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Oracle Siebel CRM

Score7.9 out of 10

109 Reviews and Ratings

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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.

Categories & Use Cases

Key Features

Learn about the best (and worst!) features Oracle Siebel CRM has to offer, as determined by TrustRadius' reviewers.
Based on 109 ratings of Oracle Siebel CRM's features
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Top Performing Features

  • Workflow management

    The software helps automate parts of the sales process, such as sending emails, updating contact records, and following approval processes.

    Category average: 8.2

  • Call center management

    This includes features such as call routing, recording and monitoring; call list management; autodialing; and scripting.

    Category average: 7.8

  • API for custom integration

    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.

    Category average: 8.1

Areas for Improvement

  • Customizable reports

    Users can create reports and dashboards unique to their needs.

    Category average: 8.1

  • Scripting environment

    Technical users can write, run, and test scripts that automate common tasks or business rules via a standard or vendor custom programming language.

    Category average: 7.5

  • Forecasting

    The software helps users accurately forecast sales based on volume and conversion metrics.

    Category average: 7.9

Reviews

What users are saying about Oracle Siebel CRM.
View all reviews

Change but Definitely effective.

Incentivized
Verified User
Manager in Marketing (11-50 employees employees)

Use Cases and Deployment Scope

to review surveys and also track leads ans responses. It also helps to outline customer inquiries, complaints, and service requests

Pros

  • helps teams operate in a structured, data-driven, enterprise-scale.
  • Helps sales managers monitor progress and identify bottlenecks
  • Detailed tracking of each deal:
  • Decision makers
  • Competitors
  • Deal value
  • Probability of closing

Cons

  • User Interface (UI) Feels Outdated and Clunky
  • Pages can look crowded with too many fields

Return on Investment

  • More deals closed due to better visibility into opportunities
  • Leadership can plan staffing, inventory, and budgets more accurately
  • Heavy Data entry makes reps spend more time on admin work than selling

Usability

Alternatives Considered

Formstack for Salesforce

Other Software Used

Salesforce Agentforce Consumer Goods, Oracle Analytics, ADP DataCloud

Why Oracle Siebel CRM is here to stay for a long time

Incentivized
Verified User
Consultant in Information Technology (10,001+ employees employees)

Use Cases and Deployment Scope

Oracle Siebel CRM is used to replace multiple legacy applications used by the ministry. When implemented it will become the main tool for the day to day activities of the ministry. Its is based on Siebel Public Sector application. The application has several modules: Regulatory Profile, Inspection, Compliance, Investigation, Incident etc. Regulatory Profile includes Entities, Individuals, Systems, Properties, Components.

After the first implementation, it has now be extended to several new ministries.

Pros

  • 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.

Cons

  • 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
  • Siebel CRM works great for internal applications, however the development of external portals for customer access requires way more work either to provide a modern customer experience using existing Siebel portals (eService, Partner portal,...) or to integrate with external website products.

Return on Investment

  • Very positive impact: replacing multiple silo applications based on outdated technology
  • Provide data integrity by eliminating redundancy and the use of audit trails
  • Improves safety of users on the field: use of tracking tool and providing list of hazards
  • Thanks to the multi-org feature of the Siebel CRM, after a first successful implementation we were able to package the solution and offer it to multiple other customers, with minimum changes.

Usability

Other Software Used

Atlassian Jira, Atlassian Confluence, Figma

Oracle Siebel CRM Still Useful

Incentivized
Anne KlostermanView profile
Software Maintanence Renewals Territory Representative in Sales at Quest Software (1001-5000 employees employees)

Use Cases and Deployment Scope

It was our former CRM system we used before Salesforce Classic CRM was implemented. We keep Oracle Siebel CRM available for reference purposes, but it's no longer being maintained or updated. Now, our organization uses Salesforce Lightning Platform. It's nowhere near as easy and efficient to use as Oracle Siebel CRM is.

Pros

  • Quote Management
  • Order Referencing
  • Easy UI

Cons

  • Outdated UI
  • Prone to computer bugs
  • Not as detailed as other sales CRMs

Return on Investment

  • It still is a great reference tool even though it's no longer our main Sales CRM tool.
  • Not having integration between Oracle Siebel CRM and Salesforce Lightning makes it harder to find older information.
  • When Oracle Siebel CRM was one of our main Sales CRM tools, it had a lot of glitches and errors which created more frustration and downtime.

Usability

Limitless Customization/Integration Capabilities - This is Oracle Siebel CRM

Incentivized
Zulshumail-Ain Bin PervezView profile
Training & Development Executive in Human Resources at IBEX | Global Pakistan (1001-5000 employees employees)

Use Cases and Deployment Scope

Siebel is like a backbone to our organization, having the endless capacity for integration. When it comes to managing customer data or catering to any service requestor, Oracle Siebel never disappoints us; it has a pretty impressive interface and security.

Pros

  • 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.

Cons

  • Sometime it start performing slow while fetching data.
  • Interface is little hard for beginners.

Return on Investment

  • Retention of customer is increased impressively.
  • The integration is amazing as we can have multiple integration without hassle.
  • It can be deployed both on-premises and in the cloud. Also, it has a user-friendly interface once you get your hands on it.

Alternatives Considered

SAP CRM

Other Software Used

SAP Access Control, Jira Service Management (Jira Service Desk), Workbooks

Oracle Siebel Enterprise Marketing Suite Review

Alexis Blanco
Case Advocate in Customer Service at Community Tax (501-1000 employees employees)

Use Cases and Deployment Scope

Oracle was implemented for us by being able to use a completely new interface that allows the optimization and grade A performance that enhanced our work flow throughout all the complex situations that we have encountered. The best thing about the software was the personalization that truly made the experience different from all the rest.

Pros

  • Enhances the workflow
  • Provide personalization
  • Availability
  • Offers solution strategies

Cons

  • Catch up with innovations
  • Provide more practices

Return on Investment

  • Improved sales
  • Increase in opportunity for marketing
  • Allowed partnership relationship

Alternatives Considered

IRIS CRM

Other Software Used

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics), SAP Access Control, Google Analytics

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