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SAP CRM vs EngageBay

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Our analysts compared SAP CRM vs EngageBay based on data from our 400+ point analysis of CRM Software, user reviews and our own crowdsourced data from our free software selection platform.

Overview Pricing Benefits & Features User Ratings Analyst Summary Screenshots
SAP CRM Software Tool
EngageBay Software Tool
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Product Basics

SAP provides a cloud-based customer experience suite built on the SAP C/4HANA framework, delivering marketing, sales, e-commerce, customer data and service capabilities. Features include sales automation, ABM, augmented intelligence, real-time data, multichannel campaigns and inventory management. Organizations can choose specific products for more focused functionality or implement all five to gain a comprehensive ecosystem.

Analyst’s Note: 

In addition to SAP’s cloud products, it also offers SAP CRM, a well-established solution for clients looking to deploy on-premise. While SAP currently supports the on-premise version for thousands of customers, has continued to release product enhancements and hasn’t yet indicated any plans to sunset the product, it’s possible that may change.

As of November 2019, SAP’s Director of Product Management stated that SAP may choose to forego extension of mainstream maintenance beyond the current guarantee of 2025. Assuming that remains the case, he recommended new customers avoid looking into SAP CRM and instead consider S/4HANA (for those in need of ERP functionality as well) or C/4HANA (for those interested specifically in customer experience capabilities).

In light of this, our analysis focuses solely on C/4HANA’s cloud products.
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EngageBay is a comprehensive software designed to streamline customer relationship management (CRM) alongside marketing, sales, and service automation. It is particularly well-suited for small to medium-sized businesses seeking an affordable, all-in-one solution to manage and nurture customer relationships, automate marketing processes, and boost sales. One of the key benefits of EngageBay is its ability to offer a wide range of functionalities at a competitive price point, making it an attractive option for businesses looking to maximize their budget. Popular features include email marketing, lead generation tools, and a centralized CRM system that helps businesses keep track of customer interactions and manage tasks efficiently. When compared to similar products, users often highlight EngageBay's user-friendly interface and the exceptional value it provides, given its lower price range. Pricing models are flexible, with options ranging from monthly to annual payments, allowing businesses to choose a plan that best fits their financial and operational needs.

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$58 Monthly
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$11.99 Monthly, Freemium
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Windows
Mac
Linux
Android
Chromebook
Windows
Mac
Linux
Android
Chromebook
Cloud
On-Premise
Mobile
Cloud
On-Premise
Mobile

Product Assistance

Documentation
In Person
Live Online
Videos
Webinars
Documentation
In Person
Live Online
Videos
Webinars
Email
Phone
Chat
FAQ
Forum
Knowledge Base
24/7 Live Support
Email
Phone
Chat
FAQ
Forum
Knowledge Base
24/7 Live Support

Product Insights

  • Single Customer View: Create personalized experiences by leveraging data from multiple channels and continuous updates for new interactions. A dashboard displays information from sources such as CRM, ERP, social media and more. Conduct granular analysis for sentiment engagement, customer journey insights and more via filtering. 
  • Budget Planning: View graphical budget totals for different regions, analyze historical data and drill into specific budgets to make adjustments. Summarized campaign views allow detailed planning for marketing spend. Integration with procurement and finance tools provides a status overview in real time. 
  • Audience Identification: See which contacts are best to target with campaign targets and which are ready to buy immediately. Assess the locations and interests of various customer segments with a global map and tag cloud. Easily create segments using a drag-and-drop interface. 
  • Multichannel Campaigns: Leverage trigger-based campaigns across social media, paid search and more with a range of messages to more accurately target audience interests and stages. Real-time metrics give insight into campaign performance, enabling in-campaign adjustments that improve ROI. 
  • Centralized Inventory View: Receive a comprehensive view of inventory and track all new orders and their accompanying details, such as delivery mode, pickup location and status. Give customers the ability to buy online and pick up or return in-store. 
  • Unified Customer Experience: Drive 24/7 support across all channels with AI-based chatbots that have advanced language processing to facilitate natural conversations. Customer service agents have access to the chat thread for full context in case of a query transfer, as well as a single UI to simplify activities. Integrate with SAP Commerce Cloud to provide chat, email, video chat and phone tools for online shops. 
  • Real-Time Insights: Cut costs and focus efforts on the most profitable campaigns via campaign performance analysis. Out-of-the-box reports show KPIs for key channels including email and Facebook, with a rich set of metrics available. 
  • Extensive Integrations: Extend functionality using the SAP Cloud Platform, which comes with over 150 pre-built connectors and an extension factory. Build and deploy apps or use the 1,000+ apps developed by SAP partners. 
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  • Increase Customer Satisfaction: Ensure customer needs are met through dedicated multichannel customer support. Maintain SLAs to support positive customer experiences through KPI tracking and performance-based insights that make outreach and support easier to adapt. 
  • Respond Quickly: Reduce response times to customer queries with intelligent chatbots, automatic query routing and reply templates for real-time conversations. 
  • Market Effectively: Easily build campaigns with drag-and-drop designs and adjustable SEO settings. Use reporting and analytics to improve customer engagement strategies and target leads better. 
  • Get More Capabilities: Enhance the CRM by integrating with various software, like Zapier, Xero, Mailgun, Mandrill, Postmark and Sendgrid. The WordPress integration gives access to built-in plugins such as contact forms, website pop-ups, landing pages, live chats and WooCommerce. 
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  • Lead and Account-Based Marketing: Offered in SAP Marketing Cloud and caters specifically to B2B environments. 
    • Includes visual tools such as a shared calendar for campaigns and a dashboard that displays budgets and costs in real time.
    • Provides intelligent scoring, profiling and geospatial data, showing which accounts to focus on.
    • Syncs account interactions with SAP Sales Cloud.
    • Uses machine learning to analyze contact behavior, classify and rank contacts, as well as spot segments with similar behavior.
  • Experience Management: This WYSIWYG tool supports web page creation and editing, as well as enables the creation of one design suitable for use on mobile devices, tablets and desktops. Includes the option to embed banners and promotions, along with personalizing different elements. 
  • Product Content Management: Offers a central interface for managing products and catalogs that can serve as a master product database. Equipped with bulk editing, support for multiple product attributes and multilingual functionality. 
  • Sales Automation: Provides a central platform for account and opportunity management that stores data in a single place for easy availability and increased visibility. Capabilities include quarterly revenue forecasting and lead scoring. 
  • Configure, Price, Quote (CPQ): Handles complex quotes via an intuitive interface. 
    • Allows sales reps to generate quotes quickly and supports a variety of price books for offering the most effective discounts.
    • Assists with onboarding via embedded intelligence and can guide reps toward products that customers are more likely to buy.
    • Includes margin protection guardrails and automatic approval triggers.
  • Sales Performance Management: Includes: 
    • Simple setup with a drag-and-drop interface.
    • Built-in rules library to compare, test and launch promotions and plans from one interface.
    • Calculations for a range of criteria, territories, teams or verticals.
    • Automatic calculation of bonuses and commissions.
    • A mobile app for reps, with a range of functionalities such as accelerators and a what-if calculator.
    • Augmented intelligence tool that prescribes recommendations for compensation plans.
  • Augmented Intelligence: Can be deployed without requiring the help of data scientists. Leverages AI and machine learning to automatically detect outliers, make selling suggestions that boost revenue and more. 
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  • Lead Management: Manage sales leads and track pipelines with personalized outreach, automated lead distribution, sales pipeline management and customer journey mapping. 
  • Deal Management: Streamline sales processes with complete visibility into deals across all stages. Sort and filter, anticipate close dates and make data-driven decisions. 
  • 360-Degree Customer View: View all customer information, aggregated into one dashboard. 
  • Appointment Scheduling: Schedule appointments faster by publishing work calendars online. Eliminate unnecessary communication, automate reminders and customize appointments and meeting schedules. Other supported features include time zone adaptiveness, cross-device mobility and two-way calendar sync. 
  • Contact Management: Store and organize all contacts in one place. The interface supports cross-channel communications, contact activity tracking and more on a single dashboard. 
  • CRM Email Integration: Keep records of conversations with two-way email communication between internal teams and customers. Email tracking helps clarify the best course of action. 
  • Sales Tools: Tools like sales automation, multiple deal pipelines, ABM, proposal management and customer journey views to improve lead conversion rates and close more sales. 
  • Lead Scoring: Locate, score and track promising leads. Set parameters to guide team members in which leads to pursue, increasing the chances of conversion. 
  • Project Management: Keep sales and marketing teams in sync with features like task creation, lead advancement and task tracking with the help of a funnel. 
  • CRM Telephony: Provide team members with data-backed, context-rich information for each call. The platform provides single-click dialing, call reminders, personalized customer details and conversation history, automatic call logging, analytics and tracking, and more. 
  • Employee Engagement: Motivate and engage internal teams with leaderboards, challenges and instant recognition to create a high-performance culture. 
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Product Ranking

#52

among all
CRM Software

#389

among all
CRM Software

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User Sentiment Summary

Good User Sentiment 516 reviews
Excellent User Sentiment 209 reviews
76%
of users recommend this product

SAP CRM has a 'good' User Satisfaction Rating of 76% when considering 516 user reviews from 5 recognized software review sites.

94%
of users recommend this product

EngageBay has a 'excellent' User Satisfaction Rating of 94% when considering 209 user reviews from 3 recognized software review sites.

4.9 (14)
5.0 (43)
3.5 (204)
4.6 (99)
4.1 (167)
4.6 (67)
4.4 (21)
n/a
3.6 (110)
n/a

Awards

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EngageBay stands above the rest by achieving an ‘Excellent’ rating as a User Favorite.

User Favorite Award

Synopsis of User Ratings and Reviews

Reporting: It’s possible to create high-quality micro and macro reports for all customers and for internal control, according to 63% of users mentioning reporting.
Integrations: The ability to leverage operational reporting and seamless, intelligent integration with ERP and a business warehouse aids productivity, as observed by 66% of users referring to integrations.
Tracking: All user reviews of this feature indicated the software offers flawless tracking for high volumes of sales transactions.
Configuration and Customization: It’s possible to customize and configure according to business needs, as noted by 75% of reviews referencing these features.
Automation: It’s easy to automate and integrate customer contact activities, sales, marketing, and customer service, according to 83% of users who wrote about automation.
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Usability: According to 84% of users who mentioned this aspect, the solution is easy to use and intuitive.
Customer Service: According to 97% of users who mentioned this, the support team is professional and responsive.
Features: About 94% of users said the software provides the most essential elements.
Pricing: Regarding this aspect, 94% of users said that the cost is cheap and competitive.
Customization: Of the users who talked about this, 75% said the solution offers useful, need-based customization options.
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Not Budget-Friendly: The platform’s implementation is costly compared to competitor products, and 63% of users who mention cost suggested maintenance is also expensive.
Not User-Friendly: The software isn’t very flexible and is difficult to learn, as observed by 58% of reviews mentioning this aspect.
Inefficient Workflow: The workflow is not very clean and efficient, and it takes considerable effort, time and money to implement actions, according to 63% of users who reference this feature.
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Learning Curve: The platform has a steep learning curve for those who haven’t used marketing automation before, according to 76% of users.
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SAP’s CRM products provide a rich set of features to aid the customer lifecycle. Users highly approve of its seamless integration, tracking and reporting features. Additionally, automation makes work easier and enhances productivity. However, using workflows can be time-consuming, and the software isn’t very intuitive. It’s also very pricey to implement. It’s best suited for companies, particularly enterprises, with heavy sales, marketing and delivery usage, as well as advanced, complex needs.

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EngageBay offers a suite of CRM and marketing tools to help convert visitors into customers and improve overall customer experience. User reviews state that it’s easy to use and has great features, customer service and a competitive price. Ticketing tools, chat widgets, intelligent AI and email broadcasts are some features that users appreciate. Negative reviews mentioned limited drag-and-drop options in templates, inadequate training material and an outdated UI. All in all, EngageBay is an excellent solution for small and medium-sized businesses to help improve customer engagement.

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Screenshots

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