The most valuable features of Siebel CRM include its data model, flexibility, stability, scalability, ease of customization, pre-built industry verticals, holistic workflows, and high level of customization.
It is praised for its ability to distribute information between systems, trouble ticketing, and case management. Users appreciate the reliability and availability of the system, as well as the ease of developing and customizing functionalities.
The solution is also commended for its scalability and the support provided by the upper-level team. Additionally, Siebel CRM offers the ability to model complex products.
- "One valuable feature is that certain views can be adjusted as per our requirements, which adds a level of customization that is appreciated."
- "Siebel CRM has enhanced customer engagement for our organization, particularly through its robust data model and flexible features. One specific scenario where Siebel CRM excelled was in addressing complex client requirements. For instance, we successfully implemented a module for email responses, a feature that was not readily available or as robust as other CRM tools. Additionally, Siebel's open UI module allowed us to customize the user interface for one of our clients completely. This customization proved to be a major selling point for our company."
- "The tool's complaint management feature is very good. We used a CRM before, which lacked the integrations, so complaints had to be handled manually. With Siebel CRM, we have better integrations and can resolve complaints with a few clicks.When you're in the service industry, tasks matter a lot, especially when you have to access multiple systems to address issues. Being a bank, we currently have around 17 operational systems. It's not feasible to expect users to access them individually to make the necessary changes."
Improvements needed for Siebel CRM include enhancing the user interface with a more intuitive design and incorporating a vanilla application. The documentation and clarity of the solution should be improved, particularly for new users who may find it challenging to understand.
The support and development tools could also be enhanced to provide a better user experience. Additionally, Siebel CRM could benefit from becoming fully cloud-native, offering automatic updates without manual intervention. As a CRM solution, it is considered somewhat outdated compared to cloud-based alternatives.
Simplifying the setup process, improving backend performance, and addressing responsiveness issues with the Open UI are also areas for improvement. Reducing customization capabilities and the associated technical debt would help prevent system slowdowns.
Lastly, lowering the cost of the solution would attract more customers.
- "Siebel is not user-friendly."
- "Oracle needs to improve its support. The major drawback I've observed with Siebel CRM is that Oracle hasn't taken appropriate steps to improve it since 2019. We noticed a steep downfall because Oracle was slow to roll out upgrades like Open UI. By the time these upgrades were available, the market had shifted to cloud solutions, which competitors were already providing much earlier."
- "Siebel CRM should improve its UI. Because it's all about the customer experience and how the customer experiences it, the internal customer is more important for CRM than the people handling the company. So, you get frustrated if you don't have a very good user interface and user experience."
