Overview
What is Oracle Siebel CRM?
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.
Limitless Customization/Integration Capabilities - This is Oracle Siebel CRM
Oracle Siebel Enterprise Marketing Suite Review
Best CRM software package
Why Oracle Siebel CRM is here to stay for a long time
Developer perspective
Struggling old champion of CRM
Siebel CRM Review
Best On-Premise CRM
It has all the tools you need
Review from a UI/UX Centric OpenUI Developer
Oracle Siebel? Why not?!
Oracle Siebel CRM Review
Is it time for Oracle to retire Siebel CRM?
Oracle Siebel is dead: just needs to be gone
Oracle CRM (Siebel) is being used throughout our organization for several reasons. The main use of the tool is so that our Branches and …
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Popular Features
- Custom fields (17)10.0100%
- Customer data management / contact management (18)9.090%
- Workflow management (18)9.090%
- Opportunity management (17)9.090%
Pricing
What is Oracle Siebel CRM?
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.
Entry-level set up fee?
- No setup fee
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
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What is Microsoft Dynamics 365?
Microsoft Dynamics 365 is a CRM providing sales, marketing, and service functionality. It is offered as SaaS and on-premise. Dynamics 365 is part of the larger Dynamics suite of business intelligence and ERP products.
Features
Sales Force Automation
This is the technique of using software to automate certain sales-related tasks.
- 9Customer data management / contact management(18) Ratings
The software acts as a single source for all customer data and enables users to access that data efficiently.
- 9Workflow management(18) Ratings
The software helps automate parts of the sales process, such as sending emails, updating contact records, and following approval processes.
- 9Territory management(14) Ratings
Users can defines salesperson territories based on customer or market characteristics.
- 9Opportunity management(17) Ratings
Users can track deals and create quotes.
- 6Integration with email client (e.g., Outlook or Gmail)(13) Ratings
Users can perform tasks within their inbox, such as logging emails, creating contacts, and creating events.
- 9.4Contract management(13) Ratings
Users can manage contracts, with features such as digital signatures, automated alerts, invoicing, and automated workflow for contract review and approvals.
- 8.7Quote & order management(12) Ratings
Users can create, process and fulfill price quotations and sales transactions.
- 10Interaction tracking(14) Ratings
Users can log and track all customer interactions through any channel, including social, email, phone and in-person.
- 9.4Channel / partner relationship management(10) Ratings
The software allows for sales, territory, lead, order and account management for partners or OEM relationships.
Customer Service & Support
This component of CRM software automates help desk, call center and field service management.
- 8.7Case management(16) Ratings
This includes incident/ticket creation, routing, escalation, and resolution.
- 10Call center management(14) Ratings
This includes features such as call routing, recording and monitoring; call list management; autodialing; and scripting.
- 8.7Help desk management(12) Ratings
This includes trouble ticketing, knowledge base, self-service, and service level agreement (SLA) management.
Marketing Automation
This component of CRM software helps to automate and scale marketing tasks and the subsequent analysis of those efforts.
- 8.9Lead management(11) Ratings
This includes lead generation, scoring, qualification, routing, and nurturing.
- 7Email marketing(13) Ratings
This involves the ability to send mass email to groups of people based on particular qualifications.
CRM Project Management
This component of CRM software helps users initiate, plan, collaborate on, execute, track, and close projects.
- 8.7Task management(13) Ratings
This includes the ability to plan, track, collaborate and report on tasks.
- 8.4Billing and invoicing management(9) Ratings
This includes automated invoice creation and billing.
- 8.4Reporting(13) Ratings
Software provides a broad range of standard and the ability to build custom reports.
CRM Reporting & Analytics
Reporting and analytics in CRM software includes sales forecasting, pipeline analysis, and automated dashboards.
- 8Forecasting(12) Ratings
The software helps users accurately forecast sales based on volume and conversion metrics.
- 7Pipeline visualization(13) Ratings
Users can visualize the entire sales pipeline to identify trends, determine the effectiveness of the sales funnel, and optimize.
- 7Customizable reports(15) Ratings
Users can create reports and dashboards unique to their needs.
Customization
This addresses a company’s ability to configure the software to fit its specific use case and workflow.
- 10Custom fields(17) Ratings
Users can create custom fields to store additional information on standard and custom objects.
- 10Custom objects(17) Ratings
Users can create custom record types that allow them to store information unique to their organization, and link them to standard and other custom objects.
- 8.2Scripting environment(14) Ratings
Technical users can write, run, and test scripts that automate common tasks or business rules via a standard or vendor custom programming language.
- 10API for custom integration(15) Ratings
An API (application programming interface) provides a standard programming interface for connecting third-party systems to the software for data creation, access, updating and/or deletion.
Security
This component helps a company minimize the security risks by controlling access to the software and its data, and encouraging best practices among users.
- 10Single sign-on capability(15) Ratings
The software system supports a centralized authentication mechanism allowing the user to access multiple systems with a single, centrally managed password.
- 10Role-based user permissions(15) Ratings
Permissions to perform actions or access or modify data are assigned to roles, which are then assigned to users, reducing complexity of administration.
Social CRM
This component of CRM software helps companies leverage social media in engaging with customers.
- 6.8Social data(9) Ratings
The software can integrate data and conversation histories from customers’ social profiles. This may also involve enhanced listening features such as sentiment tracking.
- 6.8Social engagement(9) Ratings
The software can facilitate and track engagement with customers via social channels.
Integrations with 3rd-party Software
This involves the CRM software’s ability to integrate with other systems, whether external or homegrown.
- 10Marketing automation(12) Ratings
The software can integrate with marketing automation software such as Eloqua, Marketo or Pardot.
- 10Compensation management(8) Ratings
The software can integrate with compensation management software or sales commission software such as Xactly Incent or IBM’s Varicent.
Platform
- 5Mobile access(11) Ratings
Users can access the CRM system via mobile or tablet device, and potentially leverage the unique capabilities of mobile devices, such as GPS and voice.
Product Details
- About
- Tech Details
- FAQs
What is Oracle Siebel CRM?
Oracle Siebel CRM Technical Details
Operating Systems | Unspecified |
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Mobile Application | No |
Frequently Asked Questions
Comparisons
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Reviews and Ratings
(112)Attribute Ratings
Reviews
(1-21 of 21)Oracle Siebel CRM Still Useful
- Quote Management
- Order Referencing
- Easy UI
- Outdated UI
- Prone to computer bugs
- Not as detailed as other sales CRMs
- Siebel is really helpful when it comes to managing customer data it's like you can have billions of customers' details in one place and get it with just a single click.
- Having too many options to serve customers when it comes to Complaint handling and escalations from them.
- The security feature is amazing. There is no need to worry about leakage of confidential data.
- Sometime it start performing slow while fetching data.
- Interface is little hard for beginners.
Oracle Siebel Enterprise Marketing Suite Review
- Enhances the workflow
- Provide personalization
- Availability
- Offers solution strategies
- Catch up with innovations
- Provide more practices
No dislikes for this software at all!
Best CRM software package
- Just install the application and use the feature out of the box.
- Good features for all vertical components.
- Easy to integrate with call center vendors.
- Applet Designer for IP 18 needs a lot of improvement.
- Siebel eService GUI is a bit out of date.
- Training and documents should be available online like Salesforce.
Why Oracle Siebel CRM is here to stay for a long time
The application has several modules:
Regulatory Profile, Inspection, Compliance, Investigation, Incident etc.
Regulatory Profile includes Entities, Individuals, Systems, Properties, Components.
- Great data model: the out of the box version comes with standard objects that support most of the industries business models
- 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
- UI is clear and practical, but lacks some of the fancy features found on today's websites
- Upgrades can be a challenge if the application has been heavily customized
- Some functionalities may not be available if using Siebel Remote
Developer perspective
- Configuration - Allows for fine-tuning of the functions according to business needs without going too far into customization.
- Reasonably user-friendly and intuitive interface.
- Integration - Allows to integrate it with various in house solutions and other platforms.
- Reasonable transaction reporting functionality using BIP.
- Improve configurable popup error messages functionality using/on server components.
- Allow docking functionality to be configured by developers instead of expert services by providing adequate configuration options and validation.
Struggling old champion of CRM
- Siebel data model.
- Packaged best practices of business processes.
- Flexible enough to customize to specific needs/business processes of clients.
- Siebel Open UI lacks detailed documentation and examples. The steep learning curve for traditional Siebel developers and difficult even for javascript developers.
- Slowness or lack of catching up with the latest trends and technologies.
Siebel CRM Review
- Siebel clearly separates the data layer, from the business layer, application, and web.
- The navigation and relationship between entities is clear and easy to configure, but it can be improved.
- Siebel CRM as a product is robust, reliable, and easy to configure. The architecture is solid and scalable.
- Components can be added on demand.
- 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...
Best On-Premise CRM
- Stable and robust application.
- Supports business process automation.
- Best data model.
- Latest UX design.
- Expose application to the mobile platform.
- More service-oriented options.
It has all the tools you need
- Excellent scalability to support a large number of users.
- Very stable.
- Responsive engineering team.
- Excellent performance.
- Improve migration process.
- Update training material to reflect newer versions of Siebel.
Review from a UI/UX Centric OpenUI Developer
It is used to process donations, store records of checks, match accounts with data quality (3rd party system integrated with Siebel), send notifications to employees and donors, and much more. It handles a lot of business problems regarding those areas.
- It is stable, and the system Siebel replaced was not very stable.
- It keeps getting changes with upgrades, so there is an improvement in user experience (mobile responsive, etc.)
- It provides a base of understanding that a homegrown system wouldn't have, how Siebel contractors can come onboard knowing generally what it does, except for our customizations
- Lack of documentation for developers -- it feels like almost nothing in the grand scheme of things, especially around OpenUI. Sure there are some things on bookshelf, but that's all it is, some. It's not in depth--there are hardly any examples and I generally get answers outside of bookshelf.
- Support isn't so good, I'd sooner try to solve the problem with many workarounds than put a support ticket in that might go into the abyss and never get resolved.
- The user interface is lacking for our version. Granted, we are at least four years behind and have no mobile responsiveness (we had to build that ourselves) but I've seen the newer version and there need to be more intuitive user interface patterns in general
- Sometimes there are weird quirks in customizations that should work in theory, but don't.
Oracle Siebel? Why not?!
- Seamless customer communication
- Easy access to account history and pertinent information
- Training materials provided and is easily implemented
- Sales analytics and data
- Overall sales
- I would have to say that there have been times when a customer's information has vanished, it can be chalked up to a technical error but, when in business, it can be detrimental for future or potential customers, or business partners.
- My biggest issue as with some other CRMS is what I call the "slug crawl." It is certainly an issue anytime a program isn't running properly. A sluggish program is no exception. The last thing you want to deal with is a program that refuses to load and or runs slowly, then everything becomes the dreaded waiting game, where more often than not, no-one wins, especially not the business.
Oracle Siebel CRM Review
- Using Siebel as a CRM is nice in that it allows for a wide variety of information to be stored in one place. The search features also work well.
- The functionality of the software was excellent in terms of a customer CRM tool. Information was well organized and the software served it's purpose for the sales and planning teams.
- It is automatically connected to your customer's telephone and helps us in analyzing their profile when we talk to them
- It has server issues and also slowness. It even slows down your entire system. Maybe we need to explore other options to better scale the software.
- It would be nice if Oracle provided more material that was accessible for training.
- There is a lag in some of the larger reports. It can take over 30 minutes to run, or they don't run correctly at all. Again, this might go back to the issue of scale.
Is it time for Oracle to retire Siebel CRM?
- Doesn't require extensive training to get started. Unlike other CRMs (Oracle Fusion CRM), you wouldn't need to invest heavily in getting the users trained.
- The user interface is more or less tolerable if not great.
- Integration capability is better than most other competitors.
- Oracle's customer support team for Siebel is absolutely unreliable. On multiple instances, we have ended up realizing that we as an implementer and client know the product better than the Oracle folks who are supposed to provide the solutions.
- Very poor reporting capabilities. If you're looking for good dashboards and deep analytics, the Siebel CRM is not for you.
- Although the UI is not bad, it looks and feels outdated as compared to other CRMs like Salesforce.
- Relies on age old technologies
Oracle Siebel is dead: just needs to be gone
Oracle CRM (Siebel) is being used throughout our organization for several reasons. The main use of the tool is so that our Branches and Service Center locations can manage our customer's profile, by Opportunity management (Sales), Activities for follow-ups, notifications and service requirements. We also use service requests for account negotiations, Wire/Check requests and technical support issues.
We have built an email portal to allow branch and service center associates to send email and correspondence communications to our clients as requested. Campaign is used to deliver call lists as a sales strategy.
- The ability to customize the tool
- The sheer magnitude of what can be done with the tool
- On premise so servers must be maintained
- Very heavy on the technical side
- Out of box functionality isn't enough, you really need to customize the tool.
The biggest issue with Siebel is that it isn't super user friendly, It is really heavy in technology and we have a team of over 20 people to support the tool. Because the out of box functionality did not meet our needs, we have had to customize the tool quite a bit. This leads to longer release changes. Although there is GUI now, we would have to make several updates with a java developer to get the tool to act as user friendly as possible.
Moreover, the performance in the tool is terrible. This is probably due to several factors including the customization, but if we had something that was cloud based, that could meet the ever changing business strategies on the fly with an easy interface, I believe our users would be a lot more willing to use the tool.
CRM does have its purpose though and it works for us to build the customer's profile, work account negotiation service requests and make sales calls.
Robust Oracle Siebel CRM
- It offers multiple integration options to make things easy for the end user.
- Customer support of Oracle Siebel offers 24/7 coverage including software updates.
- Oracle Siebel allows you to integrate other options (Outlook for example) for the ease of being able to handle multiple task directly from the CRM.
- Easy to learn!
- Siebel’s remote module needs to be revised to become more effective to use outside a desktop application.
- At times the customizations can create an issue and the end user is not truly aware of what they are changing/creating.
- Oracle Siebel CRM is not as widely known/used as other CRM tools such as Salesforce. If you have an issue you might have to spend time with customer support to resolve it. Whereas the user community with Salesforce is large, there is a lot of help out there, from developers, user forums and blogs.
Oracle Siebel CRM is very well suited for the verticals such as Consumer Goods, Industrial Manufacturing, Communications, Financial Services, Healthcare and Technology. It may not be suited for smaller enterprises who are just looking for customer contact and sales type of application.
Good CRM system for median and big business company
- Very nice integration with Oracle database
- Easily to build or coding oracle siebel CRM with both Java and .net
- Great APIs provided by oracle siebel CRM
- UI is not easily to use
- Too many functions on the UI.
Oracle Siebel CRM - A Marketing Analyst's perspective
- End user ease of use is an asset of Siebel CRM. I train end users how to navigate and enter information into the system and it's not difficult for even the technology challenged people.
- The ability to web introduce our in house MRM system within the Siebel CRM view makes it a one stop shop for data entry for our marketing professionals. Not having to navigate to multiple tools is a huge asset.
- Analytic capabilities has made Siebel CRM an important tool for our management team to be able to quickly and easily see the stats of their team's work.
- Customization thresholds hinder some opportunities for us to make the tool even more efficient for us.
- Analytic capabilities, while very useful, are not as powerful as another tool we have used to incorporate strong reports.
- The look and feel of the tool appears outdated to me.
Oracle Siebel is the leading CRM solution in the business market with its flawless features
- The Accounts module provides maintenance for all information related to accounts applicable to different firms which are linked to organization. Outstanding features are provided for creating or terminating any account.
- Reporting features are pretty convenient to use in order to create and manage track reports for any customer of the company/organization. Further, these could be used for marketing strategies and analysis of the business needs. This module helps an organization to maintain a consistent reporting process which provides a feature that is very convenient and easily accessible.
- It has nice shortcut keys for easy and fast access.
- Oracle Siebel requires a very high level of training and understanding in order to extract the full potential from its system in terms of configuration and implementation.
- The processing time is not very fast and there is scope of improvement in it.
- A huge amount is needed to build up the infrastructure which is directly proportional to the size of the organization implementing it.
The problem it addressed in each instance was having a single place to manage correspondence, activity history, deliverables, quotes/purchasing information, and resource involvement from our side.
- Customizability of views. If I had the right query string, I could basically create a "view" or "query" to gather exactly the type of information I needed with specific criteria. In our organization, we would trade query strings back and forth with each other to create the types of views we needed. I like the compact representation.
- Minimal interface. There's not too much bloat, with no added social media features and all that other crap that's becoming an unnecessary part of every other product out there.
- Easy to pick up. My company's internal training did a good job of teaching us how to use Siebel CRM. It didn't take days of training, either. Pretty intuitive.
- Dated interface. It looks like something out of the early 2000s. No concept of things like tabs and floating non-modal dialogs.
- Slow performance. No matter whether I was onsite or remotely using through VPN, Siebel CRM was SLOW. Our current system with Salesforce is much faster.
- Incompatibility with other browsers. For some reason, the application required IE 8.0 only, and would not work on any other browser, including newer versions of IE.
- Searchability. I mentioned in the positives that it was easy to customize queries. That's only if you know what to write in a query. If you don't know what to look for, there is no all-encompassing search, and it's very unintuitive to create the right query for what you're looking for. I mostly asked power users to send me their pre-built queries, which allowed me to be more productive.
11 years of SiebelCRM observation
We are using Siebel CRM for our Diagnostics Division for the past 12 years and I joined in this team around 7 years ago. Currently we are using Siebel CRM for complaint management(Service), Order Processing(Sales) and for Integration with SAP. Previously I worked for several CRM projects in the Automotive, Consumer Goods & HI-Tech industry.
Since I started my career as Siebel Developer, I am a big fan of Siebel CRM even though I am aware of other leading CRM technologies in the market. Siebel CRM was doing very good and very supportive until it was acquired by Oracle in 2006. From 2012 onwards, I haven’t seen pro-active response / active support of Siebel from Oracle Support. Especially now Oracle is not supporting Siebel-SAP connector and not giving proper responses on Siebel Remote module.
Open UI release is a good thought, but many improvements to Open UI are needed. Apart form all these issues, I still believe Siebel CRM is a great enterprise CRM solution and it’s very easy to train users on this technology.
After working 11 years for Siebel CRM projects, I would recommend the improvements below in order to be a leader in the CRM market:
- Improve the Siebel Open UI's performance, look and feel.
- Improve Siebel Support team on MyOracleSupport.
- Release an effective MOBILE APP for tablets and smart phone as Siebel Remote module is very out dated for field service purposes.
- Great enterprise CRM solution
- Easy to train users on this technology
- Nice look and feel of the UI
- Improve Siebel Open UI Performance , look & Feel.
- Improve Siebel Support team on MyOracleSupport
- Release an effective MOBILE APP for tablets & smart phone as Siebel Remote module is very out dated for Field Service.