SAP vs Salesforce: Which CRM is Right for You?

When it comes to CRM, we tend to think about the two main CRMs in the industry: SAP and Salesforce. They have dynamic platforms that provide various features and help organizations to improve their customer relationship management. 

Choosing from these two CRM software systems can get tough, so in this article we have compared the two CRMs in different aspects provided by them.

Introduction to SAP

SAP has a suite of customer-facing solutions that is known as the CX suite, it consists of the package of CRM features and capabilities. This solution helps users to connect their customer service operations with their workforce departments via AI and data. 

It offers a wide range of enterprise software solutions  such as Enterprise Resource Planning (ERP), Supply Chain Management (SCM), and Human Capital Management (HCM).

Introduction to Salesforce

Salesforce helps businesses to improve customer relationships and business operations. It has Customer 360  which is an integrated CRM platform that includes everything related to Salesforce technology. It combines services like sales, marketing, IT, commerce, service and analytics in one platform to make the user experience simple.

Case Management

SAP helps organisations and businesses resolve customer service requests and cases with its multichannel ticketing and case management capabilities. 

When customer service requests come in, users have the option to create service tickets that are automatically sent to the appropriate agents through intelligent ticket routing. Agents can then check the pending tickets and resolve them.

Salesforce’s Service Cloud provides case management features. This solution enables users to effectively handle their customer support cases and inquiries. The system has an automation tool that routes cases to the right executive or team.

It also has a feature that can guide executives through the process of addressing customer needs, to resolving cases.

Finally, it can also send  alert notifications to remind about the pending cases or the cases which need special attention.

Analytics Features

The SAP CX suite has features that support data analysis. By analyzing customer delivery, inventory, and return data to gain insights and improve customer experience.

Users have the option to integrate their SAP CX solution with the SAP Analytics Cloud to merge data.

The Analytics Cloud enterprise tool lets executives predict data which further will allow them to make changes in their businesses according to their customers’ needs. They can also predict future trends and patterns from the available data.

Salesforce’s CRM Analytics tool, which was earlier known as Tableau CRM, provides users AI-driven insights that are based on customer data.

The team can understand customer needs by analyzing the data and making adjustments according to their processes to provide better solutions to the clients. 

The Tableau integration gives teams a platform for smart statistical analysis and queries. This software utilizes data to track critical customer services.

Sales and Marketing

Diverse CRM functionalities combine sales and marketing features to make a single platform. It has an integrated Sales Cloud, from which users can gain visibility into their customer interactions and experiences to generate revenue for the business. 

Customer data analytics can be useful to help organizations streamline their sales processes and other automations.

Salesforce has Sales Cloud that lets users access and manage their sales data on the org or on its mobile CRM application. The product provides multiple features such as tracking sales opportunities, estimating revenue growth, predicting sales forecasts, improving customer experiences, and automating sales processes.

There is a Marketing Cloud that also uses customer data to manage and automate business processes. In addition, it has a digital marketing software that helps users reach real-time insights and actionable analytics to understand their customers better.

Integrations

The SAP CX Suite offers integrated functions for Marketing, Sales, Commerce, Customer Service, and Customer Data. The whole CRM package creates a single and all-in-one platform for data collected in all the fields.

Moreover, SAP has options of 2,500 integrations prebuilt with existing third-party tools and data sources. Its integration tool can connect and automate different business processes. 

Users can now benefit from API-based integrations as well.

In Salesforce , there are multiple integrations available.

Apart from Slack and Tableau integrations, Salesforce offers a wide range of integrations that are helpful for sales, marketing, and other customer relationship management services. 

Salesforce has a marketplace known as AppExchange which lets users choose from their connected third-party applications and install them. Users can also connect to other programs through the MuleSoft integration and API platform to enhance integration capabilities.

Pricing

SAP CX suite is a software that combines every cloud functions, it can be on the expensive side.

Unfortunately, pricing information for SAP products is not available online as they can vary for every business requirement. You will have to contact the SAP professionals from their official website to know about pricing in detail.

Salesforce’s pricing can also vary for different businesses. 

The Sales Cloud CRM software edition starts at $25/month per user, if you wish to add more plans then it can vary. Buyers can also enhance their plan’s  capabilities by selecting optional add-ons.

SAP vs Salesforce: Who is the ideal user?

Both SAP and Salesforce are customizable CRM softwares offering similar functionalities. But to be precise, With SAP’s CRM solutions businesses that are looking for a system capable of smoothly integrating with third-party applications can benefit more. 

It offers 2,500 prebuilt connections to choose from. Users can also make reports.

Whereas, businesses that need a CRM software with a wide range of customization options can benefit from Salesforce’s CRM software. Moreover, Salesforce has an impressive case management tool which understands customers’ needs better.

Conclusion

We have compared the world’s no. one CRMs in terms of analytical, integration, pricing, sales and marketing. They offer different customizations to businesses. If you know your business requirements, it would be easy to choose from the above comparison. 

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