We performed a comparison between Oracle Fusion Service, Salesforce Service Cloud, and SAP CRM based on real PeerSpot user reviews.
Find out what your peers are saying about monday.com, Microsoft, Salesforce and others in CRM."Oracle Cloud Services integrates well. It has lots of APIs to integrate with other solutions, like the PBX we use from Cisco. The ability to integrate Siebel data with Cisco PBX was nice."
"Previously, my clients used a smaller ERP system, not a major one. However, they have now transitioned to Oracle, which provides them with a more extensive range of options. Unlike before, it's now an integrated system that covers various aspects, including finance, supply chain management, and other functionalities."
"It offers a seamless experience with quick deployment—eliminating prolonged implementation and installation processes."
"The service management features are valuable."
"Oracle's strength lies in swiftly building and deploying enterprise applications globally."
"The solution is completely cloud-based and very easy to access from anywhere."
"Oracle offers a wide range of applications, each capable of delivering significant value to our business."
"Stable and scalable with good technical support."
"I don't have the specific details, but I'm aware that Salesforce is used for campaigns, decision-making processes, and order submissions. I'm currently in the learning phase and not familiar with all the details."
"The plug-ins that work with other standard systems have made the product industry-ready."
"It’s feasible to configure the platform according to the specific processes utilised. Customization of the platform could be carried out based on the techniques we employ."
"The three major pillars of Salesforce Service Cloud are the SSL, Chatter, and the Dispatcher Console, which routes calls to the technicians."
"It's a cloud tool, so it is easy to set up."
"The most valuable feature of Salesforce Service Cloud is its ease of use."
"The strength lies in its ability to work cohesively with other systems, creating a centralized hub that enhances efficiency and collaboration across various functionalities within our organization."
"The complexity of the solution is very less."
"The flexibility to design the portal and customize it according to the needs of the clients is valuable. The integration with SAP ERP is also valuable."
"The solution is highly scalable."
"The platform is highly scalable."
"The features that are used most are the lead model and the opportunity model. We can create many different pipelines with many phases. These features improved our process in the States very well."
"The most important factor for recommending SAP CRM is its integration with the core SAP platform. Globally, most enterprises are using SAP as an ERP platform to manage their key business functions. SAP CRM has out-of-the-box integration with the core SAP platform. You can integrate your pre-sales and post-sales into the single platform on the SAP CRM very easily, and you can extend that CRM to your customers who can actually see what is happening to their orders—such as whether it is dispatched or not dispatched or at what stage it is—simply by logging onto the CRM platform."
"The solution assists us in identifying what to send, what to offer, and what customers are buying."
"The initial setup of SAP CRM was simple."
"Once the lead is matured, you can convert it into an opportunity and you can track it by the opportunity based on the product segment."
"The product must provide modules for operations management."
"Delivering the solution to clients can be quite complex and requires highly trained technicians with expertise."
"Oracle counts users for licensing purposes, regardless of their roles or usage patterns. This process could be better."
"The dependency on the dollar makes these products more costly during disruptions in currency parity, especially in countries like Pakistan."
"The solution’s reporting could be improved."
"Oracle changed the means by which users are created in the system. I would like this to be easier to implement."
"There are specific areas that would be beneficial to enhance and improve, especially its financial functionality, search capabilities, chat features, and content articles."
"The user experience has to be much better."
"The integrations with other solutions can be improved."
"The main concern for me revolves around the speed of certain integrations."
"I'm not deeply engaged with this team, so I don't have extensive experience with it. As you mentioned, I haven't used it much yet, so my experience is limited."
"Knowledge Management platform could use some intelligence improvements. Data mining techniques for recommending the most relevant knowledge articles would be beneficial. Currently, that selection process is more administrative. AI could be used here."
"The product should be capable of delivering complex reports as per company requirements without the need for a Tableau license."
"The pricing for what Salesforce Service Cloud offers is not great."
"Salesforce Service Cloud's report functionality could be improved."
"Salesforce should include maps as a default offering so that, as a customer, I can view where the technician is on the geographical map."
"They have recently updated their user interface but they should continue to improve upon it in the future. Additionally, overall performance or speed of response times could be better."
"They should improve the design to make it more appealing to users."
"The solution needs more flexible customization, tender request, and they need to think about some of the localization aspects."
"SAP must provide a demo system for the customers."
"In terms of visibility of the data, there's a very limited set that we have access to and sometimes it's very difficult and not user-friendly to analyze from front end to back end. It's the biggest challenge, even if I'm working with an organization where we've implemented SAP."
"There is a lot of missing data and data latency issues between the different modules of SAP CRM, which creates a lot of problems."
"There could be some specific configurable options on the UI level to improve visibility."
"SAP CRM could improve by being easier to use and customer-friendly."
