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Microsoft Dynamics CRM vs Oracle Fusion Service comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Jan 12, 2025

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

ROI

Sentiment score
7.6
Microsoft Dynamics CRM offers significant ROI through consistent upgrades and integration, outweighing its high cost with efficiency benefits.
Sentiment score
7.5
Oracle Fusion Service enhances customer experience, reduces costs, and offers substantial ROI, supported by integrated reporting and strong partnerships.
 

Customer Service

Sentiment score
6.7
Microsoft Dynamics CRM offers helpful support but response times vary, with prioritization for partners and premium members enhancing satisfaction.
Sentiment score
7.6
Oracle Fusion Service's customer support is knowledgeable but slow, with service rated 7-9/10 and regional disparities noted.
Customer service varies as sometimes I receive a good response, and other times I need to escalate issues and involve engineers from Oracle in an OWC session.
 

Scalability Issues

Sentiment score
7.5
Microsoft Dynamics CRM is favored for its scalability, customization, and integration, despite occasional stability issues and cloud limitations.
Sentiment score
8.2
Oracle Fusion Service is highly scalable, supporting seamless expansion for all organization sizes with high user satisfaction ratings.
Initially, we had ten ERPs, and I have added more since.
 

Stability Issues

Sentiment score
7.8
Microsoft Dynamics CRM is stable and reliable, with minimal issues and frequent updates enhancing its performance and robustness.
Sentiment score
8.1
Oracle Fusion Service is highly stable, supporting large-scale operations with minimal disruptions and proactive management of minor outages.
 

Room For Improvement

Microsoft Dynamics CRM needs enhancements in customization, integration, automation, scalability, affordability, performance, and customer support for small businesses.
Oracle Fusion Service needs improvements in user experience, pricing, integration, performance, documentation, and modern functionalities for large enterprises.
Simpler integration capabilities.
When dealing with bulk data uploads via a BDI process, some records occasionally fail, requiring me to debug and reprocess them.
 

Setup Cost

Microsoft Dynamics CRM's pricing is variable, offering robust features, with enterprise agreements benefiting larger organizations despite high costs.
Oracle Fusion Service offers flexible pricing but can be costly for small businesses; efficient license management is essential.
I think it's expensive, yet it does not pose a threat, making it costly for my enterprise.
 

Valuable Features

Microsoft Dynamics CRM offers customizable integration with Microsoft tools, enhancing sales management, user experience, and cost-effective business operations.
Oracle Fusion Service enhances customer interaction and streamlines operations with omni-channel communication, integration, automation, and flexible customization.
The CRM is very fast, which is the most important aspect, and it's very handy.
There are ERP connectors available for Oracle middleware, enabling seamless integration through a drag-and-drop interface.
There is also a focus on maintaining efficiency, and it is a significant time saver.
 

Categories and Ranking

Microsoft Dynamics CRM
Ranking in CRM Customer Engagement Centers
1st
Ranking in CRM
2nd
Ranking in Marketing Management
2nd
Average Rating
7.8
Reviews Sentiment
7.0
Number of Reviews
76
Ranking in other categories
Local Government CRM (1st), Sales Force Automation (2nd)
Oracle Fusion Service
Ranking in CRM Customer Engagement Centers
3rd
Ranking in CRM
10th
Ranking in Marketing Management
7th
Average Rating
8.6
Reviews Sentiment
7.2
Number of Reviews
33
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of February 2025, in the CRM category, the mindshare of Microsoft Dynamics CRM is 12.2%, down from 14.4% compared to the previous year. The mindshare of Oracle Fusion Service is 1.1%, down from 2.0% compared to the previous year. It is calculated based on PeerSpot user engagement data.
CRM
 

Featured Reviews

Rishabh Chhajer - PeerSpot reviewer
Intuitive APIs, customizable design, but dashboards could improve
The most advantageous aspect of Microsoft Dynamics CRM is its periodic updates. Every quarter, Microsoft releases upgrades that address bugs and vulnerabilities. As a company governed by the Reserve Bank of India and SAP security regulations for our stock operations, we conduct periodic reviews of our applications, including Microsoft Dynamics CRM. Whenever we submit an audit report and identify bugs, we reach out to the Microsoft team for assistance. They assure us that the issues will be fixed in the next quarterly release. As a result, we have not experienced any outstanding bugs that have not been recorded or addressed.
MahaboobPasha - PeerSpot reviewer
Integration enhances efficiency with good ERP Fusion Console that helps with centralization
When it comes to ERP Cloud, performance has always been an issue, especially when calling an API or a VIP publisher. I experience timeouts, which Oracle needs to improve. There have been many service requests around this, particularly last year. Although progress has been made, performance is still a concern for me. When dealing with bulk data uploads via a BDI process, some records occasionally fail, requiring me to debug and reprocess them. Enhanced performance is something that I would be interested in.
report
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Top Industries

By visitors reading reviews
Computer Software Company
13%
Financial Services Firm
11%
Government
10%
Manufacturing Company
8%
Educational Organization
81%
Manufacturing Company
3%
Computer Software Company
2%
Financial Services Firm
2%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

What do you like most about Microsoft Dynamics CRM?
The most valuable features of Microsoft Dynamics CRM are all the filters and possible reports.
What needs improvement with Microsoft Dynamics CRM?
Costing might be a reason for concern. It could be an issue for the organization, or maybe not. It's uncertain.
What is your primary use case for Microsoft Dynamics CRM?
I use the solution to manage the lead sales pipeline and enable the marketing department to maintain customer data.
What needs improvement with Oracle Service Cloud?
I would like to see more AI usage, enhanced personalization capabilities, and simpler integration capabilities.
 

Also Known As

Dynamics CRM, MS Dynamics CRM
Oracle Service Cloud, Oracle RightNow
 

Overview

 

Sample Customers

Metro Bank, Nissan, Pandora, Delta, Haynes International, City of London, Trek and many more market leaders.
Pacifico Seguros Generales, Elsevier B.V., Madison Area Technical College, Bigtree Entertainment, Pvt. Ltd., HM Land Registry, Walmart Stores Inc., MakeMyTrip Ltd., Orbitz Worldwide LLC, Big Fish Games Inc.
Find out what your peers are saying about Microsoft Dynamics CRM vs. Oracle Fusion Service and other solutions. Updated: February 2025.
837,501 professionals have used our research since 2012.