Oracle SRM: Two Thumbs Up!
March 15, 2016

Oracle SRM: Two Thumbs Up!

Khristen Jones | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Modules Used

  • Oracle Social Marketing
  • Oracle Social Engagement & Monitoring

Overall Satisfaction with Oracle Social Relationship Management (SRM)

We began using Oracle SRM in our communication department as a tool for proactive social media publishing, social analytics and social listening and monitoring. Since then we have expanded its use to our customer relations department for social media customer care and engagement and will soon be implementing the tool in our customer contact center for the same purpose.
  • Oracle SRM makes it easy to plan and organize social content for a week or month at a time and front-load in content when I have time. Often I know what we will be posting a few days, a week or even a month out, so by being able to load content when I have time and review the content in a calendar format, I always know what's coming.
  • Oracle SRM Custom Analytics dashboards are also one of my favorite features of the platform. My being able to tailor each dashboard to certain stakeholders or platforms, I am able to easily provide relevant and up-to-date information to any stakeholder when asked with just a few clicks as well as monthly and weekly reports for myself.
  • Lastly, Oracle SRM's listening capabilities allow me to capture the conversation relating to the industry and get more engaged as a brand to further our commitment to being an industry leader.
  • As new features are implemented and expanded upon, I have experienced a number of glitches that require me to fill out a service request. While it is annoying and sometimes daunting to deal with this process, the good thing is that while the bugs are annoying at least they are trying to expand the platform and add new tools. Just takes a few glitches to get everything taken care of normally.
20 - Communications and Customer Relations
When I was evaluating products for our communications department two things stood out to me about Oracle, the price point and the service. For what you receive, I believe Oracle is an excellent product. Not as expensive as some others, but equally (or better!) quality, plus the service really is unbeatable. From the demo, to the contract, to account management now, the service alone is worth the value!
  • Oracle has allowed us to expand our social reach, grow our social audience and just overall spread our brand awareness and community goodwill.
Honestly, I have found no instance where SRM didn't work for what I am trying to do. If I can't figure it out on my end at first, I know that I can reach out to my account manager, and she will have the right answer for me or help me find it. The constant improvements and new features also have dramatically increased my opinion of the platform. As soon as I've identified a problem, they can usually assure me the fix will be implemented in the very near future. Overall, it really has become the backbone of growing our social media presence.

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