An enterprise grade CRM solution featuring customization and integration capabilities, and an open architecture for a personalized user experience. It can be deployed either on-premises or in the cloud.
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Zoho Desk
Score8.3 out of 10
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Zoho Support is a Saas help desk / ticketing system aimed at SMBs. I competes most often with Zendesk, and Desk.com.
As an end user, I would not recommend this solution for enterprise deployment. Lack of support for modern browsers, slow performance, and poor searchability - these things set Siebel CRM in the rear of the pack. There was no great mobile solution either, so that can be bothersome especially for road warriors like myself.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Zoho Desk is a great customer service tool. It is very easy to track the ability to receive tickets and send responses in Zoho Desk. There are lots of options for customization. The knowledge base feature is very extensive and powerful. It makes creating internal and external FAQs easy.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Great data model: the out of the box version comes with standard objects that support most of the industries business models: Finance, Communications, Utilities, Public Sector, Life Sciences to name a few.
Ease of implementation: implementation is done by configuring standard objects or creating new objects; additional level of customization via script is also possible.
Lots of resources available on the product
Supported by Oracle one of the world leader in IT
Multiple developers can configure and test concurrently in their own workspace and then merge the result in the main application.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Migrations between environments is one area that could be improved, with tools to compare and move data elements (source vs target).
Easier ways to identify, through email or a web page, the health of the overall system (components, marketing campaigns, tasks, servers, etc).
The UI seems to be improved with the newer versions of Siebel, but I believe it requires a lot of new features. It seems that other CRM solutions that are cloud-based are putting a lot of emphasis on the Usability and presentation, things where Siebel may need to catch up...
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
The biggest drawback that I am facing while using the platform is that their ticketing system is not that great [in my opinion]. It does not give us the option to add sales tax and other charges in the invoices which leads to a big problem for us.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Oracle Siebel CRM is an older Sales CRM, so many of it's features aren't as current as ones used today. However, it has a smoother and easy-to-use UI. We're glad that we can still access Oracle Siebel CRM because it's easier to find older information that we can't easily find in our Salesforce Lightning CRM tool.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
I give [Zoho Desk] [an] overall usability score of 9. This is partly due to the search functionality needs improvement. There are several times where I am left unable to find a ticket and have to generate a new one. I am hoping in the future that they will make some changes!
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
We no longer have support for our Oracle Siebel CRM. When we did, the support was slow to get some things fixed, therefore, there was a lot of downtime. Of course, this slowed down our overall productivity and increased our overall frustration with the tool. However, it would be nice if we still had some support with it since we still do access it from time to time.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
As Zoho Support is based in a different timezone to ours it can be an issue that we cannot get an immediate response to an issue. But I will say that once their Support is in the office they are fairly good to respond. they have resolved almost all issues I have told them about, but Zoho have also made system changes and not communicated these beforehand which means we are faced with something new and cannot get support on this until their support team is in the office
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
We also connect to Oracle Business Intelligence, which is not even an option of the list of products above (that's always encouraging when products are missing from lists!) This connects to campaigns in Siebel along with users writing reports based on data from Siebel. I don't think OBIEE stacks up that great with other systems because it seems to be lacking in reports, and those who can make them have to be quite technical. Oracle Database I think stacks up because of how robust and speedy (at times) it can be
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
We selected Zoho Desk as we needed a platform that was going to allow the business to grow through both usage and staffing numbers. We wanted something cost-effective but still offered standard features in an effective cloud-delivered solution but would still allow customization by our internal dev team, to derive better value from the service where it natively didn't do what we needed it to. FreeAgent was okay for a while, but Zoho Desk has allowed a vast improvement in our service offering to end customers.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
This has all my company needs for sales analytic. It has helped our call center and the sales portal become more lean and require less resources for their day-to-day.
We use its research and direct email capabilities and use it to target specific groups of potential clients. We have seen an improvement of nearly 20%.
We have clients who have used a few modules like bill summary, campaign management and customer information. Oracle Siebel CRM has helped them reap ROI within a year from going live.
Zoho Desk has created an organised sytem of support which alows me to help my customers more efficiently.
By saving resolutions as articles, Zoho Desk has provided a training resource for current customers and support staff as part of solving problems.
All new customers become part of a database of customers who continue to receive support and education from forums created by the articles and customer questions.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
