11 years of SiebelCRM observation
February 03, 2015

11 years of SiebelCRM observation

Anonymous | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User

Software Version

Siebel 8119 Open UI

Modules Used

  • Siebel Sales Applications
  • Siebel Contact Center and Service
  • Siebel e Medical

Overall Satisfaction with Oracle Siebel CRM

We are using Siebel CRM for our Diagnostics Division for the past 12 years and I joined in this team around 7 years ago. Currently we are using Siebel CRM for complaint management(Service), Order Processing(Sales) and for Integration with SAP. Previously I worked for several CRM projects in the Automotive, Consumer Goods & HI-Tech industry.

Since I started my career as Siebel Developer, I am a big fan of Siebel CRM even though I am aware of other leading CRM technologies in the market. Siebel CRM was doing very good and very supportive until it was acquired by Oracle in 2006. From 2012 onwards, I haven’t seen pro-active response / active support of Siebel from Oracle Support. Especially now Oracle is not supporting Siebel-SAP connector and not giving proper responses on Siebel Remote module.

Open UI release is a good thought, but many improvements to Open UI are needed. Apart form all these issues, I still believe Siebel CRM is a great enterprise CRM solution and it’s very easy to train users on this technology.

After working 11 years for Siebel CRM projects, I would recommend the improvements below in order to be a leader in the CRM market:

  • Improve the Siebel Open UI's performance, look and feel.
  • Improve Siebel Support team on MyOracleSupport.
  • Release an effective MOBILE APP for tablets and smart phone as Siebel Remote module is very out dated for field service purposes.
That’s ALL for now, If Siebel CRM wants to be leader in the marker, some improvement are must.

Pros

  • Great enterprise CRM solution
  • Easy to train users on this technology
  • Nice look and feel of the UI

Cons

  • Improve Siebel Open UI Performance , look & Feel.
  • Improve Siebel Support team on MyOracleSupport
  • Release an effective MOBILE APP for tablets & smart phone as Siebel Remote module is very out dated for Field Service.
  • Positive: Its easy to create /track cases in Service module and we can customize our case management system as much as we need.
  • Negative: Sometimes, Siebel users are frustrated with Siebel UI performance like Multivalued applets, Pick Applets, etc..

Used:

Sales Force CRM

SAP CRM

Microsoft Dynamics CRM

As an enterprise CRM, it's a very good CRM solution for big companies. Most of the time, big companies need integration with their ERP technologies. For small companies, this might be an expensive software.

Oracle Siebel CRM Feature Ratings

7.2
Customer data management / contact management
8
Workflow management
5
Territory management
9
Opportunity management
8
Integration with email client (e.g., Outlook or Gmail)
9
Contract management
7
Quote & order management
7
Interaction tracking
6
Channel / partner relationship management
6
9.0
Case management
9
Call center management
9
Help desk management
9
4.0
Lead management
4
Email marketing
4
Not Rated
Task management
Not Rated
Billing and invoicing management
Not Rated
Not Rated
Forecasting
Not Rated
Pipeline visualization
Not Rated
Customizable reports
Not Rated
7.0
Custom fields
8
Custom objects
8
Scripting environment
6
API for custom integration
6
10.0
Single sign-on capability
10
6.0
Social data
6
Social engagement
6
8.0
Marketing automation
8
Compensation management
Not Rated
4.0
Mobile access
4

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