Oracle CRM and Oracle Fusion Service compete in the CRM solutions category. Oracle Fusion Service has the upper hand due to its cloud-based design, modern AI capabilities, and ease of integration.
Features: Oracle CRM is appreciated for its robust integration tools, customizable databases, and comprehensive service support. Its product configurator and horizontal features across various industries add value. Oracle Fusion Service stands out with cloud-based architecture, advanced AI features, and the ability to provide a global, scalable solution. Its modern user interface and integration capabilities are highly beneficial for dynamic business environments.
Room for Improvement: Oracle CRM requires enhancements in AI functionalities and user experience. Customization and technical support can sometimes be cumbersome and expensive. Oracle Fusion Service, while benefiting from cloud infrastructure, needs better documentation and user interface refinement. Enhanced integration of newer modules would improve its offering further.
Ease of Deployment and Customer Service: Oracle CRM offers flexible deployment models, including on-premises and hybrid options, though it can experience technical support delays. Oracle Fusion Service ensures a straightforward global deployment with public and hybrid cloud models, though it may come at a higher cost. Both products receive mixed customer service feedback, with Oracle Fusion Service achieving slightly higher ratings for its efficient cloud support.
Pricing and ROI: Oracle CRM is perceived as expensive, suitable for large enterprises with a traditional licensing model. It provides a substantial return on investment for those who can afford it. Oracle Fusion Service, with its SaaS pricing model, aligns costs with usage, offering more predictable expenses. While both solutions are costly, Fusion Service's subscription package offers better feature accessibility, making it a scalable choice for businesses focused on long-term ROI.
Within CRM, I have worked on B2C service and sales extensively.
Sometimes the technical support is knowledgeable and helpful.
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.
Initially, we had ten ERPs, and I have added more since.
Regarding scalability, the solution provides useful configurations that clients can utilize effectively.
We haven't really had any technical challenges with Oracle CRM.
Regarding the stability of Oracle CRM, nobody is facing any major issues in terms of infrastructure problems whether it is Oracle CRM, Salesforce, or SAP CRM; they are all the same, especially with cloud-based SaaS.
If work continues for a long time without publishing, it tends to get corrupted, requiring deletion and rework from the ground up.
It's already integrated into our environment, so moving to something else will require a massive investment and change in strategy that we as an organization are not prepared to embark on just yet.
When a client asks for any support, they're often in real trouble and need a prompt response.
The AI feature needs improvement.
When dealing with bulk data uploads via a BDI process, some records occasionally fail, requiring me to debug and reprocess them.
Simpler integration capabilities.
It is currently restricted to Groovy scripting.
Regarding licensing cost, according to each country's conditions, for Egypt, it's so expensive.
I think it's expensive, yet it does not pose a threat, making it costly for my enterprise.
The biggest advantage of Oracle CRM for me is the process coverage, ease of use, the UI, and obviously a good amount of analytics; these are the few strengths and seamless integration with any platform.
Currently it's meeting all our needs, hence the migration about six months ago that we moved from on-premise to OCI, to the cloud-based platform to add additional capacity and analytics.
The solution serves end-to-end customer relationship management which includes sales cloud, e-commerce cloud, and marketing cloud.
The company has invested in ERP Cloud, and the seeded APIs and VIP features allow for customization using Groovy script.
Based on utilizing Groovy scripts and JavaScript, we can integrate with other external systems.
For HCM, it makes the life of users easier for self-service, payroll run, and applying tax according to the country, where different tax laws according to the country are very easy in Fusion.
| Product | Market Share (%) |
|---|---|
| Oracle CRM | 1.4% |
| Oracle Fusion Service | 0.8% |
| Other | 97.8% |
| Company Size | Count |
|---|---|
| Small Business | 17 |
| Midsize Enterprise | 2 |
| Large Enterprise | 22 |
| Company Size | Count |
|---|---|
| Small Business | 9 |
| Midsize Enterprise | 6 |
| Large Enterprise | 22 |
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.
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