Oracle CRM vs SAP Service Cloud comparison

Oracle and SAP are both solutions in the CRM category. Oracle is ranked #8 with an average rating of 7.7, while SAP is ranked #32 with an average rating of 8.0. Oracle holds a 1.4% mindshare in CRM, compared to SAP’s 0.6% mindshare. Additionally, 90% of Oracle users are willing to recommend the solution, compared to 100% of SAP users who would recommend it.

Oracle CRM

Read 41 Oracle CRM reviews

1,602 Views
1,394 Comparison Views

90% willing to recommend

SAP Service Cloud

Read 1 SAP Service Cloud review

482 Views
294 Comparison Views

100% willing to recommend

Oracle CRM

SAP Service Cloud

Comparison Buyer's Guide

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Executive Summary

We performed a comparison between Oracle CRM and SAP Service Cloud based on real PeerSpot user reviews.

Find out what your peers are saying about Microsoft, Salesforce, SAP and others in CRM.

To learn more, read our detailed CRM Report (Updated: October 2025).

Buyer's Guide

CRM

October 2025

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Review summaries and opinions

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

Categories and Ranking

Oracle CRM

Ranking in CRM

8th

Average Rating

7.8

Reviews Sentiment

6.5

Number of Reviews

Ranking in other categories

Marketing Automation (5th)

SAP Service Cloud

Ranking in CRM

32nd

Average Rating

8.0

Reviews Sentiment

1.0

Number of Reviews

Ranking in other categories

Customer Experience Management (17th)

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 SAP Service Cloud is 0.6%, up from 0.0% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM Market Share Distribution
Product	Market Share (%)
Oracle CRM	1.4%
SAP Service Cloud	0.6%
Other	98.0%

CRM

Featured Reviews

Erick Kathurima

CIO at Clarinox Technologies

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…

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Mo Sayed

SAP enterpise cloud architect at ECC Experienced Certified Consulting

Have built intelligent workflows and accelerated lead conversion through embedded AI and process integration

There's definitely room for process improvement in SAP Service Cloud. In my opinion, what can be better in SAP Service Cloud includes having the data center existence properly implemented. Not all cloud solutions are present in data centers. While we evaluate the product, we have to check the existence of the product in all nearest data centers. For example, while I check the data center through the Trust Center on SAP's website, I found that most cloud solutions are installed in Riyadh, but they are missing some very important tools such as LeanIX, which is not existent in Saudi Arabia. E-commerce solutions are also missing, and some aspects of C4C, such as Customer Data Cloud, are not present in many data centers. Not all components in cloud solutions exist in key centers in the Middle East and North Africa. They evaluate demand before installation, but having all solutions in the center point could encourage sales cycles.

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Quotes from Members

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

Pros

"It is very simple."

"It has a wide variety of use cases."

"Oracle CRM is very, very stable, one of the most stable products I've used in my career, and doesn't require much maintenance."

"Everything related to insights and dashboards is valuable. It is great for tracking all the effort and generating reports."

"The solution is scalable."

"Technical support is very fast. It's customer friendly."

"The most important feature is the ability to assign a plan using the manual close function."

"It helps our company interact with our customers, track leads and opportunities, determine how many opportunities are transferred into actual sales, and other such areas."

More Oracle CRM pros

"The embedded AI inside SAP, called Business AI, impacts decision-making and resolution times significantly, working as a smart conversational chat in Joule to create dashboards and compare historical data with sales forecasts."

Cons

"The licensing is expensive."

"The product is not intuitive."

"Customization is an area in the solution that takes too much time. So, it needs to be improved."

"I think Oracle CRM could improve its user interface and user experience to make it more engaging. Currently, it has a more traditional enterprise look, but I believe it could benefit from more catchy and engaging colours and designs to better engage with users and stakeholders. While the capabilities might be there, the interface may not be very inviting for first-time users."

"The product is complicated to use for new users."

"Oracle CRM should have more integration with different platforms."

"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."

"The cost can be a bit more expensive compared to other options."

More Oracle CRM cons

"Not all components in cloud solutions exist in key centers in the Middle East and North Africa."

Pricing and Cost Advice

"It is not cheap. It is more suitable for big companies."

"There are licenses needed to use this solution and they are managed by our product team."

"The product’s pricing is very high."

"We were able to get a ten-year contract for a very good discount with our three platforms together with Oracle."

"On a scale of one to ten, where one is cheap, and ten is expensive, I rate the pricing a twelve. Oracle CRM is on the expensive side."

"The product's pricing is manageable and flexible."

"Shifting from traditional licensing and monthly maintenance fees to a subscription-based, pay-as-you-use model offers several advantages. This approach only charges me for my transactions, aligning costs with business performance. As my company grows, the software provider's revenue grows proportionally to the increased usage. The cost and suitability of Oracle CRM depend on factors like location, industry, and compliance needs. It may be more common for US companies to use Oracle CRM and European ones to use SAP."

"The pricing for licensing is pretty expensive. If you need one particular feature it becomes expensive to have to continue paying for it."

More Oracle CRM pricing and cost advice

Information not available

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Top Industries

By visitors reading reviews

University

13%

Financial Services Firm

11%

Educational Organization

Computer Software Company

No data available

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	17
Midsize Enterprise	2
Large Enterprise	22

No data available

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...

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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.

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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, ...

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What needs improvement with SAP Service Cloud?

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What is your primary use case for SAP Service Cloud?

I have experience working with Sales Cloud and Service Cloud. I am working as an Enterprise Architect, so I could evaluate whatever is needed in SAP. We are working as a partner with SAP in the Mid...

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What advice do you have for others considering SAP Service Cloud?

The pricing for SAP Service Cloud is not the cheapest globally; it is a bit expensive compared to alternatives. The most challenging part about SAP is the pricing because SAP sells their cloud serv...

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Comparisons

Siebel CRM vs Oracle CRM

Compared 28% of the time

SAP CRM vs Oracle CRM

Compared 24% of the time

Salesforce Sales Cloud vs Oracle CRM

Compared 13% of the time

Microsoft Dynamics CRM vs Oracle CRM

Compared 11% of the time

Oracle Eloqua vs Oracle CRM

Compared 8% of the time

More Oracle CRM Competitors

ServiceNow Customer Service Management vs SAP Service Cloud

Compared 53% of the time

SAP CRM vs SAP Service Cloud

Compared 47% of the time

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Product Reports

Buyer's Guide

Oracle CRM

October 2025

Download Oracle CRM product report

Buyer's Guide

Customer Experience Management

September 2025

Download SAP Service Cloud product report

Also Known As

Market2Lead

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Overview

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.

Oracle

SAP Service Cloud, SAP's cloud-based customer service management solution, aims to revolutionize customer service by facilitating strong connections throughout the customer journey. It prioritizes faster issue resolution and enhanced customer experiences. Key functionalities include intelligent case management, omnichannel support, and tools for agent productivity, ensuring an agile and connected service experience. Businesses leveraging SAP Service Cloud can anticipate benefits such as increased customer satisfaction, improved service efficiency, and valuable insights derived from data analysis. Additionally, the webpage offers options to explore product demos for practical understanding, as well as insights into the latest features and product roadmap for staying updated on the platform's capabilities.

SAP

Sample Customers

Turk Telekom, yoo Ltd , Mobilitec, Sanipex Group, ec4u expert consulting AG, Hover Automotive India Pvt. Ltd., Lawn Tennis Association, Geodis, Freedom Technology

INICOM, Dulux

Find out what your peers are saying about Microsoft, Salesforce, SAP and others in CRM. Updated: October 2025.

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