Name: SAP Engagement Cloud
Rating: 4.7 (202 reviews)

Overview

Product Information on SAP Engagement Cloud

Updated 13th October 2025

What is SAP Engagement Cloud?

SAP Emarsys is a software designed to facilitate omnichannel customer engagement through automation and personalization capabilities. It enables businesses to manage, execute, and analyze marketing campaigns across various channels such as email, mobile, social media, and the web. The software provides segmentation, predictive analytics, and real-time data to improve interactions with customers and optimize marketing efforts. SAP Emarsys helps organizations address the challenge of consolidating consumer data from multiple sources to deliver targeted messaging and measurable results, supporting marketers in effectively managing customer relationships and lifecycle journeys.

Overall experience with SAP Engagement Cloud

Chief Marketing Officer

<50M USD, Retail

FAVORABLE

“Emarsys Offers Extensive Features but May Overwhelm With Options and Pricing”

5.0

Oct 9, 2025

Overall we are very happy with Emarsys as a system and with the support and service we receive from the personnel working at Emarsys.

Senior eCommerce Manager

250M - 500M USD, Retail

CRITICAL

“Good to have automation options but takes time to revise based on own needs.”

3.0

Apr 2, 2024

It's flexible that we can edit the email templates by blocks. But it is not very user friendly to use so, as changing the block templates requires knowledge on HTML. For example, we are creating a flow on Personalization Automation, but found it difficult to build the templates, and the support team was barely able to support us in revising the HTML coding. Even they provided feedback on our queries but took time to receive the feedback.

About Company

Company Description

SAP was founded in 1972 and is headquartered in Walldorf, Germany. The company employs over 105,000 people globally and develops software solutions for enterprise resource planning (ERP) and related business functions. SAP’s early products, SAP R/2 and SAP R/3, were widely adopted for managing core business processes. Its current ERP platform, SAP S/4HANA, uses in-memory computing to support data-intensive operations and integrates capabilities such as artificial intelligence and machine learning. SAP offers a portfolio of software applications that support various business functions across industries. These applications are designed to operate on a unified digital platform. As of 2025, SAP reports over 230 million cloud users and provides more than 100 solutions. The company’s offerings are used by organizations to manage finance, human resources, procurement, supply chain, and other operational areas.

Company Details

Company type

Public

Year Founded

1972

Head office location

Walldorf, Germany

Number of employees

10001+

Annual Revenue

30B+ USD

Website

http://www.sap.com

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SAP Engagement Cloud Likes & Dislikes

Easy to use, efficient, programs that run on its own, knowledge and know-how gathered from a huge amount of companies and countries, data driven marketing tools that reach out to the clients with the proper message at the right time, easy and quick support, great account manager who is dedicated and engaged in making sure the tools are being used in the best possible way, lots of interesting seminars/reports/educations (that I never take the time to listen into, but I will, someday...)

Flexible design on email templates. Client success manager in Hong Kong is willing to support on biweekly meeting to follow up with us. Support with marketing automation. Support with A/B testing.

Ability to create a Unified customer view. customer segmentation and personalisation.

Previous account managers have had too little knowledge about the practical use of the tool, the business reviews we had were mostly about overall strategies and benefits of using specific programs. The current account manager we have is very much hands on and is very familiar with using the system and can practically help us set up new programs or review existing programs. The danger with Emarsys is that you get comfortable with your automation programs/tactics and that you dont work actively with them. You need someone (a person) to push you and to review your work from time to time. The price is high compared to competitive solutions on the market. The development of easy to use, good and data driven CRM systems is going so fast and there are very good options available today, for a lot less money. The amount of options you can use with Emarsys is huge, maybe sometimes too much? I feel like I have bought a Porsche car that I am using only in gear 3. Maybe it would be a good idea to split some of the functions and make it possible to buy less and to grow into more functions as you develop as a company? I believe that would make you competitive in the market, making it easier to enter as a client for a lower cost and then grow with Emarsys. For us as a client it would be amazing to be able to pick some functions as a starting package.

Not timely support by the support team. Limited to HTML coding to revise the blocks. The recommendation result does not seem to be related to the customer's behavior.

Mapping with external data sources can be challenging documentation can be better, but the product is intuitive. Out-of-box capabilities strong, slightly weak on enabling customisation.

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Recommended Gartner Insights

<50M USD

Retail

Review Source

Emarsys Offers Extensive Features but May Overwhelm With Options and Pricing

Chief Strategy Officer

50M-1B USD

Platform Excels in Unified CImpact, Data-Driven Customer Engagementhallenging

Oct 23, 2025

I’d say adopting Emarsys as our CRM platform has been a real game changer. It’s intelligent enough to handle segmentation and personalization seamlessly, with a whole suite of powerful features that help build an integrated customer view across all channels. This gives us a truly holistic understanding of our customers — and ultimately enables us to deliver even more value back to them.

Director of Marketing

A powerful, AI-driven marketing automation platform backed by exceptional customer support and continuous innovation support and

Oct 8, 2025

Our overall experience with SAP Emarsys has been excellent. The platform has become a key partner in our marketing automation and personalization strategy. It's robust, easy to scale, and it's evolving to add new features, which is something I really value, since they are genuinely designed around customer needs.

Global CRM Manager

Email Campaign Creation Praised While Documentation and Support Ticket Challenges Persist

4.0

Great support from Strategic Services and Customer Success Manager on strategy. It could be more user-friendly and the documentation sometimes is out of date.

Head of Direct Marketing and Loyalty

Personalized and automated communication across channels, driving higher conversion and costumer loyalty

Oct 7, 2025

Our experience with SAP Emarsys has been highly positive. The platform has enabled us to automate customer communications, personalize messages across multiple channels, and segment audiences with precision, which has led to measurable improvements in revenue, customer loyalty and average order value.