Siebel provides an integrated CRM solution tailored for enterprise-level needs, offering robust automation and extensive scalability for managing customer interactions effectively.
| Product | Mindshare (%) |
|---|---|
| Siebel | 4.6% |
| IFS Cloud Platform | 7.9% |
| Oracle E-Business Suite | 5.3% |
| Other | 82.2% |
As a leading CRM platform, Siebel equips enterprises with tools for streamlining customer relationship management processes. Known for its automation capabilities, Siebel enhances customer engagement by offering scalability and adaptability to complex business environments. It integrates seamlessly with existing systems to deliver a comprehensive view of customer data, thereby supporting strategic decision-making. This integration empowers organizations to optimize their customer service and marketing efforts through intelligent insights and actionable analytics.
What are the most important features of Siebel?In sectors such as finance and telecommunications, Siebel scales to meet industry-specific requirements, integrating with sector-focused tools to deliver superior customer service and operational efficiency. Whether it's handling financial transactions or managing telecom subscriber data, its capabilities ensure reliable and consistent management of enterprise demands.
| Author info | Rating | Review Summary |
|---|---|---|
| IT Architect at a financial services firm with 5,001-10,000 employees | 3.0 | I value assignment and contact management, with automated rules improving flexibility. Setup was complex due to high parameterization. Licensing costs are high for smaller companies, so I suggest alternatives. Functional segregation also needs improvement. |
| Solution Architect for New Products and Services at a comms service provider with 1,001-5,000 employees | 3.5 | I find Siebel a flexible, full-featured CRM with good integration, ideal for large enterprises despite its high cost and complex initial setup. It's stable but needs omnichannel for social interactions and minimal customization to ensure future upgrades. |
| Project Manager at a transportation company with 1,001-5,000 employees | 4.0 | I find Siebel offers robust BI and comprehensive customer lifecycle management, despite its cumbersome setup and integration costs. It's stable but lacks document versioning and project management, making it suitable for large-scale operations once licensed. |
| Senior Oracle Applications & Fusion Middleware Technical Consultant / Architect at a government with 1,001-5,000 employees | 4.0 | We use this powerful Oracle Siebel solution as a single source of truth for customer data. Despite its complexity and high cost, and a need for better data cleansing, it enables seamless business integration. |
| Director of Global Customer Data with 1,001-5,000 employees | 5.0 | <p>I found this robust product effectively linked D&B and merged customer records, despite complex implementation issues caused by a poor partner. Oracle support was responsive, but the product's full potential was not leveraged during my four years.</p> |
| Senior Software Engineer at a tech services company with 10,001+ employees | 3.5 | I've used this solution for three years, finding its data migration and deduplication valuable. Setup was straightforward, with no issues encountered. Support is good, but I think the business rules for data duplication could improve. |
I have found the assignment management and contact management features the most valuable.
With the implementation of the "assignment manager," we are now able to automate assignment rules that we previously had in "hard." This feature allows us greater flexibility when incorporating new assignment rules.
Extending the possibility for functional segregation would allow us to decentralize certain functions between different areas.
In our organization, the administration of users (or executives who access the system) is done by an area. The management of executive skills is performed by another area, according to the current Siebel. These roles should not be independent.
I have not encountered any issues with stability.
I did not encounter any issues with scalability.
The technical support is good.
We did not have a different solution.
The initial setup was complex. The degree of parameterization required for the initial setup was not made obvious. While I do not consider a high degree of parameterization bad, and it might in fact be good, it increases the initial setup's complexity.
I would give different advice depending on the company's size. If the company is large, then the cost of Siebel licensing is something that can be paid for. But if you investigate a little, there are several solutions in the market that do not cover this capacity.
I did not evaluate other options.
Look at other alternatives in the market depending on what they need. There are a variety of solutions that can contribute to a specific need.
Siebel's most valuable feature is the web interface. As far as CRM's go, it's a very flexible solution, and we're able to customize the business rules with code and to integrate it with middleware applications to manage the rules externally. In our case, we've integrated all our BSS and OSS applications with Siebel using TIBCO v5.6.
The application itself contains complete functionalities needed to manage the interactions with clients -- quotes, opportunities, and offers. Also, we can register the interactions with our clients.
We have another instance of Siebel CRM (7.8) and in that case we have integrated also with Tibco BW 5.9 and we are currently using other products from Tibco for developing the BPM processes related (Tibco iDecisions as BPM).
We manage all of our client records and interactions currently with Siebel. We generate within Siebel all of our provisioning and billing orders and send it through our middleware to our billing and provisioning applications, as I mentioned above, we use mainly Tibco BW as our middleware platform.
The interactions with social networks can’t be managed with this application, so we can’t consolidate all our interactions in one place, so you can integrate an Omnichannel solution to cover that missing feature.
I've been using it for 11 years.
We've been able to configure Siebel with practically no issues, but you have to have your servers well tunned to avoid any issued.
The key is to have a good team of experts.
We have had no issues with the stability.
There have been no issues scaling it.
7/10
Technical Support:7/10
We used a legacy application that we developed internally. We migrated to Siebel because the number of clients started to grow and we needed to scale our CRM capabilities and to cover the growing needs.
There was a problem during the initial setup, but it was more related with the customization and integration with other applications. Because we had to create all the interfaces, we didn’t have preloaded integrations in the product.
We did it in-house, but I was a lot of effort (about two years) to have the first implementation.
Pricing is very high.
Evaluate the size of your company. Siebel is for big enterprises because it’s not cheap.
Use a partner to do the implementation or use Oracle Services to be sure that you are implementing it with the best practices and to minimize the effort to upgrade the product in the future.
Try not to customize a lot the product, try to use it as vanilla as posible, it will cost you more to upgrade it in the future if you customize a lot.
Siebel Analytics and the contact management features. This feature is the BI engine built for easy reporting and dashboards to visualize all phases of the customer´s lifecycle and devise the right strategies. The Asset and Product modules are separated and comply with most requirements out of the box for a typical CRM implementation. Also, the Contacts feature is very powerful even allowing for bulk email sending. Campaign and opportunities were used to calculate TOV and worked marvelously well.
It provides end to end customer management, from marketing all the way to support, meaning you also have sales, product management, literature, asset management, opportunity analysis, maintenance SLA compliance, and support, with all the common features present on modern CRMs including phone sync and email merge capabilities. It allows us to generate insights on any point of the customer retention lifecycle and pinpoint where the problems and opportunities are.
I would like to be able to get automated document versioning, and also the project management part it is lacking.
The stability and reliance pay off.
Deployment is still considered cumbersome and the integrations are quite an expense.
If you have the environment already setup and have already acquired the licenses then go ahead. But do not hesitate, the other options out there will always be cheaper and easier to implement, but we chose Siebel because we needed certainty that we could handle sales and support for all of the worlds travel agencies, airlines, airports, hotels and cruises.
Being a single source of information, this provides an authoritative source of information. One of the most valuable feature is its ability to use the information in a consistent way. A suite of services can be created around this master data, allowing the data to be integrated seamlessly into business processes and analytical environments.
In our environment, we have used Siebel as the primary source for customer management. There are multiple channels by which customer data can be created or updated including UM, Call Center, Mobile and other legacy systems. By having Siebel in place, there is one single repository for all customers. There is no need for individual systems to maintain their own customer database.
More flexible data cleansing and data-matching handlers.
I've used it for over four years.
There were some functional issues caused by using an old version of Informatica Identity Resolution for data quality matching purposes.
As a vendor, Oracle are very good.
No, we have not used any other solution. Since we have Siebel CRM as a call center solution along with SOA suite for integration purposes. We considered this solution as the go to product for data management.
As its Oracle Siebel Products, it’s very complex in comparison with other MDM products, as well as a requirements for data quality, for which we use an Informatica product.
We used a mixed team of third-party contractors and a team from Oracle.
We are in the process of leveraging the cost of implementation by bringing in other systems to integrate with MDM for customer management.
It is a very expensive product and data steward module is very complex.
It is a very powerful product if implemented strategically.
This product has allowed us to disambiguate customers and manage the multiple source records that make up that customer record.
Honestly, Elsevier had many challenges around the implementation of customer MDM, but this product did not contribute to those challenges.
I've used it for four years.
There were issues, mostly due to the lack of capability of the implementation partner who delivered the solution.
There were issues, mostly due to the lack of capability of the implementation partner who delivered the solution.
There were issues, mostly due to the lack of capability of the implementation partner who delivered the solution.
I have always found the Oracle staff very responsive and supportive of any of my questions.
Technical Support:I have always found the Oracle staff very responsive and supportive of any of my questions.
It was complex beyond necessity due to the inability of the implementation partner.
Implementation was through a vendor team. Any implementation team needs to be at least 25% internal development (not management) resources.
No, this product was available to Elsevier because of a master agreement between Elsevier and Oracle.
I found that this product had the ability to meet our business needs. During my tenure at Elsevier we were unable to leverage the full potential of this product, but based on the features I am aware of, this product is robust and flexible.
It requires a solid flexible integration strategy.
Business rules for data duplication can be improved.
I've used it for three years.
No issues encountered.
No issues encountered.
No issues encountered.
8/10.
Technical Support:8/10.
We did not implement a previous solution.
Initial setup was straightforward.
