Siebel CRM is a comprehensive customer relationship management solution that helps businesses streamline their sales, marketing, and service processes. With its robust features and user-friendly interface, Siebel CRM enables organizations to effectively manage customer interactions and enhance customer satisfaction. The solution offers a wide range of modules, including sales force automation, marketing automation, and customer service management, allowing businesses to automate and optimize their customer-facing activities.
The most valuable features of Siebel CRM include its data model, flexibility, stability, scalability, ease of customization, pre-built industry verticals, holistic workflows, and high level of customization.
It is praised for its ability to distribute information between systems, trouble ticketing, and case management. Users appreciate the reliability and availability of the system, as well as the ease of developing and customizing functionalities.
The solution is also commended for its scalability and the support provided by the upper-level team. Additionally, Siebel CRM offers the ability to model complex products.
Improvements needed for Siebel CRM include enhancing the user interface with a more intuitive design and incorporating a vanilla application. The documentation and clarity of the solution should be improved, particularly for new users who may find it challenging to understand.
The support and development tools could also be enhanced to provide a better user experience. Additionally, Siebel CRM could benefit from becoming fully cloud-native, offering automatic updates without manual intervention. As a CRM solution, it is considered somewhat outdated compared to cloud-based alternatives.
Simplifying the setup process, improving backend performance, and addressing responsiveness issues with the Open UI are also areas for improvement. Reducing customization capabilities and the associated technical debt would help prevent system slowdowns.
Lastly, lowering the cost of the solution would attract more customers.
The ROI from Siebel CRM is positive when customers are willing to invest in it due to its unique functionality that other CRMs lack.
The pricing for Siebel CRM is considered to be exaggerated and expensive compared to other CRM solutions in the market. This high cost makes it difficult to convince customers to use it, leading some to consider alternative options like Velocity or Salesforce.
The pricing information is not readily available on the website, requiring customers to connect with a sales representative from Oracle.
While Siebel CRM is stable and offers rich functionality, customers are not willing to pay a high price for it when they can find similar functionality at a lower cost with other CRM software like Salesforce.
The primary use case of Siebel CRM is for sales and customer management in various business units. It is used for prospect management, opportunity management, and guiding colleagues in developing new workflows and outlets.
It is also used for service and financial modeling, order management, and as a CRM tool for storing customer information, complaints, and opportunities.
Additionally, it is used for customer request management, capturing agent selling activity, and capturing backend orders.
Some users praise Oracle's support, stating that it is excellent and resolves all technical issues effectively.
However, others find it difficult to work with Oracle support, mentioning long waiting times for issue resolution and a lack of general troubleshooting skills. They mention that reaching the support engineers can be challenging and that the initial level of support is basic.
Some users found the initial setup to be difficult and complex, especially if it involved a migration from an old CRM system.
However, others mentioned that the tool's initial setup was easy and straightforward. The complexity of the setup seems to have improved over time, with newer versions being easier to deploy.
The deployment process can involve dedicated tools or DevOps tools, depending on the user's preference.
Siebel CRM is highly scalable and can handle a large number of users without affecting its functionality. It has been successfully implemented in organizations with thousands of users and can even handle millions of customers.
However, there have been some challenges reported when scaling the solution on-premises, such as CP-usage spikes, memory-usage spikes, and component crashes.
The stability of the Siebel CRM solution is generally rated positively. Users have mentioned that the tool is stable, reliable, and powerful, with no bugs or glitches.
However, there are also mentions of stability issues with the latest versions of the solution, with some users experiencing ongoing problems.
Siebel CRM also provides advanced analytics and reporting capabilities, enabling businesses to gain valuable insights into their customer data and make informed decisions. With its flexible deployment options, including on-premises and cloud-based solutions, Siebel CRM can be tailored to meet the unique needs of any organization.
Siebel CRM was previously known as Siebel Sales.
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