Crm report from it central station 2018 05 12 thumbnail
Find out what your peers are saying about Salesforce, Oracle, Microsoft and others in CRM.
270,604 professionals have used our research since 2012.
Crm report from it central station 2018 05 12 thumbnail
Find out what your peers are saying about Salesforce, Oracle, Microsoft and others in CRM.
270,604 professionals have used our research since 2012.
Chart Key
Average Rating
Average rating based on reviews
Views
Number of total page views
Comparisons
Number of times compared to another product
Reviews
Total number of reviews on IT Central Station
Followers
Number of followers on IT Central Station
The total ranking of a product, represented by the bar length, is based on a weighted aggregate score. The score is calculated as follows: The product with the highest count in each area gets the highest available score. (20 points for Reviews; 16 points for Views, Comparisons, and Followers.) Every other product gets assigned points based on its total in proportion to the #1 product in that area. For example, if a product has 80% of the number of reviews compared to the product with the most reviews then the product's score for reviews would be 20% (weighting factor) * 80% = 16. For Average Rating, the maximum score is 32 points awarded linearly based on our rating scale of 1-10. If a product has fewer than ten reviews, the point contribution for Average Rating is reduced (one-third reduction in points for products with 5-9 reviews; two-thirds reduction for products with fewer than five reviews). Reviews that are more than 24 months old, as well as those written by resellers, are completely excluded from the ranking algorithm.
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Most Compared
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What is CRM?

Customer Relationship Management (CRM) software is one of the most important aspects of a business' internal workings. When polled on the subject of what makes a CRM successful, IT Central Station members delivered the following response: The CRM should contain strong reporting tools and simple ease of use at a competitive market price. Users also mentioned that a good CRM should be configurable to update the CRM's user interface and object model without the need for coding expertise.

CRM Reviews

Read reviews of CRM that are trending in the IT Central Station community:
Your trust is our top concern, so companies can't alter or remove reviews.
Anonymous avatar x80
Consultant
Consultant Project Manager at Hazelden Betty Ford Foundation, MN at a tech vendor
Jul 09 2017

What is most valuable?

Integration with Oracle E-Business ERP: Every installation of CRM uses some form of ERP or back office applications. The benefits of integration are often overlooked when making a CRM purchase decision. Integration of CRM with the back office... more»

How has it helped my organization?

As an implementer, I have worked to implement this application for organizations that were new to CRM as well as organizations that have used some other CRM tool before. The Oracle CRM application provides for an effective interaction with... more»

What needs improvement?

The application needs improvement in its usability aspects. Non-integrated applications such as Salesforce have been able to be more nimble; they provide more flexibility to adapt and interface with state-of-the-art social applications,... more»
A7e59afe adcc 4c45 ae95 5b15e0658a61 avatar?1450180443
Consultant
Principal Oracle CX Cloud Consultant at Rapidflow Inc - Supply Chain, Logistics, PLM, Cloud
Mar 17 2017

What is most valuable?

* Analytics & Forecasting * Offline Mobile Capability * Customer Data Management * Social Collaboration * Sales Dashboards * Outlook Integration * Application Composer

How has it helped my organization?

My client needed a solution that would enable their business to grow at the rate they required, mainly around the sales cycle. Their business involves quoting and estimating effort, with regular change to scope and ultimately cost, sometimes... more»

What needs improvement?

The data import process has grown a little since earlier releases. In the past, when data import would fail, it would rarely provide any indication of where the problem exists. In the recent releases (8 and above), this process has improved... more»
Crm report from it central station 2018 05 12 thumbnail
Find out what your peers are saying about Salesforce, Oracle, Microsoft and others in CRM.
270,604 professionals have used our research since 2012.
265b5d24 8760 410c a210 825593b1d10d avatar
Consultant
Consultant at a tech services company with 51-200 employees
Mar 23 2017

What is most valuable?

I originally started using RightNow as an email management and knowledge management system, though the true value is providing a 360-degree view of the end users though all channels and base marketing.

How has it helped my organization?

When I initially started using it, it was for a travel company at the same time as bad weather closed the major airports in the south of England. Instead of a spike in calls and AHT, the call levels were consistent with trends, as the... more»

What needs improvement?

Upgrade and development process: There are some aspects which have been requested for years but are slow to take into the development path (or are included in an "Advanced" version of the system).
1d02d524 48e6 40d3 918d 5d5299c732ce avatar
Real User
Oracle CRM, ERP, Cloud and Technology Practice Head at a tech services company with 10,001+ employees
Dec 06 2017

What is most valuable?

Earlier On Premise Solution with features like Open UI, horizontal features: Service, call center, marketing, SFA, loyalty, dealer, robust real-time, batch integration tools, separate industry solutions for banking, finance,... more»

How has it helped my organization?

We implement for the customers and they were benefited by having a better 360-degree customer view, a reduced operation cost, an improved market spending and tracking its effectiveness, quick go-to-market, improved sales, SLA-based servicing... more»

What needs improvement?

Though late entrant in the Cloud area for CRM area, Oracle introduced the next gen Cloud based CRM suite which is more modular, cloud based and tightly integrated with both it's Customer Portal Solutions and Analytics Business Solutions. This... more»
Add trevorl
Real User
Salesforce certified system admin at a cloud provider with 51-200 employees
Aug 03 2017

What is most valuable?

Multiple editions available and all cloud based. Have recently began working with the new interface called Lightning and feel that its a great improvement to the "classic" version.

How has it helped my organization?

* The entire organisation is now on the same page, with one source of truth. * Forced people to become compliant in reporting and updates - if its not in Salesforce it did not happen. * No more "versionitis", data, reports all in once central... more»

What needs improvement?

The only time I have ever been upset with Salesforce was when I failed my certification exam. I thought to myself "Why do they make the exam so hard ? Why is the training so expensive ?" Now that I have passed I am grateful that it was a... more»
Worketc logo
WORKetc
Ed6190a5 cff1 434c 9af6 ae9dd3213cca avatar
Real User
Principal at a real estate/law firm with 51-200 employees
Feb 13 2017

What is most valuable?

We love the way WorkETC allows us to organise all of our projects in one place. It's a very robust CRM with an excellent search functionality. Gantt charts and To-dos are all well organised and with constant optimisation by the development... more»

How has it helped my organization?

Creating a streamlined process from sales through to completion of projects has made an immense difference to our operations. Previously we had a bunch of different pieces of software for each function with the same database of clients which... more»

What needs improvement?

UI development has been under way for quite some time - will be great to see when it comes out. It just feels that the current UI is a bit old school. This doesn't mean that it doesn't work; it just lacks a bit of the modern styling that the... more»
F01f9b4b 2b1e 4709 87c7 74207223273f avatar?1453988866
Real User
Sales Operations Manager at a financial services firm with 51-200 employees
Aug 24 2017

What is most valuable?

The ability to easily change layouts, create customized fields and customized reports makes my job so much easier. Adding company hierarchy makes it easy for our sales people to identify subsidiaries of existing customers. The Salesforce... more»

How has it helped my organization?

Adding customized drop-down fields and check boxes limits the amount of admin time that our sales people have to spend to keep their accounts up to date. Using Salesforce for Outlook enables our sales group to easily add emails sent and... more»

What needs improvement?

I'd like to have the ability to change default values on certain fields such as the “Related To” field on the Task and Event pages.
Anonymous avatar x80
Consultant
Senior Consultant at a tech services company with 51-200 employees
Mar 23 2017

What is most valuable?

The knowledge base: The ability for a non-technical user to create business content that becomes end-user facing has been the easiest item to allow customers to get their answers fast and still have access to business-published data. Because it requires a non-technical personal to publish, the time to market for the content is rapid, and the end-users are able to see immediately any quick answers they may be searching for. The routing of incidents/cases: The tool provides a very robust routing tool that a manager-level person can adjust at will based on the changing service needs. Because cases/incidents come from many sources, the tool has de-coupled the creation of the case and the routing of the case to the proper... more»
Worketc logo
WORKetc
8c7121fc d2c7 4c30 b4cf 98993768a96f avatar
Real User
Director at a non-tech company with 51-200 employees
Mar 05 2017

What is most valuable?

The most valuable feature is the ability to channel all email via a single address into projects based around the employees or teams that are working on them.

How has it helped my organization?

It has completely removed the onerous round robin cc'ing of emails, having to read mails of no relevance, as well as the necessity of continually asking if a specific person had heard back from a specific client.

What needs improvement?

The UI needs to move forward to a refreshed version but this is in the works. The UI (user interface) in a web browser is currently version 4. Although already good as it is, a 5th version is apparently in progress that will substantially... more»
27a780da 1d2d 4dac a72f 873611da79f5 avatar
Real User
Director, Solutions Consulting at a tech services company with 51-200 employees
Mar 16 2017

What is most valuable?

Pretty much the entire suite is valuable. The Knowledge Foundation and Advanced are best in breed with NLP technology. Proactive chat and customer portal are also extremely valuable to any service organization.

How has it helped my organization?

Our managed services group uses it to support our customers enabling us to maintain SLAs and surpass them. Scheduled Analytics reports help us to make sure we are staffed correctly based on trending volume of incidents.

What needs improvement?

The agent browser UI is quickly scaling, so I will be very excited when I can recommend it to everyone. Other areas where I'd love to see enhancements are outreach, feedback and business rules. I have heard there are some changes in the works... more»
Pratyush singh li?1414335283
Real User
IT Leader at a tech services company with 1,001-5,000 employees
Jun 10 2016

What do you think of Salesforce Sales Cloud?

Valuable Features Chatter, Mobile Platform along with Mobile Push, Salesforce synchronization for MS Outlook, simple & smart analytic dashboard • Improvements to My Organization User Adoption has improved a lot resulting in improvement of Data quality & ROI of Software. • Room for Improvement Need to make complex CRM processes as Out of Box features, Address interface challenges between Salesforce and On-premise enterprise Software, Lot of dependency on affiliate software such as Service Max & Marketo • Use of Solution 7 years • Deployment Issues Digitizing complex business process around Sales (Multiple layer of approvals), building complex dash board consolidating Sales, Marketing data (Marketing ROI), building interface between Salesforce and...
Anonymous avatar x80
Real User
Project Coordinator at a manufacturing company with 1,001-5,000 employees
Aug 07 2017

What do you think of Oracle Service Cloud?

Valuable Features Integrated survey tools and reporting: wide selection of included reports and ability to customize • Improvements to My Organization Logging all channel interaction in the same place gives us the ability to better determine FCR. • Room for Improvement Ability to export records for archiving, or to query the DB directly. • Use of Solution I have used it for Three years. • Deployment Issues We have encountered very few deployment issues. We have had two instances of incomplete or incorrect clones. These have been remedied by requesting that the clones be created again. • Stability Issues The data pod was initially overloaded, which caused issues with chat server stability, but a pod move fixed this. • Scalability Issues We have not...
6fc2b93e b462 4350 9622 9f43adfc94d5 avatar
Real User
Solution Director - Oracle CX at a tech services company with 51-200 employees
Apr 02 2017

What is most valuable?

* Reporting * Knowledge-base * Incident management * Chat * Co-browse * Smart Assistant * Workflows

How has it helped my organization?

Utilizing workflows allows for providing the right screens for agents to complete on a ticket where only the necessary data is exposed and automation can be built into the workflow resulting in potential less clicks for agents.

What needs improvement?

When answer links are embedded within the ticket message threads, agents are taken to the customer portal; the development team should identify another option. Also, SMS should be built into the product without having to use a third-party... more»
Sugarcrm
SugarCRM
Aimee white li?1414329795
Real User
Website and EComm at a retailer with 1,001-5,000 employees
Mar 13 2017

What do you think of SugarCRM?

Very basic UX and UI, but does what it says on the tin. (disclaimer: I was using an old version but a lot of charities and smaller businesses seem to carry older versions for some reason. Probably because, with limited resources in smaller orgs, old software gets carried over) I'm not sure why it needs to look like it was designed 10 years ago, though, but I guess that is a separate point.  The second time I used this (late in 2015) was to keep track of multiple projects and comms spread over 7 months. Putting so many things into SugarCRM became a much-hated-task, mainly because of the horrible UI. It felt like every dashboard was eye-torture.  Saying that, it has a small server footprint and is easy to set up. It means it can run on a relatively low spec server so much...
9dfa26d6 bfb6 4c15 9c7e 5436fa6be6e9 avatar
Real User
Technical Consultant at a tech services company with 10,001+ employees
Mar 13 2017

What is most valuable?

Basically, it is a suite built for providing services; the ability to connect to the customers is a highlight here by making use of all communication modes. A meaningful interaction with the customer in order to gather the utmost possible... more»

How has it helped my organization?

67% of consumers turn to a company's social media site for customer service. Social Monitoring does a perfect job here (by social media integration with Oracle RightNow).

What needs improvement?

* Customization of the client's branding establishment instead of the default Oracle brand signs (example: logo in the login Screen)
C0db5ab3 e94f 44c2 8262 198f30fd1157 avatar
Real User
Head of Solutions Delivery UK at a tech services company with 51-200 employees
Mar 13 2017

What do you think of Oracle Service Cloud?

Valuable Features Web customer portal Knowledge base Incident and activity management Contact and organisation management Chat and skill-based routing Incident routing and escalation Outreach (mailshots) and feedback (surveys) • Improvements to My Organization It allowed management, operations, service, sales and marketing to have a full view of the customer base, and a single platform to manage all customer engagement activities. • Room for Improvement Release and environment management • Use of Solution I have used it for five years. • Deployment Issues We have not encountered any deployment issues. • Stability Issues We have not encountered any stability issues. • Scalability Issues We have not encountered any scalability issues. • Customer Service...
32f38d81 be01 4aac a0dc a4845c8b9124 avatar
Real User
IT Service Manager - Veeva CRM Competency Centre at a pharma/biotech company with 10,001+ employees
Jul 18 2017

What is most valuable?

* Page layout * Workflows * Fields * Tabs * Web services * Audit trail * Related information * Search * Quick search lists * Great performance and availability

How has it helped my organization?

It is relatively easy to centralize your services when using a cloud solution. Easiness of onboarding new people and markets. 95% of business requirements can be met by making administrative configuration changes rather than development. This... more»

What needs improvement?

Support: My Oracle Support service, enhancement, bug fix roadmap, and planning, quick and modern global cross-search is missing.
Worketc logo
WORKetc
9a421c42 bf88 405e 808d ec83319a48c8 avatar
Real User
Executive Manager at a construction company
Mar 29 2017

What do you think of WORKetc?

Valuable Features Project and task management Finance and bill management CRM • Improvements to My Organization We use it as a team management tool and online service for billing and finance management, and contact management as well. • Room for Improvement We are waiting for a new UI design, and also I think that not having a mobile version is a weakness. • Use of Solution I think I have used it for 7 years. • Deployment Issues I haven't encountered deployment issues. • Stability Issues I haven't encountered stability issues. • Scalability Issues I haven't encountered scalability issues. • Customer Service and Technical Support Customer Service: Customer service is excellent. Technical Support: Technical support is excellent. • Previous...
40789b4d 429f 438c a673 446d8c2f2dc7 avatar?1451891004
Real User
Sales manager at a construction company
Jul 31 2017

What is most valuable?

This is very flexible product. I can tune many of its features for our company. Also, it integrates almost all needed tools for a small company, like ours. I like its powerful dashboard and third-party integration tools. In different tabs, you can track accounts, leads, and opportunities with one click. Also, I love their PRM system for communicating with... more»

What needs improvement?

Salesforce is more expensive than other CRM services. It also has fewer features than many others competitors. Each of these reasons is not a big deal, but they forced us to eventually find another solution.
Pratyush singh li?1414335283
Real User
IT Leader at a tech services company with 1,001-5,000 employees
Jun 10 2016

What do you think of Siebel CRM?

Valuable Features Opportunity, Siebel Marketing, Accounts and Service Request. • Improvements to My Organization We moved from an excel sheet to Siebel so it did help us initially in digitizing CRM related business processes and was positioned as single source of truth for CRM. • Room for Improvement User Adoption, User interface, Performance. • Use of Solution I have used Siebel for over 6 years before moving on to Salesforce. • Deployment Issues Lots of issues during deployment starting from installation of software to configuration to customization. • Stability Issues Yes, one of the feature PIM sync resulted in a memory leak after 200 concurrent users. • Scalability Issues Not really apart from the features mentioned above (PIM Sync). • Customer...
Crm report from it central station 2018 05 12 thumbnail
Find out what your peers are saying about Salesforce, Oracle, Microsoft and others in CRM.
270,604 professionals have used our research since 2012.
F0e24000 c30a 41b5 86be 83459585244d avatar
1,501
Business Analyst
In pursuit of my dreams after the learnings from the lows of my life. After discontinuing my studies in engineering college, I pursued my graduation in Commerce with Computer Applications. I stayed in a very remote area/village for three years while my graduation and worked as a teacher and... more>>
Anonymous avatar x100
21
Consultant Project Manager at Hazelden Betty Ford Foundation, MN
Engineer, MBA with twenty six years of Management and Consulting experience, 17+ years on Oracle eBusiness Suite Applications and 8+ years on other ERP platforms. Application Architect, Project Manager, Functional lead for implementation of business systems and process re-engineering.... more>>
3d31ae50 f390 4f0c 8ffb 6a3a50e2c1c2 avatar
452
QuickBase Consulting
✔️ Loyal ✔️Motivated ✔Results-Driven Resourceful and results-oriented professional with proven skills in Administrative Support, Account Management and end-to-end Project Coordination. Extensive coordination, planning and support of daily operational and administrative functions in a... more>>
Anna hazel crotty li?1428943739
1,449
Independent Consultant
Specialties: Technology for non-profits Salesforce Managing software development teams Integrating software development teams sales and support Establishing systems, sorting out complex problems and identifying solutions Working with customers to solve problems more>>
95dc350d 40d1 454c a356 dc8b112f71ad avatar?1452643954
580
Managing Director
Colin is a dynamic business leader who is passionate about cloud computing, an industry he has been involved with for over 10 years. His entrepreneurial spirit has seen him build a successful business, specialising in Salesforce.com CRM professional services and Force.com applications... more>>
Reviewed Salesforce Sales Cloud: We find the email to case functionality helps...
A7e59afe adcc 4c45 ae95 5b15e0658a61 avatar?1450180443
1,033
Principal Oracle CX Cloud Consultant
Certified in, > Oracle Fusion CRM: Sales 2014 Certified Implementation Specialist > Oracle RightNow CX Cloud Service 2012 Certified Implementation Specialist - Working extensively on Oracle CX Cloud Projects - 10.3+ Years of total experience including Production, Marketing and... more>>
265b5d24 8760 410c a210 825593b1d10d avatar
84
I am a Certified Oracle RightNow CX Implementation Consultant having worked on implementations and convergence projects in both the Retail and Travel sectors within Europe and North America. I am a committed whisky enthusiast and have hosted online tasting events for some innovative and well... more>>
Add cea
938
I am a positive and goal oriented young professional with extensive experience in project management, business analysis, CRM systems and project management in the intersection between strategy and technology. I currently lead the Salesforce.com and Social CRM Advisory team in Capgemini Norway.... more>>
Reviewed Salesforce Sales Cloud: Can Salesforce replace your corporate intranet?
Frazer lewis li?1414330074
470
My name is Frazer Lewis and my company specialises in helping businesses in London and the South-East to operate more effectively using a combination of business process improvement and the Salesforce CRM system. We focus on understanding your business workflows, identifying ways to make... more>>
769624bc 60a0 4fba ad56 969ea5126707 avatar?1448903745
1,835
World-class sales executive with 10+ years of sales success in technology (systems integrating sales of cameras) including software sales (SaaS - increasing monthly new business revenue by integrating sales), and telecom (successfully sold in leading provider of wireless communications) applying... more>>
Jamestaylorheadshot2
34,170
A leading expert in decision management and in the development of Decision Management Systems. Experienced working with business rules, predictive analytics and other decisioning technologies to improve operational systems. Published author - Decision Management Systems (IBM Press), Smart... more>>
Anonymous avatar x100
18
Senior Consultant
My background is with CRM Applications (primarily focused on the RightNow option, however I have experience in implementing, and maintaining many others). Over the years I picked up a lot of experience and tools to ease the transition from one CRM to another, from large data dumps, integrations... more>>
Add jagani
4,343
POPULAR
Because I believe processes and systems grease the engine that creates business prosperity, I founded AllianceTek in 2004 after playing a leading role in technology development at several financial institutions, such as Advanta and Bisys. The inspiration for AllianceTek came when I discovered... more>>
Reviewed Salesforce Sales Cloud: 5 Rules for Getting the Most Out of SalesForce

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