Oracle CRM Reviews

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 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.

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.

I take care of the deployment part of any IT infrastructure while also getting involved in the integration process of Oracle CRM with any other third-party products.

Oracle CRM is a product that is usually integrated with BI solutions. At times, Oracle CRM is integrated with ERP systems. In general, Oracle CRM is a tool that is not hard to integrate with other products in the market. Every company has to go through a phase of dealing with integrations of every kind of component in their environment.

VPN and Oracle Task Management Cloud are areas that are good in the product.

Improvements are required around the microservices offered by the product. Improvements are needed in the new kind of microservices of the product. With Oracle CRM, the way you develop the integration to create small pieces of software and for its deployment on Kubernetes or any other cloud service platforms are areas with shortcomings.

The product has a little bit of a problem with its UI area. The product's UI lags, and with all the new technologies, it is not quick enough to adopt them. Overall, it's a good product, but on the UI side, it could be redesigned with a different JavaScript framework.

I have been using Oracle CRM for ten years. I am a system integrator of the product.

It is a stable solution.

It is a scalable solution since you can add another server to the cluster.

Though there are a few challenges we face in our company when it comes to the technical support team of the product, overall, I would say that it is okay. I rate the technical support a seven out of ten.

Neutral

I have experience with Salesforce. I would describe Oracle and Salesforce to be quite similar products, as even the schema parts of both products are almost identical. In general, I found everything in Oracle and Salesforce to be the same.

The product's initial setup phase was not extremely complex, but though it is a very straightforward process, it lies somewhere in the middle of being straightforward and complex.

You just need to get the software and the platform with Linux ready in it and then just deploy it manually. In our company, we don't use automation tools for the product's deployment process.

The product's deployment process can be managed by one person, but there are other people who handle Linux and other networks in an infrastructure.

The solution is deployed on an on-premises model.

Oracle CRM has become an old technology in the market, so most of our company's customers have moved on to products offered by Salesforce.

I recommend the solution to those who plan to use it.

I rate the overall solution a seven out of ten.

Oracle CRM is a stable solution.

Oracle CRM should have more integration with different platforms. Oracle CRM is not a cloud solution; it's an on-prem solution that doesn't integrate with any other system. The solution should also improve its user experience.

I have been using Oracle CRM for ten years.

Oracle CRM has multiple versions. The recent cloud version has scalability, but the on-prem version requires skills to do the customization. More than 1,000 users are using Oracle CRM in our organization.

Oracle CRM's initial setup has medium complexity.

Oracle CRM's deployment took one month. We follow the software development lifecycle (SDLC) for Oracle CRM's deployment. We start with requirement gathering, solution design, development, the testing phase, and then go live phase.

If you take only the Oracle CRM model, there is no return on investment. It starts with capturing a lead quotation and converting the quotation to order. However, the solution lacks user experience.

Oracle technical developers and function skill sets are required for the solution's maintenance and project deployment.

I would not recommend Oracle CRM to other users because it is outdated.

Overall, I rate Oracle CRM a four 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.

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 Oracle CRM for customer segmentation. 

Oracle CRM helped us better understand the customer journey. 

I like the tool's ability to handle lots of data. It is well documented and throws off errors in areas that you need to pay attention to. 

Though Oracle CRM's support has a good reaction time, it needs to be better. 

I have been working with the solution for two years. 

The solution is very stable. 

Oracle CRM is scalable. My company has 10 users for the solution. 

Oracle CRM was easy to set up and took less than six months to complete. 

A consultant assisted us with the product's installation. 

We have seen good ROI with the product's use. 

The product's pricing is manageable and flexible. 

I would rate the solution a nine out of ten.