Excellent in customer management, lacking in product configurations
Viktor Mulac | TrustRadius Reviewer
August 13, 2019

Excellent in customer management, lacking in product configurations

Score 7 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Oracle CRM

Oracle CRM is being used to capture leads, create product configurations, manage customer data, order data, and include a basic workflow that also very importantly configures the products and services using a product configurator included as a standard Siebel module. Solutions then hand over the case to other business logic components (ESB and one specialized app) and collect results of the orchestrated tasks in one place. It also connects to the call center IS Avaya, and cooperates with a custom-developed mobile app, serving as a customer self-service tool.
  • Managing customer information, campaign information and interconnection with call center IS.
  • Good user interfaces out of the box, which can be heavily modified so this point does not hold in all installations.
  • Automatic updates do not require a full system restart.
  • Very slow product configurator, which can cause degrading performance if product definitions are not optimally configured or too complex.
  • Although recently improved, the current built-in BI and reporting capabilities are not on par with MS Power BI and similar.
  • Until a certain point in time, the solution was responsive and provided support for productive work. With more integrations and a growing product base, the application started to be barely usable due to delays (excessive response times) and prolonged the product configuration tasks.
  • Not a member of any user groups
MS Dynamics was easy to integrate to MS Power BI. This BI and reporting aspect is a clear strong point for Microsoft. MS solutions seem easier to integrate and learn, but this depends on the IT landscape and the complexity of integrations in a respective company.
If you need a powerful CRM solution with multichannel or even omnichannel capabilities, go for it. This is a generic CRM solution, so if you need a vanilla SW, buy it. If you feel you will need to customize the solution significantly into some direction (e.g. engineering and construction, energy, procurement, telecommunication processes etc.), thoroughly compare with MS Dynamics, SAP and other leading solutions, which can better suit your needs and scale. Other SW producers include on top of CRM functionalities also industry relevant best practice in processes, intergrations, or e.g. production monitoring and management, etc. and can save you a lot of time and money spent on development.

Oracle CRM Feature Ratings

Customer data management / contact management
8
Workflow management
7
Territory management
7
Opportunity management
7
Integration with email client (e.g., Outlook or Gmail)
7
Contract management
6
Quote & order management
6
Interaction tracking
6
Channel / partner relationship management
6
Case management
6
Call center management
6
Help desk management
6
Lead management
6
Email marketing
Not Rated
Task management
5
Billing and invoicing management
Not Rated
Reporting
5
Forecasting
5
Pipeline visualization
5
Customizable reports
5
Custom fields
9
Custom objects
9
Scripting environment
9
API for custom integration
9
Role-based user permissions
9
Single sign-on capability
9
Social data
Not Rated
Social engagement
Not Rated
Marketing automation
Not Rated
Compensation management
Not Rated
Mobile access
7