Best for Enterprise Use, But Some Improvements Needed
April 12, 2016
Best for Enterprise Use, But Some Improvements Needed
Score 8 out of 10
Vetted Review
Verified User
Modules Used
- Oracle Social Marketing
- Oracle Social Engagement & Monitoring
Overall Satisfaction with Oracle Social Relationship Management (SRM)
Oracle Social Relationship Management (SRM) is being used across our organization, between marketing, PR and our contact center. It addresses a variety of business problems for us: access management for our social media accounts, consolidates content into one main calendar versus multiple, allows agency partners to access our accounts, and streamlines reporting across the regional marketing team, to name a few.
- Ease of reporting. Allows us to pull reports by network or by campaign quickly. This used to be a manual process that would take upwards of 8 hours per month.
- Real-time social media monitoring, with virtually no spam. Other providers struggle to remove spam content from their social monitoring results which makes sifting through mentions cumbersome.
- Integration into other tools. Being able to integrate other Oracle products like Eloqua and web analytics like Omniture helps us see social media content as part of our larger pipeline now.
- Support. Turnaround time is far, far too long, Feels like every issue uncovered is a bug that no other company has ever brought up previously, which feels a bit scary at times. Certainly these tech bugs cannot be limited to just our account, every single time.
- Limited data. Does not provide Twitter data beyond engagement rate and retweet numbers, so you will need to rely on other methods to get impression and click data. Facebook data does not include clicks, either.
- Modules still feel very siloed. For example, the URL shortener is great but that data can't be accessed through the reporting (Listen & Analyze) module. This tool is supposed to make reporting easier, not more clunky by having to pull data from multiple areas of the tool and then marry them together.
11 - Marketing, Contact Center
Seamless, fast integration with Eloqua for lead generation and marketing automation, superior social listening/monitoring functionality, ability to have unlimited users were our top reasons for selecting the tool -- all of which were differentiators from the other platforms evaluated.
- Significant time savings. Reporting used to take upwards of 8 hours, now takes 30 minutes or less, depending on report type.
- Faster customer service response times. Typically, we find that users come to us on social media when they have been on hold on the phone for a very long time. We can respond through SRM sometimes within minutes.
- Looking to start seeing ROI now that Eloqua integration has been implemented, but too early to determine.