Try our new research platform with insights from 80,000+ expert users

Oracle CRM vs Oracle Fusion Service comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Oct 8, 2024

Review summaries and opinions

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

Categories and Ranking

Oracle CRM
Ranking in CRM
9th
Average Rating
7.8
Reviews Sentiment
6.8
Number of Reviews
38
Ranking in other categories
Marketing Automation (5th)
Oracle Fusion Service
Ranking in CRM
10th
Average Rating
8.6
Reviews Sentiment
7.2
Number of Reviews
31
Ranking in other categories
CRM Customer Engagement Centers (3rd), Marketing Management (7th)
 

Mindshare comparison

As of January 2025, in the CRM category, the mindshare of Oracle CRM is 3.1%, down from 4.8% compared to the previous year. The mindshare of Oracle Fusion Service is 1.2%, down from 2.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.
CRM
 

Featured Reviews

SrinivasReddy2 - PeerSpot reviewer
Typical configuration, no customization needed and quick to deploy
The product is straightforward to set up. There's no difficulty. It doesn't create any problems. The deployment took around four to five hours. It is a typical configuration, not customization is needed. Once we do Oracle installation, the configuration will be done based on business requirements. Customization should be done on the application. That will take around a month. CRM is integrated with ECP for data and stock-related information with respect to vendors. It is mostly integrated with other Oracle products. Moreover, the integration is easy.
HodaAboul Fotouh - PeerSpot reviewer
Has intuitive user interface and provides up-to-date functionalities
Some features that require improvement include the location functionality and certain aspects of the CRM. While Oracle is actively working on enhancements, there are nice-to-have features offered by competitors, such as gaming elements, that, although not crucial to business processes, add value and enhance user experience. As someone focused on customer experience, I would like to see the inclusion of social listening capabilities in future updates. This feature would allow the system to detect negative feedback from customers on social media and automatically generate an incident report, enabling us to address customer concerns promptly. Additionally, while I emphasize customer experience, I acknowledge that HR and finance professionals may have other specific features they wish to see.

Quotes from Members

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

Pros

"It is very simple."
"Oracle CRM helped us better understand the customer journey."
"It has a wide variety of use cases."
"Case management, incident management, and request management features are valuable."
"Oracle CRM is very, very stable, one of the most stable products I've used in my career, and doesn't require much maintenance."
"During the demos, Oracle CRM's natural language search feature stood out to me. It departs from the traditional menu-based options, making searches more intuitive. Another significant feature is their Common Data Platform. Including an accounting package as part of the full platform was also appealing."
"The forecasting reporting section was the most useful."
"We are most comfortable with the user interface that Oracle CRM has, it is very good."
"Oracle Service Cloud could improve the integration for older platforms."
"Oracle Fusion Service offers good efficiency."
"The solution is easy to learn."
"Oracle's strength lies in swiftly building and deploying enterprise applications globally."
"It has provided a faster turnaround time. We were able to automate a number of transactional tasks and return that extra time to taking care of customers."
"The most valuable feature of the solution is that customers can easily understand it."
"The solution changes the way clients work to make it easier and faster."
"Oracle Fusion's scalability and flexibility are its most valuable features."
 

Cons

"I'd like to see more feature enhancements."
"Getting technical support from Oracle involved going through commercial layers, which could sometimes cause delays. The attention received depended on the client's status and spending with Oracle. Clients with significant spending received global attention and a corporate account manager, while those with lower spending had to work with a local account manager, which wasn't always beneficial. This process could lead to delays in getting technical issues resolved. I am not satisfied with its support."
"Customization is an area in the solution that takes too much time. So, it needs to be improved."
"An improvement would be to lower the price of the license."
"The product is complicated to use for new users."
"I think Oracle CRM could improve its user interface and user experience to make it more engaging. Currently, it has a more traditional enterprise look, but I believe it could benefit from more catchy and engaging colours and designs to better engage with users and stakeholders. While the capabilities might be there, the interface may not be very inviting for first-time users."
"Oracle CRM should have more integration with different platforms."
"With Oracle CRM, people report some usual downtime and frequent outages."
"The vendor must provide a user-friendly mobile application."
"One suggestion I have is to shorten the IT team's response time. When we submit an ASR or similar request, it takes a while to receive a response, and this can be seen as a drawback."
"The user experience has to be much better."
"The product's option to upload payroll data doesn't work seamlessly."
"There are specific areas that would be beneficial to enhance and improve, especially its financial functionality, search capabilities, chat features, and content articles."
"Oracle changed the means by which users are created in the system. I would like this to be easier to implement."
"Delivering the solution to clients can be quite complex and requires highly trained technicians with expertise."
"The user interface and user experience (UI/UX) need significant improvement, especially in the older on-premises versions."
 

Pricing and Cost Advice

"The licensing is on a yearly basis."
"The product's pricing is manageable and flexible."
"We were able to get a ten-year contract for a very good discount with our three platforms together with Oracle."
"The product’s pricing is very high."
"We have annual licenses to use this solution that are quite expensive. For example, we have approximately four types of licenses and we have one annual contract for the number of licenses we use for Oracle CRM and the loyalty system."
"There is a license required to use this solution. The price is reasonable for a CRM."
"Every year, we have new users, and we get new licenses. It depends on various things such as the number of users and expansion of our business lines."
"Compared to alternative solutions Oracle CRM is expensive."
"Licensing fees are on the higher end and I rate them an eight out of ten."
"Oracle Fusion Service is a cheap and flexible solution."
"The product has average pricing."
"This is definitely an expensive product compared to others on the market."
"There are no extra licenses, everything is included in the subscription, and the price is fixed."
"The tool is reasonably priced."
"Oracle's pricing is quite high, and this cost can be a significant barrier, especially for smaller companies."
"Oracle Fusion Service is more expensive than Workday."
report
Use our free recommendation engine to learn which CRM solutions are best for your needs.
830,526 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
Computer Software Company
14%
Financial Services Firm
11%
University
10%
Government
10%
Educational Organization
81%
Computer Software Company
3%
Manufacturing Company
3%
Financial Services Firm
2%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

What do you like most about Oracle CRM?
The most valuable feature is the ability to automatically enrich deals by connecting to APIs. This allows me to gather additional information about companies, number of employees, and data from the...
What is your experience regarding pricing and costs for Oracle CRM?
The price of Oracle CRM in Vietnam is high, which is a concern. Clients must buy the license once, and if there are updates in the year, they need to buy the new version.
What needs improvement with Oracle CRM?
Oracle CRM should improve in terms of AI capabilities and user interface design. Compared to Salesforce, it lacks advanced features in these areas and is not as user-friendly.
What needs improvement with Oracle Service Cloud?
Some features that require improvement include the location functionality and certain aspects of the CRM. While Oracle is actively working on enhancements, there are nice-to-have features offered b...
What is your primary use case for Oracle Service Cloud?
We use the solution as a backend for ERP systems, encompassing various functions such as HR, finance, supply chain, manufacturing, and customer experience (CX) management.
 

Also Known As

Market2Lead
Oracle Service Cloud, Oracle RightNow
 

Learn More

 

Overview

 

Sample Customers

Turk Telekom, yoo Ltd , Mobilitec, Sanipex Group, ec4u expert consulting AG, Hover Automotive India Pvt. Ltd., Lawn Tennis Association, Geodis, Freedom Technology
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 Oracle CRM vs. Oracle Fusion Service and other solutions. Updated: January 2025.
830,526 professionals have used our research since 2012.