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Oracle Service Cloud vs SAP CRM comparison

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Featured Review
Buyer's Guide
Oracle Service Cloud vs. SAP CRM
July 2022
Find out what your peers are saying about Oracle Service Cloud vs. SAP CRM and other solutions. Updated: July 2022.
610,812 professionals have used our research since 2012.
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
"The templates were always the best part as not starting from scratch made the process so much easier.""The various integrations have made it easier for us to focus on keeping our information in one place so that we're not spending time (wasting time) trying to find information in different places online.""Creating super-smart to-do lists, intern management, and sales leads lists has been huge.""The flexibility to create any sort of format has been very valuable.""The automation makes moving items around the boards easier and saves us time.""When you have a tool that anybody can use from all devices, it spares some time so that you could do and handle way more things.""I found the task management features as the most useful and necessary.""We are a lot more organized, and have transparency throughout key areas of our business thanks to this solution."

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

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"SAP CRM has a good performance.""The initial setup of SAP CRM was simple.""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 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.""The solution is stable.""We are using the HANA Z database for CRM, which enhances the products we are currently using by making the system more efficient. Everything is connected to CRM, so we can use the data for analytics, sales forecasting, and data modeling.""SAP CRM integrates well with SAP ERP which is useful.""SAP CRM is a scalable solution."

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"We would like to have less downtime as it happens now and then!""I wish there were better notifications and dashboard views with analytics around the status of projects, etc.""I wish the Time Tracking features were a little more robust.""We'd love the ability to be able to build and export reports based on multiple boards.""It would be nice to have more customization around the documents, such as different title headings, fonts, etc.""While I appreciate the templates, some of them are extremely complex and not as tailored to non-profit work so they required quite a bit of customizing (but worth the trouble).""We need more cross-API integration with creative apps in the Adobe Suite and other communication platforms.""Monday is excellent for collaboration between partners and team members, however, it would be great if there could be a way to have clients on Monday, and not just to share information."

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"Oracle changed the means by which users are created in the system. I would like this to be easier to implement.""The user experience has to be much better."

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"The solution needs more flexible customization, tender request, and they need to think about some of the localization aspects.""In the future, machine learning and artificial intelligence functionality need to be included.""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.""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.""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.""What I see as a challenge against our competitor is that Salesforce comes with more flexibility, for enhancement purposes, whereas the SAP CRM Cloud is more robust and rigid. It's not flexible to implement any bespoke solution."

More SAP CRM Cons →

Pricing and Cost Advice
  • "I wasn't involved with the licensing, but I believe it's negotiable."
  • "The solution is quite inexpensive. For example, we pay $8,500 for 75 users. It's somewhere around $100 a user, approximately."
  • "The project manager would be responsible for any licensing fees. As an end-user, we just follow suit."
  • "Fees are paid monthly per user."
  • "The price is reasonable for the number of users we have."
  • "I am using its free version."
  • "We tell others it's about $2200 for a ten-person plan and it can be adjusted; it's easy to scale."
  • More Pricing and Cost Advice →

  • "This is definitely an expensive product compared to others on the market."
  • More Oracle Service Cloud Pricing and Cost Advice →

  • "There is a license required for the solution and most of my clients purchase an annual license."
  • "SAP CRM is an expensive solution and is the most challenging aspect of the solution."
  • "SAP CRM costs approximately a couple of thousand a month."
  • "Its price is reasonable. As compared to other CRMs, this CRM is competitively priced. They have multiple flavors with different sets of functionality. Pricing is based on the flavor that suits your requirement. If you have more users, the cost will come down."
  • "The pricing from SAP is good but it takes time to realize the investment."
  • "SAP CRM is not suitable for smaller businesses because it is expensive. The larger businesses would be able to handle the cost."
  • "There is a license required to use SAP CRM."
  • "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."
  • More SAP CRM Pricing and Cost Advice →

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    610,812 professionals have used our research since 2012.
    Questions from the Community
    Top is one of the best project management softwares available on the market. It lets you create and customize the… more »
    Top Answer:Being able to see everything at a glance and check task status, is wonderful.
    Top Answer:Speed and reliability need to be better. I don't mean that in a very basic, "Oh, we can't log in." Rather, there are… more »
    Top Answer:Everything is managed by Oracle, so they have security in place.
    Top Answer:Oracle has to work on the interface for this solution. The user experience has to be much better. They have to work on… more »
    Top Answer:This product is used to provide and kind of service that is related to customer support.
    Top Answer:We are using the HANA Z database for CRM, which enhances the products we are currently using by making the system more… more »
    Top Answer:SAP CRM is a reasonable price for the features. It's not in the highest tier. It's affordable.
    Top Answer:Content management is one area where SAP CRM could use some work because we were seeking a CRM solution that could store… more »
    Also Known As
    Oracle RightNow
    Learn More
    Overview is a cloud-based platform that allows teams to design their own work management software and applications. is a basic yet intuitive work operating system that facilitates teamwork in these ways:

    • Allows teams to define workflows

    • Adapts to changing demands

    • Establishes transparency

    • Allows for collaboration

    • Eliminates manual grunt work is extremely adaptable and may be utilized in any sector and for any workflow. You can build your apps to match your specific operational needs and modify your boards, dashboards, and documents to fit your team properly. It may be used for anything, including projects and procedures, and it can be used across teams, departments, leaders, and organizations.

    Here are a few examples of how software can be put to good use:

    • Marketing pipelines
    • Recruitment procedures
    • Video production planning
    • Tracking progress
    • Product timelines
    • Business management
    • Design planning
    • Bug tracking
    • Event planning
    • Construction planning Features has many valuable features. Some of the most useful ones include:

    • Customized workflows
    • Task prioritizing
    • File sharing
    • Drag-and-drop
    • Context-aware communication
    • Progress and milestone monitoring

    The most popular key features include:

    • Work scheduling:’s Workload feature allows you to accurately assign and schedule team members at any given time. Check who's available and who isn't so you may reschedule or reassign work as needed to meet all of your project deadlines.
    • Tracking time for tasks: It's crucial to know where your time goes, especially if you're invoicing clients by the hour. Greater work precision is achieved by having a clear grasp of how much time is spent on each task because you’re able to make more informed decisions about how you spend your time.
    • Automated processes: Automations eliminate the need for manual labor in the completion of repetitive tasks.
    • At-a-glance dashboards: Dashboards are an excellent method to quickly see what's essential. They make it simple to gather useful information, manage project progress, predict effort, and keep track of budgets. They also keep your team focused and engaged on the high-level objectives that drive progress.
    • Integration with external tools: With two-click integrations, you can easily make your primary work hub. Integrate popular external apps like Jira and Slack, as well as Gmail and Mailchimp, to optimize your workflow even further.
    • Varied options for viewing data with Views: provides a number of ways to examine the data in your boards, including Gantt Chart View for project plans and Chart View for progress tracking. Views helps you to take a fresh perspective on things and obtain crucial insights that you might not have gotten otherwise.

    Reviews from Real Users stands out among its competitors for a number of reasons. Two major ones are its task status feature and its ability to integrate with external apps. PeerSpot users take note of the advantages of these features in their reviews:

    Ben D., Front End Developer at a marketing services firm, writes of the product, “Their flagship feature, what used to be called the pulse, is great. Pulse offers great management. Being able to see everything at a glance and check task status, is wonderful. They use subtasks and the simple aspects of task management have been really helpful.”

    Another PeerSpot reviewer, the Head of Projects at Smart Media SA, notes, “The boards offer an amazing and clear view of my tasks, campaigns, and progress. Automations especially with Slack and Outlook help with keeping my team up-to-date always. Graphs and charts are valuable for reporting purposes and to track progress made. Workforms/surveys are valuable and a very cool added feature.”

    Oracle Service Cloud, part of the Oracle CX Cloud Suite, is a cloud-based, omnichannel solution that captures a 360-degree view of every customer in a dynamic and unified agent desktop. Oracle Service Cloud’s innovative approach is driven by knowledge, automation, and evolving customer interaction channels, simplifying every service experience for service administrators and customers alike. By helping to differentiate your organization's service experience, Oracle Service Cloud delivers measurable business impacts across all industries.

    This flexible and scalable platform includes:

    • A highly interactive and pixel-perfect Web and Mobile Customer Service, encouraging customers to self-serve via a customer portal, knowledge base, Facebook page, or peer-based community. Service can also be predictive, through the Internet of Things, or automated through virtual assistants, for example.
    • A unified Cross-Channel Contact Center that captures a unique 360-degree view of every consumer across all channels guiding agents to seamless resolution.
    • A time-based, self-learning, and predictive Field Service Management (formerly TOA Technologies) that automates and optimizes operations in the field.
    • A fully integrated cloud Knowledge Management solution that delivers a seamless and consistent experience across all channels. It is the backbone of every omnichannel service strategy.
    • Oracle Policy Automation delivers Smarter Advice–a more personal, richer interaction with customers based on the easy automation of business processes, rules, regulations, and organizational policies.

      For more information visit

    SAP CRM provides marketing solutions for big data analytics, social media marketing, segmentation, multichannel campaigns, loyalty, and resource management.

    Learn more about
    Learn more about Oracle Service Cloud
    Learn more about SAP CRM
    Sample Customers
    Raw Digital, Wix, Discovery, Frost & Sullivan, Adidas, Asos, Uber
    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.
    Top Industries
    Marketing Services Firm18%
    Non Tech Company8%
    Manufacturing Company7%
    Real Estate/Law Firm7%
    Computer Software Company16%
    Comms Service Provider13%
    Manufacturing Company7%
    Computer Software Company38%
    Comms Service Provider11%
    Financial Services Firm8%
    Manufacturing Company22%
    Financial Services Firm22%
    Computer Software Company29%
    Comms Service Provider24%
    Manufacturing Company5%
    Energy/Utilities Company5%
    Company Size
    Small Business79%
    Midsize Enterprise12%
    Large Enterprise9%
    Small Business29%
    Midsize Enterprise14%
    Large Enterprise57%
    Small Business44%
    Midsize Enterprise13%
    Large Enterprise44%
    Small Business15%
    Midsize Enterprise12%
    Large Enterprise73%
    Small Business37%
    Midsize Enterprise5%
    Large Enterprise58%
    Small Business17%
    Midsize Enterprise20%
    Large Enterprise63%
    Buyer's Guide
    Oracle Service Cloud vs. SAP CRM
    July 2022
    Find out what your peers are saying about Oracle Service Cloud vs. SAP CRM and other solutions. Updated: July 2022.
    610,812 professionals have used our research since 2012.

    Oracle Service Cloud is ranked 10th in CRM with 2 reviews while SAP CRM is ranked 3rd in CRM with 16 reviews. Oracle Service Cloud is rated 8.0, while SAP CRM is rated 7.6. The top reviewer of Oracle Service Cloud writes "It has lots of APIs to integrate with other solutions". On the other hand, the top reviewer of SAP CRM writes "It integrates well with our existing solutions, so we can analyze the data for analytics, forecasting and modeling". Oracle Service Cloud is most compared with Oracle CX Sales, Siebel CRM, Microsoft Dynamics CRM, Salesforce Service Cloud and Freshdesk, whereas SAP CRM is most compared with Microsoft Dynamics CRM, Salesforce Marketing Cloud, Oracle CRM, Salesforce Sales Cloud and Siebel CRM. See our Oracle Service Cloud vs. SAP CRM report.

    See our list of best CRM vendors and best Marketing Management 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.