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SAP CRM vs Kommo

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Our analysts compared SAP CRM vs Kommo 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
Kommo 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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Kommo (formerly amoCRM) is a messenger-based multifunctional sales management solution. It helps users manage digital pipelines, keep leads engaged using behavioral triggers and streamline core processes like lead nurturing, task assignment, sales analytics, campaign and communication management and performance tracking.

Available with cloud-based deployment and full-featured mobile access on iOS and Android, it enables fast deployment and on-the-go accessibility to build a powerful sales stack.

Pros
  • Intuitive interface
  • Robust automation features
  • Seamless integrations
  • Strong mobile app
  • Excellent customer support
 Cons
  • Limited customization options
  • Occasional bugs and glitches
  • Steeper learning curve for some features
  • Pricing can be higher for larger teams
  • Reporting could be more robust
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$58 Monthly
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$15/User, Monthly
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Small 
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Large 
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Small 
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Medium 
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Large 
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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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  • Easy to Use: A sleek user-friendly interface makes it easier for users to get onboarded and adopt the system quickly. With a central dashboard displaying all critical business information, users can keep tabs on their priorities and improve performance. 
  • Mobile Apps: Kommo is available as a fully-functional app on both Android and iOS devices, letting users work effortlessly on-the-go. 
  • Unified Communications: Kommo manages all communication with prospects, leads, clients and team members with a central platform. One-click dialing, call log and records creation, a team-messaging interface and more ensure that no important information is missed. 
  • Efficient Collaboration: Users can collaborate with their team members and service providers through a dedicated communication platform. With smart notifications and seamless communication, it’s easy to keep track of all activities and stick to the timeline. 
  • Streamlined Lead Generation: The application captures, logs and centralizes lead information from all channels such as phone, email, live chat, social media, web forms and landing pages. Similarly, users are also notified when a given lead progresses along the buyer’s journey so that relevant action can be taken to help improve close rates. 
  • Reliable Customer Support: Offers reliable service delivery for onboarding, training and subsequent user queries and concerns. With24/7 live chat support and other support mediums like phone, email and tickets, users can expect dependable customer services. 
  • Integrations: Kommo is integrated with numerous tools across email marketing, bots and messenger services, phone and VoIP tools, lead capturing tools, social media channels and marketing tools. Additionally, an open API enables users to integrate with services and widgets of their choice to fit their business requirements. 
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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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  • Dashboards and KPIs: Dashboards offer key business insights at a glance with a visual representation of important KPIs. Users can also customize dashboards and reports to suit their needs by adding or creating widgets to gather additional information and pull data from other tools they use. 
  • Digital Pipeline Management: The application manages a digital pipeline to capture leads from all channels. It tracks lead behavior, triggering nurture and follow-up campaigns and communications to engage leads when they are most responsive, automating the entire sales process. 
  • Custom Pipelines: Users can build custom webhooks according to their sales process to track contact changes, leads and companies. Custom pipelines built using webhooks can also be used to trigger actions for specific events. Multiple digital pipelines can be built and managed simultaneously. 
  • VoIP Integration: With pre-built telephonic integrations, users can perform 1-click dialing. They can also log, record and redirect calls, manage call lists and track progress with call reports. 
  • List Management: Leads and contacts can be categorized using custom fields and tags. Similar leads, or leads in the same stage of the buying journey, can be pulled together in lists to perform bulk actions, such as targeted campaigns and communication, making it easier to manage the sales process. 
  • Task Management: Users can create and save custom tasks, automate trigger-based and repetitive tasks and streamline their sales process. The tasks, along with their agendas and deadlines, automatically sync to the calendar. 
  • Webforms: Kommo allows users to create web forms and landing pages using pre-built templates to capture leads from the website and sync the submitted forms to lead data. 
  • Email Marketing: The platform syncs with all major email marketing solutions so that users can engage the right contacts in their drip campaigns and newsletters. It also offers pre-built templates for follow-up conversations that can be customized as per the users’ needs. 
  • Two-Way Email Sync: Kommo syncs all emails – sent and received – from the email service provider to the platform, so that no information is left behind, improving response time and quality. 
  • Data Management: Users can manage detailed contact information, leads, prospects and companies in a central location. They can also bulk import and export, as well as scan business cards to directly process and manage lead data. 
  • Online Chat Management: Powered with AI chatbots, users can easily answer most common queries without human resources. In case of critical queries, a customer care or sales executive is automatically assigned to provide more personalized service. 
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Product Ranking

#52

among all
CRM Software

#37

among all
CRM Software

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User Sentiment Summary

Good User Sentiment 516 reviews
Great User Sentiment 175 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.

89%
of users recommend this product

Kommo has a 'great' User Satisfaction Rating of 89% when considering 175 user reviews from 5 recognized software review sites.

4.9 (14)
5.0 (12)
3.5 (204)
4.1 (23)
4.1 (167)
4.5 (131)
4.4 (21)
4.0 (3)
3.6 (110)
4.2 (6)

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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Simple and intuitive interface: Kommo's clean design and logical navigation make it easy for users of all technical levels to learn and adopt quickly.
Streamlined sales pipeline: Visualize your sales pipeline, track deals effectively, and automate repetitive tasks to focus on closing deals.
360-degree customer view: Unify customer data from various sources to gain a complete understanding of each customer and personalize interactions.
Boost team collaboration: Share information, assign tasks, and track progress seamlessly within Kommo, keeping your team aligned.
Data-driven insights: Generate comprehensive reports and gain actionable insights to optimize your sales strategy and improve performance.
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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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Limited reporting capabilities: Some users find the built-in reporting features somewhat basic and may require additional tools for comprehensive analysis.
Customization restrictions: While Kommo offers customization options, certain elements, such as the sales pipeline stages, are not fully customizable to fit unique workflows.
Occasional technical glitches: Users have reported occasional bugs or slowness in the platform, which can disrupt workflows.
Customer support response times: Some users have experienced longer-than-expected wait times for customer support responses during peak periods.
Limited integrations: While Kommo integrates with popular tools, the selection of integrations could be expanded to connect with niche or industry-specific platforms.
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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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Kommo shines for its user-friendliness and affordability, often winning praise for its intuitive interface and clean design. "It took me minutes to figure out Kommo, unlike our old CRM that felt like climbing Mount Everest," one user raved. This ease of use makes it a popular choice for smaller teams or businesses transitioning to their first CRM. However, power users may find its reporting features and customization options a bit limiting compared to industry giants like Salesforce. "While Kommo's drag-and-drop pipeline is nice, I miss the deeper reporting and automation capabilities I had in Salesforce," another reviewer commented. Additionally, some users have encountered occasional technical glitches or experienced longer wait times for customer support during peak periods. The lack of native integrations with more niche or industry-specific platforms is another point of comparison. However, Kommo's open API and Zapier integration help bridge the gap, something absent in some competitors. "Kommo doesn't integrate directly with our marketing automation tool, but Zapier acts as a seamless bridge, which is something my previous CRM simply couldn't do," remarked one user. Overall, Kommo emerges as a strong contender for businesses seeking a user-friendly and affordable CRM solution. Its ease of use and intuitive interface make it ideal for beginners or smaller teams, while its open API and Zapier integration offer flexibility for growth. While it may lack the advanced features and reporting of some top competitors, its strengths in usability and affordability make it a compelling choice for businesses prioritizing a smooth CRM transition or a streamlined sales workflow.

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Screenshots

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