Oracle Fusion Service vs Salesforce Sales Cloud comparison

Oracle Fusion Service and Salesforce Sales Cloud compete in the CRM solutions category. Oracle Fusion Service appears to have the upper hand in scalability and integration capabilities, while Salesforce Sales Cloud is preferred for its customization and sales process management.

Features: Oracle Fusion Service is notable for its scalability, integration capabilities, and robust customer service suite, which efficiently handles incidents, chat, and knowledge management. Salesforce Sales Cloud, on the other hand, offers extensive customization features, a broad ecosystem of applications, and excels in managing sales cycles, automation, and analytics.

Room for Improvement: Oracle Fusion Service requires enhancements in its CRM UI, outreach features, and mobile application, along with better customization options for B2B needs. Salesforce Sales Cloud users are concerned about its complexity and cost, with calls for improvements in AI integration, forecasting, reporting, and user ease.

Ease of Deployment and Customer Service: Oracle Fusion Service provides flexible deployment across public, private, and hybrid cloud environments, while Salesforce Sales Cloud is mainly deployed on the public cloud but also available in private and hybrid settings. Both offer robust customer support, though Salesforce's pricing often includes better service options. Oracle's customer service is reliable with room for improvement, whereas Salesforce is costly yet provides substantial support benefits.

Pricing and ROI: Oracle Fusion Service is recognized for its flexible pricing model, facilitating ROI through efficient service operations. Despite higher initial costs, the return is often seen in reduced overheads and increased efficiency. Salesforce Sales Cloud pricing is higher, adjusted based on organization scale and needs, with ROI justified through its extensive features and customization, though considered expensive for smaller enterprises.