Siebel CRM offers a robust platform known for flexibility and scalability, providing advanced integration with Oracle products and meeting diverse tasks in customer management.
| Product | Mindshare (%) |
|---|---|
| Siebel CRM | 1.1% |
| Microsoft Dynamics CRM | 2.7% |
| Salesforce Sales Cloud | 2.3% |
| Other | 93.9% |
| Title | Rating | Mindshare | Recommending | |
|---|---|---|---|---|
| Zendesk | 4.0 | 1.4% | 91% | 69 interviewsAdd to research |
| Microsoft Dynamics CRM | 3.9 | 2.7% | 93% | 80 interviewsAdd to research |
The ROI from Siebel CRM is positive when customers are willing to invest in it due to its unique functionality that other CRMs lack.
| Company Size | Count |
|---|---|
| Small Business | 2 |
| Midsize Enterprise | 1 |
| Large Enterprise | 13 |
| Company Size | Count |
|---|---|
| Small Business | 110 |
| Midsize Enterprise | 58 |
| Large Enterprise | 137 |
Siebel CRM stands out due to its flexibility, stability, and scalability, making it a preferred choice in customer relationship management. Users appreciate its integration capabilities and the ability to customize features, ensuring it adapts to complex business requirements. Key strengths include complaint management, workflows, and efficient data modeling for complex products. It supports multiple systems, enhancing customer engagement and facilitating tasks like marketing and financial modeling. Its seamless integration with Oracle products increases efficiency, particularly favored in the financial sector.
What are some key features of Siebel CRM?In telecom and banking, Siebel CRM is leveraged for managing customer interactions and enhancing service experiences. Enterprises use it for product catalogs, while call centers benefit from its efficiency in handling customer service requests. Its ability to integrate information significantly benefits sales and marketing activities in diverse industries.
Siebel CRM was previously known as Siebel Sales.
Hover Automotive India Pvt. Ltd., Lawn Tennis Association, Tªrk Telekom, Bouygues Telecom, City of Atlanta, IGEPA IT-SERVICE GmbH, ec4u expert consulting AG, Salud Responde, Sascar, Banca Transilvania, UL, Ingersoll Rand, The Royal Dutch Touring Club ANWB
| Author info | Rating | Review Summary |
|---|---|---|
| CRM Specialist at Allied Bank Limited | 3.5 | We use Siebel CRM on-premises for customer service and profiling due to its strong integration capabilities, but its limited analytics performance led us to rely on Power BI; overall, I rate it 8 out of 10. |
| Oracle Siebel CRM Developer at Areon Consulting | 3.5 | I develop for Siebel CRM, which aids large corporations like banks and mobile companies in communication, data storage, and automation. The interface could be more intuitive, and documentation should be more visual to streamline finding information. |
| Senior Manager at Credit Suisse | 3.0 | We use Siebel CRM to store billing data, valuing its customizable views. However, it lacks user-friendliness, with numerous tabs and features challenging to navigate. Users often find it confusing and need to refresh repeatedly for updated information. |
| Unit Head CRM and Customer Engagement Platforms at Allied Bank Limited | 4.0 | We use Siebel CRM primarily for sales, phone banking, and marketing. It excels in complaint management due to its strong integrations, but its user interface needs improvement for better user experience. The Customer 360 feature also supports our analytics needs. |
| Senior Manager, Siebel Services, Technology Enablement at a consultancy with 10,001+ employees | 4.0 | We use Siebel CRM to create tailored customer solutions, benefiting from its robust data model and UI customization. However, Oracle's slow updates have impacted competitiveness, and licensing could be more flexible for smaller clients. |
| CRM Manager at Banque Du Caire | 5.0 | We use Siebel CRM in the telecom and banking domains to enhance customer experience. It's a leading CRM product with numerous features and benefits. Though deployment was time-consuming, we see a positive ROI due to our extensive user base. |
| Technical project manager at Saudi Telecom Company | 4.0 | I use Siebel CRM for managing product catalogs and distributing information across systems. While it's beneficial for trouble ticketing and case management, it doesn't help agents provide faster customer feedback, as some features aren't ideally suited for it. |
| Development Manager at Dxperia | 5.0 | We primarily use Siebel CRM for developing workflows, service, and financial modeling. It's flexible, stable, and scalable. However, the documentation and support need improvement, with challenges for new users. Despite considering Salesforce, I prefer Siebel CRM for its reliability. |
| BI Development & Validation Manager at JT International SA | 3.5 | I find Siebel CRM robust and highly customizable for marketing and sales over 20 years. However, its UI, mobile app, complex setup, and Oracle support need significant improvement. I rate it 7/10. |
| Consultant-CRM at ace | 4.5 | We primarily use Siebel CRM for sales and manage prospects, opportunities, and customers as an insurance brokerage firm. The tool's customizable data model is valuable. Improvements are needed in the UI, and an insurance broking vertical would be beneficial. |
We implemented Siebel CRM in our organization in December 2022. We are currently in discussions with Oracle, but we will stay with Siebel CRM rather than moving to the Fusion version. We are already discussing an upgrade with Oracle. We are using it for customer profiling, complaint management, service requests, and as a call center solution since 2022.
We are using the Leads module, but not the Salesforce module.
The feature I appreciate most about Siebel CRM is its integrational capabilities. I have been working with Oracle for more than 25 years in the financial industry, including Oracle Financials and Hyperion. When it comes to Siebel CRM, I found that the integration capabilities have helped us systematically, especially since we already have Oracle products.
The capability of bringing data into a single system, along with integrations and offering a single platform to handle multiple customer-related tasks, has been the most productive aspect. We have implemented our complaints management and several other functions in Siebel CRM, which has worked tremendously for us. This has been the main advantage.
The analytics capabilities in Siebel CRM have presented numerous challenges. Due to these challenges, we had to integrate Microsoft Power BI. The CRM analytics was not sufficient for our needs, given that we have four million customers and a thousand products.
We are currently focusing on the upgrade and discussing with Oracle. If there have been improvements in the analytics side over the past few years, we are open to evaluating them. Currently, all analytics are being done on Power BI. The data is exported to our data lake, and Power BI is being used for all reporting and analytics. Even our customer 360, which is the core of any CRM, has Power BI widgets built-in through iframe because we could not accomplish this through Siebel CRM.
The analytics component has been the main pain point for our organization, particularly due to processing time and performance with our large customer base.
We implemented Siebel CRM in December 2022. We are currently in discussions with Oracle but will continue with Siebel CRM rather than moving to the Fusion version. We are using it for customer profiling, complaint management, service requests, and as a call center solution.
The main limitations with Siebel CRM involve the analytics capabilities and scalability. For on-premises solutions, while scalability works in other areas, the analytics side needs improvement. This is particularly challenging when dealing with large data analytics.
We experience performance issues with Siebel CRM, but as this is a technical matter, detailed comments would need to come from our technical team.
Comparing Siebel CRM to Salesforce is not an apple-to-apple comparison since Salesforce is a cloud solution while we are using an on-premises deployment. My experience with Salesforce presented different types of challenges.
We are currently working directly with Oracle's local representation in Pakistan. We are discussing upgrades and new features such as an AI agent. Previously, we worked through partners, but now Oracle has approached us directly. We are working with Oracle's own consultancy, which provides functional and technical consultation.
Comparing Siebel CRM to Salesforce is not a direct comparison since Salesforce is a cloud solution while we are using an on-premises deployment. The challenges we faced with Salesforce were different from those we experience with Siebel CRM.
With Siebel CRM, we focus more on personalization rather than customization. The standard features are not specifically designed for the banking industry, as they are more oriented toward production and manufacturing solutions. Personalization was mandatory for our banking solution implementation.
When implementing personalization, some compromises on embedded functionalities are necessary. Compared to Salesforce, Siebel CRM may be more challenging to customize, but it offers superior integration capabilities and APIs.
As a bank, we don't conduct core transactions through Siebel CRM. Our relationship is built on our core product, Temenos. Siebel CRM is used for specific services rather than being our main core product. The banking dynamics are different, which is why personalization was crucial. The standard design is more oriented toward manufacturing and retail sectors rather than banking.
I rate Siebel CRM 8 out of 10.
I am developing for Siebel CRM here. Our customers, such as banks, mobile companies, and other large corporations, use it for communication between local companies to store information about users and employees, send emails, integrate information from other systems for selling, and many other purposes.
I am working to develop for specific needs.
It is easier to communicate with local companies within a large organization using Siebel CRM. You can always find necessary information about employees and customers. For mobile operators, while making calls, you can access information about the person speaking through integrations, and everything is in one place.
Automation helps in many ways. If you need to schedule tasks or write letters to multiple people, you can do it automatically. For integrations, you can schedule sending details to other systems or retrieving them from other systems. This helps because people don't need to do tasks manually.
Siebel CRM is a flexible system that can be customized for specific business needs. There are many models which you first select and then modify. Many features can be added as needed.
It is a huge CRM system used by large corporations worldwide. You can change localization, languages, and access everything from any location. You can create orders, service requests, agreements, and everything needed for efficient work. All operations are performed within the system.
The user interface could be more intuitive and modern. The Oracle Siebel documentation contains many links, and finding specific information takes time. The documentation could be improved by adding more graphics, pictures, and visual information instead of just text.
I communicated with customer service many years ago. I regularly use Oracle support.
Neutral
There are possibilities to create orders, reports, and analytics in the system.
I have never purchased it myself as I only use it. I believe it might be expensive as it is primarily used by large companies, making it potentially cost-prohibitive for smaller organizations.
On a scale of 1-10, I rate Siebel CRM an 8 out of 10.
The main improvement is that all the information can be stored in one place, potentially eliminating the need for multiple tools to store that information.
One valuable feature is that certain views can be adjusted as per our requirements, which adds a level of customization that is appreciated.
Siebel is not user-friendly. There are so many tabs and different features that until it's explained to someone, they will not understand it. A user-friendly tool is supposed to be designed in a way where the user can log in and intuitively understand how to use it. People who use it regularly are still confused, and it requires a lot of clicks and is very difficult to navigate. Sometimes it takes a lot of time to reflect the correct information—even when it's updated, you have to refresh it again and again to see the right data.
We have been using Siebel for approximately two and a half years.
There are latency issues, which are always present. Sometimes it takes a lot of time to reflect the correct information. Even when it's updated, you have to refresh it again and again to see the right data.
It's easy to scale. That said, due to other drawbacks, nobody is scaling at all.
There is a separate maintenance team that looks into those aspects on a regular basis.
I do not have any information on pricing, setup cost, or licensing.
With the help of AI, it would be beneficial to have a feature that allows users to search in one place and have AI collate all necessary information in one location instead of searching through various tabs.
I'd rate the solution six out of ten.
We use the solution in sales and phone banking. We use its marketing module. It also helps us with analytics because we have the Customer 360 built into it.
The tool's complaint management feature is very good. We used a CRM before, which lacked the integrations, so complaints had to be handled manually. With Siebel CRM, we have better integrations and can resolve complaints with a few clicks.
When you're in the service industry, tasks matter a lot, especially when you have to access multiple systems to address issues. Being a bank, we currently have around 17 operational systems. It's not feasible to expect users to access them individually to make the necessary changes.
Siebel CRM should improve its UI. Because it's all about the customer experience and how the customer experiences it, the internal customer is more important for CRM than the people handling the company. So, you get frustrated if you don't have a very good user interface and user experience.
I have been using the product for a year.
We haven't faced any outages while using Siebel CRM. I rate its stability an eight point five out of ten.
My company has around 2000 users using the product. The number will rise to another 1000 once we implement the sales module. I rate its scalability a five out of ten.
The tool's support is very good.
Positive
The third-party integration was quite challenging. It took us around one and a half years to finalize. The whole system took us about two and a half years to implement. I rate the tool's deployment a three out of ten. It was difficult and not mere drag-and-drop deployment.
I rate the product an eight out of ten.
We use the solution to create customer solutions for various clients. It helps us to develop customer relationship solutions for our clients.
Siebel CRM has enhanced customer engagement for our organization, particularly through its robust data model and flexible features. One specific scenario where Siebel CRM excelled was in addressing complex client requirements. For instance, we successfully implemented a module for email responses, a feature that was not readily available or as robust as other CRM tools. Additionally, Siebel's open UI module allowed us to customize the user interface for one of our clients completely. This customization proved to be a major selling point for our company.
The case management feature of Siebel CRM is crucial for our daily operations. We rely on modules such as service request activities, accounts, and contacts. I'm quite satisfied with the customization options provided by Siebel CRM, especially regarding UI customization. I haven't seen such customization capabilities in other platforms like Salesforce or Pega.
We utilize various adapters within the tool to integrate with different systems. These adapters allow us to integrate with different file transport methods, web services, etc.
Oracle needs to improve its support. The major drawback I've observed with Siebel CRM is that Oracle hasn't taken appropriate steps to improve it since 2019. We noticed a steep downfall because Oracle was slow to roll out upgrades like Open UI. By the time these upgrades were available, the market had shifted to cloud solutions, which competitors were already providing much earlier.
Oracle introduced cloud solutions for Siebel CRM quite late compared to others, impacting its CRM market competitiveness. If Oracle had pursued a better strategy, Siebel CRM could have been a top CRM product.
The current version of Siebel CRM, as of 2023, is good and can compete with any CRM product on the market. It's integrated with other Oracle products like Oracle Cloud and Oracle Database. However, the delay in releasing these updates has caused the product market to lose relevance over the past several years. If these advancements had been introduced earlier, Siebel CRM could have remained more competitive in the CRM landscape.
I would like to see some chat integration features added. Currently, AI and cloud services are separate products from Oracle. It would be great if they could be provided as a bundle with Siebel CRM rather than requiring separate licenses for each. This would be more helpful for customers.
The licensing part is. It's a one-license approach, allowing the application to be used by around ten thousand users. However, they should introduce more flexible options, such as user-specific licensing. This would allow small customers to use the product more easily. For example, if you have ten users, you pay the cost for those users specifically.
I have been working with the product for 15 years.
The current application we're working on is quite old, and we're considering upgrading it. Since it's an older version, we've encountered some bugs and glitches. Migrating to the latest version of Siebel CRM would help us eliminate these issues.
The solution is scalable, and my company has 2000 users.
We are using both Siebel CRM and Pega CRM. We conducted a competitive study and found that the upgraded version of Siebel is better than the latest version of Pega CRM.
From my experience, Siebel CRM offers more robustness and flexibility than Pega CRM. In Siebel CRM, you can access customizations, allowing greater flexibility in adapting the data model to business needs. Additionally, IT provides vibrant UI customization options.
On the other hand, Pega CRM is known for its almost zero-code platform, offering ready-to-use modules that can be easily plugged in. While this reduces the need for coding in Pega, Siebel CRM may require more coding for certain UI modifications.
Pega CRM's almost zero-code platform means less technical expertise is required to make changes than Siebel CRM.
The solution's deployment module is easy and robust. Typically, one person is sufficient to deploy the solution and migrate it from one environment to another. However, the number of people required for maintenance depends on the size of the application. Ideally, two or three persons can manage a small application.
The ROI is good for large customers with a user base of more than 1500 due to the one-time investment in Siebel CRM. Over a couple of years, it can provide proper returns. However, for small customers, it can be costly. Therefore, Oracle should consider introducing licensing options that are more suitable for small and medium-sized customers.
I rate the overall product an eight out of ten. Before opting for Siebel CRM, consider the size of the user base and the complexity of business rules. If you have a large user base, like a thousand, three thousand, or five thousand users, Siebel CRM's ROI can be very good.
However, for smaller user bases, such as a hundred users, the ROI might not be as favourable due to the cost of licensing. Additionally, the level of customization required, especially for complex business rules, should be considered. If your business needs extensive customization and custom data models, the tool could be the ideal solution. But it might be worth exploring alternatives if your use cases are simpler and readily deployable with out-of-the-box features from other CRM solutions.
We use the solution in telecom and banking domains to enhance customer experience.
It is a good solution. Siebel CRM is the number one CRM product in the world. It has many features and benefits.
The tool took a lot of time to deploy.
I have been using the solution for more than 15 years.
The tool is stable.
The solution is scalable. More than 1000 people use the product in our organization.
We need a lot of technical personnel to deploy the solution.
We see an ROI on the product. We have a lot of users in our organization.
The product is expensive. It has an elite price because it is an enterprise application.
Overall, I rate the tool a ten out of ten.
Siebel CRM is used for distributing information between systems, trouble ticketing, and case management.
Currently, Siebel CRM is not helping the agent provide faster feedback to the customer. Many things are put on Siebel CRM which are not designed for Siebel CRM.
I joined my company recently, but they have been using Siebel CRM since 2009.
I rate Siebel CRM an eight out of ten for stability.
I rate Siebel CRM a ten out of ten for scalability. More than 5000 users are using Siebel CRM in our organization.
Siebel CRM's initial setup in our company was difficult because it was a complex migration.
Users should use Siebel CRM for its intended purpose. Getting integrated systems is better than taking the system outside the context.
Overall, I rate Siebel CRM an eight out of ten.
The solution is primarily used for guiding colleagues to develop new workflows and outlets. We also give certain instructions on how to utilize the system. From the business perspective, we use it for service and financial modeling and we use it in the call center model as well.
The flexibility is very good.
It's very stable. The system rarely goes down. When you need it, it's there, ready to do. Other solutions don't have the same reliability.
It is scalable.
The initial setup has gotten easier over time.
The documentation needs to be improved. The way they document changes also needs to be clarified. For new users, it can be difficult to understand the solution works. It is very unclear.
The solution does require some knowledge and study. It's hard for new users.
The support is challenging.
The development tools need to be better. Right now, they are very generic. You can use Visual Basic or Java. However, there needs to be more diversity.
I've used the solution since 2013 or 2015. I've used it for a while at this point. It's been almost ten years.
It is stable and reliable. There are no bugs or glitches. It's powerful.
The solution can scale well. The functionality is not affected when you expand users. It can take thousands of users. RIght now, we have 4,000 users.
It is hard to work with Oracle support. They cannot help you handle issues unless you have a production issue that is very dire or a financial crisis. They aren't good at general troubleshooting. Occasionally, you can find an engineer that will be helpful. However, that is rare.
Neutral
Salesforce is a direct competitor to this product, however, I prefer this solution.
We have it deployed on-premises as part of banking regulations.
The setup was done in 2013. It was done a long time ago. I found a lot of difficulties back then. Now, it is so much easier. There are certain steps you have to follow. However, now there are many components embedded under one umbrella now, and therefore, it is less complex. There's a moderate level of difficulty.
I do not directly deal with licensing and pricing.
I'm a user. I've worked with the solution across a variety of versions. We're currently working with 22.7 and 19.2.
I would recommend the solution if it made sense to the business. For example, what size is the enterprise, and how many users does the company have? Each enterprise has its requirements. Medium to large enterprises or telecoms would be perfect for the product.
This is a very popular product with telecoms in the Middle East.
I'd rate the solution ten out of ten. I have been working with the solution for a decade now and have managed many deployments, and it works very well. It's reliable and scalable.
We are using Siebel IP14. We have marketing and sales. We have marketers in the field going into the accounts and doing some promotions or activities there. We have the contracts, the stock of the accounts, and so on.
It is quite robust and flexible. You can develop almost anything you want. You go into the tools, and you can do anything you want.
The user interface, mobile application, and support could be improved. Its setup could also be easier.
I have been using this solution for 20 years.
Because it is on-premises, we control the stability.
We have 5,000 to 6,000 users.
We had opened several cases. I am not at all satisfied with the support of Oracle.
We didn't use any other solution previously. This was a project from scratch 20 years ago. There was nothing before.
It is quite complex. It took us quite long because we have pretty complex projects. It's really complex to set up.
We have around 20 people for deployment and maintenance.
Its licensing is yearly.
If it is Siebel CRM, I would recommend it. I would not recommend any other CRM from Oracle.
I would rate it a seven out of ten.
We use the solution primarily for sales which includes prospect management, opportunity management, customer management, etc. As an insurance brokerage firm, we have various core technical processes like underwriting. We have also integrated Oracle EBS. There are different modules like the collection module and the on-claim module.
The best thing about the tool is its data model. The underlying data model refers to how the data is stored in databases. We can also experience the ease of developing anything with the tool. We can customize any functionality as per any business challenge.
I want Oracle to improve the tool’s UI with a vanilla application. I would also like to see an insurance broking vertical in their future releases. There are thousands of brokers who look for an insurance broking solution.
I have been using the solution for twelve years.
The tool is pretty much stable.
The solution is scalable. You can add any amount of load to it and it will be performing the same. My company’s total employee strength is 1500. Every single person in my company is using the tool somewhere in their operations.
Oracle’s support is one of the beauties of the deployment process. The tool’s issue resolving strength is really good. They support all technical issues as well. The tool’s support has resolved all the issues that we had raised over the past 12 years. I would rate its support an eight-point five out of ten.
Positive
We used a Google-based application. My company wanted to move to an enterprise solution that could accommodate all the needs. There is no solution made for brokerages. We had to opt for one that allowed for customization and hence chose Siebel CRM.
The tool’s initial setup was very easy and straightforward.
I think the tool’s pricing is exaggerated. Once you do the price sizing as per your business needs, you would find that the price of other solutions like Zoho CRM, HubSpot CRM, Salesforce CRM, etc. would be always the same.
We evaluated the Salesforce CRM solution.
I would rate the overall solution a nine out of ten. I would recommend this solution to anyone who has sales and customer service as their use cases. This tool can make your life easier than any other solution. The tool is very handy and easy in terms of execution and operations support. The solution also has the best industry standard architecture. Siebel CRM is a complete package solution that fits every use case.
