We performed a comparison between Oracle Fusion Service, Salesforce Service Cloud, and SAP CRM based on real PeerSpot user reviews.
Find out what your peers are saying about monday.com, Microsoft, Salesforce and others in CRM."It has provided a faster turnaround time. We were able to automate a number of transactional tasks and return that extra time to taking care of customers."
"Everything is managed by Oracle, so they have security in place."
"The solution changes the way clients work to make it easier and faster."
"The solution is completely cloud-based and very easy to access from anywhere."
"The most valuable feature of the solution is that a company can maintain all of its HR data without any issues."
"Stable and scalable with good technical support."
"Previously, my clients used a smaller ERP system, not a major one. However, they have now transitioned to Oracle, which provides them with a more extensive range of options. Unlike before, it's now an integrated system that covers various aspects, including finance, supply chain management, and other functionalities."
"Oracle Service Cloud could improve the integration for older platforms."
"The product's initial setup phase was straightforward."
"It's a cloud tool, so it is easy to set up."
"The strength lies in its ability to work cohesively with other systems, creating a centralized hub that enhances efficiency and collaboration across various functionalities within our organization."
"The plug-ins that work with other standard systems have made the product industry-ready."
"The interface is quite user-friendly."
"The most valuable feature of Salesforce Service Cloud is its ease of use."
"The three major pillars of Salesforce Service Cloud are the SSL, Chatter, and the Dispatcher Console, which routes calls to the technicians."
"We use Salesforce Service Cloud for lead management and opportunity management."
"The platform is highly scalable."
"We get very good support from SAP."
"SAP is very easy to use."
"SAP CRM is a scalable solution."
"SAP CRM's most valuable at a branch level."
"The most important factor for recommending SAP CRM is its integration with the core SAP platform. Globally, most enterprises are using SAP as an ERP platform to manage their key business functions. SAP CRM has out-of-the-box integration with the core SAP platform. You can integrate your pre-sales and post-sales into the single platform on the SAP CRM very easily, and you can extend that CRM to your customers who can actually see what is happening to their orders—such as whether it is dispatched or not dispatched or at what stage it is—simply by logging onto the CRM platform."
"The most valuable feature is lead management and integration."
"The user interface is excellent."
"The product must provide modules for operations management."
"There are specific areas that would be beneficial to enhance and improve, especially its financial functionality, search capabilities, chat features, and content articles."
"We built some custom code to make a few functions easier. Oracle needs to look at what the customers do and integrate them into the product."
"Oracle Service Cloud could improve the integration for older platforms."
"Oracle counts users for licensing purposes, regardless of their roles or usage patterns. This process could be better."
"Oracle changed the means by which users are created in the system. I would like this to be easier to implement."
"The solution’s reporting could be improved."
"Delivering the solution to clients can be quite complex and requires highly trained technicians with expertise."
"The documentation could be improved."
"The product's high price is an area of concern where improvements are required."
"The main concern for me revolves around the speed of certain integrations."
"The product should be capable of delivering complex reports as per company requirements without the need for a Tableau license."
"Salesforce should include maps as a default offering so that, as a customer, I can view where the technician is on the geographical map."
"The pricing of the solution can be made cheaper."
"Knowledge Management platform could use some intelligence improvements. Data mining techniques for recommending the most relevant knowledge articles would be beneficial. Currently, that selection process is more administrative. AI could be used here."
"The integrations with other solutions can be improved."
"There is no scope for integration because SAP does not allow any personal integration."
"The solution is slow."
"The solution needs more flexible customization, tender request, and they need to think about some of the localization aspects."
"Previously, the SAP CRM used to use simple servers, but now SAP uses HANA. The problem with the HANA databases is their interoperability with other solutions. SAP CRM could improve by working better with other solutions."
"Our users are using it primarily from their laptop browser and very few are using it on their mobile because the mobile is not that user-friendly."
"The integration of SAP CRM with the SAP platform is relatively easier as compared to any other third-party product. If you go for any other third-party product, you will have a lot of challenges in terms of integration."
"There is a lot of missing data and data latency issues between the different modules of SAP CRM, which creates a lot of problems."
"In terms of visibility of the data, there's a very limited set that we have access to and sometimes it's very difficult and not user-friendly to analyze from front end to back end. It's the biggest challenge, even if I'm working with an organization where we've implemented SAP."
