Review from a UI/UX Centric OpenUI Developer
February 13, 2019

Review from a UI/UX Centric OpenUI Developer

Lizzy Randall | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User
Review Source

Modules Used

  • Siebel Sales Applications
  • Quote and Order Capture
  • Siebel Enterprise Marketing
  • Siebel Contact Center and Service

Overall Satisfaction with Oracle Siebel CRM

Siebel is used by many departments, it used by our Marketing Department, our Donation department, and for major donor management to use the customer relationship part (accounts, activities, opportunities).
It is used to process donations, store records of checks, match accounts with data quality (3rd party system integrated with Siebel), send notifications to employees and donors, and much more. It handles a lot of business problems regarding those areas.
  • It is stable, and the system Siebel replaced was not very stable.
  • It keeps getting changes with upgrades, so there is an improvement in user experience (mobile responsive, etc.)
  • It provides a base of understanding that a homegrown system wouldn't have, how Siebel contractors can come onboard knowing generally what it does, except for our customizations
  • Lack of documentation for developers -- it feels like almost nothing in the grand scheme of things, especially around OpenUI. Sure there are some things on bookshelf, but that's all it is, some. It's not in depth--there are hardly any examples and I generally get answers outside of bookshelf.
  • Support isn't so good, I'd sooner try to solve the problem with many workarounds than put a support ticket in that might go into the abyss and never get resolved.
  • The user interface is lacking for our version. Granted, we are at least four years behind and have no mobile responsiveness (we had to build that ourselves) but I've seen the newer version and there need to be more intuitive user interface patterns in general
  • Sometimes there are weird quirks in customizations that should work in theory, but don't.
  • I'm a Siebel developer, so I'm not sure what type of ROI we've had. It's only been 6 years since we've been live, so my guess is we haven't had a positive impact yet. There might be some in the sense that the system isn't down like the previous one.
We also connect to Oracle Business Intelligence, which is not even an option of the list of products above (that's always encouraging when products are missing from lists!) This connects to campaigns in Siebel along with users writing reports based on data from Siebel. I don't think OBIEE stacks up that great with other systems because it seems to be lacking in reports, and those who can make them have to be quite technical.
Oracle Database I think stacks up because of how robust and speedy (at times) it can be.
I'd recommend it if it was some company that was large and needed a large system to handle many aspects of their system. Also, if that company could afford the upkeep/developers/etc. A less appropriate scenario is if the company was small, as finding developers for it would be difficult and not cheap.

Oracle Siebel CRM Feature Ratings

Customer data management / contact management
Workflow management
Opportunity management
Contract management
Quote & order management
Call center management
Help desk management
Lead management
Not Rated
Email marketing
Task management
Not Rated
Billing and invoicing management
Not Rated
Pipeline visualization
Custom fields
Custom objects
Scripting environment
API for custom integration
Role-based user permissions
Single sign-on capability
Not Rated
Not Rated