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.
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.
- 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.
- 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.