102

Difference between Salesforce and SAP

Salesforce and SAP both provide the CRM systems to the customers. What are the various services that Salesforce and SAP provide to their customers, and how to choose the best CRM between the options? In this topic, we will compare the different services provided by both the companies and their pros and cons to decide easily.

Although Salesforce and SAP both provide the CRM software to the customer, both are still much different from each other. Salesforce is one of the earliest cloud-based companies to provide the CRM software, whereas SAP has now started SaaS-based CRM. Before understanding the difference, let’s have a brief introduction of both Salesforce and SAP.

Salesforce:

• Salesforce is a SaaS or Software as a Service, which means there is no need to install the software or server to work on. Users can simply signup in Salesforce.com and can start running the business instantly.
• It was founded by Marc Benioff, Parker Harris, Dave Moellenhoff, and Frank Dominguez in 1999. Salesforce was started as a CRM software, but today it provides various products and software solutions to users and developers.

SAP:

• SAP stands for Systems, Applications and Product, one of the most popular ERP Software for data processing. A single SAP system can handle and manage the execution of all the business activities and share standard information to all within an organization.
• It provides Customer Relationship Management (CRM) tools for Sales and marketing.

In this topic, we will compare the Salesforce CRM with the SAP CRM by comparing their offerings.

Salesforce CRM	SAP CRM
Salesforce CRM has a 4-star rating out of 8819 customer reviews.	SAP cloud CRM has 3-star ratings out of 107 reviews.
It supports Apple OSX, Windows, and Linux Operating systems.	It also supports Apple OSX, Windows, and Linux Operating systems.
Salesforce mostly uses the Cloud-based deployment model, and on-premise may not be supported. SAP CRM uses a cloud-based deployment model, as well as On-premise deployment.
The pricing for Salesforce CRM is a monthly subscription charged per user every month.	SAP-CRM also provides a per-user monthly subscription for the cloud-based system. But for the on-premise system, the customer has to pay the license amount in advance.
To avail of the premium features of the Salesforce CRM, one needs to pay the additional amount.	SAP does not need any additional charge, but you have to pay for the perceptual licenses yearly maintenance and support.
It provides 24/7 toll-free phone support to the customers.	SAP also provides 24/7 toll-free support. The world-wide help & support is available only for non-technical issues.
Salesforce responds to any online case submission in 2-days, and it is included in the subscription fee.	SAP CRM provides yearly support based on the license contract.
The “Get Started” guide is provided to the customers by the Salesforce, which is included in the subscription fee. To different guides or customization training the user has to purchase it.	The user has to purchase the online training module and certification for the SAP CRM.

• CRM for Sales: Both Salesforce CRM and SAP CRM offers approximately similar sales features, including opportunities, leads, etc. But SAP cloud provides better integration with the SAP ERP system, whereas integrating Salesforce with SAP ERP will be a difficult task for the users.
• User interface: Salesforce provides a better user interface and configuration solutions as compared to the SAP cloud.
• CRM for Better use: Compared to SAP CRM, the Salesforce CRM is demanding because of its easy usability and user-friendly UI.
• CRM For Industry Component: SAP provides various offers and great deals of the industry-related component, including the CRM systems. Whereas Salesforce mainly targets the CRM-based component.
• CRM for Customer Support: Both the Salesforce and SAP CRM systems provide the toll-free customer support to their users. However, Salesforce has created a vast end-user community that shares their ideas and supports other users. The companies providing third-party services have mostly opted for the Salesforce for the practice compared to the SAP Sales Cloud.
• CRM for Integration:
  Salesforce provides various tools and well-known APIs for faster integration to work with other applications. For example, it provides marketing automation and customer service platforms. Additionally, Salesforce acquired MuleSoft, which is a provider of application integration software and services. Salesforce also provides various platform-as-a-service (PaaS) environments.
  Whereas, SAP provides the access of SAP Hybris Cloud for Customer Element, a separate turnkey cloud service for API integration, and SAP Cloud, an instance of the open-source platform-as-a-service (PaaS) environment. SAP Sales Cloud can also be integrated with the Sap Hybrid e-commerce platform that shares much of the same code base, making the much cost-effective integration.
• CRM for Customization:
  Salesforce is well known for providing various customization tools for its CRM application. Such as the salesforce Lightning application development tools are simple enough for end users who know how to construct an application to employ on their own.
• CRM for Implementation:
  Salesforce came earlier in the market that provides the software-as-a-service (SaaS) applications and has remained irresolutely committed to that cloud-based approach.
• CRM for features & add-ons:
  Salesforce provides lots of different features within its CRM software. It also provides a wide range of the App Store, available for additional modules such as Marketing automation tools.
  SAP has launched its application marketplace for their customers. It provides packaged application software.
• CRM pricing
  Salesforce provides different features and functions on different pricing, starting from a minimum of $25/user/month with the basic functionalities. To avail more features as per the business type and requirement, one needs to pay more.
  Whereas SAP is available by the entry list price of $75/user/month on a contractual basis. The SAP is not so cost-effective compared to the Salesforce, and sometimes it isn’t easy to purchase the license.
• Email Utilities
  Email utilities are the tools that allow users to track emails, such as how many emails are opened, how many are site clicks and other data. With these tools’ help, customers can identify the ROI on particular campaigns and apply changes to future marketing efforts based on collected data from previous experience.

Salesforce provides access quickly to track customer emails from any email app, such as Gmail, Hotmail, etc. Users can automatically capture every customer interaction with email campaigns, then associate those interactions with the appropriate contact, opportunity or account for future nurturing.

Cons of Using SAP CRM

Below are some cons of using the SAP CRM:

• The SAP CRM is not much user-friendly, and the sales representative or a trainee need much time to learn how to work on it easily.
• The SAP CRM is much slower than the Salesforce CRM, and on each click, it takes some time to proceed.
• SAP CRM has a problem of Freezing, it means it may get a freeze, and the system automatically logs out.
• Integrating the SAP CRM and any third-party application is much complicated, and it requires high technical knowledge.
• The License purchasing for the SPA CRM is a difficult task for the general user, and it is not cost-effective. After purchasing, multiple users can also not use it at a time.
• To use and understand the SAP System’s functionalities, the user must have good background knowledge of the system.
• The SAP system has an option of Channel Management, one of the big cons of SAP CRM.

---