Oracle Fusion Service vs SAP CRM comparison

Oracle and SAP are both solutions in the CRM category. Oracle is ranked #10 with an average rating of 8.3, while SAP is ranked #3 with an average rating of 7.8. Oracle holds a 1.3% mindshare in CRM, compared to SAP’s 11.1% mindshare. Additionally, 91% of Oracle users are willing to recommend the solution, compared to 83% of SAP users who would recommend it.

Oracle Fusion Service

Read 33 Oracle Fusion Service reviews

1,094 Views
459 Comparison Views

91% willing to recommend

SAP CRM

Read 43 SAP CRM reviews

3,697 Views
3,245 Comparison Views

83% willing to recommend

Oracle Fusion Service

SAP CRM

Comparison Buyer's Guide

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Executive SummaryUpdated on Jan 12, 2025

Oracle Fusion Service and SAP CRM are leading solutions in the customer service and relationship management category. Oracle Fusion Service appears to have an advantage with its omni-channel capabilities and scalable cloud-based deployment, while SAP CRM offers superior integration within the SAP ecosystem and strong lead management.

Features: Oracle Fusion Service offers an omni-channel suite with cloud scalability, AI-driven functionalities, and diverse communication modes. SAP CRM excels in integration with SAP systems, strong lead and opportunity management, and customizable reporting tools.

Room for Improvement: Oracle Fusion Service could improve in B2B customization, interface simplification, and legacy system integration. SAP CRM needs enhancements in user-friendliness, UI modernization, and mobile capabilities, and it should address integration complexities and high costs for smaller businesses.

Ease of Deployment and Customer Service: Oracle Fusion Service provides flexible cloud deployment across public, private, and hybrid environments with robust customer support, though it can face response delays. SAP CRM is strong in on-premises settings, offering reliable support but lacking flexibility, particularly for industry-specific needs.

Pricing and ROI: Oracle Fusion Service has a flexible but expensive pricing model, yielding considerable ROI through operational efficiencies. SAP CRM, while priced aptly for large enterprises, is prohibitive for smaller companies, with unclear ROI due to legacy maintenance costs. Both products have room for cost optimization and increased customer satisfaction.

To learn more, read our detailed Oracle Fusion Service vs. SAP CRM Report (Updated: February 2025).

Buyer's Guide

Oracle Fusion Service vs. SAP CRM

February 2025

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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 Fusion Service

Ranking in CRM

10th

Ranking in Marketing Management

7th

Average Rating

8.6

Reviews Sentiment

7.2

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (3rd)

SAP CRM

Ranking in CRM

3rd

Ranking in Marketing Management

3rd

Average Rating

7.8

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

Local Government CRM (2nd)

Mindshare comparison

As of April 2025, in the CRM category, the mindshare of Oracle Fusion Service is 1.3%, down from 1.7% compared to the previous year. The mindshare of SAP CRM is 11.1%, up from 10.4% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM

Featured Reviews

MahaboobPasha

Solutions Architect at Western Digital

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.

Read full review

GodfreyNoel

Distribution Cordinator at Unilever Inc.

Excellent user experience with ease of use and reliable technical support

When SAP CRM does the maintenance, it can take a long time, which can impact business continuity because we have to wait for the maintenance team to finish their work. Maybe if SAP could establish how you can access the tool using a cloud-based environment that would be virtualization, that would be better.

Read full review

Quotes from Members

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

Pros

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

"The most valuable feature of the solution is that a company can maintain all of its HR data without any issues."

"The product's most valuable feature is an efficient fusion of finance and HR modules."

"I find the ERP Fusion Console valuable since it centralizes all the modules like order management."

"Oracle Fusion Service offers good efficiency."

"There is a focus on maintaining efficiency, and it is a significant time saver."

"Stable and scalable with good technical support."

"It supports various APIs and connectors, enabling seamless communication with other systems, including both Oracle products and third-party applications."

More Oracle Fusion Service pros

"The platform is highly scalable."

"The solution is stable."

"It was comfortable setting up the tool."

"The solution's contract management and product hierarchy features of SAP CRM are the most beneficial for our business operations."

"We get very good support from SAP."

"We are using the HANA Z database for CRM, which enhances the products we are currently using by making the system more efficient. Everything is connected to CRM, so we can use the data for analytics, sales forecasting, and data modeling."

"One of the main things is that the reports are very customizable. It is very easy and user-friendly to customize the reports the way the user wants. They can see the reports as per their expectations and change them accordingly."

"SAP is very easy to use."

More SAP CRM pros

Cons

"I would like to see more AI usage, enhanced personalization capabilities, and simpler integration capabilities."

"The dependency on the dollar makes these products more costly during disruptions in currency parity, especially in countries like Pakistan."

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

"I would like to see more AI usage, enhanced personalization capabilities, and simpler integration capabilities."

"Some features that require improvement include the location functionality and certain aspects of the CRM."

"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."

"The vendor must provide a user-friendly mobile application."

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

More Oracle Fusion Service cons

"They could improve the product's analytics and reporting capabilities. Additionally, they could enhance its web interface speed."

"We would like the coding system within this solution to be more straightforward when carrying out general entry tasks."

"The solution needs more flexible customization, tender request, and they need to think about some of the localization aspects."

"SAP CRM could improve by being easier to use and customer-friendly."

"There is a lot of missing data and data latency issues between the different modules of SAP CRM, which creates a lot of problems."

"In the future, machine learning and artificial intelligence functionality need to be included."

"What I see as a challenge against our competitor is that Salesforce comes with more flexibility, for enhancement purposes, whereas the SAP CRM Cloud is more robust and rigid. It's not flexible to implement any bespoke solution."

"They should improve the design to make it more appealing to users."

More SAP CRM cons

Pricing and Cost Advice

"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."

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

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

"The product has average pricing."

"The tool is reasonably priced."

"Oracle Fusion Service is more expensive than Workday."

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

"There is a license required for the solution and most of my clients purchase an annual license."

"The pricing from SAP is good but it takes time to realize the investment."

"As for the product licensing, we pay an annual fee. It's important to consider setup costs and licensing based on your organization's budget and needs."

"There is a license required to use SAP CRM."

"SAP CRM is not suitable for smaller businesses because it is expensive. The larger businesses would be able to handle the cost."

"The licensing model for SAP CRM is customer-based."

"From the maintenance perspective, SAP CRM is quite expensive compared to cloud services because the current solution they're using is managed by us and we are hosting it on servers. There is the cost of hosting, and managing servers and applications. The overhead is substantial, but this solution is a legacy system. It will take some time for the customer to migrate out of it."

"We have to pay a yearly licensing fee for SAP CRM, which is expensive."

More SAP CRM pricing and cost advice

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Top Industries

By visitors reading reviews

Educational Organization

77%

Computer Software Company

Financial Services Firm

Manufacturing Company

Computer Software Company

12%

Manufacturing Company

10%

Government

Financial Services Firm

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

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?

I would like to see more AI usage, enhanced personalization capabilities, and simpler integration capabilities.

See all answers

What is your primary use case for Oracle Service Cloud?

I mainly use the solution for RTCRN.

See all answers

What do you like most about SAP CRM?

Getting the right information at the right time across different programs is important. These programs lack interaction between them. IPA is a good option to bring them together.

See all answers

What is your experience regarding pricing and costs for SAP CRM?

Every user needs to have a license.

See all answers

What needs improvement with SAP CRM?

One area for improvement is the security model, especially regarding records management retention and the audit and legal holds. Since we're in the middle of a cloud digital transformation, it's es...

See all answers

Comparisons

Siebel CRM vs Oracle Fusion Service

Compared 25% of the time

Salesforce Service Cloud vs Oracle Fusion Service

Compared 20% of the time

Oracle CX Sales vs Oracle Fusion Service

Compared 15% of the time

Vertical Solutions VContactCenter vs Oracle Fusion Service

Compared 13% of the time

Pega CRM vs Oracle Fusion Service

Compared 10% of the time

More Oracle Fusion Service Competitors

Microsoft Dynamics CRM vs SAP CRM

Compared 34% of the time

Salesforce Sales Cloud vs SAP CRM

Compared 25% of the time

Zoho CRM vs SAP CRM

Compared 12% of the time

Siebel CRM vs SAP CRM

Compared 10% of the time

Oracle CRM vs SAP CRM

Compared 9% of the time

More SAP CRM Competitors

Product Reports

Buyer's Guide

Oracle Fusion Service

March 2025

Download Oracle Fusion Service product report

Buyer's Guide

SAP CRM

March 2025

Download SAP CRM product report

Also Known As

Oracle Service Cloud, Oracle RightNow

No data available

Overview

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.

Oracle

SAP CRM is a comprehensive customer relationship management solution that helps businesses streamline their sales, marketing, and service processes. It offers a range of features including lead management, opportunity management, campaign management, and customer service management. With SAP CRM, businesses can effectively manage their customer interactions, improve customer satisfaction, and drive revenue growth.

The solution integrates with other SAP modules, allowing for seamless data exchange and real-time insights. It also offers mobile access, enabling sales and service teams to access critical information on the go.

SAP CRM is a powerful tool for businesses looking to enhance their customer relationships and drive business success.

SAP

Sample Customers

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.

Brau Union Osterreich AG, Nu Skin Enterprises Inc., AOK Bundesverband, RAK Ceramics, NHS 24, Wholesale Sports Outdoor Outfitters, FC Bayern Munchen AG, Tumi, The Kellogg Company, MVV Energie AG, Anglian Water Services, German Football Association (DFB), Nebraska Book Company Inc.

Buyer's Guide

Oracle Fusion Service vs. SAP CRM

February 2025

Free Report: Oracle Fusion Service vs. SAP CRM

Find out what your peers are saying about Oracle Fusion Service vs. SAP CRM and other solutions. Updated: February 2025.

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