Why Oracle Siebel CRM is here to stay for a long time
Updated May 20, 2025

Why Oracle Siebel CRM is here to stay for a long time

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Modules Used

  • Siebel Sales Applications
  • Siebel Call Center

Overall Satisfaction with Oracle Siebel CRM

Oracle Siebel CRM is used to replace multiple legacy applications used by the ministry. When implemented it will become the main tool for the day to day activities of the ministry. Its is based on Siebel Public Sector application. The application has several modules: Regulatory Profile, Inspection, Compliance, Investigation, Incident etc. Regulatory Profile includes Entities, Individuals, Systems, Properties, Components.

After the first implementation, it has now be extended to several new ministries.

Pros

  • Great data model: the out of the box version comes with standard objects that support most of the industries business models: Finance, Communications, Utilities, Public Sector, Life Sciences to name a few.
  • Ease of implementation: implementation is done by configuring standard objects or creating new objects; additional level of customization via script is also possible.
  • Lots of resources available on the product
  • Supported by Oracle one of the world leader in IT
  • Multiple developers can configure and test concurrently in their own workspace and then merge the result in the main application.

Cons

  • UI is clear and practical, but lacks some of the fancy features found on today's websites
  • Upgrades can be a challenge if the application has been heavily customized
  • Some functionalities may not be available if using Siebel Remote
  • Siebel CRM works great for internal applications, however the development of external portals for customer access requires way more work either to provide a modern customer experience using existing Siebel portals (eService, Partner portal,...) or to integrate with external website products.
  • Very positive impact: replacing multiple silo applications based on outdated technology
  • Provide data integrity by eliminating redundancy and the use of audit trails
  • Improves safety of users on the field: use of tracking tool and providing list of hazards
  • Thanks to the multi-org feature of the Siebel CRM, after a first successful implementation we were able to package the solution and offer it to multiple other customers, with minimum changes.
Siebel CRM offers many ways to navigate in an application and quickly retrieve information, making users very efficient: homepage shows the users important information to work on; hyperlinks allow users to see detailed information for a particular record; predefined queries allow users to quickly find records of interest in the entire database; change records is a powerful feature to quickly modify a great number of records.
Siebel CRM provides several standard themes to personalize the user experience.
Siebel CRM supports accessibility standards.
Siebel Oracle CRM is the most complete CRM application across all industries, has a large customer base around the world.

Do you think Oracle Siebel CRM delivers good value for the price?

Yes

Are you happy with Oracle Siebel CRM's feature set?

Yes

Did Oracle Siebel CRM live up to sales and marketing promises?

Yes

Did implementation of Oracle Siebel CRM go as expected?

Yes

Would you buy Oracle Siebel CRM again?

Yes

Oracle Siebel CRM is particularly suited for companies that want to implement a robust CRM in a short timeframe: using out of the box functionality provides the company with the industry best practices and a short development cycle. However it can be adapted to any level of customization to meet specific needs. Given the large capabilities of the product and the riches of its data model, it is more likely to fit medium to large organizations.

Oracle Siebel CRM Feature Ratings

9.7
Customer data management / contact management
10
Workflow management
10
Territory management
9
Opportunity management
10
Integration with email client (e.g., Outlook or Gmail)
9
Contract management
10
Quote & order management
10
Interaction tracking
9
Channel / partner relationship management
10
9.7
Case management
10
Call center management
10
Help desk management
9
10.0
Lead management
10
Email marketing
10
9.3
Task management
10
Billing and invoicing management
9
Reporting
9
9.3
Forecasting
9
Pipeline visualization
9
Customizable reports
10
10.0
Custom fields
10
Custom objects
10
Scripting environment
10
API for custom integration
10
9.5
Role-based user permissions
9
Single sign-on capability
10
9.0
Social data
9
Social engagement
9
9.5
Marketing automation
10
Compensation management
9
9.0
Mobile access
9

Configuring Oracle Siebel CRM

Siebel CRM is very configurable and you can create simple UI items in a matter of minutes.
Business rules can also be implemented in a simple and visual manner using workflows or rule based engines. There are often many ways to implement a requirement.
The Siebel repository contains countless examples of how requirements can be implemented. Most of the times it is better to look for an existing solution than to create a custom one.
Minimize as much as possible custom scripts and if you cannot avoid them, create them in a business service for easy access and maintenance.
Some - we have done small customizations to the interface - In the internal (employee facing) application, we have done limited UI changes using Siebel Open UI features to create new Presentation Models and Physical Renderers.
Also some style sheets were modified, as well as new images (logos, icons) were introduced to match the customer requirements.
Some - we have added small pieces of custom code - 
For the UI part, Open UI allows code to be added to UI elements such as applets in specific javascript files called Presentation Model and Physical Renderers.
For business rules, we created a new business service and stored all our functions as methods that can be called from a business component or a workflow.
It is expected that on large implementations, there will be some part of the application that will require customization.
In our case the part that was heavily customized was the external portals, so that the web site user experience could be one of a modern web site, but still accessible to all users.

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