In today’s fast-paced world where handling the needs of modern businesses already goes beyond managing processes manually, it’s essential to have a tool that can lead and not only build a better relationship with potential customers but also retains the existing ones. Therefore the two giants, SAP vs Salesforce CRM dominating the market right now, each offers unique functionalities & capabilities making it hard to choose the best one.

In this blog, we will dive into SAP vs Salesforce, and will compare their features, advantages, and limitations to make the decision easy for you! Let’s explore the options that might best fit your business.

What is CRM?

CRM stands for customer relationship management. Businesses utilize this technology and strategy to manage their interactions with potential consumers. CRM’s primary objectives are to strengthen customer relationships, raise customer happiness, and eventually drive business growth. CRM software collects customer information from various sources, including the company phone number, company website, direct mail, social media, live chat, and marketing materials.

Using CRM systems can also allow staff members who deal with customers to gain a detailed understanding of their personal information, buying history, shopping habits, and issues. There are a plethora of CRM software available for businesses but we will talk about the two competing ones in the market right now, Salesforce and SAP.

What is Salesforce?

Salesforce is a world-leading cloud-based CRM platform with abundant features to improve sales and manage relationships with customers. Parker Harris, Frank Dominguez, Marc Benioff, and Dave Moellenhoff created it in 1999. Although it began as CRM software but now offers a wide range of products and software solutions.

Salesforce offers businesses to manage customer data, marketing campaigns, sales, and operations. Its most considerable advantage of not installing any software or server on machines, instead, it allows users to start using the platform just by signing up on the Salesforce website.

What is SAP?

SAP stands for System, Application & Product in Data Processing. ERP (Enterprise Resource Planning) and CRM (Customer Relationship Management) are SAP’s primary software offerings. SAP is a powerful software that can handle all business activities and provide CRM tools for sales & marketing. As a result, it provides a comprehensive solution for managing customer interactions across multiple channels, integrating seamlessly with SAP ERP and other systems.

Features Comparison: SAP vs Salesforce

User Interface

Salesforce may be a better choice if you’re seeking CRM software with a better user experience. The platform offers a user-friendly interface that places a strong emphasis on customer relationship management-related elements.

SAP cloud, in contrast, offers a respectable user interface, but it is not as extensive and convenient as Salesforce. As a result, Salesforce might be the best option if having an intuitive user interface is important to the company.

Customization

Salesforce is fitted with a comprehensive set of tools & functionalities to streamline the customization process for various business needs. It offers many customization options for components such as reports, workflows, dashboards, and more.

SAP also offers a customization option but it’s not as flexible & extensive as Salesforce.

SAP Vs Salesforce Integration

Any CRM solution must have integration as a key component. Both SAP and Salesforce provide a variety of alternatives for linking with other programs when it comes to integration.

To enable quicker connection with other apps, Salesforce offers a variety of APIs that are renowned for their dependability and speed. Additionally, it provides integrated platforms for customer care and marketing automation, which makes it simpler to handle consumer data across several platforms. Additionally, Salesforce strengthened its integration skills by acquiring MuleSoft, a business renowned for integrating software and services.

While SAP offers its own cloud-based API connection services, such as the fully integrated SAP Hybris Cloud for Customer Element. Additionally, the Hybrid e-commerce platform from SAP can be linked with the Sales Cloud.

Email Utilities

SAP and Salesforce provide email utilities for tracking and monitoring email conversations. Salesforce makes it easier to track customer emails sent through various email clients by connecting those interactions with the relevant contact, account, or opportunity for later use.

Contrarily, SAP also has an email tracking feature, but in order to activate tracking, customers must manually input certain parameters. By enabling the automatic assignment of interactions to the pertinent contacts and opportunities, Salesforce goes one step further and adds a level of intelligence that SAP does not yet offer.

Customer Support

Salesforce is renowned for its prompt and thorough client service, and its annual maintenance and support subscriptions include access to a self-help portal, a knowledge base, and live chat. Users must pay 12–15% of their subscription fee for phone assistance in order to receive premium administrator support, which is expensive.

Contrarily, SAP’s customer service is more readily available, yet it is known to fix issues later. For non-technical inquiries, SAP provides a self-help portal, a knowledge base, and round-the-clock toll-free international support; however, user reviews indicate that not all modules of the SAP CRM solution reports are easily accessible.

Pricing

Salesforce offers a variety of features and functionalities at various price points, starting at $25 per user per month for the most basic services. One must pay more to obtain additional features that are appropriate for the type of business and its needs.

While SAP is offered on a contractual basis for the entry list price of $75 per user per month. In comparison to Salesforce, SAP is not as cost-effective, and pricing varies significantly depending on the unique business requirements of each solution.

Conclusion

The battle between SAP and Salesforce is a longstanding debate in the world of business technology. Both software offers unique strength and capabilities. When making the decision between SAP and Salesforce, it is required to assess their existing technology infrastructure, specific needs, and long-term goals. Salesforce might be the best choice for businesses that are primarily focused on sales, marketing, and customer relationship management. On the other hand, SAP’s offering may be more suitable for organizations seeking enterprise-wide integration and comprehensive business process management.

However, if you are looking out for CRM Software Solutions, CRM Masters Infotech should be your first pick. We hold certifications as qualified Salesforce consulting partners. We provide you with excellent, cost-effective, scalable solutions that help you internationally. Get in touch now!