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Oracle Fusion Service vs SAP CRM vs Salesforce Sales Cloud comparison

 

Comparison Buyer's Guide

Executive Summary

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
7.5
Oracle Fusion Service enhances customer experience, reduces costs, and offers substantial ROI, supported by integrated reporting and strong partnerships.
Sentiment score
6.7
Salesforce Sales Cloud boosts data visibility, efficiency, team collaboration, and productivity, enhancing nonprofits' fundraising and grant competitiveness.
Sentiment score
6.6
Sales and revenue increased; operational efficiency justifies costs, but Salesforce suits large organizations more than smaller ones long-term.
Many first-time CRM users are unaware of all features and best practices, so we guide them with use cases, sample work, or sometimes create a POC to show them how their system will look and the expected outcomes.
Salesforce Sales Cloud is a fantastic tool but requires disciplined data entry by sales personnel and operations teams to maintain data quality.
 

Customer Service

Sentiment score
6.0
Oracle Fusion Service's customer support is knowledgeable but slow, with service rated 7-9/10 and regional disparities noted.
Sentiment score
7.0
Salesforce Sales Cloud's support is efficient and helpful when paid, but free support is slow and basic.
Sentiment score
7.0
Customer service is responsive and reliable, with 24/7 support, although customization and response times can vary.
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.
Support requires a subscription and when taken, the service is pretty nice.
I am satisfied with their response time and quality.
 

Scalability Issues

Sentiment score
8.3
Oracle Fusion Service is highly scalable, supporting seamless expansion for all organization sizes with high user satisfaction ratings.
Sentiment score
7.7
Salesforce Sales Cloud is scalable and adaptable across organizations but faces challenges with performance and licensing impact on scalability.
Sentiment score
8.1
SAP CRM excels in scalability, efficiently supporting numerous users and large data volumes while integrating various business functions.
Initially, we had ten ERPs, and I have added more since.
Salesforce Sales Cloud is totally cloud native, requiring no additional effort for scalability.
Salesforce is highly scalable and operates efficiently.
We handle a huge amount of data in our CRM without any problems.
 

Stability Issues

Sentiment score
8.1
Oracle Fusion Service is highly stable, supporting large-scale operations with minimal disruptions and proactive management of minor outages.
Sentiment score
8.1
Salesforce Sales Cloud is stable and reliable, with high ratings, minor issues from configuration, and occasional performance slowdowns with large datasets.
Sentiment score
8.1
SAP CRM is stable and reliable, with occasional issues, but generally offers smooth operation and minimal downtime.
Salesforce Sales Cloud is very stable.
I have not experienced any degradation in Salesforce's performance.
 

Room For Improvement

Oracle Fusion Service needs improvements in user experience, pricing, integration, performance, documentation, and modern functionalities for large enterprises.
Salesforce Sales Cloud is complex and expensive, with user interface, integration, scalability, and customization challenges impacting usability.
SAP CRM requires UI enhancements, better integration, real-time analytics, increased flexibility, and modern tech adoption for future growth.
Simpler integration capabilities.
When dealing with bulk data uploads via a BDI process, some records occasionally fail, requiring me to debug and reprocess them.
Compared to AWS, it is slower, which could be a hindrance.
With today's generative AI capabilities like ChatGPT, it should be possible to directly communicate with the software rather than navigating through the entire system manually.
I am happy with SAP CRM because whenever we have requirements for changes or customization as per our needs, we get them, and the downtime is minimal.
 

Setup Cost

Oracle Fusion Service offers flexible pricing but can be costly for small businesses; efficient license management is essential.
Salesforce Sales Cloud is costly but valued for ROI, with pricing varying by edition and negotiable for discounts.
SAP CRM is costly, targeting large enterprises, with high setup costs but competitive features; price cuts could increase appeal.
I think it's expensive, yet it does not pose a threat, making it costly for my enterprise.
Without negotiation, costs can become expensive.
This happened for the first time because of the new CEO, Arundhati, who revolutionized pricing strategies, allowing discounts of 60-70% for Salesforce Sales Cloud in India.
I would rate the price for Salesforce Sales Cloud as a three, where one is a high price.
SAP CRM is not suitable for small companies because of the cost.
 

Valuable Features

Oracle Fusion Service enhances customer interaction and streamlines operations with omni-channel communication, integration, automation, and flexible customization.
Salesforce Sales Cloud enhances sales efficiency with customization, integration, automation, and analytics, appealing to organizations seeking seamless processes.
SAP CRM provides customizable reporting, seamless ERP integration, real-time data, enhancing customer management and improving business processes globally.
There are ERP connectors available for Oracle middleware, enabling seamless integration through a drag-and-drop interface.
There is also a focus on maintaining efficiency, and it is a significant time saver.
Its easy-to-navigate interface aids in delivering clear vision and organization, especially for sales and business management.
The biggest benefit of the Salesforce Sales Cloud is a centralized point, a centralized source of truth for customer-related information; you centralize all the information in a single database, and that's the biggest benefit.
The Einstein Analytics and the inbuilt reporting are very useful for keeping track of pipeline movement.
If there is any error in our machine, a log is automatically generated, and from SAP CRM, we can see that the machine has problems.
 

Mindshare comparison

As of September 2025, in the CRM category, the mindshare of Oracle Fusion Service is 0.8%, down from 1.3% compared to the previous year. The mindshare of Salesforce Sales Cloud is 3.7%, down from 10.6% compared to the previous year. The mindshare of SAP CRM is 4.1%, down from 10.9% compared to the previous year. It is calculated based on PeerSpot user engagement data.
CRM Market Share Distribution
ProductMarket Share (%)
Salesforce Sales Cloud3.7%
SAP CRM4.1%
Oracle Fusion Service0.8%
Other91.4%
CRM
 

Featured Reviews

MahaboobPasha - PeerSpot reviewer
Integration enhances efficiency with good ERP Fusion Console that helps with centralization
When it comes to ERP Cloud, performance has always been an issue, especially when calling an API or a VIP publisher. I experience timeouts, which Oracle needs to improve. There have been many service requests around this, particularly last year. Although progress has been made, performance is still a concern for me. When dealing with bulk data uploads via a BDI process, some records occasionally fail, requiring me to debug and reprocess them. Enhanced performance is something that I would be interested in.
Kamal Deep - PeerSpot reviewer
Experience exceptional project enhancements and seamless automation integration
Salesforce Sales Cloud itself is a wonderful solution, and there are two different versions: Lightning and classic. The Lightning version is a new generation version compatible with any mobile device, whether it's a phone, iPad, or any size of screen. The reporting and analytics functionalities, especially with the Einstein feature, are wonderful because it allows for analysis of data regarding your opportunity pipeline, giving insight into how long it will take to close deals. This gives a great understanding of running different levels of campaigns and defining smart workflows, where if one task is done, the other task can automatically get created and assigned to different team members. This flexibility is a key benefit of Salesforce Sales Cloud. Lead management is a great feature in Salesforce Sales Cloud because if you go for enterprise and above licenses, you can define different record types. For example, if one company is into two different businesses such as real estate and car reselling, both being opposite, this can be defined in Salesforce Sales Cloud, allowing for different workflows, fields, and mechanisms that do not affect each other's operations. The predictive insight feature known as forecasting is a very old feature of Salesforce Sales Cloud, giving predictions based on your pipeline and previous opportunity closings. The new Einstein analytics feature is more advanced and is enabled with AI, providing better forecasting based on your current pipeline. Salesforce Sales Cloud is working smartly with AI to help close more deals based on opportunity stages, trends, and industries, advising on the steps to take next. Lead generation is the most important thing because every sale starts from the lead. At the lead level, different stages and resources can be defined. You can capture leads from various resources, with Salesforce Sales Cloud offering a web-to-lead feature and integrations with LinkedIn to fetch data. Once a lead is qualified and converted into opportunities, there are stages with percentages, and workflows can help in easily closing deals.
ToniaSpight-Sokoya - PeerSpot reviewer
A CRM system that helps you automate and integrate your customer data and customer facing-activities: sales, marketing, service, and e-commerce
One area for improvement is the security model, especially regarding records management retention and the audit and legal holds. Since we're in the middle of a cloud digital transformation, it's essential to ensure the system flags documents properly according to global retention policies. We need to address bugs and make sure our system fully aligns with our procedures and policies. This is crucial to prevent breaches, especially in a time when breaches are becoming more common. For instance, my personal identity was compromised four months ago when my mortgage company had a breach, and I’m still working with the FTC to clean up the damage. In my work in mortgage and financial services, I’m focused on preventing this kind of issue for our consumers and clients.
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Top Industries

By visitors reading reviews
Manufacturing Company
11%
Financial Services Firm
10%
Healthcare Company
8%
Computer Software Company
7%
Computer Software Company
11%
Financial Services Firm
9%
Manufacturing Company
9%
University
7%
Manufacturing Company
12%
University
9%
Financial Services Firm
9%
Computer Software Company
9%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business9
Midsize Enterprise6
Large Enterprise20
By reviewers
Company SizeCount
Small Business54
Midsize Enterprise26
Large Enterprise40
By reviewers
Company SizeCount
Small Business14
Midsize Enterprise5
Large Enterprise27
 

Questions from the Community

What needs improvement with Oracle Service Cloud?
I would like to see more AI usage, enhanced personalization capabilities, and simpler integration capabilities.
What do you like most about Salesforce Sales Cloud?
The features of Sales Cloud most useful for testing and running email campaigns are highly valuable.
What needs improvement with Salesforce Sales Cloud?
From a customer perspective, it's a very stable system, and people are used to its functionalities, good and bad. Imp...
What is your primary use case for Salesforce Sales Cloud?
For managing two different things, I'm managing some sales pipeline, the pipeline of sales of some products, and also...
What do you like most about SAP CRM?
Getting the right information at the right time across different programs is important. These programs lack interacti...
What is your experience regarding pricing and costs for SAP CRM?
SAP CRM is not suitable for small companies because of the cost. It is suitable for medium and large enterprise compa...
What needs improvement with SAP CRM?
Recently, the price of SAP CRM has increased, which is one concern. Another issue is that sometimes we experience slo...
 

Also Known As

Oracle Service Cloud, Oracle RightNow
Sales Cloud, SFDC, Salesforce
No data available
 

Overview

 

Sample Customers

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.
Coca-Cola Enterprises, Kuoni Global Travel Services, Financial Times, Just Eat, Jobsite, H.R. Owen, PlayerLayer, O2, DMGT, Philips, Xtreme.ie, Business Stream, Remote Asset Management, Dialogue Group
Brau Union Osterreich AG, Nu Skin Enterprises Inc., AOK Bundesverband, RAK Ceramics, NHS 24, Wholesale Sports Outdoor Outfitters, FC Bayern Munchen AG, Tumi, The Kellogg Company, MVV Energie AG, Anglian Water Services, German Football Association (DFB), Nebraska Book Company Inc.
Find out what your peers are saying about Microsoft, Salesforce, SAP and others in CRM. Updated: August 2025.
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