Customer relationship management (CRM) services are offered to clients by both Salesforce and SAP. How do you pick the best CRM out of the available possibilities, and what are the different services that companies like Salesforce and SAP offer to those who buy their products?
In this blog post, we will contrast the many services offered by both firms and the benefits and drawbacks of each option so that you may make an informed choice.
Even though both Salesforce and SAP offer customer relationship management software to their clients, the two companies are still quite distinct from one another.
In contrast to Salesforce, which was one of the first cloud-based organizations to offer CRM software, SAP has recently begun offering SaaS-based customer relationship management.
First, let's have a general knowledge of both Salesforce and SAP before we get into the specifics of the differences.
What Is Salesforce?
Salesforce owns 30% of the CRM market. This CRM specialist delivers the most incredible product for numerous firms. The 2018 buyer's survey had the highest rate of users switching to another CRM. Salesforce's size and feature set may be too much for SMBs. Other CRMs are gaining power and popularity, making them superior solutions for some firms.
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What is SAP?
SAP is a leading provider of business software for inventory management, computing, process integration, ERP, business intelligence, and transportation management. SAP's CRM modules have an advantage over Salesforce's because of their diversified experience. In CRM-specific areas, it's lacking. SAP's suites connect effortlessly, making it excellent for big enterprises that use or intend to employ other SAP business tools.
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Salesforce Vs Sap: Features Comparison
1. Email Marketing
If you've ever submitted your email to get a discount coupon and got emails, you've experienced bulk email marketing. Much of the research illustrates how and why this strategy works. Salesforce and SAP offer more personalization and customization possibilities for mass mailings as CRMs advance.
Salesforce Sales Cloud can develop emails and newsletters from scratch or templates. Using CRM data, users may construct personas to serve their users better. Users may schedule broadcasts and examine their message calendar to plan.
Salesforce offers "email journeys" to increase content interaction. Their best practices and FAQ forum help users maximize the platform.
SAP CRM clients may use enterprise-grade email marketing. This involves advanced campaign management and cross-channel marketing to attract viewers. High-volume distribution and improved targeting enable scope and personalization. This CRM blends inbound and outbound marketing for convenience.
Salesforce has more resources and step-by-step campaign builders than SAP for batch email marketing.
2. Case Management
Case management manages case-related information, events, contacts, etc. A case might be a customer service ticket like a return or internal processes and workflows. Case management helps representatives keep organized and use information efficiently.
Users may see and update Salesforce service cases from anywhere. This approach allows salespeople to escalate situations to subject matter experts for rapid, precise replies. Customized ticket choices improve the chance of fast and efficient customer service.
SAP Case Management captures and maintains information in a searchable database. SAP CRM case management handles customer support complaints and internal HR and financial issues like illness benefits, tax audits, dispute management, and collections.
SAP's incident tracking system is configurable and enables complete data capture to help resolve issues. Reps can categorize cases in pre-defined priority hierarchies, and admins can remotely monitor closures using configurable criteria.
SAP's case management tool is more versatile.
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3. Business Intelligence (BI)
The inclusion of business intelligence (BI) tools as an optional expansion to nearly all other business software are growing in popularity. It's not hard to see why; with BI and business analytics, users can track key performance indicators (KPIs) and other data from their company's day-to-day operations. They can use this information to make well-informed, future-oriented business decisions.
The paid QlikView add-on for Salesforce provides near real-time analytics with business intelligence advantages, user-friendliness, and low or no IT dependency. QlikView enables Salesforce.com users to monitor pipeline trends throughout the sales cycle, leading to increased sales efficiency and effectiveness. Users can better plan and execute their marketing strategies by analyzing customer and lead data.
In contrast to Salesforce, SAP's expertise is more broadly based. Features from SAP's BI suite BusinessObjects are incorporated, such as Key Performance Indicator reporting. Although its convenience in that it can be used within SAP CRM without the need for a separate BI system does limit its comprehensiveness in some circumstances, it is still a powerful tool.
Salesforce's BI module is generally superior to its competitors because it uses a separate, robust BI platform that integrates smoothly.
4. Custom Reports
Personalization of reports is a significant strength of BI. Regarding business intelligence, the ability to tailor messages to specific needs is sometimes more important than using a pre-made template.
Salesforce's reports and dashboards provide a quick overview of your company's status. Key performance indicators (KPIs) such as sales metrics, rep performance, and conversion may be tracked through the solution's ability to generate personalized or pre-built reports.
SAP's user-friendly interface allows creating and editing of dynamic reports without leaving the main window. Then, you may distribute the words to the people who need to see them by assigning them to specific individuals or departments. SAP's role-based access controls ensure that only authorized users may access sensitive information.
Reports in SAP are more dynamic than those in Salesforce, and the company also provides greater flexibility regarding who may view and edit them.
5. Knowledge Creation Workflow
Knowledge creation refers to compiling and making a searchable database of information available to internal and external users.
These can be articles, video lessons, forums, or any other informational resource that serves your consumers and your personnel in education and development.
Salesforce Knowledge is a database that allows users to generate and manage material in the form of articles and rapidly search and browse the articles they're looking for. It is comprehensive, covering various topics with guides, discussion boards, tutorials, and more.
The public and internal users have access to distinct parts of the knowledge base based on their respective roles, providing more flexibility and utility. It's feature-rich and straightforward to use.
Users and consumers may benefit significantly from Salesforce's easily navigable and extensive knowledge base.
The SAP CRM Knowledge Base tool enables IC agents to look up answers, papers, and cases in a database, which may be forwarded to customers through email or live chat. A streamlined version of this system, along with frequently asked questions and other resources, is also available to the general public.
Although the two platforms are highly similar, Salesforce provides its customers with a more extensive and intuitive knowledge base.
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Ultimately, it is up to you to decide which CRM system is best for your business. Hopefully, this article has given you a good overview of both Salesforce and SAP so you can make an informed decision. We would love to hear from you if you have any questions or need help getting started with either platform. Thanks for reading!
Moreover, we have also written a comparison article between Salesforce Vs Zendesk. It will help you a lot if you read it as well.