ManassehAfoh - PeerSpot reviewer
Information Technology Consultant at Republic Bank Ghana Limited
Real User
Helps to understand customer journey better
Pros and Cons
  • "Oracle CRM helped us better understand the customer journey."
  • "Though Oracle CRM's support has a good reaction time, it needs to be better."

What is our primary use case?

We use Oracle CRM for customer segmentation. 

How has it helped my organization?

Oracle CRM helped us better understand the customer journey. 

What is most valuable?

I like the tool's ability to handle lots of data. It is well documented and throws off errors in areas that you need to pay attention to. 

What needs improvement?

Though Oracle CRM's support has a good reaction time, it needs to be better. 

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For how long have I used the solution?

I have been working with the solution for two years. 

What do I think about the stability of the solution?

The solution is very stable. 

What do I think about the scalability of the solution?

Oracle CRM is scalable. My company has 10 users for the solution. 

How was the initial setup?

Oracle CRM was easy to set up and took less than six months to complete. 

What about the implementation team?

A consultant assisted us with the product's installation. 

What was our ROI?

We have seen good ROI with the product's use. 

What's my experience with pricing, setup cost, and licensing?

The product's pricing is manageable and flexible. 

What other advice do I have?

I would rate the solution a nine out of ten. 

Disclosure: I am a real user, and this review is based on my own experience and opinions.
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VivekSaini - PeerSpot reviewer
IT Consultant at Aon Corporation
Real User
Top 5Leaderboard
Recommended, high-performing solution
Pros and Cons
  • "CRM's performance is good, we've never faced any issues with it."
  • "An improvement would be to lower the price of the license."

What is our primary use case?

We mainly use CRM for voucher submission for our employees for performance tracking, appraisal, and vendor relations and billing.

What needs improvement?

An improvement would be to lower the price of the license.

For how long have I used the solution?

I've been using Oracle CRM for more than ten years.

What do I think about the stability of the solution?

CRM's performance is good, we've never faced any issues with it.

Which solution did I use previously and why did I switch?

We previously used PeopleSoft.

How was the initial setup?

CRM was easy to install.

What about the implementation team?

We used a vendor team.

What's my experience with pricing, setup cost, and licensing?

The cost of a license with support is slightly higher than a regular license.

What other advice do I have?

I would definitely recommend Oracle CRM to anybody thinking of using it, and I would rate it eight out of ten.

Which deployment model are you using for this solution?

Hybrid Cloud
Disclosure: I am a real user, and this review is based on my own experience and opinions.
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Oracle CRM
March 2024
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reviewer3329071 - PeerSpot reviewer
Manager, Application Delivery at A W Rostamani Holdings Co. (LLC)
Real User
Top 5Leaderboard
The solution’s integrations and user experience should be improved, though it’s a stable solution
Pros and Cons
  • "Oracle CRM is a stable solution."
  • "Oracle CRM should have more integration with different platforms."

What is most valuable?

Oracle CRM is a stable solution.

What needs improvement?

Oracle CRM should have more integration with different platforms. Oracle CRM is not a cloud solution; it's an on-prem solution that doesn't integrate with any other system. The solution should also improve its user experience.

For how long have I used the solution?

I have been using Oracle CRM for ten years.

What do I think about the scalability of the solution?

Oracle CRM has multiple versions. The recent cloud version has scalability, but the on-prem version requires skills to do the customization. More than 1,000 users are using Oracle CRM in our organization.

How was the initial setup?

Oracle CRM's initial setup has medium complexity.

What about the implementation team?

Oracle CRM's deployment took one month. We follow the software development lifecycle (SDLC) for Oracle CRM's deployment. We start with requirement gathering, solution design, development, the testing phase, and then go live phase.

What was our ROI?

If you take only the Oracle CRM model, there is no return on investment. It starts with capturing a lead quotation and converting the quotation to order. However, the solution lacks user experience.

What other advice do I have?

Oracle technical developers and function skill sets are required for the solution's maintenance and project deployment.

I would not recommend Oracle CRM to other users because it is outdated.

Overall, I rate Oracle CRM a four out of ten.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
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Ibrahim Youssef - PeerSpot reviewer
Director Commercial Support | Business Planning & Excellence at a comms service provider with 1,001-5,000 employees
Real User
Top 20
Provides multiple CRM modules and has efficient customization features
Pros and Cons
  • "Oracle CRM's best feature is its ability to customize as per specific organization's requirements."
  • "The product is complicated to use for new users."

What is our primary use case?

We use the product for many modules, like HR and financial management.

What is most valuable?

Oracle CRM's best feature is its ability to customize as per specific organization's requirements.

What needs improvement?

The product is complicated to use for new users.

For how long have I used the solution?

I have been using Oracle CRM for ten years.

What do I think about the stability of the solution?

The product is stable. Although, every software has some issues.

What do I think about the scalability of the solution?

We have around 3000 Oracle CRM users working in our organization. There are no issues with adding new users.

How was the initial setup?

The initial setup is difficult. The deployment took time for some of the organizations I worked with.

What other advice do I have?

I recommend Oracle CRM for large-scale organizations. I rate it an eight out of ten.

Which deployment model are you using for this solution?

On-premises
Disclosure: I am a real user, and this review is based on my own experience and opinions.
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Technical Consultant at a comms service provider with 51-200 employees
Consultant
Top 20
An integrated software system that helps businesses manage their customer relationships
Pros and Cons
  • "Oracle CRM integrates seamlessly because it's an end-to-end solution."
  • "We noticed that sometimes it can be slow, and then we have to refresh the whole system."

What is our primary use case?

We mainly use Oracle CRM for customer information. When the client makes a call and complains about service dysfunctionality, we check the CRM to see if they bought in the data or exhausted it. The solution provides us with detailed statistics and based on that, we can offer a solution or refer that query to the billing application. 

What is most valuable?

Oracle CRM integrates seamlessly because it's an end-to-end solution. We use Oracle AIA as our middleware, as well as Oracle BRM, and the integration process between them went smoothly. That is something I found beneficial. 

What needs improvement?

We noticed that sometimes it can be slow, and then we have to refresh the whole system. That is something that can be worked on. 

For how long have I used the solution?

I have been working with it for five years.

What do I think about the stability of the solution?

The solution faced numerous issues mostly on the web logic side. I would rate it seven out of ten.

What do I think about the scalability of the solution?

It is scalable, but we use it on-premises currently. The scaling requires a lot of money, it is almost a project itself.

How are customer service and support?

Their customer support is okay, but it could be better. Response time is significantly slow. One time we faced a critical problem, number one severity and priority. After we reported it, it took more than two hours to get a response from Oracle. I rate it seven out of ten.

How would you rate customer service and support?

Neutral

How was the initial setup?

The installation of CRM was seamless and straightforward, but the configuration was not easy. After we installed the database and WebLogic on the RCU, the initial part was done. On the configuration side, dealing with integration with the web services is a challenge. We were lucky that our project was off-the-shelf implementation for telecoms, so most of the web services that we were going to use were already preexisting, and also, the team was highly skilled. But typically, the whole process is notably complex. 

What about the implementation team?

The deployment process lasted for about eight months before it was fully completed. It is very easy to maintain. 

What other advice do I have?

I would recommend Oracle CRM, as it is a user-friendly solution. I rate it eight out of ten.

Which deployment model are you using for this solution?

On-premises
Disclosure: My company has a business relationship with this vendor other than being a customer: MSP
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Kishore C - PeerSpot reviewer
Director at Winspire Tech Private Limited
Real User
Top 10
Custom CRM that offers a wide variety of features and functionality to suit any business
Pros and Cons
  • "Oracle CRM is a versatile solution with many features and functionalities that makes it a suitable solution for many different business use cases."
  • "This solution is only available on-premises. It could be improved by offering a cloud/SaaS option which is more scalable."

What is our primary use case?

This use this solution for automatic tooling.

What is most valuable?

Oracle CRM is a versatile solution with many features and functionalities that makes it a suitable solution for many different business use cases. 

What needs improvement?

This solution is only available on-premises. It could be improved by offering a cloud/SaaS option which is more scalable. 

For how long have I used the solution?

We have used this solution for 16 years. 

What do I think about the stability of the solution?

This is a stable solution. 

How are customer service and support?

The support for this solution is not great. I would rate a three out of five. Our queries have taken a long time to be resolved so we no longer rely on Oracle support. 

How would you rate customer service and support?

Neutral

How was the initial setup?

The initial setup is straightforward. The deployment is much simpler compared to previous versions. It depends on the application and the type of industry that you have deployed in and the level of customization made to your existing application. An application with 5% to 10% customization, may need one or two resources to support 24/7.

What about the implementation team?

We implemented this solution in-house. 

What's my experience with pricing, setup cost, and licensing?

The costing for this solution is very high. It targets top tier companies. This solution can be split up into multiple modules to cater to the low tier customers.

What other advice do I have?

If you are looking for a solution to be deployed on-premise and need a scalable solution for a Silicon Valley, telecon or banking company, I would recommend Oracle. This is because Oracle offers stability, plug and play functionality and integration to billing systems. 

If you are looking for solution for a medium-size e-commerce company or OEM, I would recommend Salesforce or SAP. Before deciding on the right solution, it is important to map out all of your requirements and the level of customization needed. 

I would rate this solution an eight out of ten. 

Which deployment model are you using for this solution?

On-premises
Disclosure: My company has a business relationship with this vendor other than being a customer: Partner
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Head of Operations & Technology at LATAM Pass at a transportation company with 10,001+ employees
Real User
Overall excellent functionality, good customization, and effective support services
Pros and Cons
  • "It is difficult to highlight the most valuable features because the system as a whole works very well for our loyal program. It is a very good system and I believe that they are the oldest loyalty system on the market. The service is very good, with many customizable options, and has a strong database to help us build our rules and point systems for the loyal program."
  • "Our infrastructure is set up for an on-premises deployment of this solution and I am concerned that the online deployment that we are moving to will not perform as well as our current on-premises storage systems. It could cause some problems, such as latency delays."

What is our primary use case?

We are using this solution for a customer loyalty program in an airline company.

What is most valuable?

It is difficult to highlight the most valuable features because the system as a whole works very well for our loyal program. It is a very good system and I believe that they are the oldest loyalty system on the market. The service is very good, with many customizable options, and has a strong database to help us build our rules and point systems for the loyal program.

What needs improvement?

Our infrastructure is set up for an on-premises deployment of this solution and I am concerned that the online deployment that we are moving to will not perform as well as our current on-premises storage systems. It could cause some problems, such as latency delays.

For how long have I used the solution?

I have been using Oracle CRM for approximately four years.

How are customer service and technical support?

We have support contracts and the support is good.

What about the implementation team?

We have a contract for the vendor to help with deployments.

What's my experience with pricing, setup cost, and licensing?

My experience with Oracle when it comes to price negotiation was very bad. They have a very poor approach to negotiation.

We have annual licenses to use this solution that are quite expensive. For example, we have approximately four types of licenses and we have one annual contract for the number of licenses we use for Oracle CRM and the loyalty system.

There are additional fees and contracts that are available. We have another contract that gives us support for deployment and improvements to our platforms and one other contract to receive support from our IT provider that has experience with Oracle CRM.

What other advice do I have?

I rate Oracle CRM an eight out of ten.

Which deployment model are you using for this solution?

On-premises
Disclosure: I am a real user, and this review is based on my own experience and opinions.
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CIO at Grupo Kasto
Real User
Effortless predictive analytics, stable, scalable with 24 hour support
Pros and Cons
  • "We are able to take back control of our client sales information and analyze it for the future to improve."
  • "In the planning area in order to calculate commissions the function could be improved. Currently, we are not using that functionality because it is very basic."

What is our primary use case?

We use the solution to approach potential customer from the prospection to the sale.

How has it helped my organization?

We are able to take back control of our client sales information and analyze it for the future to improve.

What is most valuable?

The solution is very easy to use. Before we used this solution all of our customer data was stored on the vendor's database but now we have the data for all the customer in our corporate database. We have information about credit, sales, potential sales, and sending location information because some of them had more than one locations. The product has a lot of predictive analytics that are not a lot of effort. There is a lot to analyze regarding customer information and we can get detailed reports.

What needs improvement?

In the planning area in order to calculate commissions the function could be improved. Currently, we are not using that functionality because it is very basic. For example, in some cases, you need to develop your own formulas which are not easy to do. Another future addition that would help us is for this solution to have the ability to add more locations as ERP allows.

For how long have I used the solution?

I have been using the solution for a year and a half.

What do I think about the stability of the solution?

The solution is stable and we are currently using it with 50 employees. Some of the roles of the employees using the solution are from the management, analytics, marketing, and research teams.

What do I think about the scalability of the solution?

The solution is scalable.

How are customer service and technical support?

The technical support for this solution and for all the solutions from Oracle is more or less the same. They have a very robust platform where you can put your questions, your needs, the issues that you have and they will respond. The SLA are very. They support agents from around the world that can help, we have had agents from Mexico, U.S., Europe and from India. It is a 24 hour, seven days a week service.

How was the initial setup?

The setup was easy but it could have been better with integration with ERP.

What about the implementation team?

Oracle CRM Cloud in our experience, the integration is not simply, that being said, it could have been harder too. It took us three to six months to implement and to do the full ERP implementation it took around 9 to 10 months. We used a vendor to do the deployment.

What's my experience with pricing, setup cost, and licensing?

We were able to get a ten-year contract for a very good discount with our three platforms together with Oracle. If you have many Oracle products, you can get a cheaper rate perhaps as we did. The cost was around $400 a year. There also was implementation costs that are an addition to the solution price.

Which other solutions did I evaluate?

We saw some information from Gartner and Nucleus Research, they have a good evaluation for Oracle CX. That is why we understood while we have Oracle ERP, we need to install Oracle CX. That is the reason what we choose Oracle CX, Oracle CRM. We wanted a solution that would work well together.

What other advice do I have?

I recommend the product, but only if you are planning to have a longterm contract.  I understand that there are other solutions on the market and they might be cheaper but if you like to have a long-term contract and you like to integrate Oracle is the best option.
Furthermore, If you don't have the intention to integrate with any ERP, then this is one of the best options, together with Salesforce. In our case, we prefer to have the product for the same vendor. That's why we didn't choose Salesforce, even though Salesforce might have a better recommendation or a better ranking. Both of them, Salesforce and CX are on the top five worldwide and in the Cloud.

We are planning to put CX in another plant during this next year, 2021. And we are very happy with the product.

I rate Oracle CRM a nine out of ten.

Which deployment model are you using for this solution?

Public Cloud
Disclosure: I am a real user, and this review is based on my own experience and opinions.
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