Integrates well with our ERP

What are the best aspects of this product?

It has a simple user interface. Anyone can take the time to learn how to use this tool. When it comes to the search feature, it is highly recommended as you can find anything you are looking for. You can also sub search different categories of data or information within the system making it an ideal solution for your search problems. The knowledge management feature is also helpful if you want to know more about how to use this product. It is populated with documents which contain information about how to deal with some situations when you face them during the course of using SAP CRM.

What aspects are problematic or could work better?

There are some things that I don’t like about this tool. In terms of functionality, it is an amazing tool. However, when it comes to features such as the interaction section and the back option, they can be difficult to deal with. For the part of interaction section, it can take most of your data space which is not convenient. I do not see the need for this section being included into the system and regard it as a waste of space on my part. For the back option, I sometimes find myself using the browser back option, as it is web based, instead of the system’s back option. This can be frustrating when you make that mistake.

What specific problems in your company were solved by this product?

We have been able to deal with ticketing faster and better as compared to before. SAP CRM has made it possible for us to track, record, and analyze all the tickets without much effort. When it comes to dealing with the help desk and all the tickets that come our way, it can be difficult and time consuming. SAP CRM has enabled us to become efficient on this part as we longer experience delays in terms of giving feedback and analyzing the data we get in the form of tickets. Customer service has improved greatly thanks to this tool. We are also able to integrate it with our ERP for better functionality.

Are you a current user of this product?

Yes