Oracle Siebel CRM Review
Anonymous | TrustRadius Reviewer
December 19, 2018

Oracle Siebel CRM Review

Score 8 out of 10
Vetted Review
Verified User
Review Source

Modules Used

  • Siebel Sales Applications
  • Siebel Contact Center and Service
  • Siebel CRM Technology

Overall Satisfaction with Oracle Siebel CRM

The best part about Siebel is that it brings all of our data together into one piece of software. Nearly all of the work done by all departments in our company is done within this software. Our whole business is integrated and the software is highly customized to our needs. We are working on getting other departments on-boarded to use Siebel.
  • Using Siebel as a CRM is nice in that it allows for a wide variety of information to be stored in one place. The search features also work well.
  • The functionality of the software was excellent in terms of a customer CRM tool. Information was well organized and the software served it's purpose for the sales and planning teams.
  • It is automatically connected to your customer's telephone and helps us in analyzing their profile when we talk to them
  • It has server issues and also slowness. It even slows down your entire system. Maybe we need to explore other options to better scale the software.
  • It would be nice if Oracle provided more material that was accessible for training.
  • There is a lag in some of the larger reports. It can take over 30 minutes to run, or they don't run correctly at all. Again, this might go back to the issue of scale.
  • This has all my company needs for sales analytic. It has helped our call center and the sales portal become more lean and require less resources for their day-to-day.
  • We use its research and direct email capabilities and use it to target specific groups of potential clients. We have seen an improvement of nearly 20%.
  • We have clients who have used a few modules like bill summary, campaign management and customer information. Oracle Siebel CRM has helped them reap ROI within a year from going live.
Yes - I am a member of the Northern California Oracle User Group.

I am currently part of an Oracle and Python user group here at our company. These usergroups have helped make many of the decisions for deployment when it comes to Siebel CRM. It was great to have members who are developers be involved in this process, as often we find that the standard out of box features require a bit of customization.
Siebel is suitable for a large organization as it has a comprehensive integrated functionality with great performance that suits customer service, marketing and sales. It supports complex security guidelines. It has complete development and deployment manager that can keep track of versions and manage the rollback if needed.Other options, such as Saleforce, was expensive and did not provide the flexibility that we needed in our specific use cases.
Once it is set up and appropriately customized, which was expensive and time consuming, and once users have been appropriately trained, also expensive, it took care of our CRM needs, requiring very little day-to-day management. I does everything from HR, to billing, and even a great auditing tool. However, it does not always integrate well with a lot of other products that we utilize, such as Salesforce, which would be great for us.

Oracle Siebel CRM Feature Ratings

Customer data management / contact management
7
Workflow management
6
Territory management
9
Opportunity management
7
Integration with email client (e.g., Outlook or Gmail)
8
Contract management
7
Quote & order management
9
Interaction tracking
8
Channel / partner relationship management
6
Case management
8
Call center management
7
Help desk management
9
Lead management
8
Email marketing
7
Task management
7
Billing and invoicing management
8
Reporting
6
Forecasting
6
Pipeline visualization
7
Customizable reports
8
Custom fields
8
Custom objects
8
Scripting environment
7
API for custom integration
8
Role-based user permissions
8
Single sign-on capability
7
Social data
8
Social engagement
7
Marketing automation
7
Compensation management
9
Mobile access
5