SAP Service Cloud vs Siebel CRM comparison

SAP and Oracle are both solutions in the CRM category. SAP is ranked #35 with an average rating of 8.0, while Oracle is ranked #14 with an average rating of 7.0. SAP holds a 0.4% mindshare in CRM, compared to Oracle’s 1.1% mindshare. Additionally, 100% of SAP users are willing to recommend the solution, compared to 88% of Oracle users who would recommend it.

SAP Service Cloud

Read 1 SAP Service Cloud review

1,020 Views
663 Comparison Views

100% willing to recommend

Siebel CRM

Read 20 Siebel CRM reviews

3,186 Views
2,995 Comparison Views

88% willing to recommend

SAP Service Cloud

Siebel CRM

Comparison Buyer's Guide

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Executive Summary

We performed a comparison between SAP Service Cloud and Siebel CRM based on real PeerSpot user reviews.

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To learn more, read our detailed CRM Report (Updated: March 2026).

Buyer's Guide

CRM

March 2026

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Helped 886,174 peers since 2012

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

SAP Service Cloud

Ranking in CRM

35th

Average Rating

8.0

Reviews Sentiment

1.0

Number of Reviews

Ranking in other categories

Customer Experience Management (19th)

Siebel CRM

Ranking in CRM

14th

Average Rating

7.6

Reviews Sentiment

6.1

Number of Reviews

Ranking in other categories

Local Government CRM (4th)

Mindshare comparison

As of April 2026, in the CRM category, the mindshare of SAP Service Cloud is 0.4%, up from 0.2% compared to the previous year. The mindshare of Siebel CRM is 1.1%, down from 6.6% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM Mindshare Distribution
Product	Mindshare (%)
Siebel CRM	1.1%
SAP Service Cloud	0.4%
Other	98.5%

CRM

Featured Reviews

Mo Sayed

SAP enterpise cloud architect at ECC Experienced Certified Consulting

Have built intelligent workflows and accelerated lead conversion through embedded AI and process integration

There's definitely room for process improvement in SAP Service Cloud. In my opinion, what can be better in SAP Service Cloud includes having the data center existence properly implemented. Not all cloud solutions are present in data centers. While we evaluate the product, we have to check the existence of the product in all nearest data centers. For example, while I check the data center through the Trust Center on SAP's website, I found that most cloud solutions are installed in Riyadh, but they are missing some very important tools such as LeanIX, which is not existent in Saudi Arabia. E-commerce solutions are also missing, and some aspects of C4C, such as Customer Data Cloud, are not present in many data centers. Not all components in cloud solutions exist in key centers in the Middle East and North Africa. They evaluate demand before installation, but having all solutions in the center point could encourage sales cycles.

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ShirazShah

CRM Specialist at Allied Bank Limited

Integration capabilities facilitate efficient data management and enhance customer service, but the analytics requires improvement

The analytics capabilities in Siebel CRM have presented numerous challenges. Due to these challenges, we had to integrate Microsoft Power BI. The CRM analytics was not sufficient for our needs, given that we have four million customers and a thousand products. We are currently focusing on the upgrade and discussing with Oracle. If there have been improvements in the analytics side over the past few years, we are open to evaluating them. Currently, all analytics are being done on Power BI. The data is exported to our data lake, and Power BI is being used for all reporting and analytics. Even our customer 360, which is the core of any CRM, has Power BI widgets built-in through iframe because we could not accomplish this through Siebel CRM. The analytics component has been the main pain point for our organization, particularly due to processing time and performance with our large customer base.

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"The embedded AI inside SAP, called Business AI, impacts decision-making and resolution times significantly, working as a smart conversational chat in Joule to create dashboards and compare historical data with sales forecasts."

"Siebel offers a high level of customization which has been valuable."

"Siebel CRM has a strong database model, workflow and integration tools."

"The solution's order management pack is quite fantastic."

"Due to the many features that are built in from a CRM perspective, it is the best product we have."

"Siebel is easy to configure and comes with various pre-built industry verticals, so it doesn't require much effort."

"It is a stable solution, but because it is an on-premises one, we have slow response rates at times."

"The capability of bringing data into a single system, along with integrations and offering a single platform to handle multiple customer-related tasks, has been the most productive aspect."

"We moved from an excel sheet to Siebel so it did help us initially in digitizing CRM related business processes and was positioned as single source of truth for CRM."

More Siebel CRM pros

Cons

"Not all components in cloud solutions exist in key centers in the Middle East and North Africa."

"However, there are areas that this product has not evolved at par with global industry trends, including the UX/UI and cloud capabilities."

"The solution itself is very heavy."

"Siebel CRM can improve as an ERP and for a few corporate business workloads."

"Server may response very slowly if effective load balancing is not done."

"It is not easy to set up. It's a bit difficult."

"The user interface, mobile application, and support could be improved."

"The problem with Siebel is that everything is customizable in it. It's probably over-engineered, which makes it difficult to use, and it makes it difficult for the users to get started with the system."

"Currently, Siebel CRM is not helping the agent provide faster feedback to the customer."

More Siebel CRM cons

Pricing and Cost Advice

Information not available

"The price of Siebel CRM depends on the usage of the business requirement. For large enterprises the price it's very good but if you are using it for medium scale enterprises, the price is very expensive."

"The product is expensive."

"This solution is expensive compared to other solutions in the market. This makes it difficult to convince our customers to use it. The customers who are already using Siebel have thought about moving to Velocity or Salesforce."

"Its licensing is yearly."

"I think the tool’s pricing is exaggerated. Once you do the price sizing as per your business needs, you would find that the price of other solutions like Zoho CRM, HubSpot CRM, Salesforce CRM, etc. would be always the same."

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Top Industries

By visitors reading reviews

Retailer

15%

Construction Company

12%

Comms Service Provider

Computer Software Company

Financial Services Firm

12%

Government

10%

Computer Software Company

Manufacturing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

By reviewers
Company Size	Count
Small Business	2
Midsize Enterprise	1
Large Enterprise	16

Questions from the Community

What needs improvement with SAP Service Cloud?

See all answers

What is your primary use case for SAP Service Cloud?

I have experience working with Sales Cloud and Service Cloud. I am working as an Enterprise Architect, so I could evaluate whatever is needed in SAP. We are working as a partner with SAP in the Mid...

See all answers

What advice do you have for others considering SAP Service Cloud?

The pricing for SAP Service Cloud is not the cheapest globally; it is a bit expensive compared to alternatives. The most challenging part about SAP is the pricing because SAP sells their cloud serv...

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What do you like most about Siebel Sales?

Siebel CRM has enhanced customer engagement for our organization, particularly through its robust data model and flexible features. One specific scenario where Siebel CRM excelled was in addressing...

See all answers

What is your experience regarding pricing and costs for Siebel Sales?

I do not have any information on pricing, setup cost, or licensing.

See all answers

What needs improvement with Siebel Sales?

See all answers

Comparisons

ServiceNow Customer Service Management vs SAP Service Cloud

Compared 54% of the time

SAP CRM vs SAP Service Cloud

Compared 46% of the time

More SAP Service Cloud Competitors

Microsoft Dynamics CRM vs Siebel CRM

Compared 14% of the time

Oracle CRM vs Siebel CRM

Compared 10% of the time

Salesforce Sales Cloud vs Siebel CRM

Compared 9% of the time

Oracle Fusion Service vs Siebel CRM

Compared 8% of the time

SAP CRM vs Siebel CRM

Compared 8% of the time

More Siebel CRM Competitors

Product Reports

Buyer's Guide

Customer Experience Management

March 2026

Download SAP Service Cloud product report

Buyer's Guide

Siebel CRM

March 2026

Download Siebel CRM product report

Also Known As

No data available

Siebel Sales

Overview

SAP Service Cloud, SAP's cloud-based customer service management solution, aims to revolutionize customer service by facilitating strong connections throughout the customer journey. It prioritizes faster issue resolution and enhanced customer experiences. Key functionalities include intelligent case management, omnichannel support, and tools for agent productivity, ensuring an agile and connected service experience. Businesses leveraging SAP Service Cloud can anticipate benefits such as increased customer satisfaction, improved service efficiency, and valuable insights derived from data analysis. Additionally, the webpage offers options to explore product demos for practical understanding, as well as insights into the latest features and product roadmap for staying updated on the platform's capabilities.

SAP

Siebel CRM is a comprehensive customer relationship management solution that helps businesses streamline their sales, marketing, and service processes. With its robust features and user-friendly interface, Siebel CRM enables organizations to effectively manage customer interactions and enhance customer satisfaction. The solution offers a wide range of modules, including sales force automation, marketing automation, and customer service management, allowing businesses to automate and optimize their customer-facing activities.

Siebel CRM also provides advanced analytics and reporting capabilities, enabling businesses to gain valuable insights into their customer data and make informed decisions. With its flexible deployment options, including on-premises and cloud-based solutions, Siebel CRM can be tailored to meet the unique needs of any organization.

Oracle

Sample Customers

INICOM, Dulux

Hover Automotive India Pvt. Ltd., Lawn Tennis Association, Tªrk Telekom, Bouygues Telecom, City of Atlanta, IGEPA IT-SERVICE GmbH, ec4u expert consulting AG, Salud Responde, Sascar, Banca Transilvania, UL, Ingersoll Rand, The Royal Dutch Touring Club ANWB

Find out what your peers are saying about Microsoft, Salesforce, Zoho and others in CRM. Updated: March 2026.

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