Oracle CRM and Oracle Fusion Service compete in the enterprise software market, focusing on customer relationship management with varying deployment models. Oracle Fusion Service appears to have the upper hand due to its cloud-based architecture, offering more adaptability and efficiency.
Features: Oracle CRM provides extensive functionality with features like a robust integration framework, strong customization, and powerful analytics tools beneficial for sales and case management. It's advantageous for industry-specific solutions. Oracle Fusion Service stands out with its cloud-native design, providing enhanced AI capabilities, comprehensive functionality across HR and finance domains, and ease of global deployment.
Room for Improvement: Oracle CRM faces challenges in terms of integration and customization, with reported issues in data visualization and user interface design leading to a need for enhanced user experiences. Technical support speed is also a concern. Oracle Fusion Service could improve its documentation and simplify its UI for new users, as some modules lack full maturity and require stability.
Ease of Deployment and Customer Service: Oracle CRM offers flexibility in deployment with on-premises, public, private, and hybrid cloud options, but this can complicate support interactions. Oracle Fusion Service's cloud-based focus allows for faster deployment and better technical support, although both systems sometimes experience slow customer service response times.
Pricing and ROI: Oracle CRM is often considered expensive, with costs based on user numbers and module licensing, but users note potential high ROI upon full deployment despite high ongoing costs. Oracle Fusion Service implements a scalable SaaS model with flexible subscription pricing, offering good ROI through operational efficiencies and process improvements.
Within CRM, I have worked on B2C service and sales extensively.
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.
Initially, we had ten ERPs, and I have added more since.
Regarding scalability, the solution provides useful configurations that clients can utilize effectively.
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.
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.
Regarding licensing cost, according to each country's conditions, for Egypt, it's so expensive.
I think it's expensive, yet it does not pose a threat, making it costly for my enterprise.
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.
For HCM, it makes the life of users easier for self-service, payroll run, and applying tax according to the country, where different tax laws according to the country are very easy in Fusion.
| Product | Market Share (%) |
|---|---|
| Oracle CRM | 1.1% |
| Oracle Fusion Service | 0.8% |
| Other | 98.1% |
| Company Size | Count |
|---|---|
| Small Business | 17 |
| Midsize Enterprise | 2 |
| Large Enterprise | 22 |
| Company Size | Count |
|---|---|
| Small Business | 9 |
| Midsize Enterprise | 6 |
| Large Enterprise | 22 |
On demand CRM with contextual intelligence, adaptive business planning, and analytics. Supports cloud integration with Outlook and mobile devices, as well as sales and marketing applications. Multi-tenancy or single-tenancy options available.
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