Oracle CRM vs SAP Service Cloud comparison

Oracle and SAP are both solutions in the CRM category. Oracle is ranked #7 with an average rating of 8.0, while SAP is ranked #36 with an average rating of 8.0. Oracle holds a 1.1% mindshare in CRM, compared to SAP’s 0.4% 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 42 Oracle CRM reviews

2,530 Views
2,024 Comparison Views

90% willing to recommend

SAP Service Cloud

Read 1 SAP Service Cloud review

806 Views
516 Comparison Views

100% willing to recommend

Oracle CRM

SAP Service Cloud

Comparison Buyer's Guide

Download the report

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, Zoho and others in CRM.

To learn more, read our detailed CRM Report (Updated: March 2026).

Buyer's Guide

CRM

March 2026

Download the complete report

Helped 885,376 peers since 2012

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

7th

Average Rating

7.8

Reviews Sentiment

6.4

Number of Reviews

Ranking in other categories

Marketing Automation (5th)

SAP Service Cloud

Ranking in CRM

36th

Average Rating

8.0

Reviews Sentiment

1.0

Number of Reviews

Ranking in other categories

Customer Experience Management (19th)

Mindshare comparison

As of April 2026, in the CRM category, the mindshare of Oracle CRM is 1.1%, down from 3.2% compared to the previous year. The mindshare of SAP Service Cloud is 0.4%, up from 0.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM Mindshare Distribution
Product	Mindshare (%)
Oracle CRM	1.1%
SAP Service Cloud	0.4%
Other	98.5%

CRM

Featured Reviews

reviewer2758776

IT Consultant at a tech services company with 51-200 employees

Has improved process coverage and integration while offering strong analytics and user experience

The analytics and reporting functionalities of Oracle CRM are good. I would rate them eight to nine out of ten, but it slightly falls behind Salesforce, which is much more advanced in terms of meeting the process and analytics part. The integration of Oracle CRM with other Oracle applications is seamless; that's not a problem at all. 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. The multichannel service support has an impact on my customer service operations.

Read full review

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.

Read full review

Quotes from Members

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

Pros

"The most valuable features of the solution are that it is user-friendly and the fact that the database handling is much better, like any other Oracle solution."

"During the demos, Oracle CRM's natural language search feature stood out to me. It departs from the traditional menu-based options, making searches more intuitive. Another significant feature is their Common Data Platform. Including an accounting package as part of the full platform was also appealing."

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

"The solution is smooth, easy to use, easy to customize and it has many features, plus there are regular updates."

"CRM's performance is good, we've never faced any issues with it."

"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."

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

"We implement for the customers and they were benefited by having a better 360-degree customer view, a reduced operation cost, an improved market spending and tracking its effectiveness, quick go-to-market, improved sales, SLA-based servicing etc."

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 solution's mobile app needs to be enriched with more functionalities in the future."

"The product is not intuitive."

"A specialized team is required for managing Oracle, which is extra overhead for the customer."

"The support for this solution is not great. Our queries have taken a long time to be resolved so we no longer rely on Oracle support."

"The licensing is expensive."

"I'd like to see more feature enhancements."

"Oracle CRM can improve integration and performance."

"Improvements could be made in automating certain tasks, such as automatically notifying me via email when a customer has signed off on a proposal. Some of these features require payment, but including them in the basic package for smaller companies would be beneficial."

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

"The solution is expensive."

"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."

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

"The product’s pricing is very high."

"Every year, we have new users, and we get new licenses. It depends on various things such as the number of users and expansion of our business lines."

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

"The licensing is on a yearly basis."

"Oracle is very expensive, but you have to pay to get this kind of scalability and database flexibility."

More Oracle CRM pricing and cost advice

Information not available

See which vendors are best for you

Use our free recommendation engine to learn which CRM solutions are best for your needs.

See recommendations

885,376 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

University

11%

Financial Services Firm

11%

Manufacturing Company

Educational Organization

Retailer

15%

Construction Company

11%

Computer Software Company

Comms Service Provider

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	17
Midsize Enterprise	2
Large Enterprise	23

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...

See all answers

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.

See all answers

What needs improvement with Oracle CRM?

I wouldn't say that the deployment was the time-consuming aspect that is the room for improvement; our organizational processes were so complex that they needed to be mapped properly to the solutio...

See all answers

What needs improvement with SAP Service Cloud?

See all answers

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...

See all answers

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...

See all answers

Comparisons

Salesforce Sales Cloud vs Oracle CRM

Compared 10% of the time

Siebel CRM vs Oracle CRM

Compared 9% of the time

Microsoft Dynamics CRM vs Oracle CRM

Compared 9% of the time

SAP CRM vs Oracle CRM

Compared 8% of the time

SugarCRM Platform vs Oracle CRM

Compared 6% of the time

More Oracle CRM Competitors

ServiceNow Customer Service Management vs SAP Service Cloud

Compared 54% of the time

SAP CRM vs SAP Service Cloud

Compared 46% of the time

More SAP Service Cloud Competitors

Product Reports

Buyer's Guide

Oracle CRM

March 2026

Download Oracle CRM product report

Buyer's Guide

Customer Experience Management

March 2026

Download SAP Service Cloud product report

Also Known As

Market2Lead

No data available

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, Zoho and others in CRM. Updated: March 2026.

DOWNLOAD NOW

885,376 professionals have used our research since 2012.

See our list of best CRM vendors.

We monitor all CRM reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.