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Oracle CRM vs Oracle Fusion Service comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Jul 27, 2025

Review summaries and opinions

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

ROI

Sentiment score
4.5
Oracle CRM users report improved efficiency and cost savings, though exact ROI varies and is often user-reported.
Sentiment score
6.9
Oracle Fusion Service enhances ROI by improving customer experiences, reducing costs, and offering personalized payment models for efficiency.
Within CRM, I have worked on B2C service and sales extensively.
 

Customer Service

Sentiment score
6.2
Oracle CRM's customer support is praised for availability but criticized for slow responses and inconsistent issue resolution.
Sentiment score
5.6
Oracle Fusion Service is well-rated but needs improvement in response times and staff expertise, despite effective escalation options.
Sometimes the technical support is knowledgeable and helpful.
Customer service varies as sometimes I receive a good response, and other times I need to escalate issues and involve engineers from Oracle in an OWC session.
 

Scalability Issues

Sentiment score
7.3
Oracle CRM is scalable, adaptable for varying business needs, but on-premises setups may need additional investments for infrastructure.
Sentiment score
8.2
Oracle Fusion Service is highly scalable and adaptable, supporting thousands of users effortlessly with flexible licensing and cloud support.
Initially, we had ten ERPs, and I have added more since.
Regarding scalability, the solution provides useful configurations that clients can utilize effectively.
 

Stability Issues

Sentiment score
7.5
Oracle CRM is highly rated for stability, despite installation challenges and minor glitches that don't affect operations significantly.
Sentiment score
8.0
Oracle Fusion Service is praised for stability and performance, though improvements are needed in the Sandbox area.
We haven't really had any technical challenges with Oracle CRM.
Regarding the stability of Oracle CRM, nobody is facing any major issues in terms of infrastructure problems whether it is Oracle CRM, Salesforce, or SAP CRM; they are all the same, especially with cloud-based SaaS.
If work continues for a long time without publishing, it tends to get corrupted, requiring deletion and rework from the ground up.
 

Room For Improvement

Oracle CRM struggles with outdated UI, slow performance, integration issues, high costs, and inadequate support, needing significant enhancements.
Oracle Fusion Service requires better customization, UI enhancements, integration, cost-efficiency, documentation clarity, mobile development, and improved customer experience features.
It's already integrated into our environment, so moving to something else will require a massive investment and change in strategy that we as an organization are not prepared to embark on just yet.
When a client asks for any support, they're often in real trouble and need a prompt response.
The AI feature needs improvement.
When dealing with bulk data uploads via a BDI process, some records occasionally fail, requiring me to debug and reprocess them.
Simpler integration capabilities.
It is currently restricted to Groovy scripting.
 

Setup Cost

Oracle CRM is costly, best for top-tier companies, with scalable pricing and possible discounts on long-term contracts.
Oracle Fusion Service pricing is flexible but perceived as high, with varying opinions on its competitiveness and cost-effectiveness.
I think it's expensive, yet it does not pose a threat, making it costly for my enterprise.
 

Valuable Features

Oracle CRM offers customizable, cloud-based solutions with robust integrations, praised for stability, scalability, and comprehensive CRM functionalities.
Oracle Fusion Service provides comprehensive omni-channel communication, advanced AI features, and customizable tools for seamless, scalable customer service.
The biggest advantage of Oracle CRM for me is the process coverage, ease of use, the UI, and obviously a good amount of analytics; these are the few strengths and seamless integration with any platform.
Currently it's meeting all our needs, hence the migration about six months ago that we moved from on-premise to OCI, to the cloud-based platform to add additional capacity and analytics.
The solution serves end-to-end customer relationship management which includes sales cloud, e-commerce cloud, and marketing cloud.
The company has invested in ERP Cloud, and the seeded APIs and VIP features allow for customization using Groovy script.
Based on utilizing Groovy scripts and JavaScript, we can integrate with other external systems.
There is also a focus on maintaining efficiency, and it is a significant time saver.
 

Categories and Ranking

Oracle CRM
Ranking in CRM
8th
Average Rating
7.8
Reviews Sentiment
6.5
Number of Reviews
41
Ranking in other categories
Marketing Automation (5th)
Oracle Fusion Service
Ranking in CRM
12th
Average Rating
8.6
Reviews Sentiment
6.9
Number of Reviews
34
Ranking in other categories
CRM Customer Engagement Centers (4th), Marketing Management (7th)
 

Mindshare comparison

As of October 2025, in the CRM category, the mindshare of Oracle CRM is 1.4%, down from 3.4% compared to the previous year. The mindshare of Oracle Fusion Service is 0.8%, down from 1.3% compared to the previous year. It is calculated based on PeerSpot user engagement data.
CRM Market Share Distribution
ProductMarket Share (%)
Oracle CRM1.4%
Oracle Fusion Service0.8%
Other97.8%
CRM
 

Featured Reviews

Erick Kathurima - PeerSpot reviewer
Seamless integration supports comprehensive customer management
I use Oracle CRM for sales purposes The solution serves end-to-end customer relationship management which includes sales cloud, e-commerce cloud, and marketing cloud. This includes reporting and advanced analytics capabilities. The AI feature needs improvement. The technical support also has…
Dhivakar I - PeerSpot reviewer
Have faced persistent configuration issues and performance delays that slow down large workflows
From a developer's perspective, it could be more open for programming language configurations. It is currently restricted to Groovy scripting. While UI and UX designs are open to JavaScript configurations, there are restrictions on certain functions that can be used. The solution could be enhanced to better serve customers when dealing with complex programs. The customer's websites face issues with loading properly, and response time gets longer when implementing larger workflows. This could be improved to achieve lower response times even with larger workflows involving multiple system integrations and complex architecture. The agent decay capabilities need improvement in future releases. Currently, there are some agent decay configurations available for developers to implement, but this area needs enhancement. Performance issues exist in the Sandbox area. The Sandbox is a trial area for configurations, but if work continues for a long time without publishing, it tends to get corrupted, requiring deletion and rework from the ground up. This has caused significant rework and effort multiple times. Technical support can be challenging to work with. When facing product-related issues or configuration problems, the support experience varies. Sometimes the technical support is knowledgeable and helpful, but often they redirect problems elsewhere and cause delays in resolution.
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Top Industries

By visitors reading reviews
University
13%
Financial Services Firm
10%
Educational Organization
9%
Computer Software Company
9%
Manufacturing Company
10%
Financial Services Firm
9%
Healthcare Company
9%
Computer Software Company
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business17
Midsize Enterprise2
Large Enterprise22
By reviewers
Company SizeCount
Small Business10
Midsize Enterprise6
Large Enterprise21
 

Questions from the Community

What do you like most about Oracle CRM?
The most valuable feature is the ability to automatically enrich deals by connecting to APIs. This allows me to gather additional information about companies, number of employees, and data from the...
What is your experience regarding pricing and costs for Oracle CRM?
The price of Oracle CRM in Vietnam is high, which is a concern. Clients must buy the license once, and if there are updates in the year, they need to buy the new version.
What needs improvement with Oracle CRM?
Oracle CRM's technical support is not that great sometimes. It could be improved with better quality for response time and empathy with the client's operations. When a client asks for any support, ...
What needs improvement with Oracle Service Cloud?
I would like to see more AI usage, enhanced personalization capabilities, and simpler integration capabilities.
 

Also Known As

Market2Lead
Oracle Service Cloud, Oracle RightNow
 

Overview

 

Sample Customers

Turk Telekom, yoo Ltd , Mobilitec, Sanipex Group, ec4u expert consulting AG, Hover Automotive India Pvt. Ltd., Lawn Tennis Association, Geodis, Freedom Technology
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.
Find out what your peers are saying about Oracle CRM vs. Oracle Fusion Service and other solutions. Updated: September 2025.
870,623 professionals have used our research since 2012.