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.
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.
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.
Senior Manager, Siebel Services, Technology Enablement at a consultancy with 10,001+ employees
Real User
Apr 10, 2024
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.
Unit Head CRM and Customer Engagement Platforms at Allied Bank Limited
Real User
Jan 16, 2024
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.
Technical project manager at Saudi Telecom Company
Real User
Jun 1, 2023
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 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.
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.
Principal Technical Consultant at Tech Mahindra Limited
Real User
May 18, 2022
The UI could be improved by being fully cloud native as this is what our customers are looking for. It would also be great to see what updates are coming up for release and for updates to take place automatically without manual intervention.
Siebel CRM offers a robust platform known for flexibility and scalability, providing advanced integration with Oracle products and meeting diverse tasks in customer management.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,...
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.
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.
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.
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.
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.
The tool took a lot of time to deploy.
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 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.
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.
The UI could be improved by being fully cloud native as this is what our customers are looking for. It would also be great to see what updates are coming up for release and for updates to take place automatically without manual intervention.