Siebel CRM Review

Functionally is very rich with a lot of challenges related to user adoption and performance


What is most valuable?

Opportunity, Siebel Marketing, Accounts and Service Request.

How has it helped 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.

What needs improvement?

User Adoption, User interface, Performance.

For how long have I used the solution?

I have used Siebel for over 6 years before moving on to Salesforce.

What was my experience with deployment of the solution?

Lots of issues during deployment starting from installation of software to configuration to customization.

What do I think about the stability of the solution?

Yes, one of the feature PIM sync resulted in a memory leak after 200 concurrent users.

What do I think about the scalability of the solution?

Not really apart from the features mentioned above (PIM Sync).

How are customer service and technical support?

Customer Service:

6/10

Technical Support:

4/10

Which solution did I use previously and why did I switch?

We switched from Siebel to Salesforce.

How was the initial setup?

Very complex (User setup, Account imports, EIM on Opportunity, Marketing). In summary, we had to struggle a lot to get the software running with all relevant data.

What about the implementation team?

Mix of both. Our challenges were very unique to us however we were satisfied with the vendor's expertise.

What's my experience with pricing, setup cost, and licensing?

$5 million setup cost, our last day-day operation cost was approx $3 million for 3000 users.

Which other solutions did I evaluate?

Yes, SAP CRM, Peoplesoft CRM


Disclosure: I am a real user, and this review is based on my own experience and opinions.

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