Oracle Fusion Service Reviews

• Web customer portal
• Knowledge base
• Incident and activity management
• Contact and organisation management
• Chat and skill-based routing
• Incident routing and escalation
• Outreach (mailshots) and feedback (surveys)

It allowed management, operations, service, sales and marketing to have a full view of the customer base, and a single platform to manage all customer engagement activities.

• Release and environment management

I have used it for five years.

We have not encountered any deployment issues.

We have not encountered any stability issues.

We have not encountered any scalability issues.

Customer support is excellent with the dedicated Oracle Service Cloud portal, knowledge base and support lines.

Technical support is excellent.

We did not previously use a different solution. Oracle RightNow is the only solution in the market that offers a true omni-channel experience and a native joined-up approach between service, sales, marketing.

Initial setup was straightforward. The out-of-the-box functionality and features are very well aligned with reality, making it easier to accelerate deployments

An in-house team implemented it.

We haven't measured ROI yet.

If you have sporadic users - i.e., not everyone is going to access it all day - go for "non-contact centre users", which are much cheaper.

Before choosing this product, we evaluated:

• Oracle Sales Cloud
• Sage SalesLogix

Basically, it is a suite built for providing services; the ability to connect to the customers is a highlight here by making use of all communication modes. A meaningful interaction with the customer in order to gather the utmost possible information to provide better solution makes the difference here.

Features including Chat, Co-Browse, SLA, Social Monitor, Knowledge Base, Smart Assistant, etc., are found most valuable.

67% of consumers turn to a company's social media site for customer service. Social Monitoring does a perfect job here (by social media integration with Oracle RightNow).

• Customization of the client's branding establishment instead of the default Oracle brand signs (example: logo in the login Screen)

I have used it for six months.

We have had no issues with the deployment.

It is an absolutely stable product with no issues.

It is definitely a scalable product.

Customer service is 9/10.

Technical support is 9/10.

This is my first experience working with a cloud CRM tool like Oracle RightNow.

Initial setup was completely straightforward. Required interface- and site-level modifications can be done easily in the cloud portal with the help of Configuration Assistant.

Customers who enjoy a great customer experience actually pay 30% more on average for that experience. Great knowledge gathering and continuous requests to provide prolonged service are the ROI.

The customer journey surrounds three experiences: "The Web Experience", "The Contact Centre Experience" and "The Social Experience". Oracle RightNow has given equal importance to these three, which overwhelmingly satisfies the customer.

One of the good features about this product is, like many other cloud technologies, this product is meant for services. It was built with a base of providing services to the customers by providing knowledge-base articles and not just through a phone channel. It's more of an omni-channel suite.

I've worked with a lot of customers with whom I've worked with these product and also with other service cloud products and it takes a lot of other products into the market. But I've seen customers being more happy when they get whatever they're looking for in terms of customer satisfaction by reaching out to the market on a quick deploy.

If they want to increase their agents count in terms of scalability or in terms of integration or extending the product features, making new innovative edits and all that, it brings these features home to the customer easily.

The product build works well when it comes to implementations and mass communications and media, but there's a lot of improvement needed for the B2B market. In the B2C market it works very well and in the B2B market it works well, but B2B requires more customization. There's area for improvement when you want to serve the B2B market.

I've worked with it for almost eight years.

We've had no issues with deployment.

It's definitely a very stable product. I work with customers who have more than 1,000 call center agents, so you can see how robust and stable this product is.

It's definitely scalable. We had a customer who initially rolled it out for just 5 users; they now have over 300 just by adding licenses.

They are knowledgeable in a certain way. They definitely are knowledgeable in terms of the product, but when it comes to implementing the product to a vertical industry, I think they lag a little behind on that. I don't expect them to be an expert in all the business areas because their job is to sell the product. Our job, people like me, is basically to implement for our customer and that's where non-Oracle expertise comes into the picture.

It's straightforward. Prior to working with Service Cloud, I'd seen implementation on other CRM product like Siebel or Clarify. Implementing a product like that involved huge investments for our organization. They had to have at least a couple of database administrators and then they had a couple of front end developers, couple of back end developers, and then they needed infrastructure. It was a huge investment when they wanted to build a CRM application or they wanted to migrate to another CRM application. In terms of the Oracle Service Cloud, some of our implementations have been completed in two weeks with just two developers.

There are small complexities involved in the setup when you want to add a lot of customized features specific to your industry vertical or you want to integrate with your back end application. In those scenarios, the implementation timeline increases, but still, if you compare to other implementations like Siebel or Clarify or any other CRMs, they take a lot of time. With those, implementation takes 7-8, but with the Oracle solution, it can take just a couple of weeks.

We use the solution to create work orders and service request updates. It is an integration between the field service cloud and the service cloud.

The product provides a chart functionality in its portal. It also enables us to share things with customers. The solution is easy to learn. We can easily adapt to the application. It is easy to integrate the solution with other tools. It provides a lot of REST APIs. We have used the OTBI reports. The reports have drag-and-drop features. Even customers can create reports easily. The tool is easy to use.

The vendor must provide a user-friendly mobile application. It must have a user-friendly interface.

I have been using the solution for the past three to four years.

We have more than 50 users in our organization.

The installation is easy. The product is cloud-based.

The tool is reasonably priced.

I will recommend the solution to others. Overall, I rate the product a nine out of ten.

My clients mainly use this tool for Supplier Chain Management purposes, as it serves the needs of their supply chain management activities.

Previously, my clients used a smaller ERP system, not a major one. However, they have now transitioned to Oracle, which provides them with a more extensive range of options. Unlike before, it's now an integrated system that covers various aspects, including finance, supply chain management, and other functionalities. They have multiple scenarios to consider, such as warehouse management and international business operations managed from the UK. Additionally, they seem to have found a beneficial solution from Meraki to address their specific needs.

They seem to be addressing most issues effectively. However, one suggestion I have is to shorten the IT team's response time. When we submit an ASR or similar request, it takes a while to receive a response, and this can be seen as a drawback.

I have been working with Oracle Fusion Service for the past two years. 

It is a stable solution. 

It is a scalable solution. 

They are a little late to respond to queries.

Neutral

It is easy to install. It can take anywhere from a few days to a few weeks to install.

Those looking into this solution should consider it. They can decide based on the system's name. I'm quite confident in this recommendation and I would rate it a nine out of ten.