CRM Features

Read what people say are the most valuable features of the solutions they use.
ColinCampbell says in an Oracle Service Cloud review
Consultant at a tech services company with 51-200 employees
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. View full review »
reviewer622386 says in an Oracle Service Cloud review
Project Coordinator at a manufacturing company with 1,001-5,000 employees
* Integrated survey tools and reporting: wide selection of included reports and ability to customize View full review »
Trevor Lobel says in a Salesforce Sales Cloud review
Salesforce certified system admin at a cloud provider with 51-200 employees
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. View full review »
reviewer974331 says in an Oracle Service Cloud review
Solution Architect - Oracle CX Cloud
* Self-service through the customer portal * Knowledge management * Omni-channel through CoBrowse * CTI * Chat, etc. View full review »
reviewer963333 says in an Oracle Service Cloud review
Oracle Service Cloud Developer
Love the power of reporting and dashboards. Also, I really like how easy it is to customize the OSC to fit most needs. View full review »
Justin Dillow says in an Oracle Service Cloud review
Configuration Engineer III at Harte Hanks
* With add-ins, customer portal, custom apps, and APIs, there isn't much you can't do. * The ability to use chat and an ever-evolving knowledge base allows us to reduce the cost per contact. View full review »
Thomas Oates says in an Oracle Service Cloud review
Manager at a tech vendor with self employed
* Incident management * Workflow for transactions * KM for general knowledge The partnership we gained with Oracle has increased our rate of success. View full review »
Andray Sander says in a SAP CRM review
Mobile Application Developer at a tech services company with 11-50 employees
I have found the sales reporting feature specifically useful as it provides reporting and visualization which helps in decision-making. I use this to understand where to improve, which in-turn, helps generate sales. View full review »
HeaRis224 says in a Microsoft Dynamics CRM review
Project Manager at a financial services firm with 201-500 employees
Since we started using this platform, we have been able to ensure all communications trials with our customers are documented. We are able to effectively follow up on requests, ensuring all customer issues are resolved in a timely manner. This solution provides a platform where there is visibility of all customer interactions, with efficient follow-up. View full review »
reviewer902298 says in a bpm'online sales review
User
The system is easy to configure, build processes with, and make changes to as companies grow and change. Bpm’online provides a customizable platform that enables companies to safely store and recognize customer data, as well as connect multiple channels and other related services. View full review »
reviewer823218 says in a Salesforce Sales Cloud review
‎Senior Account Executive at a tech vendor with 501-1,000 employees
It has custom fields and custom reports which can align to our business objectives and marketing focus. View full review »
Michael Deaver says in a SugarCRM review
Strategic Human Relations Leader at Michael Deaver Talent Management Coaching & Consulting
The ease of setup and stability. View full review »
Szymon Szpot says in an Oracle CRM review
IT Service Manager - Veeva CRM Competency Centre at a pharma/biotech company with 10,001+ employees
* Page layout * Workflows * Fields * Tabs * Web services * Audit trail * Related information * Search * Quick search lists * Great performance and availability View full review »
Narayan Kapali says in an Oracle CRM review
Consultant Project Manager at a tech vendor
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 applications, allows for more meaningful and effective usage of the tool. The wing-to-wing integration of applications is one of the most strong features of Oracle CRM. View full review »
Arijit Maitra says in an Oracle CRM review
Oracle CRM, ERP, Cloud and Technology Practice Head at a tech services company with 10,001+ employees
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, telecommunication, healthcare, retail, etc. To add to the above On Premise Solution the new Oracle CX Solution comprising Sales, Service, Marketing, Loyalty, Data Management, Social, Commerce and related Cloud Solutions come with a integrated framework and lesser integration cost/complexity. In addition it is modular and Customer can pick and choose, enables quick deployment and faster go to market and last but not the least less OPEX cost. View full review »
Tasha Sylvester says in an Oracle Service Cloud review
Solution Director - Oracle CX at a tech services company with 51-200 employees
* Reporting * Knowledge-base * Incident management * Chat * Co-browse * Smart Assistant * Workflows View full review »
Biljana Gligoric says in a WORKetc review
Executive Manager at a construction company
* Project and task management * Finance and bill management * CRM View full review »
Bryan Arndorfer says in an Oracle Service Cloud review
Senior Consultant at a tech services company with 51-200 employees
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 person/group. Depending on business, it is easy to route based on product line and translate to skill set the agents have who work the cases/incidents. View full review »
Luís Melo says in an Oracle Service Cloud review
Head of Solutions Delivery UK at a tech services company with 51-200 employees
* 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) View full review »
C Davis says in an Oracle Service Cloud review
Guest Insight Analyst & Oracle Service Cloud CX Administrator at a transportation company with 1,001-5,000 employees
Well, all of the features are pretty great. We use it for incident management and FAQs. These are the features that are valuable to us. View full review »
Rhianna Albert says in an Oracle Service Cloud review
Director, Solutions Consulting at a tech services company with 51-200 employees
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. View full review »
Rasheed Ahamed says in an Oracle Service Cloud review
Technical Consultant at a tech services company with 10,001+ employees
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 information to provide better solution makes the difference here. Features including Chat, Co-Browse, SLA, Social Monitor, Knowledge Base, Smart Assistant, etc., are found most valuable. View full review »
James Hartley says in a WORKetc review
Director at a non-tech company with 51-200 employees
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. View full review »
Ultimatum911 says in a Salesforce Sales Cloud review
Functional Consultant at a manufacturing company with 1,001-5,000 employees
* The Sales Cloud platform * The Service Cloud platform View full review »
Mary Arnold says in a Salesforce Sales Cloud review
Sales Operations Manager at a financial services firm with 51-200 employees
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 forums are very responsive when you ask for help. View full review »

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