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 7.6. Oracle holds a 1.4% mindshare in CRM, compared to SAP’s 9.6% mindshare. Additionally, 91% of Oracle users are willing to recommend the solution, compared to 84% of SAP users who would recommend it.

Oracle Fusion Service

Read 33 Oracle Fusion Service reviews

1,279 Views
793 Comparison Views

91% willing to recommend

SAP CRM

Read 44 SAP CRM reviews

3,831 Views
3,525 Comparison Views

84% willing to recommend

Oracle Fusion Service

SAP CRM

Comparison Buyer's Guide

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Executive SummaryUpdated on Jul 27, 2025

Oracle Fusion Service and SAP CRM are competing products in the enterprise service and CRM space. While Oracle Fusion Service is favored for its pricing and support, SAP CRM outperforms with its superior features, particularly in ERP integration and lead management.

Features: Oracle Fusion Service offers an omni-channel suite enabling seamless customer interaction through features like chat, co-browse, and incident management. Its integration and scalability make it a strong choice for enhanced service delivery. On the other hand, SAP CRM excels in lead management and ERP integration, providing robust pre-sales and post-sales processes. Its customization options in reporting and flexibility in managing sales processes are notable strengths.

Room for Improvement: Oracle Fusion Service could enhance its B2B customization, user interface, and support for older platforms, alongside improving its documentation. SAP CRM, while strong in functionality, would benefit from a more user-friendly interface, better pricing models, and improved mobile access capabilities. Both products need to adapt to evolving market demands.

Ease of Deployment and Customer Service: Oracle Fusion Service offers both cloud and on-premises deployments with commendable customer service, though response quality may vary. SAP CRM provides similar deployment flexibility but struggles with integration outside the SAP ecosystem. Oracle's technical support is accessible, whereas SAP requires improvements in user engagement and ease of use.

Pricing and ROI: Oracle Fusion Service, though expensive, offers a flexible pricing model that can lead to significant time and cost savings, providing an attractive ROI. SAP CRM is also costly, potentially hindering smaller businesses, but offers competitive pricing for larger enterprises with extensive ERP integration. The ROI varies based on organizational needs; Oracle's adaptable pricing contrasts with SAP's comprehensive feature set, justifying costs for larger setups.

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

Buyer's Guide

Oracle Fusion Service vs. SAP CRM

July 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:

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

6.6

Sales and revenue increased; operational efficiency justifies costs, but Salesforce suits large organizations more than smaller ones long-term.

No quotes available

For more quotes and insights, download the Oracle Fusion Service report

No quotes available

For more quotes and insights, download the SAP CRM report

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

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.

MahaboobPasha

Solutions Architect at Western Digital

For more quotes and insights, download the Oracle Fusion Service report

I am satisfied with their response time and quality.

Fazle Rabbi

CRM administrator at a manufacturing company with 10,001+ employees

For more quotes and insights, download the SAP CRM report

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

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.

MahaboobPasha

Solutions Architect at Western Digital

For more quotes and insights, download the Oracle Fusion Service report

We handle a huge amount of data in our CRM without any problems.

Fazle Rabbi

CRM administrator at a manufacturing company with 10,001+ employees

For more quotes and insights, download the SAP CRM report

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

SAP CRM is stable and reliable, with occasional issues, but generally offers smooth operation and minimal downtime.

No quotes available

For more quotes and insights, download the Oracle Fusion Service report

No quotes available

For more quotes and insights, download the SAP CRM report

Room For Improvement

Oracle Fusion Service needs improvements in user experience, pricing, integration, performance, documentation, and modern functionalities for large enterprises.

SAP CRM requires UI enhancements, better integration, real-time analytics, increased flexibility, and modern tech adoption for future growth.

Simpler integration capabilities.

Prasan Edirisinghe

Associate Architect-Technology at Virtusa Global

When dealing with bulk data uploads via a BDI process, some records occasionally fail, requiring me to debug and reprocess them.

MahaboobPasha

Solutions Architect at Western Digital

For more quotes and insights, download the Oracle Fusion Service report

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.

Fazle Rabbi

CRM administrator at a manufacturing company with 10,001+ employees

For more quotes and insights, download the SAP CRM report

Setup Cost

Oracle Fusion Service offers flexible pricing but can be costly for small businesses; efficient license management is essential.

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.

MahaboobPasha

Solutions Architect at Western Digital

For more quotes and insights, download the Oracle Fusion Service report

SAP CRM is not suitable for small companies because of the cost.

Fazle Rabbi

CRM administrator at a manufacturing company with 10,001+ employees

For more quotes and insights, download the SAP CRM report

Valuable Features

Oracle Fusion Service enhances customer interaction and streamlines operations with omni-channel communication, integration, automation, and flexible customization.

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.

MahaboobPasha

Solutions Architect at Western Digital

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

Prasan Edirisinghe

Associate Architect-Technology at Virtusa Global

For more quotes and insights, download the Oracle Fusion Service report

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.

Fazle Rabbi

CRM administrator at a manufacturing company with 10,001+ employees

For more quotes and insights, download the SAP CRM report

Categories and Ranking

Oracle Fusion Service

Ranking in CRM

10th

Ranking in Marketing Management

7th

Average Rating

8.6

Reviews Sentiment

7.0

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (4th)

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 July 2025, in the CRM category, the mindshare of Oracle Fusion Service is 1.4%, down from 1.5% compared to the previous year. The mindshare of SAP CRM is 9.6%, down 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

ToniaSpight-Sokoya

Personal Service Consultant at Sokoya Networking

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.

Read full review

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Top Industries

By visitors reading reviews

Manufacturing Company

13%

Government

Financial Services Firm

Healthcare Company

Manufacturing Company

11%

University

Computer Software Company

Financial Services Firm

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?

SAP CRM is not suitable for small companies because of the cost. It is suitable for medium and large enterprise companies.

See all answers

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 slow performance. Reports in SAP CRM itself can become very slow. Other than that, ...

See all answers

Comparisons

Siebel CRM vs Oracle Fusion Service

Compared 19% of the time

Salesforce Service Cloud vs Oracle Fusion Service

Compared 16% of the time

Oracle CX Sales vs Oracle Fusion Service

Compared 10% of the time

Vertical Solutions VContactCenter vs Oracle Fusion Service

Compared 9% of the time

Microsoft Dynamics CRM vs Oracle Fusion Service

Compared 8% 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 23% of the time

Zoho CRM vs SAP CRM

Compared 13% of the time

Oracle CRM vs SAP CRM

Compared 9% of the time

Siebel CRM vs SAP CRM

Compared 9% of the time

More SAP CRM Competitors

Product Reports

Buyer's Guide

Oracle Fusion Service

July 2025

Download Oracle Fusion Service product report

Buyer's Guide

SAP CRM

July 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

July 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: July 2025.

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