Oracle CRM Reviews

We use the solution to approach potential customer from the prospection to the sale.

We are able to take back control of our client sales information and analyze it for the future to improve.

The solution is very easy to use. Before we used this solution all of our customer data was stored on the vendor's database but now we have the data for all the customer in our corporate database. We have information about credit, sales, potential sales, and sending location information because some of them had more than one locations. The product has a lot of predictive analytics that are not a lot of effort. There is a lot to analyze regarding customer information and we can get detailed reports.

In the planning area in order to calculate commissions the function could be improved. Currently, we are not using that functionality because it is very basic. For example, in some cases, you need to develop your own formulas which are not easy to do. Another future addition that would help us is for this solution to have the ability to add more locations as ERP allows.

I have been using the solution for a year and a half.

The solution is stable and we are currently using it with 50 employees. Some of the roles of the employees using the solution are from the management, analytics, marketing, and research teams.

The solution is scalable.

The technical support for this solution and for all the solutions from Oracle is more or less the same. They have a very robust platform where you can put your questions, your needs, the issues that you have and they will respond. The SLA are very. They support agents from around the world that can help, we have had agents from Mexico, U.S., Europe and from India. It is a 24 hour, seven days a week service.

The setup was easy but it could have been better with integration with ERP.

Oracle CRM Cloud in our experience, the integration is not simply, that being said, it could have been harder too. It took us three to six months to implement and to do the full ERP implementation it took around 9 to 10 months. We used a vendor to do the deployment.

We were able to get a ten-year contract for a very good discount with our three platforms together with Oracle. If you have many Oracle products, you can get a cheaper rate perhaps as we did. The cost was around $400 a year. There also was implementation costs that are an addition to the solution price.

We saw some information from Gartner and Nucleus Research, they have a good evaluation for Oracle CX. That is why we understood while we have Oracle ERP, we need to install Oracle CX. That is the reason what we choose Oracle CX, Oracle CRM. We wanted a solution that would work well together.

I recommend the product, but only if you are planning to have a longterm contract.  I understand that there are other solutions on the market and they might be cheaper but if you like to have a long-term contract and you like to integrate Oracle is the best option.
Furthermore, If you don't have the intention to integrate with any ERP, then this is one of the best options, together with Salesforce. In our case, we prefer to have the product for the same vendor. That's why we didn't choose Salesforce, even though Salesforce might have a better recommendation or a better ranking. Both of them, Salesforce and CX are on the top five worldwide and in the Cloud.

We are planning to put CX in another plant during this next year, 2021. And we are very happy with the product.

I rate Oracle CRM a nine out of ten.

We use Oracle CRM for customer segmentation. 

Oracle CRM helped us better understand the customer journey. 

I like the tool's ability to handle lots of data. It is well documented and throws off errors in areas that you need to pay attention to. 

Though Oracle CRM's support has a good reaction time, it needs to be better. 

I have been working with the solution for two years. 

The solution is very stable. 

Oracle CRM is scalable. My company has 10 users for the solution. 

Oracle CRM was easy to set up and took less than six months to complete. 

A consultant assisted us with the product's installation. 

We have seen good ROI with the product's use. 

The product's pricing is manageable and flexible. 

I would rate the solution a nine out of ten. 

Integration with Oracle E-Business ERP: Every installation of CRM uses some form of ERP or back office applications. The benefits of integration are often overlooked when making a CRM purchase decision. Integration of CRM with the back office applications, allows for more meaningful and effective usage of the tool. The wing-to-wing integration of applications is one of the most strong features of Oracle CRM.

As an implementer, I have worked to implement this application for organizations that were new to CRM as well as organizations that have used some other CRM tool before. The Oracle CRM application provides for an effective interaction with the customers, allows capturing vital information of the customers and provides a comprehensive view of the customer to the sales and marketing members.The wing-to-wing integration of the customer data provides an integrated view of the customer to sales and marketing.

The application needs improvement in its usability aspects. Non-integrated applications such as Salesforce have been able to be more nimble; they provide more flexibility to adapt and interface with state-of-the-art social applications, mobile technology, and communication tools. Oracle CRM needs to make advancements in this area.

The application also needs to provide a more flexible and configurable user frontend. Sales users need a more user-friendly and easily configurable user interface.

Oracle seems to encourage users to move to other platforms such as the Oracle Cloud applications to compete with Salesforce or other leading CRM products. While that may be a strategic direction to expand into markets where Salesforce is strong, Oracle should improve its hosted applications such as Oracle CRM with more flexible, effective and state-of-the-art enhancements, rather than abandoning them and leading its clientele using the hosted applications to Cloud applications.

I have used this solution for more than 13 years.

Version 12.1.3 seems to be stable now, but is reaching the end of its support cycle. Oracle 12.2 is next. Oracle CRM, in general, is becoming more stable, but each version takes some time to stabilize.

I did not experience any scalability issues, but having said that, the infrastructure aspect needs to keep lock-step with the scale of operations.

The level of technical support is fair to good.

I have used mainly Oracle CRM for a long time.

The setup varies with a particular implementation/customer. Oracle CRM provides core application that is fairly straightforward to configure and use. However, the standard out-of-the-box features do not always fit every client installation. Adapting the application to suit each customer's environment takes time and effort, but this is not unlike adopting any other application.

• Plan ahead, i.e., at least for the next five years.

• Make sure you have your internal processes worked out to conform to the industry standard practices. While each organization may be unique in certain ways, adopting standard off-the-shelf applications means conforming to standard practices. Rather than work towards bending and twisting such applications to the individual organization's requirements, make sure such special steps are really warranted. Are your practices that special so that the standard industry practices do not apply? Or do your internal practices themselves need some review? Changing, or ‘customizing’ as it is called, is expensive in the short run as well as in the long run. Do not ignore ongoing maintenance costs with such efforts. Added to this, is the need to keep up with the dynamic and fast changing technology.

• Take time to evaluate your shortlisted selections.

• Do not be influenced by the glitz and show of any product. At the end of the day, customers need to think of how effective the product is in delivering results, i.e., whether it is improving the sales effectiveness or service efficiencies. Product usability is likely to create a good first impression, but you will have to discount the surface level appeal to real day-to-day efficiencies.

• Do not discount/ignore integration challenges. Disconnected applications will reduce efficiencies and consume valuable IT resource time; it is often not given sufficient importance during the selection process. By all means, choose the best of breed approach, but make sure to allow for sufficient resource time and skills so as to achieve necessary integration for all areas to work together.

As an implementer, my platform is the Oracle CRM. I have some familiarity with other applications, but my in-depth expertise is with Oracle CRM.

• Identify one or more key ‘super users’ for leading the implementation or managing the product. These would be your go-to people for expert help.

• If you need to bring in outside help for the implementation, then do so. This will help in getting you the best help at the time you need it most.

• Prepare and train your organization for the change.

During the selection process for a CRM product, something that I have witnessed first hand, sufficient attention must be given to how the CRM application integrates with the back end applications. While it is important to consider the capabilities of the CRM applications in its own specialized areas, at some stage in the process the transactional information will have to be passed on to back end or other applications to complete the processing cycle - for Sales it would be Orders, for Service it would be service requests and tasks. At the heart of it all is integration with customer master data. A key aspect here is whether organizations are factoring in the cost of this integration with the other applications in the flow.

I will illustrate my point with the following case scenarios - from ideal to not-so-ideal

Case 1: In this case the selection process evaluates the CRM application for features and capabilities to their specific needs. The selection process includes considerations for integrating the CRM application data with the other applications to complete the end-to-end process flow and for master data, and including the folks in IT in the discussions to identify the integration that will be necessary for a sustainable on-going operation, and factors this cost and time into the overall cost of the CRM application. The estimation is realistic and considers all aspects of the applications involved in the flow. The cost aspects include one-time costs as well as ongoing costs for sustained operations. This would be the ideal scenario.

Case 2: In this case the selection process evaluates the CRM application for features and capabilities to their specific needs, but only with the relevant end users, for eg. with predominant opinion of Sales or Marketing users only. This process does not list out the potential integration with other applications, does not include IT or other team members to evaluate the requirements or effort and leaves these aspects as a post-implementation effort. With such a process only the immediate needs of the CRM application are considered. As it becomes evident later, the need for adding on integration with other applications are brought up and dealt with as and when the need arises, many a time overwhelming the resources of IT or other resources and discovering blind alleys of integration, with incompatible interfaces, ad-hoc methods to back file such requirements, leading to a very messy after-thought for building consistent and efficient business processes. I have witnessed these myself in more than one implementation. Not only have I seen such after-thought Integration of transactional data, I have even worked on efforts to integrate master data, such as customer data, exposing weaknesses of both applications. There was one case where the CRM application was set operational with one-time setup of customer master data from the back-end application with no thought given to ongoing processes for continuous synchronization of data between the two systems - the CRM application and the back end Order fulfillment application with customer master data.

Case 3: This case is just a more extreme variation of Case 2. In this case the selection process evaluates the CRM application on its own, as in Case 2. There is no effort to list out the potential integration or even the need for integration. The administration staff are left to manage the integration with manual maintenance of data on the related applications and doing manual synchronization. This is a very poor use of technology.

Case 4: This case is becoming more and more an attraction to the people in Sales and Marketing areas. In this case the selection process evaluates the CRM application for features and capabilities with an eye on all the third party integration solutions to the core CRM product - the 'app' attraction. The 'app' era has led to third party solutions, the ultimate version of best-of-breed - the core CRM solution for customer and contact data, an app for emailing solutions, an app for data mining, an app for social app integration and so on. The integration aspects of such solutions are considered on an ad-hoc basis with no forethought to process consistencies. With data and processes in such diverse environments it is anyone's guess whose job it is to manage the different flows of data, if that is even possible by the company's IT. One recent case I came across where the company engaged with a third party to manage its diverse applications on the cloud! In conclusion, fully integrated platforms with CRM applications are at the one end of the spectrum of integrated solutions while the CRM cloud applications with third party integrating applications are at the other end. Each organization needs to evaluate which point in the spectrum makes most sense for it, not just in the short run, but in the long run also, before jumping in to settle down on the solution. Making a choice that is short sighted hides the long term cost of use and short changes business objectives while costing the organization in never ending efforts to shuttle data between systems to achieve key business visibility to what is really happening

Oracle CRM is a stable solution.

Oracle CRM should have more integration with different platforms. Oracle CRM is not a cloud solution; it's an on-prem solution that doesn't integrate with any other system. The solution should also improve its user experience.

I have been using Oracle CRM for ten years.

Oracle CRM has multiple versions. The recent cloud version has scalability, but the on-prem version requires skills to do the customization. More than 1,000 users are using Oracle CRM in our organization.

Oracle CRM's initial setup has medium complexity.

Oracle CRM's deployment took one month. We follow the software development lifecycle (SDLC) for Oracle CRM's deployment. We start with requirement gathering, solution design, development, the testing phase, and then go live phase.

If you take only the Oracle CRM model, there is no return on investment. It starts with capturing a lead quotation and converting the quotation to order. However, the solution lacks user experience.

Oracle technical developers and function skill sets are required for the solution's maintenance and project deployment.

I would not recommend Oracle CRM to other users because it is outdated.

Overall, I rate Oracle CRM a four out of ten.

We use the product for many modules, like HR and financial management.

Oracle CRM's best feature is its ability to customize as per specific organization's requirements.

The product is complicated to use for new users.

I have been using Oracle CRM for ten years.

The product is stable. Although, every software has some issues.

We have around 3000 Oracle CRM users working in our organization. There are no issues with adding new users.

The initial setup is difficult. The deployment took time for some of the organizations I worked with.

I recommend Oracle CRM for large-scale organizations. I rate it an eight out of ten.

We mainly use Oracle CRM for customer information. When the client makes a call and complains about service dysfunctionality, we check the CRM to see if they bought in the data or exhausted it. The solution provides us with detailed statistics and based on that, we can offer a solution or refer that query to the billing application. 

Oracle CRM integrates seamlessly because it's an end-to-end solution. We use Oracle AIA as our middleware, as well as Oracle BRM, and the integration process between them went smoothly. That is something I found beneficial. 

We noticed that sometimes it can be slow, and then we have to refresh the whole system. That is something that can be worked on. 

I have been working with it for five years.

The solution faced numerous issues mostly on the web logic side. I would rate it seven out of ten.

It is scalable, but we use it on-premises currently. The scaling requires a lot of money, it is almost a project itself.

Their customer support is okay, but it could be better. Response time is significantly slow. One time we faced a critical problem, number one severity and priority. After we reported it, it took more than two hours to get a response from Oracle. I rate it seven out of ten.

Neutral

The installation of CRM was seamless and straightforward, but the configuration was not easy. After we installed the database and WebLogic on the RCU, the initial part was done. On the configuration side, dealing with integration with the web services is a challenge. We were lucky that our project was off-the-shelf implementation for telecoms, so most of the web services that we were going to use were already preexisting, and also, the team was highly skilled. But typically, the whole process is notably complex. 

The deployment process lasted for about eight months before it was fully completed. It is very easy to maintain. 

I would recommend Oracle CRM, as it is a user-friendly solution. I rate it eight out of ten.

I use the solution to document customers’ data.

We can filter and find any data. It's very easy to find any customer-related data.

Usually, the product is slow. It takes time when we request data. We never get the data in a second or two. Processing, finding, and showing the data to the end user takes time. The product is not intuitive. It is not easy to work with. It is not a fast system. I have never got a quick response from the system. We need a lot of patience to work with it.

I have been using the solution for more than three years.

Usually, the tool is stable.

It is easy to scale the tool. A few hundred people in our organization use the solution.

I suggest people try using the product to see if it fulfills their needs. Oracle CRM can be a good solution for people with many end users and a lot of data they need to process. Overall, I rate the solution a seven out of ten.

This use this solution for automatic tooling.

Oracle CRM is a versatile solution with many features and functionalities that makes it a suitable solution for many different business use cases. 

This solution is only available on-premises. It could be improved by offering a cloud/SaaS option which is more scalable. 

We have used this solution for 16 years. 

This is a stable solution. 

The support for this solution is not great. I would rate a three out of five. Our queries have taken a long time to be resolved so we no longer rely on Oracle support. 

Neutral

The initial setup is straightforward. The deployment is much simpler compared to previous versions. It depends on the application and the type of industry that you have deployed in and the level of customization made to your existing application. An application with 5% to 10% customization, may need one or two resources to support 24/7.

We implemented this solution in-house. 

The costing for this solution is very high. It targets top tier companies. This solution can be split up into multiple modules to cater to the low tier customers.

If you are looking for a solution to be deployed on-premise and need a scalable solution for a Silicon Valley, telecon or banking company, I would recommend Oracle. This is because Oracle offers stability, plug and play functionality and integration to billing systems. 

If you are looking for solution for a medium-size e-commerce company or OEM, I would recommend Salesforce or SAP. Before deciding on the right solution, it is important to map out all of your requirements and the level of customization needed. 

I would rate this solution an eight out of ten.