Oracle CRM is your one stop shop for order management
December 08, 2018

Oracle CRM is your one stop shop for order management

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Oracle CRM

We use Oracle CRM mainly for order management, handling RMAs and for quoting for larger purchases. Our customer service team relies heavily on Oracle CRM to do their daily work. We have used Oracle CRM as our business has grown and it has been an excellent product to scale with us. Occasionally other departments will need access to Oracle CRM, but it is mainly used by our customer service/order processing team.

Pros

  • Oracle CRM scales very well with the growth and needs of our business
  • Managing our customer database
  • Oracle support is incredibly helpful when we have needed to contact them

Cons

  • Oracle CRM is incredibly complex making it fairly difficult to learn from scratch
  • The original implementation of Oracle CRM was a lengthy and involved process
  • We have had outages where we cannot connect to Oracle CRM which leaves us at a loss. I'm not sure what the solution to this is, but less outages would be ideal.
  • We can very easily pull up a customer's order and provide any detail they need. The time this saves compared to manually tracking customer orders and accounts is incredible.
  • Knowing exactly who is contacting customer service and what their orders status is before answering the calls makes the customer service reps job much easier than before.
We previously used a custom built CRM. Oracle CRM blows the old system out of the water.
Oracle CRM is incredibly well suited to handle the customer service needs of a growing business. It is capable of scaling with your company. We can monitor every step of the ordering process and provide quick and accurate information to our customers if they request it. We can easily handle returns and replacements as well.

Oracle Sales Feature Ratings

8.6
Customer data management / contact management
9
Workflow management
9
Territory management
Not Rated
Opportunity management
Not Rated
Integration with email client (e.g., Outlook or Gmail)
7
Contract management
Not Rated
Quote & order management
9
Interaction tracking
9
Channel / partner relationship management
Not Rated
8.0
Case management
8
Call center management
Not Rated
Help desk management
8
Not Rated
Lead management
Not Rated
Email marketing
Not Rated
Not Rated
Task management
Not Rated
Billing and invoicing management
Not Rated
Reporting
Not Rated
8.5
Forecasting
9
Pipeline visualization
Not Rated
Customizable reports
8
9.0
Custom fields
9
Custom objects
9
Scripting environment
Not Rated
API for custom integration
Not Rated
10.0
Role-based user permissions
10
Single sign-on capability
10
Not Rated
Social data
Not Rated
Social engagement
Not Rated
Not Rated
Marketing automation
Not Rated
Compensation management
Not Rated
Not Rated
Mobile access
Not Rated

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