SAP Customer Experience Erfahrungen

Vorteile

Integration zu anderen Programmen wie Excel

Nachteile

Nicht intuitiv zu bedienen, Hilfestellung auf Hilfeseiten nicht toll.

Vorteile

There are a lot of back end settings that make SAP CRM one of the best CRM software out there. It can be customized and tuned whether the organization implementing it is a utilities company or an FMC i.e. it caters the needs of all kinds of organization.

Nachteile

Need highly qualified personnel to implement the CRM. The scope of implementation has to be carefully and properly defined with proper documentation at each stage of implementation. Any undocumented modification can result in a lot of garbage in the system within no time.

Vorteile

I like the extensive set of tools and capabilities that SAP Customer Experience offers, which makes it simple for businesses to manage client contacts, track customer data, and assess customer satisfaction. The platform's real-time data helps organizations understand client behavior and make wise decisions, allowing them to respond quickly to changing customer needs. Businesses can tailor the client experience to their specific needs thanks to the platform's inherent adaptability.

Nachteile

Only one aspect of SAP Customer Experience irritated me: its high price in comparison to competing customer relationship management platforms. For users who are unfamiliar with the SAP platform, it may not be the easiest to use.

Vorteile

I think that the idea of SAP CRM is brilliant, a way to house and store data so that your company can really get a handle of data mining which theoretically would allow you to plan and be more proactive vs reactive.
Once you get the hang of the screens it is easy to understand how to accomplish what you're trying to input into SAP CRM.
The system is really set up to help you try and capture the most relevant information to your business.

Nachteile

As I said the idea of SAP CRM is brilliant but from my experience (and it could be the way my company chose to implement it) the use of so many different platforms that don't actually talk to one another is a ridiculous way to implement any data capturing tool. We had to export from two different systems of SAP CRM and then load it into a BIOD just to get the information to talk to each other and make any sense. And even then the project itself was a long and exhausting process because trying to figure out the language it speaks in the Order Entry system vs. the Customer Inquiry system isn't the same and you have to force it to mesh the data together.
The screens are cumbersome and not user friendly. There are so many different ways you need to input information to get to the screen that you actually want you need a manual for literally everything you have to do because it takes that many steps.
I think SAP CRM would benefit from focus groups for their North American business partners. Not everyone does business the same but North America has big business's that would greatly benefit from this type of system if it were easier to understand and implement on a day to day basis.

Vorteile

AI-powered insights help make each customer feel as if they were their own. This invaluable tool allows you to proactively engage and understand your consumer while respecting their privacy preferences at every point in their journey. Machine learning and intelligent automation help you engage and sell.it has so many options, customer interaction is seamless and the software is excellent for me

Nachteile

The User Interface of SAP is quite complex especially for newbies who are not techie although if you have an experience in Customer Service you will somehow get the hang of it somehow as time goes by but its not easy to understand

Vorteile

Can be customized according to user requirement with the help of Enhancemnets and ZTables.

Nachteile

Standard table entries cannot be rectified directly and correction programs need to be build.

Vorteile

It has most of the part in configuration side which is release with the new model. Most of the things are now based on wizard which helps to understand the creation perfectly with less chances of error. The vendor has already customize and provided solution in the form of standard codes so we can just use it to further customize the system based on the requirement given by the client. It has come up with new features which are easy to implement and less complicates.

Nachteile

If the full lifecycle of SAP CRM(Marketing, sales, service) is implemented for any customer then it is always great because you don't have to depend on any other system for any other job. The thing which could be more better is the WebUi part, it could be something like webdynpro where everything is configuration and system populates everything for you.

Vorteile

SAP gives the user the ability to organize multiple operations and is transparently available to anyone in the company to view and edit if need be. Helpful for large companies to create and organize portfolios for individual transactions.

Nachteile

I found SAP to be a steep learning curve as there are many steps to do just one thing. It is not very creative and can be more of an exhaustive step in the job process than a streamlined step. It communicates with multiple internal parts so one change in one part may affect another so being highly detail oriented is recommended for this program.

Vorteile

Easy to keep track of and work through customer complaints. This is a great tool for surveys to inquire about the customer experience.

Nachteile

Training can be cumbersome and difficult to work through

Vorteile

Excellent features, and quick and easy to handle.

Nachteile

More graphical view, would have been more success to this product

Vorteile

The WebUI is an especially great feature. SAP really helps in the way of tracking such as, tracking questions and concerns from customers and tracking customers orders.

Nachteile

SAP is a very complex tool and can move depressingly slow. I utilized SAP in a warehousing environment and found this snail movement to become increasingly frustrating because of our inventory growth. One of the biggest drawbacks in my opinion is that you have to use SAP integration tools for fluidity. Not to mention SAP is NOT cheap. This robust tool is very expensive and in my opinion, useless if you do not have the proper integration tools to work with it.

Vorteile

I have worked on SAP CRM version 5* and 7* as a SAP Security Administrator and following are my observations -

- Customer relationship management (CRM) focuses on the retention of customers by collecting data from all customer interactions with a company from all access points.

- SAP CRM provides user flexibility with sales, service module and also external consumers (3rd party vendors).

- It is easily integrated with various SAP and non-SAP products like Identity management (IDM), 3rd party tools and ECC system

- User access and administration is controlled through business roles maintained in SAP CRM system

- Configuration required for running the various models (sales, consumer, etc) is maintained in ABAP backend in SPRO

- Also, it is rated very high in terms of its Scalability and real time analysis and monitoring of Sales (provides a holistic view as needed)

- Web UI (User Interface) helps user to enable & utilize business functionality extensively at one single point of source through replication process of business partners

Nachteile

I would say the user experience for SAP CRM Web UI in terms of usability and acceptance is not that great (user friendly), it's a bit complex at times.
Also, the cost of installation, product keys, maintenance, operational cost is high

But, SAP CRM 7* versions have much better usability and has improved a lot from it's previous pre-predecessors.

Vorteile

The way it leads from real life to the workflow. The integration of activities and their implications in real time with the areas through the ERP. Speed as you can adapt, improve and learn on the go.

Nachteile

Nothing. I should only indicate that the possible failures are in the training. They must ensure that SAP teachers have knowledge of field and SAP technology. When this happens everything is really excellent

Vorteile

This is one of the best Customer Relationship Management (CRM) Systems to use for large companies. It is very user friendly when assigning and updating projects. It is also very useful in documenting projects for yourself and anyone the reviews said projects in the future.

Nachteile

Sometime the product numbers that are assigned can be very confusing. The number sequence can be off and cause a little confusion when searching in your own project list.

Vorteile

It is a value of money when it is being used for a company with complicated and huge transactions. The users able to customize by their own on the template or layout without having any assistance from the consultants unlike the other application. It is best to know that this software is best to promote paperless documentation and the users being able to work on it while staying at home.

Nachteile

Since, this software is expensive and the process is complicated compared to the other simple software, it is not suitable to being used in a small company or a company that is having less operation and transactions.

Vorteile

The web interface is clean and easy to navigate. You don't need to remember alot of detail to figure out home to interact with records, contracts, vendors, price lists. The SAP GUI is a bit more detailed with more functionality. For navigating and editing individual records, it's wonderful.

Nachteile

Price agreements and customer lists are not easy to export in batch. Lots of clicking to get through multiple contracts, which can end up taking more time than actual analysis of the data.

Vorteile

All that you need is there. You can compose an Email, create reports, sync it to your soft phone, data entry and all the information that you need. With just a click on the search button, everything that you need will be there. Great customer support too! Downtime will not take so long before it gets fixed.

Nachteile

Sometimes all the clicking is so complicated. The software is super slow. Sometimes it will take forever to load up specially when you open multiple tabs. Crashes most of the time even if you have a fast computer. Very complicated commands that it will take time before you figure them out.

Vorteile

Ease of building the e-commerce applications using out of the box accelerator functionality.
Dynamic building of promotions which helps non-technical person to build variety of promotions.

Nachteile

I find SAP hybris documentation is not unto the mark which makes new people quiet difficult to learn SAP hybris.

Vorteile

Its allows you to process cash transaction in real-time. It provides the ease of tracking volume of transaction on a day to day basis. In addition, it aids the audit of possible theft and fraud transaction.

Nachteile

The license for the system is very costly. Also, one person at a time can use it. Multiple usage is not possible so you have to wait for the other user for you to proceed with your transaction.

Vorteile

Features
Modules
Configuration
Adaptation

Nachteile

Price
Resources needed
Tables in german are hell
Default UI not for everyone

Vorteile

Having already been a customer of SAP for our ERP needs for a while it didn't take a huge leap to look at the CRM offering, and after a short adoption curve, we were able to set up the CRM side, working with a bespoke software on a PDA device to deliver information to the field agents who were the ones needing the information.

Nachteile

The interface was clunky, and quite slow. The gannt view of work orders looked ok, but updating could take longer than necessary and didn't offer much flexibility

Vorteile

Once you get past the difficulty of learning the language of the program, the task that needs to be completed now can be done with ease.

Nachteile

The ability to learn the language easy. It is user-friendly but the easiness of learning can be quite cumbersome.

Vorteile

The CMMS application is good for parts tracking and that is about all

Nachteile

The process of completing a work order is very cumbersome and time consuming. After going into this system from a life of other options this one has a lot of loops to get to the same place, some simple, some very difficult.

Vorteile

I am going to be honest here, and it is true. I give a chance to every software I try. I truly do. SAP has the tools to handle CRM stuff like some CRMs.

Nachteile

SAP CRM is a mess, it has cost the company I implemented this for a LOT of money. it's UI is horrible. It looks like its out from the 90s and it runs and goes down a LOT. It hangs up with no solution other than bring down the whole system and bring it back up.

Vorteile

Great program, easy to use, easy to navigate, and use reporting to your benefit. Agents, customers, and management all love SAP CRM.

Nachteile

Takes time to learn the system, just like any other program, once learned though can be used to your advantage.