SAP has added service-level capabilities to its on-demand CRM software.

The company kicked off its software as a service business - with a sales force automation solution in February, and then in May added marketing. This, its third update, is the final piece of what it hopes will be a solid product.

Forrester analyst Liz Herbert said the SAP CRM solution is now displaying the kind of depth SAP is known for: "SAP added a component for managing products that many on-demand CRM vendors don't have. You can use it as the product master or bring in the product master which is typically found in the ERP system."

The new service component includes Service Ticket Management, Rule-based Service Ticket Distribution, and Service Level Monitoring. Also included is a rules-base service-level determination calculator that automates the routing of service tickets based on a customer's service level agreement, said marketing head Angela Bandlow. "It's a tiered service that tracks SLAs based on the customer and the required response time," she said.

One of the key differences for the SAP offering, according to both Bandlow and Herbert, is its ability to integrate easily with MySAP ERP systems on the back-end. Using product information found in the ERP system, a sales person can pull up manufacturing availability and pricing information and deliver a quote in real time online.

Bandlow said while this completes the three major components of SAP CRM OnDemand, quarterly updates can be expected with the next update due in December.