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SAP CRM vs Salesforce Health Cloud

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Our analysts compared SAP CRM vs Salesforce Health Cloud 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
Salesforce Health Cloud 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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Salesforce Health Cloud enables healthcare providers to store, track and monitor health records while building stronger relationships with patients. It assists healthcare professionals in providing more comprehensive care by knowing and meeting patient expectations. The easy-to-use interface allows patients to gain real-time connections with medical teams. When combined with Salesforce Service Cloud, it gives providers a more precise view of patient information such as demographic, lifestyle and health to better serve customers.

It allows users to access data from various sources, including wearables and EHR/EMR platforms, as well as view critical information such as past patient health records, current and past medications, and appointments.
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$58 Monthly
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$325/User, Monthly
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Small
Medium
Large
Small
Medium
Large
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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  • Personalized Engagements: The platform connects teams on a single and secure platform so doctors are available for their patients. This makes patients feel cared for and connected when in need. 
  • Proactive Care: Predictive analytics helps identify patients who are at high risk. This lets users proactively prioritize, manage and cater to patients with appropriate care and management programs. 
  • Time Saved: Quick approvals and data updates reduce a significant amount of man-hours, enabled by multiple integrations that allow users to automate workflows. 
  • Care Coordination: Providers can improve services through better data insights with a platform that simplifies viewing patient records and consolidates a real-time view of patient records. 
  • Data Intelligence: The system assists in data segmentation so users can create personalized patient engagement. Artificial Intelligence helps extract data and turn it into useful insights. 
  • Engaged Patients: Patients are able to engage via their preferred channels and modes of communication such as text, email, web chat or phone call, helping practices be more approachable for patients. 
  • Member-Centricity: The platform provides a 360-degree view of the member journey to quickly resolve questions related to plan details, coverage and costs. AI identifies high-risk members, recommends the next best actions and increases member engagement. 
  • Escalations: Call center representatives have easy access to medical history, patient details, plan information, communication history, preferences, medical claims and offerable benefits. 
  • AI-Based Intervention: The platform suggests the best methods for intervention, using AI and data analysis to predict patients who are likely to stop adhering to a medical routine. 
  • Trial Candidate Recruiting: Salesforce Health Cloud uses AI to surface data insights and applies predictive analytics to identify and recruit candidates for clinical trials. 
  • Optimized Support Programs: Users can improve support programs by leveraging AI to surface data for predictive recommendations. It also gains access to real-world data to gain patient-related outcomes. 
  • Data Insights: AI helps sales teams in real-time by informing production and covering needs across sales, marketing and service. The platform also pulls competitor data with actionable insights so companies can compete in the market more effectively.  
  • Actionable Insights for Devices: The software helps evolve devices and services by offering actionable insights for R&D purposes across all devices, aiding performance and supporting patient and clinician feedback. 
  • Personalized Communications: Health Cloud allows users to integrate EHRs and other systems to identify, segment and personalize communications for patients with the help of HIPAA-compliant self-service portals. 
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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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  • Native Mobile Application: Salesforce Health Cloud is compatible with both iOS and Android devices and can be accessed through Salesforce's mobile app so users and patients can stay connected anytime, anywhere. 
  • Account Management and Forecasting: Access to detailed patient histories lets healthcare workers take the best actions needed. Additionally, AI helps prioritize activities to spot new prospects and close deals. 
  • Sales Dashboard: This feature helps users manage new sales initiatives, improve account performance and monitor sales effectiveness all in one place. It’s supported by insights derived from the software’s data analytics. 
  • Real-Time Messaging: This feature enables real-time, collaborative messaging for everyone from medical professionals and patients to family members and care teams. It also allows patients to reach out to medical advisors through live chat. 
  • Patient Portal: Combining several associated apps, this feature helps patients connect with medical providers in a secure environment. The portal makes it easy for patients to share information and simplifies their healthcare journey. It also assists users in acquiring new patients and providing a comprehensive data view that supports existing patients. 
  • Approval Workflows: This feature allows users to create customized workflows for obtaining therapy approvals. The platform integrates data from multiple systems, and AI tools monitor data to provide insights that allow even greater automation. 
  • App Builder: The software provides drag-and-drop tools such as the Lightning App Builder so users can build apps with less hassle. 
  • Territory Management: Salesforce Health Cloud provides a combination of forecasts that cover industry data, allowing a real-time view for users to create multiple territory models. Using it alongside Salesforce’s territory management capabilities promotes optimum results. 
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Product Ranking

#52

among all
CRM Software

#67

among all
CRM Software

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User Sentiment Summary

Good User Sentiment 516 reviews
Good User Sentiment 11 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.

74%
of users recommend this product

Salesforce Health Cloud has a 'good' User Satisfaction Rating of 74% when considering 11 user reviews from 2 recognized software review sites.

4.9 (14)
n/a
3.5 (204)
n/a
n/a
4.67 (3)
4.1 (167)
n/a
4.4 (21)
n/a
3.6 (110)
3.35 (8)

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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Centralized Patient View: Many users appreciate having all patient data in one place, including medical history, appointments, communications, and care plans. This comprehensive view helps them understand patient needs better.
Personalized Engagement: Salesforce Health Cloud enables tailored communication with patients based on their individual health data. This could involve sending personalized reminders, educational content, or follow-up messages, leading to better patient engagement.
Streamlined Processes: Users report improved efficiency due to automated workflows and tasks. For example, appointment scheduling, referrals, and claims processing can be streamlined, freeing up staff for more critical tasks.
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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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Complex Configuration: Some users have reported that setting up and configuring Health Cloud can be quite complicated and may require significant technical expertise or the involvement of Salesforce consultants.
Limited Customization: While Health Cloud offers industry-specific features, some users have expressed that customization options can be somewhat limited, making it challenging to tailor the platform precisely to their unique workflows and requirements.
Integration Challenges: Integrating Health Cloud with existing systems, especially legacy healthcare applications, has proven difficult for some users, potentially leading to data silos and workflow disruptions.
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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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Is Salesforce Health Cloud the crème de la crème of healthcare CRM? User reviews from the past year suggest that Salesforce Health Cloud is a strong contender in the healthcare CRM space, but it's not without its drawbacks. Users praise its comprehensive features, highlighting its ability to manage patient data, track appointments, and facilitate communication. They also appreciate its customizability, allowing it to be tailored to the specific needs of different healthcare businesses. The integration with other Salesforce products is another major plus, boosting efficiency and productivity. However, some users find the platform's complexity daunting, particularly for smaller practices with limited IT resources. Others point to the high cost of implementation and maintenance as a potential barrier. Despite these drawbacks, Salesforce Health Cloud's strengths make it a good fit for larger healthcare organizations with the resources to maximize its potential. Its robust features and seamless integration with other Salesforce products can streamline operations and enhance patient engagement. However, smaller practices might find more user-friendly and cost-effective solutions on the market.

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