Oracle CRM best suited for SME
August 11, 2017
Oracle CRM best suited for SME
Score 7 out of 10
Vetted Review
Verified User
Overall Satisfaction with Oracle CRM
Oracle CRM is being used by our client which mainly deals with fire fighting equipment. This equipment needs installation to the customer locations. Also, based on the contracts agreed upon, they need further servicing and replacement. CRM helps to prepare the quote and convert the quote in to an order. It has strong customer data integration capabilities. Our client also use the E-Billing facilities to prepare bills for their clients.
Since the underlying ERP is Oracle R12 EBiz platform, it helps in smoother integration of customer and orders data with the EBiz environment.
Since the underlying ERP is Oracle R12 EBiz platform, it helps in smoother integration of customer and orders data with the EBiz environment.
- Real time searches within the application are pretty quick as compared to the other widely used CRM tools.
- One challenges with any CRM tool is data segregation and mapping. Oracle CRM inbuilt features helps in merging accounts and contacts which are repetitive in nature.
- Deployment of changes and customization are easy for the administrators of Oracle CRM. Once changes are made and the end user acceptance testing is approved, the changes can be easily migrated to production system.
- Oracle Reporting Engine is quite robust enough to handle any complex reporting requirement.
- From reporting standpoint, running and executing complex reports are time consuming and have some impact on the performance of the application.
- Some of the intuitive features which are present in a CRM like Salesforce are missing. Some of these features include Mobile Apps Integrations, Multiple Layout Views, etc.
- Mass deletion of data needs to be handled from the backend using webservices.
- Oracle CRM have helped the Sales & Marketing personal have the information of the customer at their finger tips. This helps them interact with the customer with confidence and provide input to them quickly.
- Oracle CRM reporting along with pattern matching have helped the Marketing personnel sell products to the customer based on customer's prior purchasing pattern. This has helped our client with additional revenue.
- The Oracle CRM outstanding dues reports helps the concerned person flag off the customer or follow up with them using Dunning Methods, and thus helps client on revenue losses by not dealing with customers who have bad credit history.
The requirement of the client was not complex enough [for Salesforce] and could be achieved using the Oracle CRM tool. Since the underlying ERP was Oracle R12, for seamless integration we choose Oracle CRM over Salesforce. Pricing was also a concern, hence we had opted for Oracle CRM instead of Salesforce CRM. Some of the features like integration with Microsoft Office 365 tools for report output and emailing were best suited with Oracle CRM.