Oracle CRM Reviews

Oracle CRM helps us in several ways. First, it provides a global overview, allowing sales and marketing teams at the corporate level to track customer development and manage claims. This integration of customer data across the company also ensures that revenue streams are monitored in a manner compliant with country-specific regulations and international accounting standards, thereby enhancing the reporting processes. Otherwise, you must report it to the company and consolidate it globally. 

Oracle CRM accommodates client needs, potentially reducing licensing costs with a pay-as-you-go approach. It also allows for the standardization of processes and reporting, which is important for our organization. Additionally, integration through APIs improves connectivity.

Getting technical support from Oracle involved going through commercial layers, which could sometimes cause delays. The attention received depended on the client's status and spending with Oracle. Clients with significant spending received global attention and a corporate account manager, while those with lower spending had to work with a local account manager, which wasn't always beneficial. This process could lead to delays in getting technical issues resolved. I am not satisfied with its support. 

I've worked with other CRMs, but primarily, these solutions were used for ERP functions and transactional processes like sales orders. We explored different applications for marketing, client management, and sales functions.

I recently conducted a quick analysis of procurement tools and asked several companies what factors to consider when purchasing software. Typically, we look at whether it covers our processes, pricing, etc. However, they pointed out something interesting: the coding language used in the software.

They explained that the software's coding language is crucial because any functional extensions or modifications need to be written in the same language to avoid integration issues. Additionally, they emphasized the importance of interfacing well with other applications. Lastly, they advised considering the company's track record. 

They highlighted that when one company acquires another, integration issues often arise within the organization. This can lead to changes in management, with new CEOs and directors coming on board. Management's strategic direction influences stability in the development of the company and its applications. This stability is noticeable when the CEO also owns the company.

Having a CEO who controls the company's software development has led to a strategic decision to select customers based on software development criteria. This approach ensures profitability, keeps the company updated on customer requirements and industry developments, and enables quick scalability through consistent programming in the same code language for all functions.

Shifting from traditional licensing and monthly maintenance fees to a subscription-based, pay-as-you-use model offers several advantages. This approach only charges me for my transactions, aligning costs with business performance. As my company grows, the software provider's revenue grows proportionally to the increased usage. The cost and suitability of Oracle CRM depend on factors like location, industry, and compliance needs. It may be more common for US companies to use Oracle CRM and European ones to use SAP.

Choosing the tool was more of a corporate decision. In the organization I worked for, decisions about software were made at a corporate level. Each function, like finance and HR, used global modules across all regions. For sales CRM, it was similar, but there were exceptions based on the specific needs of each market and product line.

There were challenges because our healthcare site relied on a legacy CRM solution that wasn't cloud-based. We initially had five solutions in our back-office environment but eventually narrowed it down to three. I suggested finding a single regional or global solution instead of multiple local ones. However, this raised questions about whether the products and services offered in one country were comparable to those in others. Finding the right IT application was challenging because the needs varied across countries. While I explored this further, I found that a US company was entering the European market, starting with the UK before expanding to other countries.

Traditional production companies commonly use SAP, Oracle, or similar systems. However, implementing such solutions in industries with strict country regulations and structures can be challenging. 

In certain countries, Oracle CRM has indeed helped improve our sales processes. However, in the Netherlands, we were still adopting it, so its impact was not yet realized. As part of the preparation for implementation, our organization underwent organizational changes to align with the software's deployment. Rationalizing such vast applications is challenging, especially in a global company with decision-making at multiple levels.

During the integration process, we didn't encounter many issues. It went quite smoothly. One challenge was migrating data from one system to another, which can be complicated. Overall, transitioning from a public cloud to a private cloud environment allowed us to streamline our applications and processes.

The duration can vary depending on factors like the complexity of your environment, the amount of data to migrate, and the number of systems involved. With a skilled team, a complex deployment or migration could take six to nine months.

Oracle's basic functionality has transitioned to the cloud, making it a cloud-based system. However, specific solutions for industries like healthcare remain on Oracle's legacy system. This is because Oracle acquires and integrates various companies into its portfolio, requiring the architecture and coding within these companies to be transferred, which takes time.

The recommendation is to phase out traditional coded software and replace it immediately with new software, offering it as a service. This transition addresses the challenges posed by legacy systems and aligns with the trend towards pay-as-you-go cloud-based applications and the integration of AI technology.

As AI becomes more prevalent, businesses must consider the future of their current traditional applications. The question arises: what will happen to these applications developed in-house or obtained through a license-based approach? Google, Amazon, Facebook, and Microsoft are at the forefront. 

AI is a priority for every company right now. While Google and Microsoft have integrated AI into their office applications, there's also significant development in AI for other business applications. I rate the overall product an eight out of ten. 

While using CRM I was a consultant making business analysis, high-level analysis making the implementation, and training the users on how to use the application. I was also doing testing and go-live with the production. I'd use it for requirement gathering from the customer and then map it to the application, implement it, fill the gaps, and make some workarounds. Sometimes we needed to use some development and then we tested it and put it live.

According to the business requirement itself, it must be valuable. It has good sales, marketing, and service aspects that we appreciate. We believe that Oracle is the most powerful service module over other products. It offers good customization. 

For the most part, the solution is straightforward.

In service, especially in contracts and with Field Service with integration with the spare parts, installment, and so on, spare management, in the second level is in sales, it could be a bit better. I don't find much improvement in marketing. They moved the improvements to cloud deployment for marketing.

I'd like to see more feature enhancements. For marketing, for example, I'd like to see integration with the general ledger enhancement. They already have the layout, however, they didn't put the functionality into it so far. For marketing, I want to have the marketing SMS campaign, and not have to customize all that from the beginning. I'd like to see everything integrated with social media. We'd like it to be easier to integrate any third-party app that we want - and not just Oracle apps. I'd like to see integration with Salesforce, Microsoft, SAP, etc.

I've dealt with the solution since 2007. I've used it in the last 12 months as a demo for clients. 

It's more stable in the application, especially when you are accessing it in your local network. If you have all your data and don't have these internet issues, it's stable. However, if you don't have an internet connection, no way you will be able to access the cloud. Unless there's a bug or something, it's reliable. 

The solution is scalable. It varies from module to module. For example, it scales well for sales and service more than marketing.

Technical support is great, They are very friendly. We could not survive without them. 

There are a lot of batches and technical issues. They must dig in each time we have an issue. At some point, they need to get involved. We're fine with that. They're helpful. No one can survive alone. We are like an integrated team. 

In our experience, 90% of the cases were sorted successfully. 10% of cases were related to some future enhancement or bugs. I cannot rate the consultant directly. Mostly, if the case is applicable to be solved, it is solved. Sometimes maybe it would take a very short time. Sometimes it would take longer as it was very complex or something. Sometimes it may have even been the case that it was the first time they faced the issue.

Positive

There are lots of other CRMs. We chose this one due to the fact that it had
old-school stability and we were able to have our data locally. It was also more flexible and made testing easier. 

For the most part, the solution is straightforward. For example, in 70% of the areas, it's straightforward to implement. However, there is about 30% of the implementation process is not straightforward at all.

The length of time the deployment takes depends on the project, for example, how many business units, the project business volume itself, how much customization, et cetera. It will never be less than, in the easiest deployment, three or four months.

I don't handle any aspects of the licensing. 

I installed the demo six months ago. I was using some variance of version 12. Eighter 12.0.8, 0.2, 0.8 or 0.9.

I recommend solutions according to the client's business needs. If they need something that is more flexible and giving them all that they need on-premise, I will advise them to get it. If they are needing a lot of functionality that's related to other products, or clouds, I will recommend other options that aren't Oracle.

I'd rate the solution nine out of ten.

We use the solution for request management, call center case management, and contact management. We also do some campaign management.

Case management, incident management, and request management features are valuable.

Oracle does not look after its products. There are no new releases of Siebel. Fusion CRM lacks a lot of functionalities. Oracle CRM has become less functional than before. We have a lot of customization. We want to avoid customizations and go with a straightforward process. It’s complex to customize the tool. We need expert resources. Even if the resources are good, bugs are found. It takes a lot of time to face the challenges.

I have been using the solution for ten years.

The solution is very stable. Once we set it up and implement it, we have no issues. We only need to overcome the challenges during installation first. Later, it becomes stable.

I rate the product’s scalability an eight out of ten. It has a lot of capabilities. Almost 100 people use the tool in our organization. We have outsourced the maintenance of the solution. We need one person to maintain the tool.

The initial setup of Siebel is simple, but we need a high-availability environment. We also need a lot of effort. It is easy if we go with a single node environment or a normal environment. In a high-availability environment, it's complex. EBS implementation is very difficult. We find many patches and issues during the implementation of EBS.

The product’s pricing is very high. I rate the pricing an eight out of ten.

We are evaluating Salesforce. It is the number one product in the market for CRM.

Oracle is focusing on Fusion CRM. Overall, I rate the product a seven out of ten.

We use the solution to approach potential customer from the prospection to the sale.

We are able to take back control of our client sales information and analyze it for the future to improve.

The solution is very easy to use. Before we used this solution all of our customer data was stored on the vendor's database but now we have the data for all the customer in our corporate database. We have information about credit, sales, potential sales, and sending location information because some of them had more than one locations. The product has a lot of predictive analytics that are not a lot of effort. There is a lot to analyze regarding customer information and we can get detailed reports.

In the planning area in order to calculate commissions the function could be improved. Currently, we are not using that functionality because it is very basic. For example, in some cases, you need to develop your own formulas which are not easy to do. Another future addition that would help us is for this solution to have the ability to add more locations as ERP allows.

I have been using the solution for a year and a half.

The solution is stable and we are currently using it with 50 employees. Some of the roles of the employees using the solution are from the management, analytics, marketing, and research teams.

The solution is scalable.

The technical support for this solution and for all the solutions from Oracle is more or less the same. They have a very robust platform where you can put your questions, your needs, the issues that you have and they will respond. The SLA are very. They support agents from around the world that can help, we have had agents from Mexico, U.S., Europe and from India. It is a 24 hour, seven days a week service.

The setup was easy but it could have been better with integration with ERP.

Oracle CRM Cloud in our experience, the integration is not simply, that being said, it could have been harder too. It took us three to six months to implement and to do the full ERP implementation it took around 9 to 10 months. We used a vendor to do the deployment.

We were able to get a ten-year contract for a very good discount with our three platforms together with Oracle. If you have many Oracle products, you can get a cheaper rate perhaps as we did. The cost was around $400 a year. There also was implementation costs that are an addition to the solution price.

We saw some information from Gartner and Nucleus Research, they have a good evaluation for Oracle CX. That is why we understood while we have Oracle ERP, we need to install Oracle CX. That is the reason what we choose Oracle CX, Oracle CRM. We wanted a solution that would work well together.

I recommend the product, but only if you are planning to have a longterm contract.  I understand that there are other solutions on the market and they might be cheaper but if you like to have a long-term contract and you like to integrate Oracle is the best option.
Furthermore, If you don't have the intention to integrate with any ERP, then this is one of the best options, together with Salesforce. In our case, we prefer to have the product for the same vendor. That's why we didn't choose Salesforce, even though Salesforce might have a better recommendation or a better ranking. Both of them, Salesforce and CX are on the top five worldwide and in the Cloud.

We are planning to put CX in another plant during this next year, 2021. And we are very happy with the product.

I rate Oracle CRM a nine out of ten.

Regarding use cases, we use it as a customer relationship management tool in our call center. Also, it is used for field purposes like campaigns and to get sales percentages.

The most valuable features of the solution I like are its stability and customization.

Customization is an area in the solution that takes too much time. So, it needs to be improved. Also, the upgrades related to customization are another problem.

I have been using Oracle CRM for about two years. I am a customer of the solution.

Stability-wise, I rate the solution a nine out of ten.

It is a scalable solution. Scalability-wise, I rate the solution a nine out of ten.

When we needed Oracle support, we got it. But most of the support is handled by the vendor. The license included the support, but actually, we were already contacting Oracle itself.

On a scale of one to ten, where one being difficult and ten being easy setup, I rate the setup a two. The setup is challenging and difficult.

The implementation and customization took a year and a half.

On a scale of one to ten, where one is cheap, and ten is expensive, I rate the pricing a twelve. Oracle CRM is on the expensive side.

I rate the overall solution a seven out of ten.

We use Oracle CRM for managing customer online interactions, managing lists, affinity, and online quoting. Additionally, it helps in creating task lists for salespeople to approach customers and review the customer's structure on the system to establish relationships between various entities such as customers and suppliers.

Oracle CRM facilitates the creation of relationships between customers, organizations, partners, and suppliers. It provides tools to identify these relationships and manage sales and marketing processes effectively, offering solutions for any communication or task related to sales teams.

Oracle Connect as a feature within CRM is valuable for establishing and maintaining customer relationships, enabling users to see customer details and interact graphically with relationships. CRM also offers customization and integration capabilities with mobile notifications for tasks created within the system.

Oracle CRM should improve in terms of AI capabilities and user interface design. Compared to Salesforce, it lacks advanced features in these areas and is not as user-friendly.

I have worked with Oracle CRM, starting in 2002, about 14 years ago, however, for real customers, it's been only five years.

I have studied Salesforce and found that in some ways, it is better than Oracle CRM, particularly in functionality, user interface, and customer approach. However, Oracle CRM's integration with Oracle EBS makes it preferable for some clients.

Some clients say that there are good functions, however, overall, ROI metrics are based on client feedback rather than detailed statistics.

The price of Oracle CRM in Vietnam is high, which is a concern. Clients must buy the license once, and if there are updates in the year, they need to buy the new version.

Salesforce is an alternate solution I have considered.

Companies primarily involved in B2B with manufacturing and distribution workflows might benefit from Oracle CRM. However, for B2C models and those focused on make-to-stock processes, I would not recommend it.

I'd rate the solution six out of ten.

Our extensive client portfolio includes universities, enterprises, and government clients.

The reporting features are valuable.

The configuration requires a lot of technical intervention.

I have been using the solution for five years. I am working with the latest version of the solution.

I rate the product’s stability an eight out of ten. We encountered some glitches.

I rate the product’s scalability a four out of ten. We faced some issues with the scalability. Our customers have around 500 users.

We have to wait for a long time to get a response from the support team.

Neutral

The initial setup was very complex. I rate the ease of setup a seven out of ten. The deployment took two days.

We worked with Oracle Support to deploy the tool.

The solution is expensive. I rate the pricing a nine out of ten on a scale where one is cheap, and ten is expensive.

We would recommend the solution only for enterprise clients. It is not suitable for small and medium businesses. It is a good solution. Overall, I rate the product an eight out of ten.

We do use a customized version of the solution. We use the solution as a finance HRM and for procurement, satellite management, security management, project planning and project monitoring. Our use case is very broad.

The solution works well, and I haven't had any issues with performance. 

The user interface has been good overall. 

It has a wide variety of use cases.

We can customize the solution to fit our needs. 

It is stable.

The solution can scale. 

The cost can be a bit more expensive compared to other options. 

We've used the solution for ten years now.

The solution is stable, and the performance is good. It's reliable. There are no bugs or glitches. It does not crash or freeze. I'd rate the stability eight out of ten. 

That said, the stability could be a bit better.

This is a global solution that is used by our entire organization. It's quite big. We have about 10,000 users on the solution. 

The solution is very scalable. We have it quite customized so that it fits our exact needs.

I'm not sure if the company has plans to increase usage. However, if staff needs increase, usage will increase.

We have a dedicated team handling support. I've never had to reach out to support. I'm not sure what the workload is like. 

I have not used any other comparable product.

I was not involved in the initial setup process. 

I am not part of the team that manages and maintains it. I'm not sure how big the managing team is.

I don't have visibility on the costs. That said, my understanding is that the solution is expensive. 

I'm not sure which version of the solution we're using. We have a team that maintains it directly. I am simply an end-user.

I'd rate the solution seven out of ten.