We compared SAP CRM and Siebel CRM across several parameters based on our users' reviews. After reading the collected data, you can find our conclusion below:
Features: SAP CRM is valued for its customization options, lead management capabilities, integration features, and native integration with SAP ERP. Siebel CRM is known for its strength and adaptability. Users like its ready-made industry verticals and comprehensive workflows.
Room for Improvement: SAP CRM needs improvements in its mobile interface, data visibility, and integration. Siebel CRM users say could be simpler and more customizable customization guidance, user interface, mobile app, support, backend performance, and cost reduction.
Service and Support: SAP CRM's customer service and support have received mixed feedback. Some customers appreciated Siebel’s advanced support, while others were dissatisfied with slow response times and had difficulty contacting the support team.
Ease of Deployment: The setup process for SAP CRM can be complicated and time-consuming, requiring customization and a specialized team. Users have reported that the initial setup process for Siebel CRM is challenging.
Pricing: SAP CRM is seen as costly, and some users have said it isn’t worth the money. Customers find the setup cost of Siebel CRM to be expensive and a cause for concern.
ROI: Some reviewers have reported that they realized an ROI from SAP CRM within three to five years. Siebel CRM provides distinct features that are not found in other CRMs, resulting in a favorable return on investment.
Comparison Results: SAP CRM is commended for its integration with SAP ERP, but the solution is considered costly and hard to deploy. Siebel CRM is highly regarded for its versatility and ability to accommodate a diverse user base. At the same time, it’s also criticized for its complicated setup, and users say it’s difficult to navigate navigation.
"The product integrates with third-party tools easily."
"The most important factor for recommending SAP CRM is its integration with the core SAP platform. Globally, most enterprises are using SAP as an ERP platform to manage their key business functions. SAP CRM has out-of-the-box integration with the core SAP platform. You can integrate your pre-sales and post-sales into the single platform on the SAP CRM very easily, and you can extend that CRM to your customers who can actually see what is happening to their orders—such as whether it is dispatched or not dispatched or at what stage it is—simply by logging onto the CRM platform."
"The solution is stable."
"Getting the right information at the right time across different programs is important. These programs lack interaction between them. IPA is a good option to bring them together."
"The primary use case for us is lead creation and data management."
"We get very good support from SAP."
"The flexibility to design the portal and customize it according to the needs of the clients is valuable. The integration with SAP ERP is also valuable."
"The stability is good."
"The flexibility is very good."
"The best thing about the tool is its data model. The underlying data model refers to how the data is stored in databases. We can also experience the ease of developing anything with the tool. We can customize any functionality as per any business challenge."
"Siebel CRM has enhanced customer engagement for our organization, particularly through its robust data model and flexible features. One specific scenario where Siebel CRM excelled was in addressing complex client requirements. For instance, we successfully implemented a module for email responses, a feature that was not readily available or as robust as other CRM tools. Additionally, Siebel's open UI module allowed us to customize the user interface for one of our clients completely. This customization proved to be a major selling point for our company."
"The tool's complaint management feature is very good. We used a CRM before, which lacked the integrations, so complaints had to be handled manually. With Siebel CRM, we have better integrations and can resolve complaints with a few clicks. When you're in the service industry, tasks matter a lot, especially when you have to access multiple systems to address issues. Being a bank, we currently have around 17 operational systems. It's not feasible to expect users to access them individually to make the necessary changes."
"Siebel CRM has a strong database model, workflow and integration tools."
"Siebel CRM is used for distributing information between systems, trouble ticketing, and case management."
"Siebel CRM's most beneficial aspects are the workflows. It has complete holistic workflows for a customer management system."
"The solution's order management pack is quite fantastic."
"We would like the coding system within this solution to be more straightforward when carrying out general entry tasks."
"The interface could be improved."
"There is no scope for integration because SAP does not allow any personal integration."
"The solution is slow."
"In the future, machine learning and artificial intelligence functionality need to be included."
"The solution needs more flexible customization, tender request, and they need to think about some of the localization aspects."
"There could be some specific configurable options on the UI level to improve visibility."
"The implementation and integrations could be better. After we went into the production environment, we had some issues. Most of them were with the ERP integration. Many other issues were around the client's integrations between the ERP and CRM platforms. It could be more user-friendly. It wasn't very user-friendly initially, but now it's easier for them to use. Now, the users can use that platform better than at the beginning. We would like to see reports with more analytic features and artificial intelligence in the next release. For example, show more metrics and KPIs and more dynamic dashboards. Because the platform has some models, but it's not easy to use. It's a little complex."
"The problem with Siebel is that everything is customizable in it. It's probably over-engineered, which makes it difficult to use, and it makes it difficult for the users to get started with the system."
"The UI could be improved by being fully cloud native as this is what our customers are looking for. It would also be great to see what updates are coming up for release and for updates to take place automatically without manual intervention."
"The solution itself is very heavy."
"However, there are areas that this product has not evolved at par with global industry trends, including the UX/UI and cloud capabilities."
"Siebel is pricey compared to other CRM tools. That's the problem. Although it's a highly stable and functionally rich application, customers are not willing to pay that price for it. Customers can find CRM software that gives them similar functionality at a lower price. There are so many others on the market like Salesforce."
"Siebel CRM should improve its UI. Because it's all about the customer experience and how the customer experiences it, the internal customer is more important for CRM than the people handling the company. So, you get frustrated if you don't have a very good user interface and user experience."
"I want Oracle to improve the tool’s UI with a vanilla application. I would also like to see an insurance broking vertical in their future releases. There are thousands of brokers who look for an insurance broking solution."
"The tool took a lot of time to deploy."
SAP CRM is ranked 4th in CRM with 40 reviews while Siebel CRM is ranked 5th in CRM with 17 reviews. SAP CRM is rated 7.6, while Siebel CRM is rated 7.8. The top reviewer of SAP CRM writes "It integrates well with our existing solutions, so we can analyze the data for analytics, forecasting and modeling". On the other hand, the top reviewer of Siebel CRM writes "Comes with complaint management feature but improvement is needed in UI ". SAP CRM is most compared with Microsoft Dynamics CRM, Salesforce Sales Cloud, Zoho CRM, Oracle CRM and monday.com, whereas Siebel CRM is most compared with Microsoft Dynamics CRM, Oracle CRM, Oracle CX Sales, Salesforce Sales Cloud and Oracle Fusion Service. See our SAP CRM vs. Siebel CRM report.
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