# Page 4 | SAP Customer Experience Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 4 - Is SAP Customer Experience the right Customer Service solution for you? Explore 245 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/77372/SAP-CRM/reviews --- SAP Customer Experience 4.3 (245) [View alternatives](https://www.capterra.com/p/77372/SAP-CRM/alternatives/) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated March 13th, 2026 # Page 4 - Reviews of SAP Customer Experience ## Showing most helpful reviews Showing 76-100 of 245 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Dawn F. Executive Director Non-Profit Organization Management Used the software for: 1-2 years ### "Robust and Out of Reach" November 19, 2019 3.0 Pros 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. Cons 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. Review Source NB Nate B. Owner Consumer Goods Used the software for: 2+ years ### "Great for tracking work" April 14, 2022 5.0 Pros It makes keeping inventory for unstarted, WIP, and finished goods separate easy. Cons It takes a minute to learn, but that's the case with about every piece of new software. Review Source MB Michael B. Project Manager Hospital & Health Care Used the software for: 1-2 years ### "Make sure it is implemented properly, or it will never be correct" July 10, 2019 3.0 It is good for issuing and dispatching service techs based on customer requests. Still need ECC to manage consumption through a 3rd party interface, Oracle is a much more streamlined system. Pros The interface is clean and friendly to any computer literate person. Different roles can be created for users to limit what they interact with and what menus they have available. Cons The ability to interface with SAP-ECC is terrible. Tracking consumption is almost non-existent, to get what you would consider normal functionality the price starts escalating. The master data setup is different in CRM than in ECC - so you will have discrepancies and extra workload to keep your data clean. Review Source PA Parul A. Senior consultant Computer Software Used the software for: 2+ years ### "Extensive features & one platform for generating reports" November 18, 2022 5.0 Pros Extensive features & one platform for generating reports,creating leads, customer exp. Cons Can be more stable product & more features can be provided. Review Source JRB José Rafael B. Jefe de Soporte e Infraestructura IT Used the software for: 2+ years ### "We had 3 years working with SAP to integrate it with an electronic commerce platform. It was a free." May 24, 2018 4.0 The benefits were economic. By being able to integrate it with an Opensource application of E-commerce we achieve the client's goal. We achieve the objectives and with that we increase our profits. Pros We improve our income as we integrate SAP ERP with new sales channels such as e-Commerce, managing to merge it with PRESTAHOP increasing revenues in the final customer. Cons The high costs of each module of SAP make many companies migrate to other solutions, in our case the client preferred to integrate the solution with an E-COMMERCE Opensource instead of acquiring the license of the manufacturer's own module, since it was practically impossible to maintain over time for their prices. Review Source LM Leo M. Customer Service Representative Used the software for: 6-12 months ### "All in one CRM but slow and complicated. " February 18, 2019 3.0 Overall, this software is for the advanced users only. Not too user friendly and very slow. I would still recommend it if you have the patience on learning on how the software works. Pros 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. Cons 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. Review Source PR Pavi R. Director Information Technology and Services Used the software for: 2+ years ### "SAP Hybris is one of the best innovations" September 22, 2018 5.0 My over all experience with SAP Hybris has been abjce excellent Pros This product gives a wonderful user experience due to inherent capabilities of e Commerce, marketing and customer relationship management Cons There is nothing I do not like about this product Review Source JR Jessica R. Customer Service Specialist Farming Used the software for: 2+ years ### "Quite ROBUST!" October 3, 2017 5.0 Pros SAP products are top of the line. Very robust, but I'd much rather have too much at my fingertips than not enough. Very convenient to have so much in one place, instead of disjointed in different tools. Absolutely love the software. Cons Only thing I can say that could be seen as a negative is that it takes a while to "get down." For someone who has never used CRM before, it may take some extra care in training. But the wealth of information in one place is priceless. I'd rather take time training someone for this tool and have impeccable efficiency than easy training in multiple tools and sacrifice time. Review Source PS Prabhjyot S. Team Lead Legal Services Used the software for: 6-12 months ### "It has been great experience with SAP CRM. It's a cost effective and easy to use with high quality." July 18, 2017 4.0 It provides information which leads an insight into action, & maintains focus on productive activity. Thus, SAP CRM Sales helps the sales force of your business to secure customers, and then to develop and maintain beneficial relationship with them. It provides information which leads an insight into action, & maintains focus on productive activity. Thus, SAP CRM Sales helps the sales force of your business to secure customers, and then to develop and maintain beneficial relationship with them. Thus, SAP CRM Sales have a lot of features like dedicated interactions, seamless integration, insightful information, always accessible, and is user-friendly. Pros SAP Business Suite is based on SAP NetWeaver .NetWeaver provides the development and runtime environment for SAP applications and is used for the custom development and integration with other applications and systems. Cons CRM stands for Customer Relationship Management and is a set of methodologies and tools that helps to manage customer relationship in an organized way but the only thing is that it also helps to achieve 'Single face to customer', which means the customer will not get regular & actual information independent of channel through which the he or she is contacting your company. Review Source PR Prashant R. Senior Hybris Consultant Information Technology and Services Used the software for: 2+ years ### "SAP hybris" November 25, 2019 5.0 I have been using SAP Hybrid for the past 8 years and would say it's the recommended framework for the current E-Commerce. Pros 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. Cons I find SAP hybris documentation is not unto the mark which makes new people quiet difficult to learn SAP hybris. Review Source LT Lena T. ADMINISTRATION Used the software for: 2+ years ### "Working Professional Using SAP " May 4, 2018 5.0 Pros Great Navigation and integration between tabs and different transactions. I use daily and get so much done and reach other departments easily to get the job done Cons Capitalization can effect a transaction from going through. I also notice sometimes it goes offline and when logging back in it says I have a session open and will lock me out of a transaction usually to get out I logout and login Review Source NAJ Nurul Amalina J. Accounts Executive Construction Used the software for: 1-2 years ### "Truthfully user friendly." May 12, 2018 5.0 Do consider how much your transactions and operations and also on the complexity level of your company, so that, it is worth of money to be using this software. Pros 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. Cons 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. Review Source VR Verified Reviewer Specjalista ds. zakupów Used the software for: 6-12 months ### "SAP is a very good and helpful program. This program has many functionalities." June 25, 2018 5.0 Pros SAP works very well in everyday work. This program is especially necessary to me for creating orders. It's nice that I can have a preview of all created orders. Cons This program is not easy to use. Knowing the functionality of this product requires a lot of time. However, this tool has many advantages. Review Source Baratharun R. Lead Buyer Automotive Used the software for: 1-2 years ### "Ease of use !!" December 5, 2018 5.0 Pros Easy and welcoming user interface helps to use this at convenience. Cons Lack of integration for complex requirements which i feel is better in ARIBA. Review Source VR Verified Reviewer Business Application Developer Chemicals Used the software for: 2+ years ### "Need a CRM?" February 12, 2019 4.0 If you have a big company (1000+ employees) you definitely need a complete CRM package and SAP is probably the best in the market. You can configure almost anything on these thing. After you get the hang of how SAP works, you will not want to leave it. Throw anything at it and if it's well configured the job gets done. Pros Features Modules Configuration Adaptation Cons Price Resources needed Tables in german are hell Default UI not for everyone Review Source AL Abdul L. IT Consultant Information Technology and Services Used the software for: 2+ years ### "World Class Product" February 16, 2023 5.0 Excellent product Pros Excellent features, and quick and easy to handle. Cons More graphical view, would have been more success to this product Review Source SD Sean D. Analyst Utilities Used the software for: 2+ years ### "SAP - German for "Such A Pain"" September 22, 2019 3.0 I do not like SAP, however I guess I am stuck with it as it is supposedly the best platform for large companies. Pros It's my understanding that it is a very complex system that can support many different businesses and business units. Cons The ease of use and UE/UI is really not great at all. It is a German product and it really shows as it is clunky and impossible to use. Review Source GB Greg B. Salesforce Product Owner Consumer Services Used the software for: 1-2 years ### "A nice enough software. But a bit clunky" December 11, 2018 3.0 Pros 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. Cons 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 Review Source Oscar M. Consultor Funcional Senior Used the software for: 1-2 years ### "I think it is a great integrated tool, to manage all the processes of a company" May 21, 2018 4.0 Allow me to know a tool that is in all markets and large companies, as well as simplify the processes Pros It allows you to order and manage all the processes in a simple way, as well as being able to generate the different reports to know in detail the statistics of the different resources available to the company Cons When all the systems of a company are not based on SAP, the development of the interfaces to integrate the data that works in both environments becomes very complex. Review Source TJ Thomas J. Consultant Mechanical or Industrial Engineering Used the software for: 6-12 months ### "Bon outil de gestion interne" December 6, 2023 5.0 Pros J’ai apprécié la modularité de l’outil. Cons Je trouve que l’ergonomie de l’outil est perfectible Review Source KL Kuma L. Inside Sales Rep Medical Devices Used the software for: 2+ years ### "Customer Service SAP" February 5, 2019 5.0 Pros There were various T-Codes I could input to pull up new functionality. It may seem very confusing at first, but with some practice, it can be quite intuitive. Cons Some searches took a long time - though it didn't happen often, sometimes the screen would freeze. The overall look seems a little outdated, but it is clean and easy to use. Review Source VR Verified Reviewer Business Development Manager Used the software for: 6-12 months ### "A well designed tool with great acceptance because of its simplicity combined with value." May 7, 2018 4.0 We are going to implement it. The greatest benefit will be the very good flow of Information in combination with S4. Pros This product creats value in helping the field staff to be able to view all important data in clear presentation a very compact. But best thing is maybe the really nice Evaluation of data. The product is very well integrated in the SAP world. We saw the flow of Information coming from S4, SAP CRM and then to be analysed in SAP Analytics. Cons As often, it is not to easy to have the Software customized in the favored way. It may be the best to work with SAP directly therefore. The comparatively high costs for customization are also well known. Review Source AL Adam L. Project Manager Pharmaceuticals Used the software for: 2+ years ### "SAP Review" September 25, 2019 2.0 Pros The CMMS application is good for parts tracking and that is about all Cons 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. Review Source VR Verified Reviewer Cost Accountant Machinery Used the software for: 2+ years ### "A great system with huge functionality" July 9, 2018 5.0 Pros Many different reports, views, and tools for analysis and forecasting. Huge functionality for diverse business needs Cons The learning curve can be quite steep and it's hard to create specialized reports unless you are a trained IT professional. For a regular user, only layout changes are possible. Review Source VR Verified Reviewer Gerente de Distrito Regional Pharmaceuticals Used the software for: Less than 6 months ### "Allows access to information in real time along the sales pipeline, and act faster" March 27, 2018 5.0 Understand and dazzle your customers in all channels, with SAP software for customer relationship management (CRM). This implementation option with extensive functionalities and security, supports all your sales, service and marketing activities. It can help you build loyalty, win more deals and give customers the assistance they need, when they need it. Pros This implementation option with extensive functionalities and security, supports all sales, service and marketing activities. It can help you build loyalty, win more deals and give customers the assistance they need, when they need it. Because it puts customers at the center of your business. The on-premise software provides employees with strategic information for their clients and fluid CRM processes so that they can provide coherent and personalized customer experiences at all points of contact. Cons Like all software, you must have specific operating systems to perform the installation. This could increase acquisition costs. Review Source Similar Products Featured