We performed a comparison between Microsoft Dynamics 365 Customer Service and Siebel CRM based on real PeerSpot user reviews.
Find out in this report how the two CRM solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."I mainly do customer management, setting records, and things like that."
"Integration is seamless. I have integrated Microsoft Dynamics customer service with other systems."
"Offers integration with hosted solutions."
"There was a situation where we needed to integrate our system with other platforms quickly. Typically, this process would require using middleware or additional testing tools. However, integration was easy because we were using Microsoft Dynamics 365 Customer Service, which is a Microsoft product. It has built-in connectors that integrate with Microsoft systems, making the process much easier."
"I liked the solution's web version and user interface."
"The data is always available to the users regardless of location because of the tool's cloud-based nature. The solution is highly stable. I rate it a perfect ten. The product is highly scalable Microsoft Dynamics 365 Customer Service stands out due to its rich features, ease of deployment, and straightforward licensing structure."
"The insights are quite helpful."
"It has easy-to-use customization features."
"Siebel is easy to configure and comes with various pre-built industry verticals, so it doesn't require much effort. If you want to roll out Siebel in telecom or manufacturing, they have the verticals."
"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."
"Due to the many features that are built in from a CRM perspective, it is the best product we have."
"The solution's order management pack is quite fantastic."
"Siebel CRM's most beneficial aspects are the workflows. It has complete holistic workflows for a customer management system."
"The flexibility is very good."
"Siebel CRM has a strong database model, workflow and integration tools."
"Siebel offers a high level of customization which has been valuable. The solution also offers the ability to model complex products."
"The things that are needed are not available in the documentation."
"They could add a new chart or dashboard for visualization in the product."
"The product is expensive. It keeps improving. Once you've invested a lot in it, switching to a different system is hard."
"I didn't like the solution very much because its functionality is a bit typical and old-fashioned, and the entire system needs upgrading."
"The technical support should be dramatically improved."
"The product doesn’t meet standard functionality. There should be enough features included in it."
"The product could be serverless."
"They could improve the components to be more user-friendly. It needs to be more interactive for new users to operate."
"Siebel CRM can improve as an ERP and for a few corporate business workloads."
"The backend performance of Siebel could be improved as it is often slow. In addition, the Open UI is not that responsive."
"Currently, Siebel CRM is not helping the agent provide faster feedback to the customer."
"The user interface, mobile application, and support could be improved."
"It is difficult to set up."
"The problem with Siebel is that everything is customizable in it. It's probably over-engineered, which makes it difficult to use, and it makes it difficult for the users to get started with the system."
"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."
"The UI could be improved by being fully cloud native as this is what our customers are looking for. It would also be great to see what updates are coming up for release and for updates to take place automatically without manual intervention."
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Microsoft Dynamics 365 Customer Service is ranked 18th in CRM with 14 reviews while Siebel CRM is ranked 5th in CRM with 17 reviews. Microsoft Dynamics 365 Customer Service is rated 8.0, while Siebel CRM is rated 7.8. The top reviewer of Microsoft Dynamics 365 Customer Service writes "A stable solution that can be used for regular office communication, collaboration, and office documentation". On the other hand, the top reviewer of Siebel CRM writes "Comes with complaint management feature but improvement is needed in UI ". Microsoft Dynamics 365 Customer Service is most compared with Zendesk, whereas Siebel CRM is most compared with Microsoft Dynamics CRM, SAP CRM, Oracle CRM, Oracle CX Sales and Salesforce Sales Cloud. See our Microsoft Dynamics 365 Customer Service vs. Siebel CRM report.
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