In the current business landscape, customer relationship management goes beyond a 24/7 customer helpline. It encompasses all the digital tools and platforms and focuses on establishing a deep understanding of ever-evolving customer personas and preferences. Therefore today, a CRM software solution is a business priority. Re-engineering your overall business process and integrating CRM software into it will help your marketing team serve new and old customers through the best practices.
Now, which CRM software is better- SAP CRM or Salesforce? Selecting a CRM software that perfectly fits your business can be daunting. Salesforce and SAP CRM are prominent software solutions with unique capabilities and functionalities. This article gives the reader a detailed comparison between SAP vs Salesforce.
SAP VS Salesforce: An Overview
Conclusion About SAP vs Salesforce CRM SAP is a market leader when it comes to ERP software solutions. It offers various solutions for various industries, such as automotive, engineering, food & beverage, retail and manufacturing. Moreover, it has solutions for small-scale businesses which cater to different departments such as accounting, sales, marketing, human resource management, and customer relationship management. A single SAP system can manage and control the execution of all business activities and communicate standard information to all within an organisation.
Salesforce is a cloud-based CRM software solution that brings the organisation and the customers under one platform. Since it is a SaaS platform, users do not need to install it on their devices or connect to a server. They can simply sign up for Salesforce.com and begin optimising their sales and CRM processes immediately. Salesforce caters to crucial departments of an organisation, including sales, commerce, marketing, and service, giving them a holistic and shared view of the customers.
Features Comparison: SAP VS Salesforce
Salesforce vs SAP- Which is Better? It is a close call between the two CRM solutions, and often they are used interchangeably if the company wants to avoid committing to one software. Here is a list of features to help you understand which software is best for your organisation.
Business Intelligence
Business intelligence tools are increasingly becoming popular and an indispensable part of intelligent software solutions. Salesforce has a strong BI model. Its paid add-on QlikView is a valuable business intelligence model and has ease of use and minimal reliance on IT for real-time analytics. SAP CRM does not have a dedicated BI. It integrates SAP’s BI system capabilities with business objects such as KPI reporting.
Automation
When it comes to Salesforce vs SAP in terms of automation, both software solutions help clients automate tedious workflows and achieve efficiency at all levels. Nevertheless, SAP offers a competitive edge. It is ideal for hybrid (on-premise and cloud) environments. On the other hand, Salesforce would have to have its adaptors developed to perform integration between Salesforce and on-premise SAP ERP.
Omnichannel Solution
SAP CRM seamlessly integrates with all customer touch points and brings them under one platform. It offers a consistent experience to all your customers, no matter which device they are using to communicate. Salesforce has a simple cloud-based approach that integrates various functions, such as operations, merchandising, order management, and marketing, under one platform.
Integration
SAP has 2,500 integrations pre-built for existing third-party tools and data sources. It offers integrated capabilities for marketing, sales, customer service, and customer data. The SAP CX creates a centralised platform. The integration suite can connect and automate each business process. SAP users can also benefit from real-time data analytics by integrating API with external data sources. Salesforce also facilitates customer relationship management through integration with third-party systems. It can be integrated with Slack and Tableau, along with broader integration options within the Customer 360 framework. If you want to connect data between Salesforce and non-Salesforce applications, Salesforce offers a portfolio of add-on products called Customer 360 Truth.
Interactive Reporting
SAP has a user-friendly interface and enables users to create or change interactive reports from the same screen. It also has role-based access that keeps the data secure and assigns them to organizationally appropriate roles. Hence, reporting can be allocated to the right users in the right units. Dashboards and reports in Salesforce offer a real-time view of your business. You can generate pre-built or custom reports to collate data on KPIs such as rep performance, sales metrics, and conversion. Comparing the reporting feature of Salesforce vs SAP, SAP’s report is more interactive and offers special assigning and access abilities than Salesforce.
Online Case Management: SAP VS Salesforce
SAP
SAP CRM helps the business respond to client queries, attend service requests and process HR through multichannel ticketing and case management capabilities. It has an intelligent ticketing route which assigns customer service requests to the right agent. It allows the agents to access accurate customer information through a special interface and ensures that no case remains unnoticed.
Salesforce
Salesforce also has an online case management feature as a part of the CRM platform that aids customer relationship managers and agents in accessing customer support cases. The system automatically routes cases to the right agent or team based on availability and skill sets. The software also has a service process automation option which helps the agents cater to customer needs and queries and methodically resolve issues while ensuring compliance. It also has pre-built data source integrations that let users see important customer information.
You May Also Like to Read: Odoo and SAP Business One: Which ERP Software is Right for Your Business
SAP VS Salesforce: Price Comparison
SAP
Each SAP solution combines an array of cloud capabilities. Therefore it can be pricey. However, it eliminates the need for multiple solutions since it offers an integrated platform for all business functions, including CRM. In the long run, your company can save on the cost of adopting new systems. Many organisations also opt for customisations. The pricing of each solution varies to a large extent and depends on the unique business requirements.
Salesforce
Although the pricing of Salesforce is also dependent on the business requirements, each edition includes a special feature of the Salesforce 360 solution with a predetermined price. For instance, the Sales Cloud CRM software edition starts at $25 per user per month when billed annually. Salesforce can be customised with various add-ons per business requirements.
SAP vs Salesforce: Which is Better for Business?
It is hard to settle the debate between SAP CRM and Salesforce despite thoroughly comparing their features. Hence, you ought to know the business requirement before sealing the deal.
SAP’s CRM solutions are ideal for organisations that are looking for a system that enables smooth integration with third-party applications. It is part of a CX suite and facilitates simple connections with SAP and non-SAP systems.
SAP CRM comes with 2,500 pre-built connections that you can choose for your business. It also lets the user access an extensive data range and generates reports. SAP Business One also has an intelligent analytics feature that helps the team gain a deeper understanding of customer data, purchase patterns, etc.
Are you Looking for Professional ERP Software to Help Your Business?
Conclusion About SAP vs Salesforce CRM
SAP CRM and Salesforce are both customisable CRM solutions, each with unique features. SAP has the advantage when using detailed segmentation for your transactions. Salesforce has limited applications and may not be the most suitable choice for every company.
If you are looking for agile and intelligent CRM software that suits your business needs perfectly, let the CRM experts at Silver Touch Technologies assist you in selecting the right one. We are just a ring away!
