Likelihood to Recommend I would say the greatest strength of Kustomer is its flexibility. In the hands of a skilled admin, it can be adapted to tons and tons of different use cases. I've been able to make custom displays for different groups of agents, produce complex cross sections of users, draw interesting data relationships combining marketing contacts and customer-initiated contacts. For example, there's really no other data source in our company which could tell you which users received a specific promo code and checked out with it, received their delivery within 14 days and then can related that to the number of times they contacted us about using our product. At the intersection of communication, marketing, data, and relationship-management, Kustomer shines at the center. I would say it falls short when you are trying to coordinate multiple "side conversations" with multiple sources to resolve an issue. This is a tough task for any type of platform, but if you're maintaining 3 different email chains with a 3PL partner, the customer, and a separate internal conversation, it would be confusing anyway!
Read full review We are a publicly-traded healthcare company with over 50000 full-time and part-time employees. We also currently have about 15000 contingent workers in our workforce. Oracle Cloud ERP is very well suited for an enterprise our size. Our financial department relies heavily on Oracle cloud ERP for daily business functions like procurement, supply chain, accounts reconciliation, ledgers, payables, receivables, and supply chain logistics. The executive team uses this system for project management and our risk assessment and management department for Compliance, risk management portfolio.
Read full review Pros All customer data (past orders, communication with customer service, rewards account data) is in one place. This helps agents avoid confusion and reduces the number of tabs they need to open. The Knowledge Base (or K Base) is very helpful. Any time we roll out a new policy or have a limited-time promotion, we can add all the relevant information and worksheets there for the convenience of the agents. That way they can stay in a chat while looking up the answer to a question. We can seamlessly move from chat into email if the customer leaves or the queue times are too long. All the interactions will stay on the customer profile page, so they are kept up to date. Read full review I no longer need VPN to login into the ERP cloud system. I no longer need Java app required for form based application. Data uploading feature using excel was highly required as it makes user life easy. The application is self explanatory and easy to use. Read full review Cons Small chat window--maybe the ability to chat in real-time with the person who received your ticket would help. Different teams could have differently colored notes. The notification bell could be a bit bigger. It's hard to keep track sometimes, when a lot of notes pile on. Read full review Wide localization process. Automated (without a human) business operations, better rpa solutions, scanning, mobile app, etc Central systems for the company re using more than one erp systems. Better reporting tools Developer source also not such enough maybe to support them in each (in their market) countries. Price policy also Read full review Likelihood to Renew I believe at this time, Kustomer is doing a good job. I really love its functionality at the moment.
Read full review Oracle ERP cloud is a significant investment for our company. It will be an ongoing software cost and there's no looking back on that. Our users have become very accustomed to this tool that it is not practically feasible to rip them off from this system. So yes we will continue to renew the subscription going forward.
Read full review Usability There is a learning curve, but it is more than worth it, especially to have a dedicated resource pointed at Kustomer and any other software it interacts with. The basic implementation is useful, and powerful - certainly a MASSIVE upgrade over taking care of your customers in an email inbox or shuffling between multiple windows and applications! It is also set up really well to grow and reconfigure with your business. I'm a big fan.
Read full review Because as I said before, there are some good and some bad things. But good things seem to be more than the bad, and the bad things I personally think are going to be solved quickly, maybe with some patches over time.
Read full review Reliability and Availability I gave it a 10 rating because it is very helpful and the availability is there when needed. I have never had issues with application errors or unplanned outages so far.
Read full review The application is used by big banks like HSBC is a testament to its reliability. I did not hear or experience any outages.Oracle is in the hosting business since long. In its previous avatar, it used to be called as Oracle on demand. So oracle has enough experience and expertise in hosting and managing customers applications in their datacenters. Oracle is the only major company which has platform as a service, database as a service and software as a service product offerings on the cloud.Hence customers can rely on Oracle as many major fortune 500 companies do.
Read full review Performance Kustomer Performances need improvement. The pages do load very slowly but that might be because of the information they carry. If Kustomer integrates with other software or systems it does slow the performance. They need to find a solution to this.
Read full review Cloud performance is something that they need to improve. Also it is not consistent. Sometimes for some users it is slow while for others it is fast. This is frustrating for users especially when they are in the middle of what they are doing. We communicated this to Oracle and they suggested to submit request for environment re-sizing. But again this we think should be a proactive effort from Oracle rather than relying on customers to reach out. This is something Oracle definitely needs to work on.
Read full review Support Rating I did not reach out to Kustomer support when we had an issue. Still, whenever we provide feedback to our manager regarding what can improve based on our experience using Kustomer, our manager always comments that Kustomer support always replies with some positive feedback based on our suggestions.
Read full review Support is always providing step by step details to resolve any issue we encounter. If the issue is currently not a functionality or feature of the application they are supportive in offering guidance on submitting an enhancement request. Currently there is an enhancement that will be rolled out by Oracle that was designed for our organization.
Read full review In-Person Training Because they are very hands-on in training us and very approachable
Read full review The inperson trainings from Oracle University are effective. The trainers have vast experience and teached thousands of students. In person training will make people sit in a class and do the exercises. One can also learn from other students, who come with different background, industry etc. In person training will be an immersive experience and helps learn more in a short period of time.
Read full review Online Training The best training I did was online. Videos teach as well as explain how everything works and what Kustomer's functions are.
Read full review We bought online training subscription from Oracle University. The subscription allowed our team to learn the nuts and bolts of the application.The subscription model helps access to all the modules as opposed to buying training for one module. We also leveraged guided learning subscription from Oracle. Guided learning is a state of the art learning application from Oracle. It resides within the application and guides the users on each and every step. This is learning by doing and is very effective. Once you buy guided learning, oracle keeps updating it with the release of new functionality in the quarterly upgrades.
Read full review Implementation Rating Nothing really because it is easy to use. After an hour of using it, we're already getting the hang of it.
Read full review Try to use the system as true to generic form as possible and cut over quickly. Parallel implementation is not recommended. If the numbers are accurate and materially similar to prior period - cut over. A small accounting adjustment is much better than millions in project overruns or dual system maintenance.
Read full review Alternatives Considered Apps like Intercom,
Zendesk , and Gorgios all treat customer inquiries as tickets, just tracking that one issue or interaction with a customer. Kustomer treats each customer as an individual, which allows us to provide top-notch customer service. Customers love that we're able to be more conversational and informal, while still solving their issues quickly. It also helps us build relationships with customers and increases repeat orders.
Read full review Oracle ERP Cloud is very powerful in giving us reliable financial management analysis that helps us run our business and makes sure our business is growing and developing each and [every] day. The support team from this tool is very useful, reliable[,] and supportive 24/7.
Read full review Scalability Because customer is flexible and scalable
Read full review Orcle ERP Cloud transformed and stabilized in this past 2 years since it was implemented. We have past the auditor reviews and 24 month end closes and 8 quarter closes and 2 FY closes. Above all we do have SEC reporting with all this data. Having said that our ERP subscription is a worthy investment and highly reliable source of information for our organization's needs
Read full review Return on Investment We’re getting so much positive feedback — which is not something you traditionally associate with a customer care team — because we’re making it effortless for customers to deliver both positive and negative feedback, and we can now resolve the bad feedback really really quickly. Primarily from our increased efficiency with Kustomer, we’ve seen a significant reduction of $3 to $4 for every cost per contact. Read full review A tool that has made us able to get much ROI by the bank account integration, management of cash, and controlling business unit. Project management is made easy with its module and tracking with the exact time and issuance makes it more convenient and compatible for the return. Automation in pay and expenses improve the company’s visibility in the market. Read full review ScreenShots Oracle Fusion Cloud ERP Screenshots