Oracle CRM Review
Customers have a 360-degree view, reduced operation cost and an improved market spending. Now with a robust Cloud based end to end Oracle Customer CX Solution


Primary Use Case

Oracle/Siebel CRM On Premise Solution generally caters to Organization  Sales, Marketing, Service, Social, Partner, Channels, Call Center, Loyalty and many more business functions. 

Though late entrant in the CRM Cloud space, Oracle already has introduced the next gen Cloud based CRM Solution as part of it's Oracle Customer Experience(CX) suite which is more modular, cloud based and tightly integrated with Customer Portal and Analytics business solutions. The core CRM functions are delivered through Sales Cloud, Service Cloud, Marketing Cloud CPQ Cloud, Commerce Cloud, Data Management Cloud, Engagement Cloud, Social Cloud and many more moduler but tightly integrated solutions. Customer can chooses what they require based on their business drivers.

Valuable Features

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.

Improvements to 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 etc.

Room for Improvement

Though late entrant in the Cloud  area for CRM area, Oracle introduced the next gen Cloud based CRM Solution as part of it's Oracle Customer Experience(CX) suite which is more modular, cloud based and tightly integrated with both it's Customer Portal Solutions and Analytics Business Solutions.  This is the future of Oracle CRM and it has addressed the gap earlier existed.

Use of Solution

More than five years.

Stability Issues

Sometimes, we encountered stability issues.

Scalability Issues

Sometimes, we encountered scalability issues but once the server, OS, network and database are properly configured the problem was less.

Customer Service and Technical Support

Technical support is very good.

Pricing, Setup Cost and Licensing

It is not the most cost-effective on-premise solution but it is worth it. The Cloud version, Customer CX takes care of the user-based/transaction-based pricing.

Other Solutions Considered

We evaluated other solutions such as Amdocs Clarify, Oracle E-Business Suite SFDC CRM, etc.

Other Advice

It is a good product with broad functions and industry-specific coverages.

Disclosure: My company has a business relationship with this vendor other than being a customer: We are a consulting company, Oracle is our partner.

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