Good backend cleanup of customer data. Just ok for front end sales.
March 18, 2020

Good backend cleanup of customer data. Just ok for front end sales.

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with Oracle Engagement Cloud (formerly Oracle Sales Cloud)

Engagement Cloud is used to help manage the customer data by the entire sales and sales operations department. The primary business issue was a huge duplication of customer data due to years of technical debt, multiple legacy systems, and competing new CRM systems (e.g. multiple sales force instances). This Engagement Cloud solution allows for a single convergence of all the streams of data by cross indexing everything into one cohesive record.

Pros

  • Organization of customer data.
  • Minimizing business disruption by allowing existing CRM solutions to run.
  • On the same Fusion cloud platform as other Oracle solutions for future expansion.

Cons

  • Interface is inconsistent between certain areas of sales cloud and customer data management cloud.
  • Limitations in how we can configure certain customer areas.
  • Minimal Enterprise Data Quality rules which may require additional PaaS licensing.
  • This has drastically allowed for analytical support creation. Previous time spent on manual reports frees up time for other investigations.
  • Fewer customer service reps cross referencing bad data or causing longer support time.
Engagement Cloud could be a competitor but also work in tandem by pulling together multiple disparate types of systems into one cohesive platform. Salesforce is just a better product for UI, but Engagement may be better suited for the backend.
Good for managing customer data for back end sales operations support. This allows for complex cross references, indexing, and is good for technical details.

Not ideal for front end sales team entering as the interface is slightly clunky and it would take a decent amount of change management to make sure it is accepted in the organization.

Oracle Sales Feature Ratings

7.4
Customer data management / contact management
8
Workflow management
8
Territory management
8
Opportunity management
8
Integration with email client (e.g., Outlook or Gmail)
7
Contract management
7
Quote & order management
7
Interaction tracking
7
Channel / partner relationship management
7
Not Rated
Case management
Not Rated
Call center management
Not Rated
Help desk management
Not Rated
Not Rated
Lead management
Not Rated
Email marketing
Not Rated
Not Rated
Task management
Not Rated
Reporting
Not Rated
Not Rated
Forecasting
Not Rated
Pipeline visualization
Not Rated
Customizable reports
Not Rated
8.0
Custom fields
8
Custom objects
8
Scripting environment
8
API for custom integration
8
9.0
Role-based user permissions
8
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
8.0
Mobile access
8

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