SRM makes managing social 'manageable'
April 29, 2016

SRM makes managing social 'manageable'

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Modules Used

  • Oracle Social Marketing
  • Oracle Social Engagement & Monitoring
  • Content and Apps
  • Engage
  • Workflow and Automation
  • Listen and Analyse
  • Publish

Overall Satisfaction with Oracle Social Relationship Management (SRM)

SRM is used to publish and moderate social content, publish and moderate social/marketing contests, assign and monitor social media customer service incidents and monitor/report social media analytics for our Facebook, Google+ and Twitter accounts across several brands. Overall SRM management is primarily a marketing function, however, there are a few customer service agents who have access to the Engage module for managing social media customer service incidents.
  • SRM is an enterprise level tool which allows for multiple important marketing and social media functions to be managed in one platform. It's great to have access to staff management, content creation, contest creation and analytics tools in one platform.
  • SRM is relatively easy to learn and use; I have trained other users specifically on how to use Engage and our agents found the interface easy to use.
  • SRM allows you to create, launch or schedule one piece of social content for multiple social platforms; much nicer than having to create content for individual platforms.
  • I sometimes find it difficult to find answers to questions when using Oracle Help; I have had good results using the support ticket system...working with support agents.
  • Because this is an enterprise level application, there are many modules with many functions. It takes time to ramp up and become proficient in all modules. That's not to say there are issues with the platform; simply an observation on how robust it is.
  • I would have liked more and better training and more proactive account support.
The main user manages the application (adds and removes users, sets access levels, adds social platforms, etc.), manages content creation, contest creation, and manages social moderators. Our secondary users are customer service agents that moderate social customer service issues. Thus, the primary departments within our organization using SRM are Marketing and Customer Service. However, information gleaned from SRM also impacts Purchasing, Distribution, Merchandising and other departments.
I have used one other enterprise level application; it was comparable to SRM. We moved away from the first application because our parent company uses many other Oracle applications, not because we were 'unhappy' with the application we had at the time. Having said that, SRM does everything we need from it; in fact, there are features we aren't fully leveraging at this point. I especially find Engage, Content and Apps and Publish particularly useful. This is the kind of platform that is very robust; you get out of it what you have the time and resources for.
  • SRM helps us quickly learn of and address customer service issues.
  • SRM allows us to be much more efficient creating social content across multiple social platforms.
  • SRM analytics insights are easy to access and understand.

Oracle Social Cloud (legacy) Feature Ratings