Could use some improvements
August 26, 2019

Could use some improvements

Anonymous | TrustRadius Reviewer
Score 4 out of 10
Vetted Review
Verified User

Overall Satisfaction with Oracle Service Cloud

OSC is being used by our sales, marketing, and customer service teams. The platform is being utilized as a CRM system as well as a ticketing system for customer service. As we implement OCC and CPQ into our new e-commerce site OSC will act as a data storage for our contacts and organizations. Our goal is to have OSC be the main system for emails and customer communications as well as a large database with important current and potential customers going forward.
  • Holds and organizes companies and contacts within those companies for our sales and marketing team to access and store.
  • Has an easy-to-use ticketing system to make improvements and report errors.
  • Has the ability to become our main source for customer emails and a knowledge database that our customer service reps can use while on the phone or assisting a customer in a chat online.
  • It is very difficult to create new reports or change workspaces. When you log in, the interface looks very dated and many of our employees find it difficult and eventually stop using it altogether
  • No mobile application for our sales team to use. Because of this, they do not enter the quality of notes that we would like. Our sales team then views entering all of their meetings notes once they get back to their computer as a hassle and some stop using it.
  • The email campaign is complicated and slow. We have stopped using it all together because it is difficult to use and requires so much setup. We have now found a free email site we can use that saves us time and headaches.
  • Assists with the new e-commerce website and will act as our customer portal.
  • Difficult to use and no real training available - just a bunch of slow and hard to understand videos on the Oracle site or Youtube which is a pain.
  • Most employees find it hard to use or don't use it at all.
I was not a part of the company when it was selected. Newer software has come out since but OSC had become so integrated with our ecosystem of software that it would be difficult to get rid of now. It has become more of a necessity than a desire to have. If possible down the road we will reevaluate other options.
You have to really know the system to get a lot out of it. If you are not big into technology or do not have a lot of experience we have found that those employees dislike this platform. It is well suited to provide assistance in multiple roles from sales to customer service. If you do have a tech guru and they can run the platform it can be helpful. This would not be my first choice if going through the process again.

Oracle Service Feature Ratings

Organize and prioritize service tickets
Expert directory
Subscription-based notifications
ITSM collaboration and documentation
Ticket creation and submission
Ticket response
External knowledge base
Internal knowledge base
Customer portal
Not Rated
Social integration
Email support
Help Desk CRM integration
Not Rated