Oracle Fusion Service vs SAP CRM comparison

Oracle and SAP are both solutions in the CRM category. Oracle is ranked #10 with an average rating of 8.3, while SAP is ranked #3 with an average rating of 7.8. Oracle holds a 1.3% mindshare in CRM, compared to SAP’s 10.7% mindshare. Additionally, 91% of Oracle users are willing to recommend the solution, compared to 83% of SAP users who would recommend it.

Oracle Fusion Service

Read 33 Oracle Fusion Service reviews

1,094 Views
459 Comparison Views

91% willing to recommend

SAP CRM

Read 43 SAP CRM reviews

3,697 Views
3,245 Comparison Views

83% willing to recommend

Oracle Fusion Service

SAP CRM

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Executive SummaryUpdated on Apr 20, 2025

Oracle Fusion Service and SAP CRM compete in the service management and CRM categories. Oracle Fusion Service holds an edge with its omni-channel focus and robust knowledge base, while SAP CRM excels in integration, especially with SAP ERP, making it favorable for enterprises emphasizing data-driven operations.

Features: Oracle Fusion Service offers essential features like chat, co-browse, social monitor, and a comprehensive knowledge base enhanced by NLP technology. Its cloud-based structure ensures scalability and accessibility. SAP CRM shines with lead management, customizable reporting, and seamless opportunity management, complemented by its strong integration with SAP ERP.

Room for Improvement: Oracle Fusion Service requires improvements in user-friendliness, integration with legacy systems, and financial functions. Its pricing can be burdensome for smaller businesses. SAP CRM needs enhanced flexibility in customization, better mobile interface, and improved interoperability with other solutions. Both products could refine their UI and feature sets to align with changing market needs.

Ease of Deployment and Customer Service: Oracle Fusion Service offers diverse deployment options across public, private, and hybrid clouds, providing flexibility, though technical support response times need enhancement. SAP CRM offers multiple deployment routes with notable customer service, benefiting from seamless SAP ERP integration, adding value in deployment and service.

Pricing and ROI: Oracle Fusion Service presents high licensing costs, challenging smaller organizations, but offers ROI through operational efficiency. SAP CRM shares similar pricing concerns due to ongoing expenses but provides competitive pricing for large enterprises, with potential returns from its extensive CRM capabilities, especially when integrated with SAP ERP.

To learn more, read our detailed Oracle Fusion Service vs. SAP CRM Report (Updated: April 2025).

Buyer's Guide

Oracle Fusion Service vs. SAP CRM

April 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 Fusion Service

Ranking in CRM

10th

Ranking in Marketing Management

7th

Average Rating

8.6

Reviews Sentiment

7.2

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (3rd)

SAP CRM

Ranking in CRM

3rd

Ranking in Marketing Management

3rd

Average Rating

7.8

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

Local Government CRM (2nd)

Mindshare comparison

As of May 2025, in the CRM category, the mindshare of Oracle Fusion Service is 1.3%, down from 1.7% compared to the previous year. The mindshare of SAP CRM is 10.7%, up from 10.6% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM

Featured Reviews

MahaboobPasha

Solutions Architect at Western Digital

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.

Read full review

GodfreyNoel

Distribution Cordinator at Unilever Inc.

Excellent user experience with ease of use and reliable technical support

When SAP CRM does the maintenance, it can take a long time, which can impact business continuity because we have to wait for the maintenance team to finish their work. Maybe if SAP could establish how you can access the tool using a cloud-based environment that would be virtualization, that would be better.

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

"Oracle Fusion Service offers good efficiency."

"Oracle Fusion's scalability and flexibility are its most valuable features."

"Everything is managed by Oracle, so they have security in place."

"Stable and scalable with good technical support."

"There is also a focus on maintaining efficiency, and it is a significant time saver."

"Oracle Cloud Services integrates well. It has lots of APIs to integrate with other solutions, like the PBX we use from Cisco. The ability to integrate Siebel data with Cisco PBX was nice."

"Oracle's strength lies in swiftly building and deploying enterprise applications globally."

"It offers a seamless experience with quick deployment—eliminating prolonged implementation and installation processes."

More Oracle Fusion Service pros

"The platform is highly scalable."

"The features that are used most are the lead model and the opportunity model. We can create many different pipelines with many phases. These features improved our process in the States very well."

"When we are using SAP CRM we receive more accurate results than using any other CRM system."

"We use SAP CRM for customer service improvement. The main idea is to make sure our team has the right information when talking to customers. This helps them process things like price approvals for quotes faster. The goal is to make the product more efficient, and faster, and, in the end, provide better customer service."

"The flexibility to design the portal and customize it according to the needs of the clients is valuable. The integration with SAP ERP is also valuable."

"The tool is easy to use."

"The solution is stable."

"SAP CRM's most valuable at a branch level."

More SAP CRM pros

Cons

"I would like to see more AI usage, enhanced personalization capabilities, and simpler integration capabilities."

"The UI experience needs refinement to enhance user-friendliness."

"I would like to see more AI usage, enhanced personalization capabilities, and simpler integration capabilities."

"Some features that require improvement include the location functionality and certain aspects of the CRM."

"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."

"Lacks the ability to deploy custom code for customization."

"The solution’s reporting could be improved."

"Oracle Service Cloud could improve the integration for older platforms."

More Oracle Fusion Service cons

"When features do get added, we would like the product to notify us in a timely way."

"There could be some specific configurable options on the UI level to improve visibility."

"I think what needs to be improved is the solution for Brazil's organization."

"We would like the coding system within this solution to be more straightforward when carrying out general entry tasks."

"The implementation and integrations could be better. After we went into the production environment, we had some issues. Most of them were with the ERP integration. Many other issues were around the client's integrations between the ERP and CRM platforms. It could be more user-friendly. It wasn't very user-friendly initially, but now it's easier for them to use. Now, the users can use that platform better than at the beginning. We would like to see reports with more analytic features and artificial intelligence in the next release. For example, show more metrics and KPIs and more dynamic dashboards. Because the platform has some models, but it's not easy to use. It's a little complex."

"They have recently updated their user interface but they should continue to improve upon it in the future. Additionally, overall performance or speed of response times could be better."

"As SAP CRM is still in its pilot version in my company, and my team is still experimenting on it, there's little room for exploration, but its setup is not as straightforward, so this could be an area for improvement."

"The tool's installation on the cloud takes time, but it should be easier. One transaction takes around one to one and a half hours."

More SAP CRM cons

Pricing and Cost Advice

"Oracle's pricing is quite high, and this cost can be a significant barrier, especially for smaller companies."

"Oracle Fusion Service is more expensive than Workday."

"This is definitely an expensive product compared to others on the market."

"Licensing fees are on the higher end and I rate them an eight out of ten."

"Oracle Fusion Service is a cheap and flexible solution."

"There are no extra licenses, everything is included in the subscription, and the price is fixed."

"The product has average pricing."

"The tool is reasonably priced."

"SAP CRM is not suitable for smaller businesses because it is expensive. The larger businesses would be able to handle the cost."

"SAP CRM is an expensive product."

"The company has seen an increase in revenue."

"SAP CRM is an expensive solution and is the most challenging aspect of the solution."

"The pricing from SAP is good but it takes time to realize the investment."

"From the maintenance perspective, SAP CRM is quite expensive compared to cloud services because the current solution they're using is managed by us and we are hosting it on servers. There is the cost of hosting, and managing servers and applications. The overhead is substantial, but this solution is a legacy system. It will take some time for the customer to migrate out of it."

"SAP CRM offers a free trial for anyone wanting to test the product before purchasing it."

"There is a license required to use SAP CRM."

More SAP CRM pricing and cost advice

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Top Industries

By visitors reading reviews

Educational Organization

72%

Computer Software Company

Financial Services Firm

Manufacturing Company

Computer Software Company

12%

Manufacturing Company

10%

Financial Services Firm

Government

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

What do you like most about Oracle Service Cloud?

The solution is easy to learn.

See all answers

What needs improvement with Oracle Service Cloud?

I would like to see more AI usage, enhanced personalization capabilities, and simpler integration capabilities.

See all answers

What is your primary use case for Oracle Service Cloud?

I mainly use the solution for RTCRN.

See all answers

What do you like most about SAP CRM?

Getting the right information at the right time across different programs is important. These programs lack interaction between them. IPA is a good option to bring them together.

See all answers

What is your experience regarding pricing and costs for SAP CRM?

Every user needs to have a license.

See all answers

What needs improvement with SAP CRM?

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 es...

See all answers

Comparisons

Siebel CRM vs Oracle Fusion Service

Compared 27% of the time

Salesforce Service Cloud vs Oracle Fusion Service

Compared 21% of the time

Vertical Solutions VContactCenter vs Oracle Fusion Service

Compared 15% of the time

Oracle CX Sales vs Oracle Fusion Service

Compared 15% of the time

Pega CRM vs Oracle Fusion Service

Compared 12% of the time

More Oracle Fusion Service Competitors

Microsoft Dynamics CRM vs SAP CRM

Compared 33% of the time

Salesforce Sales Cloud vs SAP CRM

Compared 24% of the time

Zoho CRM vs SAP CRM

Compared 13% of the time

Siebel CRM vs SAP CRM

Compared 10% of the time

Oracle CRM vs SAP CRM

Compared 10% of the time

More SAP CRM Competitors

Product Reports

Buyer's Guide

Oracle Fusion Service

April 2025

Download Oracle Fusion Service product report

Buyer's Guide

SAP CRM

April 2025

Download SAP CRM product report

Also Known As

Oracle Service Cloud, Oracle RightNow

No data available

Overview

Deliver efficient service outcomes at scale when and where customers engage. Oracle Fusion Service is a unified platform of apps, data, and capabilities enabling effortless self-service, agent-assisted service, and field service workflows tailored to your industry and use case.

Oracle

SAP CRM is a comprehensive customer relationship management solution that helps businesses streamline their sales, marketing, and service processes. It offers a range of features including lead management, opportunity management, campaign management, and customer service management. With SAP CRM, businesses can effectively manage their customer interactions, improve customer satisfaction, and drive revenue growth.

The solution integrates with other SAP modules, allowing for seamless data exchange and real-time insights. It also offers mobile access, enabling sales and service teams to access critical information on the go.

SAP CRM is a powerful tool for businesses looking to enhance their customer relationships and drive business success.

SAP

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.

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.

Buyer's Guide

Oracle Fusion Service vs. SAP CRM

April 2025

Free Report: Oracle Fusion Service vs. SAP CRM

Find out what your peers are saying about Oracle Fusion Service vs. SAP CRM and other solutions. Updated: April 2025.

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