Oracle CRM vs Oracle Fusion Service comparison

Oracle CRM and Oracle Fusion Service are both solutions in the CRM category. Oracle CRM is ranked #9 with an average rating of 7.5, while Oracle Fusion Service is ranked #10 with an average rating of 8.3. Oracle CRM holds a 3.6% mindshare in CRM, compared to Oracle Fusion Service’s 1.3% mindshare. Additionally, 89% of Oracle CRM users are willing to recommend the solution, compared to 90% of Oracle Fusion Service users who would recommend it.

Oracle CRM

Read 38 Oracle CRM reviews

1,654 Views
1,284 Comparison Views

89% willing to recommend

Oracle Fusion Service

Read 31 Oracle Fusion Service reviews

1,257 Views
537 Comparison Views

90% willing to recommend

Oracle CRM

Oracle Fusion Service

Comparison Buyer's Guide

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Executive SummaryUpdated on Oct 8, 2024

Oracle CRM and Oracle Fusion Service compete in the CRM category. Oracle Fusion Service has the upper hand due to its advanced features and potential long-term return on investment.

Features: Oracle CRM provides reliable core functionalities supporting effective customer management, efficient customer data storage, and basic analytics capabilities. Oracle Fusion Service offers advanced automation, seamless integration capabilities, and feature adaptability, making it ideal for businesses seeking modern extensions.

Room for Improvement: Oracle CRM needs improved customization options, modern user interface enhancements, and better analytics tools. Oracle Fusion Service users find complexities in advanced settings, desire more streamlined configuration processes, and request additional training resources to maximize benefits.

Ease of Deployment and Customer Service: Oracle CRM offers straightforward deployment with dependable support, ensuring a smooth customer experience. Oracle Fusion Service, while having a steeper initial learning curve, provides a supportive experience post-deployment, making it worthwhile in the long term.

Pricing and ROI: Oracle CRM is attractive for businesses with initial budget constraints due to appealing upfront costs. Oracle Fusion Service, with a higher initial investment, offers substantial long-term returns and value, recommending consideration of upfront costs versus potential ROI.

To learn more, read our detailed Oracle CRM vs. Oracle Fusion Service Report (Updated: October 2024).

Buyer's Guide

Oracle CRM vs. Oracle Fusion Service

October 2024

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Categories and Ranking

Oracle CRM

Ranking in CRM

9th

Average Rating

7.8

Reviews Sentiment

7.5

Number of Reviews

Ranking in other categories

Marketing Automation (5th)

Oracle Fusion Service

Ranking in CRM

10th

Average Rating

8.6

Reviews Sentiment

6.7

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (3rd), Marketing Management (7th)

Mindshare comparison

As of November 2024, in the CRM category, the mindshare of Oracle CRM is 3.6%, down from 5.3% compared to the previous year. The mindshare of Oracle Fusion Service is 1.3%, down from 2.4% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM

Featured Reviews

SrinivasReddy2

Consultant at British Council

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.

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Hitesh Kunchakuri

Associate Consultant at University of California at Davis

A reasonably stable and scalable tool to manage human resources, payroll, and expenses of a business

There are multiple options in the product that are improving quarterly by considering the user feedback Oracle receives from its multiple clients. I am not exactly sure about the improvements made in the product since I have not been working with the solution for the past four to six months. The area where employees' personal and contact information is called the person management section in the HR module of Oracle Fusion Service, has shortcomings where improvements are required. Sometimes, there are some issues with the areas around national identifiers in the product, so our company has to add multiple national identifiers. Though a person from the USA works in some other country, and that person has every valid document of the residing country, the product sometimes gives some trouble to access the information. The product's option to upload payroll data doesn't work seamlessly. It would be great if there was an option to do internal calculations in the product since sometimes, in our company, we have to calculate all the fields manually in Excel and then upload them in the application.

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Quotes from Members

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

Pros

"Everything related to insights and dashboards is valuable. It is great for tracking all the effort and generating reports."

"Oracle CRM accommodates client needs, potentially reducing licensing costs with a pay-as-you-go approach. It also allows for the standardization of processes and reporting, which is important for our organization. Additionally, integration through APIs improves connectivity."

"It's very easy to find any customer-related data."

"Oracle Connect as a feature within CRM is valuable for establishing and maintaining customer relationships, enabling users to see customer details and interact graphically with relationships."

"The forecasting reporting section was the most useful."

"CRM's performance is good, we've never faced any issues with it."

"We are most comfortable with the user interface that Oracle CRM has, it is very good."

"The most valuable features of the solution I like are its stability and customization."

More Oracle CRM pros

"Everything is managed by Oracle, so they have security in place."

"The most valuable feature of the solution is that customers can easily understand it."

"Oracle Cloud Services integrates well. It has lots of APIs to integrate with other solutions, like the PBX we use from Cisco. The ability to integrate Siebel data with Cisco PBX was nice."

"Oracle's strength lies in swiftly building and deploying enterprise applications globally."

"Oracle Service Cloud could improve the integration for older platforms."

"Oracle Fusion's scalability and flexibility are its most valuable features."

"The solution is completely cloud-based and very easy to access from anywhere."

"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."

More Oracle Fusion Service pros

Cons

"Their support could be faster. Like any other solution provider, in some cases, it takes time to get their response, and sometimes, they do not fix the issue in the first round. Therefore, we have to go through another round."

"The cost can be a bit more expensive compared to other options."

"The one thing that I hate about it is when you pay for services for a certain amount of time, the service ends just before it should be over. For example, I may pay for a month of service, but it will tell me the service is over before the month ends."

"It’s complex to customize the tool."

"An improvement would be to lower the price of the license."

"The interface could be more user friendly. It is currently not intuitive, and it can be better. The onboarding process for the end users of this solution could be easier, and there should be a few more things for user knowledge and training. It takes a lot of technical knowledge to get used to it."

"The data visualization should be better in Oracle CRM."

"The solution's mobile app needs to be enriched with more functionalities in the future."

More Oracle CRM cons

"There are specific areas that would be beneficial to enhance and improve, especially its financial functionality, search capabilities, chat features, and content articles."

"We built some custom code to make a few functions easier. Oracle needs to look at what the customers do and integrate them into the product."

"Oracle changed the means by which users are created in the system. I would like this to be easier to implement."

"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."

"Oracle Fusion Service needs to improve its documentation part because we do not have proper documentation."

"The solution’s reporting could be improved."

"Lacks the ability to deploy custom code for customization."

"The user interface and user experience (UI/UX) need significant improvement, especially in the older on-premises versions."

More Oracle Fusion Service cons

Pricing and Cost Advice

"The tool's pricing involves a monthly subscription fee based on the number of users. I believe it's around $20 per user initially, and then an additional five dollars per user if more users are added."

"The product’s pricing is very high."

"There are licenses needed to use this solution and they are managed by our product team."

"In my region, the tool is expensive. There are no additional costs in addition to the standard licensing fees of the tool."

"The cost of a license with support is slightly higher than a regular license."

"On a scale of one to ten, where one is cheap, and ten is expensive, I rate the pricing a twelve. Oracle CRM is on the expensive side."

"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."

"Oracle is very expensive, but you have to pay to get this kind of scalability and database flexibility."

More Oracle CRM pricing and cost advice

"There are no extra licenses, everything is included in the subscription, and the price is fixed."

"Licensing fees are on the higher end and I rate them an eight out of ten."

"This is definitely an expensive product compared to others on the market."

"Oracle Fusion Service is a cheap and flexible solution."

"The product has average pricing."

"Oracle's pricing is quite high, and this cost can be a significant barrier, especially for smaller companies."

"The tool is reasonably priced."

"Oracle Fusion Service is more expensive than Workday."

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Top Industries

By visitors reading reviews

Computer Software Company

15%

Financial Services Firm

11%

University

10%

Government

Educational Organization

81%

Manufacturing Company

Computer Software Company

Financial Services Firm

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...

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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.

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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.

See all answers

What do you like most about Oracle Service Cloud?

The solution is easy to learn.

See all answers

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...

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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.

See all answers

Comparisons

SAP CRM vs Oracle CRM

Compared 35% of the time

Siebel CRM vs Oracle CRM

Compared 34% of the time

Microsoft Dynamics CRM vs Oracle CRM

Compared 12% of the time

Salesforce Sales Cloud vs Oracle CRM

Compared 11% of the time

Zoho CRM vs Oracle CRM

Compared 4% of the time

More Oracle CRM Competitors

Siebel CRM vs Oracle Fusion Service

Compared 32% of the time

Oracle CX Sales vs Oracle Fusion Service

Compared 18% of the time

QuickBase vs Oracle Fusion Service

Compared 15% of the time

Sales Creatio vs Oracle Fusion Service

Compared 14% of the time

Salesforce Service Cloud vs Oracle Fusion Service

Compared 11% of the time

More Oracle Fusion Service Competitors

Product Reports

Buyer's Guide

Oracle CRM

November 2024

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Buyer's Guide

Oracle Fusion Service

November 2024

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Also Known As

Market2Lead

Oracle Service Cloud, Oracle RightNow

Learn More

Oracle

Overview

On demand CRM with contextual intelligence, adaptive business planning, and analytics. Supports cloud integration with Outlook and mobile devices, as well as sales and marketing applications. Multi-tenancy or single-tenancy options available.

Deliver efficient service outcomes at scale when and where customers engage. Oracle Fusion Service is a unified platform of apps, data, and capabilities enabling effortless self-service, agent-assisted service, and field service workflows tailored to your industry and use case.

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.

Buyer's Guide

Oracle CRM vs. Oracle Fusion Service

October 2024

Free Report: Oracle CRM vs. Oracle Fusion Service

Find out what your peers are saying about Oracle CRM vs. Oracle Fusion Service and other solutions. Updated: October 2024.

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