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.
Technical Consultant at a comms service provider with 51-200 employees
An integrated software system that helps businesses manage their customer relationships
Pros and Cons
- "Oracle CRM integrates seamlessly because it's an end-to-end solution."
- "We noticed that sometimes it can be slow, and then we have to refresh the whole system."
What is our primary use case?
What is most valuable?
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.
What needs improvement?
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.
For how long have I used the solution?
I have been working with it for five years.
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What do I think about the stability of the solution?
The solution faced numerous issues mostly on the web logic side. I would rate it seven out of ten.
What do I think about the scalability of the solution?
It is scalable, but we use it on-premises currently. The scaling requires a lot of money, it is almost a project itself.
How are customer service and support?
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.
How would you rate customer service and support?
Neutral
How was the initial setup?
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.
What about the implementation team?
The deployment process lasted for about eight months before it was fully completed. It is very easy to maintain.
What other advice do I have?
I would recommend Oracle CRM, as it is a user-friendly solution. I rate it eight out of ten.
Which deployment model are you using for this solution?
On-premises
Disclosure: My company has a business relationship with this vendor other than being a customer: MSP
Information Technology Security Specialist at a energy/utilities company with 10,001+ employees
Has customer-friendly technical support, but user interface and performance could be better
Pros and Cons
- "Technical support is very fast. It's customer friendly."
- "The user interface and performance could be better."
What is our primary use case?
The solution is implemented for our company. We use it for internal users, our employees, and some customers.
The solution is deployed on-prem.
What needs improvement?
The user interface and performance could be better.
For how long have I used the solution?
I have been using this solution since 2005.
What do I think about the stability of the solution?
From an end user's experience, the solution is stable.
We have more than 10,000 people using this solution. We don't have any plans to increase usage.
We used a team of 25 people for deployment.
What do I think about the scalability of the solution?
The solution is scalable.
How are customer service and support?
Technical support is very fast. It's customer friendly.
How was the initial setup?
We didn't do the installation ourselves.
What's my experience with pricing, setup cost, and licensing?
The licensing is on a yearly basis.
What other advice do I have?
I would recommend this solution. I would rate this solution 7 out of 10.
Which deployment model are you using for this solution?
On-premises
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Buyer's Guide
Oracle CRM
January 2025
Learn what your peers think about Oracle CRM. Get advice and tips from experienced pros sharing their opinions. Updated: January 2025.
832,138 professionals have used our research since 2012.
Presales Manager at Radware
The product is scalable and enables users to find data easily, but it is not intuitive and takes a lot of time to process data
Pros and Cons
- "It's very easy to find any customer-related data."
- "The product is not intuitive."
What is our primary use case?
I use the solution to document customers’ data.
What is most valuable?
We can filter and find any data. It's very easy to find any customer-related data.
What needs improvement?
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.
For how long have I used the solution?
I have been using the solution for more than three years.
What do I think about the stability of the solution?
Usually, the tool is stable.
What do I think about the scalability of the solution?
It is easy to scale the tool. A few hundred people in our organization use the solution.
What other advice do I have?
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.
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Modern Data Center and Cloud Engineer II at IE Network Solutions PLC
An easy-to-use solution that is easy to set up and offers smooth customer support
Pros and Cons
- "The solution is smooth, easy to use, easy to customize and it has many features. Plus, there are regular updates."
- "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."
What is our primary use case?
We use it to host customer links to the production environment. We also use it for a lot of levels. The solution is smooth, easy to use, easy to customize and it has many features. Plus, there are regular updates.
What needs improvement?
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.
In the next release, I would like to see more dashboard optimization. If possible, features like future planning and capacity calculation would be great to see included.
For how long have I used the solution?
I have been using the solution for two years.
What do I think about the stability of the solution?
The solution is stable.
What do I think about the scalability of the solution?
The solution is scalable.
How are customer service and support?
Their support team is very smooth, and even the support page portal offers great service if you are a customer.
How would you rate customer service and support?
Positive
How was the initial setup?
It was very easy to set up. I think it took about one hour. The team needed for deployment depends on the customer requirements. If it's a larger deployment, you may need about three or four people, but if it's small, the deployment can be done by one individual.
What's my experience with pricing, setup cost, and licensing?
The pricing for licensing is pretty expensive. If you need one particular feature it becomes expensive to have to continue paying for it. If the solution could improve the pricing plans, it would be better.
What other advice do I have?
I would rate this solution a nine out of ten.
Disclosure: I am a real user, and this review is based on my own experience and opinions.
IT Consultant at Aon Corporation
Recommended, high-performing solution
Pros and Cons
- "CRM's performance is good, we've never faced any issues with it."
- "An improvement would be to lower the price of the license."
What is our primary use case?
We mainly use CRM for voucher submission for our employees for performance tracking, appraisal, and vendor relations and billing.
What needs improvement?
An improvement would be to lower the price of the license.
For how long have I used the solution?
I've been using Oracle CRM for more than ten years.
What do I think about the stability of the solution?
CRM's performance is good, we've never faced any issues with it.
Which solution did I use previously and why did I switch?
We previously used PeopleSoft.
How was the initial setup?
CRM was easy to install.
What about the implementation team?
We used a vendor team.
What's my experience with pricing, setup cost, and licensing?
The cost of a license with support is slightly higher than a regular license.
What other advice do I have?
I would definitely recommend Oracle CRM to anybody thinking of using it, and I would rate it eight out of ten.
Which deployment model are you using for this solution?
Hybrid Cloud
Disclosure: I am a real user, and this review is based on my own experience and opinions.
IT Service Manager - Veeva CRM Competency Centre at a pharma/biotech company with 10,001+ employees
It is relatively easy to centralize your services when using a cloud solution
What is most valuable?
- Page layout
- Workflows
- Fields
- Tabs
- Web services
- Audit trail
- Related information
- Search
- Quick search lists
- Great performance and availability
How has it helped my organization?
It is relatively easy to centralize your services when using a cloud solution.
Easiness of onboarding new people and markets.
95% of business requirements can be met by making administrative configuration changes rather than development.
This allows you to bring customer satisfaction in short time rather than launching large project each time a new requirement will appear.
What needs improvement?
Support: My Oracle Support service, enhancement, bug fix roadmap, and planning, quick and modern global cross-search is missing.
For how long have I used the solution?
We have been using this solution for six years.
What do I think about the stability of the solution?
There were minor stability issues that were always addressed in the agreed-upon RTO/RPO.
What do I think about the scalability of the solution?
There were no scalability issues, but this is mostly about the architecture and how the system was rolled-out. This is not a reflection on the product itself.
Which solution did I use previously and why did I switch?
We used many local solutions. We switched in order to centralize and globalize so we could achieve better business satisfaction and save on our budget.
How was the initial setup?
The installation was straightforward. We set up the integration and configuration changes can be easily modified and adjusted.
What's my experience with pricing, setup cost, and licensing?
Depending on the number of users, you can get an incredibly good offer compared to other products.
What other advice do I have?
The product has very good quality to price, has a stable and powerful configuration, and allows your business to fulfill the required processes.
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Senior Network Engineer at accrets
Fast and responsive system that can handle large numbers of users
Pros and Cons
- "Oracle CRM is very, very stable, one of the most stable products I've used in my career, and doesn't require much maintenance."
- "A specialized team is required for managing Oracle, which is extra overhead for the customer."
What is our primary use case?
Oracle CRM is primarily used as a backend database for applications and for maintaining an archive of customer data.
What is most valuable?
Oracle CRM's most valuable features are that it can accommodate a large number of users and is fast and responsive.
What do I think about the stability of the solution?
Oracle CRM is very, very stable, one of the most stable products I've used in my career, and doesn't require much maintenance. However, a specialized team is required for managing Oracle, which is extra overhead for the customer.
What do I think about the scalability of the solution?
This solution is very scalable - it can be scaled on the fly and be upgraded and downgraded.
How are customer service and support?
Oracle's technical support is very good.
How was the initial setup?
The initial setup is straightforward and fast if the person installing it is a professional. Unlike SAP, Oracle has a limited number of modules, making installation more straightforward.
What's my experience with pricing, setup cost, and licensing?
Oracle is very expensive, but you have to pay to get this kind of scalability and database flexibility.
What other advice do I have?
I wouldn't recommend Oracle CRM for everybody, but it's good for those with big requirements. I would rate CRM as eight out of ten.
Which deployment model are you using for this solution?
On-premises
Disclosure: My company has a business relationship with this vendor other than being a customer: Integrator
Knowledge and associate at a consultancy with 1,001-5,000 employees
Beneficial interface, installation not difficult, but data visualization need improvement
Pros and Cons
- "We are most comfortable with the user interface that Oracle CRM has, it is very good."
- "The data visualization should be better in Oracle CRM."
What is our primary use case?
I consult clients mostly in the hospitality sector that use Oracle CRM.
What is most valuable?
We are most comfortable with the user interface that Oracle CRM has, it is very good.
What needs improvement?
The data visualization should be better in Oracle CRM.
For how long have I used the solution?
I have been using Oracle CRM for approximately two years.
What do I think about the stability of the solution?
Oracle CRM is stable.
What do I think about the scalability of the solution?
I have found the scalability of Oracle CRM to be good.
We have approximately 2,000 end users using this solution.
Which solution did I use previously and why did I switch?
I have previously used Microsoft Dynamics and I have found it to be better than Oracle CRM.
How was the initial setup?
I have not done the implementation myself but I think that it is not that difficult.
What about the implementation team?
We have a business technology team that does the implementation of the solution.
What's my experience with pricing, setup cost, and licensing?
There are licenses needed to use this solution and they are managed by our product team.
What other advice do I have?
I rate Oracle CRM a seven out of ten.
Which deployment model are you using for this solution?
Public Cloud
Disclosure: I am a real user, and this review is based on my own experience and opinions.
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Updated: January 2025
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