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sales-force-automation sap All Markets > Sales Force Automation

SAP

4.2 out of 5.0 (13 ratings)

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We have aggregated ratings data on SAP but all of our reviewers have opted out of sharing their qualitative review feedback. In certain cases we allow reviewers to withhold their qualitative review feedback from public view, in order to protect their confidentiality.
  • 3 out of 5.0, Reviewed

    Product(s): SAP Cloud for Sales

    Solid tool, but support could use some fine-tuning.

    Overall Comment

    The solution when deployed correctly meets the needs of our average sales user. Lack of visibility to hot fixes and communication from their support team could use improvement.

    What one piece of advice would you give other prospective customers?

    Ask SAP to create a real-life situation for their demo for you to understand what is assumed functionality versus actual delivered product.

    What do you like most about the product or service?

    The ability for the user to login anywhere without needing to VPN in.

    What do you dislike most about the product?

    The length of time for them to answer support items.

    What one thing do you wish the vendor did differently?

    Communicated adjustments to the cloud environment and which work centers are impacted.

    If you could start over, what would your organization do differently?

    Create some finite benchmarks for performance.

    Service & support - overall comment

    Unless you involve all chains of command in priority tickets - it will get lost in a vicious cycle of ticket rejection.


  • 5 out of 5.0, Reviewed

    Product(s): SAP Cloud for Sales

    C4C empowers the business to take control and ownership of their implementation.

    Overall Comment

    We implemented C4C in-house, with a core team of two people (one IT, one business). With an SAP CRM background, it was easy to get up to speed with the configuration tasks. Implementation time can be measured in weeks with this solution, not months/years like its predecessors.

    What one piece of advice would you give other prospective customers?

    Our advice would be to integrate JAM. It has really driven the adoption and creates the impression of a much bigger, valuable solution than the C4C library/feed does.

    What do you like most about the product or service?

    The interface.

    What do you dislike most about the product?

    The Outlook sync process for contacts is poor compared to the process for appointments/emails.

    What one thing do you wish the vendor did differently?

    N/A

    If you could start over, what would your organization do differently?

    Request our production tenant much later in the process, and request it as a copy of the test tenant once all configuration is confirmed.Also, now we know master data cannot be deleted, we also wouldn't replicate any data in production until we know exactly what was going to happen.

    Service & support - overall comment

    We get the impression the support organization doesn't read all the details in the ticket. For example, we have an issue with the Android app. I provided documentation that showed we downloaded and tested the latest version. Support responded asking me to install the latest version. Days have been wasted now. Very frustrating. We also get the impression that solutions are not tested before being passed back to us.


  • 4 out of 5.0, Reviewed

    Product(s): SAP Cloud for Sales

    royal cup is using CRM to better our communications with internal and external stakeholder

    Overall Comment

    Our overall experience was very positive. We wish reporting was a little further along with c4c. It's not yet highly intuitive and a little clunky to manage. That said, we like the day to day user interaction and the mobile capability.

    What one piece of advice would you give other prospective customers?

    ensure executjve sponsorship across divisions and functions, and have a full time administrator.

    What do you like most about the product or service?

    mobility and ability to create custom filters.

    What do you dislike most about the product?

    reporting.

    What one thing do you wish the vendor did differently?

    had training a little more developed

    If you could start over, what would your organization do differently?

    bring out it earlier in scoping.


  • 4 out of 5.0, Reviewed

    Product(s): SAP CRM

    Reduced the complexity of Call Center Training

    Overall Comment

    Implementation took some time because the coding methods were not the same as ECC but it reduced call center training times through a simplified, consolidated user interface.

    What one piece of advice would you give other prospective customers?

    Remember there is a learning curve to the software. It is different than ECC in table structure and programming methodology.

    What do you like most about the product or service?

    Very robust Call Center management system with ordering, ticketing, email response, loyalty management, and marketing campaign management

    What do you dislike most about the product?

    The web channel was very weak.

    What one thing do you wish the vendor did differently?

    The web channel commerce was rather weak. This is now replaced with Hybris Commerce.

    If you could start over, what would your organization do differently?

    Standardize the global roll out more for other countries.

    Integration & Deployment - Overall comment

    Integrates well with other SAP systems.


  • 3 out of 5.0, Reviewed

    Product(s): SAP Cloud for Sales

    Functionally rich, but difficult to integrate into SAPs other products, not stable.

    Overall Comment

    Eventually pleased with the result but its not easy to integrate. SAP have aome way to go to providing a stable platform, they are struggling with the transition from software provider to SaaS.

    What one piece of advice would you give other prospective customers?

    Its much better now, but watch out for the upgrade cycle, you will have issues every 3 months.

    What do you like most about the product or service?

    Insight.

    What do you dislike most about the product?

    stability, upgrades.

    What one thing do you wish the vendor did differently?

    use HCI rather than PI.

    If you could start over, what would your organization do differently?

    use HCI rather than PI, avoid connectivity using VPN, find a partner who have the right experience.

    Service & support - overall comment

    Very poor system availability and performance

    Integration & Deployment - Overall comment

    Difficult to integrate to CRM on prem, avoid a 3 way integration with ECC.


  • 4 out of 5.0, Reviewed

    Product(s): SAP CRM,SAP Cloud for Sales

    control the demo.

    Overall Comment

    Product is great but SAP does not sell it well.

    What one piece of advice would you give other prospective customers?

    pick the implementation partner well.

    What do you like most about the product or service?

    integration, frequent updates.

    What do you dislike most about the product?

    nothing now.

    What one thing do you wish the vendor did differently?

    knowledge transfer.

    If you could start over, what would your organization do differently?

    on-premise training of remote sales force sooner.

    Integration & Deployment - Overall comment

    HCI is a snap.


Ratings Overview

1 2 3 4 5
Section
1

Evaluation & Contracting

Overall rating of product evaluation and contract negotiation

(10)
4.1

Ability to understand your organization's needs

(13)
4.0

Timely and complete response to product questions

(13)
3.9

Pricing and contract flexibility (pricing and terms)

(9)
3.6
1 2 3 4 5
Section
1

Integration & Deployment

Overall rating of integration and deployment

(13)
4.2

How long did your deployment take?

3 - 6 months (<6)

6 - 9 months (<9)

0 - 3 months (<3)

9 - 12 months (<12)


Availability of quality 3rd-party resources (integrators, service providers, etc.)

(11)
4.2

Ease of integration using standard APIs and tools

(12)
3.8

Quality and availability of end-user training

(11)
3.5

Ease of deployment

(13)
3.9
1 2 3 4 5
Section
1

Service & Support

Overall rating of service and support

(13)
3.6

Did you purchase a support package from vendor?

Yes

No


Was the support package worth it?

Yes

I'm unsure


Timeliness of vendor's response

(13)
3.8

Quality of technical support

(13)
3.8

Quality of peer user community

(12)
4.2
1 2 3 4 5
Section
1

Product Capabilities

Overall rating of product capabilities

(13)
4.5

SFA system’s performance

(13)
4.3

Tablet Capabilities

(9)
4.2

Smartphone Capabilities

(9)
3.6
1 2 3 4 5
Section
1

Additional Context

What was the nature of your involvement?

Vendor/Product Selection

Business Analysts

Development/Integration

Executive Sponsor

Implementation, Maintenance or other IT support

User Training

Vendor Management

Application Lead

Functional Assessment

System Administrator

Analytics Team Leader

Analytics User

End User Computing Stakeholder

End User Support Manager

Technical Assessment

Other...


Why did you purchase the software or service?

Create internal/operational efficiencies

Improve business process outcomes

Improve customer relations/service

Drive revenue growth

Enhance decision making

Improve business process agility

Reduce time to market

Drive innovation

Improve compliance and risk management

Improve supplier or partner relations

Cost management

Other...


What were the key factors that drove your decision?

Other...


In which region(s) did your deployment take place? Multiple responses allowed.

North America

Europe, Middle East and Africa

Asia/Pacific