Oracle CRM vs Salesforce Service Cloud comparison

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Comparison Buyer's Guide
Executive Summary

We performed a comparison between Oracle CRM and Salesforce Service Cloud based on real PeerSpot user reviews.

Find out what your peers are saying about monday.com, Microsoft, Salesforce and others in CRM.
To learn more, read our detailed CRM Report (Updated: March 2024).
765,234 professionals have used our research since 2012.
Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"It is a stable solution.""We are able to take back control of our client sales information and analyze it for the future to improve.""The most valuable feature of Oracle CRM is the organization it provides.""Oracle CRM is a stable solution.""We are most comfortable with the user interface that Oracle CRM has, it is very good.""Oracle CRM is very, very stable, one of the most stable products I've used in my career, and doesn't require much maintenance.""Everything related to insights and dashboards is valuable. It is great for tracking all the effort and generating reports.""For the most part, the solution is straightforward."

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"The most valuable feature of Salesforce Service Cloud is its ease of use.""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.""Salesforce Service Cloud offers several notable features. It includes robust case routing, escalation capabilities, entitlement mapping, and entanglement rules. Additionally, it supports Computer Telephone Integration (CTI), which allows for automatic case generation when a call is made to a designated number.""The three major pillars of Salesforce Service Cloud are the SSL, Chatter, and the Dispatcher Console, which routes calls to the technicians.""The complexity of the solution is very less.""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.""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 plug-ins that work with other standard systems have made the product industry-ready."

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Cons
"Their support could be faster. Like any other solution provider, in some cases, it takes time to get their response, and sometimes, they do not fix the issue in the first round. Therefore, we have to go through another round.""With Oracle CRM, people report some usual downtime and frequent outages.""The one thing that I hate about it is when you pay for services for a certain amount of time, the service ends just before it should be over. For example, I may pay for a month of service, but it will tell me the service is over before the month ends.""The product is complicated to use for new users.""The interface could be more user friendly. It is currently not intuitive, and it can be better. The onboarding process for the end users of this solution could be easier, and there should be a few more things for user knowledge and training. It takes a lot of technical knowledge to get used to it.""The data visualization should be better in Oracle CRM.""Oracle CRM can improve integration and performance.""The cost can be a bit more expensive compared to other options."

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"The product's high price is an area of concern where improvements are required.""The integrations with other solutions can be improved.""Salesforce Service Cloud's report functionality could be improved.""The pricing for what Salesforce Service Cloud offers is not great.""The documentation could be improved.""One minor drawback is that its implementation requires some preparation. It's not something you can implement instantly; it takes time. The only issue I've encountered is that you need to ensure the implementation is done properly, which can be time-consuming. So, it requires some time and attention.""The pricing of the solution can be made cheaper.""The main concern for me revolves around the speed of certain integrations."

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Pricing and Cost Advice
  • "It is not cheap. It is more suitable for big companies."
  • "We were able to get a ten-year contract for a very good discount with our three platforms together with Oracle."
  • "We have annual licenses to use this solution that are quite expensive. For example, we have approximately four types of licenses and we have one annual contract for the number of licenses we use for Oracle CRM and the loyalty system."
  • "There are licenses needed to use this solution and they are managed by our product team."
  • "Every year, we have new users, and we get new licenses. It depends on various things such as the number of users and expansion of our business lines."
  • "The licensing is on a yearly basis."
  • "The cost of a license with support is slightly higher than a regular license."
  • "The costing for this solution is very high. It targets top tier companies. This solution can be split up into multiple modules to cater to the low tier customers."
  • More Oracle CRM Pricing and Cost Advice →

  • "I believe that in our country, Colombia, we utilize this platform for the Latin American region. In terms of expenses, it's somewhat higher compared to other products. I would rate it as expensive and nine out of ten."
  • "Salesforce is not a cheap product. It can be expensive."
  • "The price is too expensive."
  • "We pay a yearly licensing fee for Salesforce Service Cloud, which is expensive."
  • "The tool is pretty expensive."
  • "The product is expensive. There is a need to make yearly payments towards the licensing costs attached to the product."
  • More Salesforce Service Cloud Pricing and Cost Advice →

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    Questions from the Community
    Top Answer:The product’s pricing is very high. I rate the pricing an eight out of ten.
    Top Answer:Improvements are required around the microservices offered by the product. Improvements are needed in the new kind of microservices of the product. With Oracle CRM, the way you develop the integration… more »
    Top Answer:The tool is pretty expensive. We are spending a huge amount. I rate the pricing a nine out of ten.
    Top Answer:The documentation could be improved. Salesforce must provide a place to store certain categories of documentation.
    Top Answer:We use the product for our client database. We also use it to forecast a few deals due for closure in the coming financial quarters.
    Ranking
    7th
    out of 167 in CRM
    Views
    1,969
    Comparisons
    1,498
    Reviews
    17
    Average Words per Review
    352
    Rating
    7.8
    Views
    625
    Comparisons
    533
    Reviews
    11
    Average Words per Review
    435
    Rating
    8.5
    Comparisons
    Also Known As
    Market2Lead
    Service Cloud
    Learn More
    Overview

    On demand CRM with contextual intelligence, adaptive business planning, and analytics. Supports cloud integration with Outlook and mobile devices, as well as sales and marketing applications. Multi-tenancy or single-tenancy options available.

    Service Cloud is fully customizable support and help desk that provide faster, smarter service that will increase loyalty, retention, and satisfaction. From call-center software to self-service portals, our service solutions enhance your customer service with more responsive, more intuitive, more flexible support that anticipates customer needs.

    Sample Customers
    Turk Telekom, yoo Ltd , Mobilitec, Sanipex Group, ec4u expert consulting AG, Hover Automotive India Pvt. Ltd., Lawn Tennis Association, Geodis, Freedom Technology
    Stanley Black & Decker, Coca-Cola, Activision, Wells Fargo, Spotify, Aldo, Philips, The Red Cross, Blue Shield of California, Sprouts Farmers Market, Direct Energy Solar, Inspirato, Kiva
    Top Industries
    REVIEWERS
    Comms Service Provider20%
    Government20%
    Manufacturing Company13%
    Financial Services Firm13%
    VISITORS READING REVIEWS
    Computer Software Company14%
    Financial Services Firm10%
    Government8%
    Educational Organization8%
    REVIEWERS
    Manufacturing Company33%
    Marketing Services Firm11%
    Renewables & Environment Company11%
    Comms Service Provider11%
    VISITORS READING REVIEWS
    Computer Software Company19%
    Educational Organization15%
    Financial Services Firm10%
    Manufacturing Company8%
    Company Size
    REVIEWERS
    Small Business39%
    Midsize Enterprise6%
    Large Enterprise55%
    VISITORS READING REVIEWS
    Small Business23%
    Midsize Enterprise14%
    Large Enterprise63%
    REVIEWERS
    Small Business31%
    Midsize Enterprise28%
    Large Enterprise41%
    VISITORS READING REVIEWS
    Small Business18%
    Midsize Enterprise25%
    Large Enterprise56%
    Buyer's Guide
    CRM
    March 2024
    Find out what your peers are saying about monday.com, Microsoft, Salesforce and others in CRM. Updated: March 2024.
    765,234 professionals have used our research since 2012.

    Oracle CRM is ranked 7th in CRM with 31 reviews while Salesforce Service Cloud is ranked 2nd in CRM Customer Engagement Centers with 38 reviews. Oracle CRM is rated 7.8, while Salesforce Service Cloud is rated 8.6. The top reviewer of Oracle CRM writes "The solution is easy to deploy, scalable, and stable". On the other hand, the top reviewer of Salesforce Service Cloud writes "High scalability with good plugins and excellent customer visibility". Oracle CRM is most compared with Siebel CRM, SAP CRM, Microsoft Dynamics CRM, Amdocs CRM and Salesforce Sales Cloud, whereas Salesforce Service Cloud is most compared with ServiceNow, Microsoft Dynamics CRM, Vlocity, JIRA Service Management and BSI.

    We monitor all CRM reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.