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


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 Service and Technical Support

Customer Service:

6/10

Technical Support:

4/10

Previous Solutions

We switched from Siebel to Salesforce.

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.

Implementation Team

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

Pricing, Setup Cost and Licensing

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

Other Solutions Considered

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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