SAP Engagement Cloud (formerly SAP Emarsys) Reviews & Product Details

I appreciate SAP Emarsys for its drag and drop, segmentation, and the ease it provides in setting up journeys and reporting. It makes the process of creating campaigns much more enjoyable and user-friendly, especially in comparison to Hybris Marketing. I find the multiple language options for emails, suggested workflows, and enhanced reporting capabilities particularly useful. The integration of AI in SAP Emarsys expands the options available, allowing me to run better campaigns based on user behavior. The ease of use and the simplicity of integrating SAP Emarsys with other tools are also significant advantages that contribute to its appeal. Review collected by and hosted on G2.com.

limited out-of-the-box functionality in areas like native loyalty platforms and advanced retail personalization Review collected by and hosted on G2.com.

I like most the automation part and the freedom it provides to the clients, allowing us to use it the way the company intends for the customer. The analytics part is pretty simple and easy to use and visualize. The automation combines trigger, segmentation, recurring, and real-time features with a lot of channels available for us, letting us easily use more than 20 types of automations in our CRM. The implementation and initial use of the tool were smooth, thanks to the help of NTT Data. Review collected by and hosted on G2.com.

The main problem that doesn't work as well is that SAP Engagement Cloud is so online-focused. There are a lot of cool features that are only intended to work with online info, which limits a company that works both with online and physical sales. Features like price drop, predict recommendation, and product interest just work for online interactions, limiting the number of customers we could impact or the info we could use. Review collected by and hosted on G2.com.

Gosto da confiança nos segmentos e dados de clientes fornecidos pelo SAP Engagement Cloud (anteriormente SAP Emarsys). Os segmentos funcionam muito bem para mim e o histórico de alterações é particularmente útil ao verificar dados de clientes ou alterações de consentimento. Também aprecio as possibilidades de incluir campos personalizados. Review collected by and hosted on G2.com.

Eu não gosto do aspecto de 'buscar por', porque a lupa só permite buscar por e-mails. Eu gostaria de buscar meus clientes usando campos personalizados, como CPF. A configuração inicial não foi fácil porque usamos CPF como nossa chave principal, enquanto o SAP Engagement Cloud procurava por e-mails, então precisávamos personalizar muitas coisas. Review collected by and hosted on G2.com.

I like that SAP Engagement Cloud is easily adaptable and can be integrated with third-party systems, like CDP, using public APIs that can be configured. It’s great that it supports an omnichannel experience with trigger-based events and offers excellent filtering options before sending emails to ensure opt-ins are checked. I find the in-built recommendations and algorithms very good, which is useful for marketing purposes. We can track data from commerce and use segmentation to target specific users effectively, and the system’s recommendations like recently purchased items, viewed products, and shopping cart info are easily plug-and-play for our email promotions. Review collected by and hosted on G2.com.

Could be improvements like we had a separate marketing cloud where the segmentation was very good, but currently, we do not have that. It should have been better without whitelisting the domains for sending emails. Setup and initiating the engagement cloud is a bit of a tedious process. We have to raise a ticket and follow up, which has become challenging. Review collected by and hosted on G2.com.

I found SAP Engagement Cloud very informative and practical, especially for real-time customer engagement use cases. The real-time journey execution and event-driven architectures have been clearly explained by Koon and the team, which provided a great experience. I appreciate how it eliminates the need for middleware, directly triggering emails based on customer interactions on the website. The event-triggered communication feature is particularly useful as it automatically sends out emails, SMS, or WhatsApp messages based on events like abandoned carts or product views. The interactive session added a lot of value, and I found the overall session relevant for teams working in real-time engagement scenarios with SAP Engagement Cloud. Review collected by and hosted on G2.com.

The initial setup is really time-consuming because enabling the email, maintaining the tenant configuration, and validation requires creating a ticket to SAP. It takes about one or two days even with a medium priority. There's also a known issue called fail set mode that should be removed and given directly to the application owner instead of having to create a ticket with SAP. The 'wait for response' node is only available for event-based or event desk automation journeys. It should be available for all other journeys like product, tactics, and audience-based journeys. This would allow more flexibility in selecting customers instead of depending heavily on the event bus. Review collected by and hosted on G2.com.

I really like predictive intelligence, automation topics, and advanced segmentations. The creation of personalized campaigns is another feature I value. These functions allow me to execute complex data strategies in minutes, something that would traditionally take days. I can create customer segments that, for example, buy AE jeans, what their size is, and who haven't visited us in 6 months. In summary, these features make the tool valuable because they turn data into revenue. Review collected by and hosted on G2.com.

Currently in my country, there is a law that does not allow people to be contacted twice through the same channel. Currently, other tools have this implemented automatically. In my case, with SAP Engagement Cloud, it has to be done very manually. It was very difficult; in Colombia, there are no people who implement this solution correctly. That's why this implementation was extremely difficult and costly. Review collected by and hosted on G2.com.

I like that SAP Engagement Cloud offers a structured platform with a lot of possibilities, including multiple communication channels. It provides big opportunities for data analysis and is a very intuitive platform. The great support is another aspect I appreciate, and it allows us to only need one tool that offers it all, thus avoiding a long onboarding time since everyone can easily use it. Review collected by and hosted on G2.com.

The process of creating email designs is a bit more complex and could be improved by making it easier to build blocks, perhaps with more templates from the community. The same goes for the forms, the webchannel, and the data dashboard. They are outdated and it is not possible to design them individually without a big effort. Review collected by and hosted on G2.com.

I use SAP Engagement Cloud to handle customer engagement using real-time operational data, which lets my customer messages update automatically based on backend events like delivery issues. I appreciate not having to write cron jobs, webhooks, or ETL flows just to keep campaigns up to date. The real-time connection to ERP data automates complex problems like reduced ML infrastructure needs, less custom algorithm tuning, and no need to maintain recommendation engines. The system reacts instantly to operational events like inventory changes or delays because it's connected directly to SAP's core systems. Review collected by and hosted on G2.com.

There's no deep, code-level debugging like we have with custom microservices, CloudWatch metrics, message tracing. This makes it harder to identify the root cause of failures, slowing development cycles. The initial setup wasn't hard but definitely not plug and play. Review collected by and hosted on G2.com.

I appreciate how SAP Engagement Cloud (formerly SAP Emarsys) unifies client data and automates compliant, event-driven communications tailored to the capital markets industry. It centralizes investor profiles, transaction history, and engagement touchpoints, which helps eliminate data silos and reduces manual coordination across our team. The built-in compliance framework aligns perfectly with GDPR, BaFin, and MiFID II requirements, allowing us to execute institutional outreach, IPO updates, and fixed-income announcements confidently without heavy legal review. Its reliable workflow automation scales personalized client engagement efficiently, maintaining strong relationships with institutional investors, asset managers, and family offices without sacrificing quality or consistency. Review collected by and hosted on G2.com.

The reporting and analytics feel somewhat limited for capital markets-specific use cases. Custom dashboards for tracking institutional client engagement alongside deal performance require extra manual configuration. The native integration with our trading and portfolio systems works, but it often needs additional IT support to fully sync client and transaction data in real time. Review collected by and hosted on G2.com.

I love the drag and drop email builder, the powerful segmentation tool, and the good reporting insights in SAP Engagement Cloud. It allows us to send high-impact campaigns with built-in segmentation and reporting tools. I appreciate having the flexibility to design new templates and connect third-party integrations to build multichannel campaigns that reach the right audience. I like being able to build campaigns for different channels from the same platform. These tools make my job simpler and give me a single customer view. The platform itself is much more reliable and lets us manage automations in-house, build campaigns for other channels in one platform, and access more powerful tools like omnichannel vouchers and better reporting tools. Review collected by and hosted on G2.com.

I would like to be able to segment based on channel affinity, and to see more in-depth reporting for other channels like webchannel, mobile engage, and SMS. There's in-depth insight for emails, but very surface level for push and SMS when it comes to observing trends. Heatmaps for test emails would also be great. The setup was challenging due to some outdated systems on our side. Review collected by and hosted on G2.com.