Oracle Fusion Service Reviews

I have been working on implementing Oracle Fusion Service to mainly higher education industry clients and one banking client. Before that, I was working with financial services-based solutions for a particular client. When customers face concerns or need support, they need to log a service request so they can properly get more details. For these specific functions using Oracle Fusion Service, I have developed a service request management workflow for the client.

I have been working for the past five years. For the past two years, I have been working on a higher education industry project, mainly in tuition service areas and service management. Both functional and technical elements have given me hands-on experience.

Currently, I am working on a higher education industry project for one of the major universities. For example, if a student wants to express interest in student programs, they might search for universities online and browse through the courses universities offer. They will express interest through submitting an interest form. When a prospective student submits an interest form, a service request is created within the university system. Then the university staff, such as admission staff, will see that service request and reach out to the prospective student to keep them engaged, discussing available courses, admission fees, and resources. Through this ticket, the university's admission staff will communicate with the prospective student. For the university scenario, the customers are the students. Whatever help the students need is facilitated through Oracle Fusion Service. Customer satisfaction is the core agenda of Oracle Fusion Service. Students might need help with issues such as paying fees, and they can create a service request within the university's website.

The automated email communications are valuable. When a student submits a form, a service request is created. As a developer, we can configure automatic emails for acknowledgment and general email responses can be configured as scheduled automatic mail.

Based on utilizing Groovy scripts and JavaScript, we can integrate with other external systems. In any industry, there might be certain other applications involved, and Oracle Fusion Service allows seamless integration with other applications.

Reports and dashboards are comprehensive. For any client's CEO, mid-level manager, or executive level, regardless of hierarchy, the reports and dashboards can be configured based on personas. Whatever personas are involved can configure helpful dashboards.

Email channels can be configured to create service requests within the university system when prospective students send emails to the university's common email address. We can configure emails to initiate entire processes.

Beyond email, there are other channels such as text messaging and computer telephone integration applications from various vendors. We can enable clients' users to have instant audio or video calls with their end customers. Multichannel communication can be enabled utilizing Oracle Fusion Service, including chatbots and AI chatbots.

Knowledge management allows configuration of frequently asked questions. We can configure FAQ articles and place them on the customer's website. The customer-facing portal can be customized according to the client's needs, which is a captivating feature.

From a developer's perspective, it could be more open for programming language configurations. It is currently restricted to Groovy scripting. While UI and UX designs are open to JavaScript configurations, there are restrictions on certain functions that can be used.

The solution could be enhanced to better serve customers when dealing with complex programs. The customer's websites face issues with loading properly, and response time gets longer when implementing larger workflows. This could be improved to achieve lower response times even with larger workflows involving multiple system integrations and complex architecture.

The agent decay capabilities need improvement in future releases. Currently, there are some agent decay configurations available for developers to implement, but this area needs enhancement.

Performance issues exist in the Sandbox area. The Sandbox is a trial area for configurations, but if work continues for a long time without publishing, it tends to get corrupted, requiring deletion and rework from the ground up. This has caused significant rework and effort multiple times.

Technical support can be challenging to work with. When facing product-related issues or configuration problems, the support experience varies. Sometimes the technical support is knowledgeable and helpful, but often they redirect problems elsewhere and cause delays in resolution.

I have been working with Oracle Fusion Service for five years.

Performance issues exist in the Sandbox area. The Sandbox is a trial area for configurations, but if work continues for a long time without publishing, it tends to get corrupted, requiring deletion and rework from the ground up. This has caused significant rework and effort multiple times.

Regarding scalability, the solution provides useful configurations that clients can utilize effectively. Apart from the configuration performance issues, the scalability and reliability are good.

Technical support can be challenging to work with. When facing product-related issues or configuration problems, the support experience varies. Sometimes the technical support is knowledgeable and helpful, but often they redirect problems elsewhere and cause delays in resolution.

Neutral

Within CRM, I have worked on B2C service and sales extensively. In marketing areas, I have worked on basic things, not extensively in other products.

Customers are moving to different applications such as Zoho and Salesforce because they are lower in cost. Oracle Fusion Service is more costly, though I am not certain of exact prices. Zoho is an Indian house application, so it is very affordable. The customer's preferences vary, making the choice between Oracle Fusion Service and Zoho a difficult decision.

Oracle has a long history of credibility and brings new technologies and interfaces to every ERP application. As a thirty-year-old company, this long history of credibility attracts clients. However, new challenges arise from regional-oriented CRM products such as Zoho, Freshworks, and others. Clients choose Oracle based on its years of credibility and established connections, with delivery leaders often having decades of experience. The sales-related relationships and network are foundational structures for clients choosing Oracle.

I have been working at Deloitte, which has a partner relationship with Oracle. We use learning portal subscriptions through partner accounts for upskilling on Oracle products. For projects, clients invest in licensing the products themselves.

I have not had the opportunity to work on IoT integrations, though I have experience with external applications and CTA applications.

The initial setup involves configuring currencies and geographical information compatible with client expectations. While this is straightforward, changing these configurations in later stages can become problematic, especially for complex organization setups.

Oracle Fusion Service is a SaaS product that clients license in different environments, from basic developer environments to UAT and production.

My suggestion would be that this is a product that needs integration capabilities. When handling multiple complex workflows involving numerous systems, Oracle Integration Cloud goes hand in hand with Oracle Fusion Service. Clients must be ready to invest in multiple products, as standalone Oracle Fusion Service only provides standard features. For customized solutions, Oracle integration products are essential.

On a scale of 1-10, I rate Oracle Fusion Service an 8.

The typical use cases for Oracle Fusion Service involve many products and services such as HCM, Supply Chain, Finance, and Fixed Assets.

I've seen positive impact from using Oracle Fusion Service, especially for HCM, where there's been a revolution from E-Business to Fusion; it's completely different. For HCM, it makes the life of users easier for self-service, payroll run, and applying tax according to the country, where different tax laws according to the country are very easy in Fusion.

Regarding automation in Oracle Fusion Service, most of its process is already automated; for example, if we talk about the hire to retire in HCM, starting with Oracle Recruiting Cloud, it's very automated. You just create a job requisition, then it goes to scheduling an interview, and all this process is automated: hiring, offering, then hiring, then onboarding. It's so easy, and even in Supply Chain, we just create the sales order, starting from the sales order to delivering the goods to the customer and creating an invoice, all this process is automated.

I assess the effectiveness of AI-driven knowledge management and AI technology in Oracle Fusion Service as positive; AI is already deployed now in Fusion, with a chatbot where you can ask the application for steps for creating an invoice, for example, and we now have an AI agent studio to create API or customize API according to customer requirements.

Oracle Fusion Service has many challenges, as it's not easy in customization and for adding features; there's no access for the database directly. For example, we cannot create a database link. We need to pay more every time for customization or integration, and it's not easy like E-Business.

I don't have anything specific that I would like to see in Oracle Fusion Service, but I hope it gives us more access to databases or makes customization and integration easier.

My final rating for Oracle Fusion Service is about eight, as there are some modules not covered yet in Fusion, and I think they need more investment in customization and integration, or to make it easier.

I have been working with Oracle Fusion Service for about seven years only in Fusion.

Oracle Fusion Service is stable, as there is zero instability.

Oracle Fusion Service is very scalable.

Regarding licensing cost, according to each country's conditions, for Egypt, it's so expensive, whereas for the Gulf, it's almost no cost because they can pay. So I can't definitively say it's high or low cost because it's based on country conditions.

Oracle Fusion Service is cloud based, and there's no Oracle Fusion on-prem in the whole Middle East.

We use Oracle Cloud as our cloud provider, and it's an Oracle product, as Oracle doesn't allow implementing Fusion outside Oracle Cloud.

I actually purchased Oracle Fusion Service from Oracle directly, as Oracle has many hubs in the Middle East.

Analytics provided useful insights for my customers and for me, and that's one of the big features of the E-Business because analytics is already embedded in Oracle Fusion, so there's no need to pay an extra cost.

On a scale of one to ten, I rate Oracle Fusion Service an eight.

I use Oracle Integration Cloud to connect all our ERPs and other systems.

I find the ERP Fusion Console valuable since it centralizes all the modules like order management. We use BIPs, the intelligent publishers, to customize data when there is no standard key data API. From my perspective, the ERP Cloud is quite mature. The company has invested in ERP Cloud, and the seeded APIs and VIP features allow for customization using Groovy script. There are ERP connectors available for Oracle middleware, enabling seamless integration through a drag-and-drop interface.

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.

I have been using Fusion for more than five years. It has evolved significantly, from EBS Artwell to the latest Oracle ERP Cloud annual product, especially in areas like order to cash, O2C.

I believe it is a good ERP product in the market. I would rate it eight to nine out of ten.

I find it scalable. Initially, we had ten ERPs, and I have added more since. Still, it remains a bit of a black box for me as everything is hidden. Whenever I face issues, I assume they scale it accordingly.

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. It is satisfactory; not exceptional, but not terrible either.

Negative

I rely on one ERP and may not require multiple ERPs. All the modules are available, making Oracle ERP Cloud a one-stop solution for my ERP-related needs.

I have a dedicated team working mostly on deployment and installation. Oracle might have provided a basic MoneyLion implementation. We enabled our modules, however, I have not personally worked on the installation.

I have a team of four administrators involved.

I think it's expensive, yet it does not pose a threat, making it costly for my enterprise.

I have SAP, which has also been in use for a while. Both are substantial ERPs.

I would rate the product eight out of ten. If performance and all the APIs are improved, I could rate it nine. The overall product rating is 8.5.

We use Oracle Fusion Service in various capacities within our bank. We use it for General Ledger accounting purposes, consolidations, Oracle Fixed Assets for asset management, inventory management, and real estate property management, and Oracle HRMS, Fusion, and Hyperion for budgeting, now known as Enterprise Performance Management.

By using Oracle Fusion Service, we have managed to reduce our processing time by fifty percent. This automation has enabled us to save forty percent in HR costs. Overall, these savings indicate significant efficiency improvements and cost reductions.

Oracle Fusion's scalability and flexibility are its most valuable features. Its impressive integration capabilities with other systems and APIs make it easier to mould the solution to our organization's requirements.

The user interface and user experience (UI/UX) need significant improvement, especially in the older on-premises versions. While the functionalities are robust, the UI/UX often lags behind and can be cumbersome to navigate.

We have been using Oracle Fusion for around twenty years and have gradually updated the features over time.

No solution is 100 percent stable. We have achieved around ninety percent stability with Oracle Fusion, but the remaining ten percent allows for continuous improvement and updates.

The solution is scalable for our needs. We have been using it for twenty years, which shows that it meets our requirements effectively.

The customer service needs improvement, particularly the standard support from India. They need to have more technically skilled people on board. When we escalate issues and get support from the USA or Singapore, the service is very good.

Positive

We have tried Microsoft Dynamics before; however, we feel more comfortable with Oracle's offerings.

The initial setup is not overly complicated but does require technical knowledge and team coordination. It's easier than some other solutions we've encountered.

We have a dedicated team for the implementation, and properly setting up and configuring the system requires teamwork.

We have seen a fifty percent reduction in time spent on processes and a forty percent reduction in HR costs. These savings demonstrate a positive return on investment.

Oracle offers market-competitive pricing. For example, Oracle Financial is less expensive compared to SAP. However, Oracle HRMS is a different matter altogether.

We evaluated Microsoft Dynamics but found Oracle to be a better fit for our needs.

I'd rate the solution eight out of ten.

I mainly use the solution for RTCRN.

The main AIQ principles they are introducing are not unique, however, they are valuable since they are relative. There is also a focus on maintaining efficiency, and it is a significant time saver.

I would like to see more AI usage, enhanced personalization capabilities, and simpler integration capabilities.

I have been using the solution for six years, also as a customer.

I haven't seen any issues with the features, so I would say it is stable.

It is scalable. It is pretty reliable.

I would rate the customer service as an eight out of ten. There is room for improvement. It is not outstanding. It is okay.

Positive

I would say the setup is medium in difficulty, however, it is not complicated for sure.

The implementation team depends on the modules I need. For instance, I would need module experts, like a configuration consultant for finance and a technical person for initial configurations. Technical integration may require up to 15 years of experience.

There is a focus on maintaining efficiency and also saving time. I would estimate a return on investment of 30%.

I would say the setup cost is average.

If I compare it with Pallio, this is quite easy.

Overall, I would rate the product eight out of ten.

During my stint with Capgemini, I used to work for Oracle as a client. Oracle Fusion Service was very good, and my company used it to support human resources, payroll, and expenses applications since the product worked quite seamlessly.

My company used to use Oracle Fusion Service to offer support for Worley, an engineering company present in 30 to 40 countries. If you consider the human resources aspect, each country where a company's branch operates will have a different set of rules and regulations, but Oracle Fusion Service seamlessly supports them all without any issues.

The most valuable feature of the solution is that a company can maintain all of its HR data without any issues. The solution can support multiple things, like supporting and allowing users to use the payroll option and allowing a user to manage the payroll for all the employees across the globe, along with parts concerning expenses. Every company can use its expense management area, where you can include all of the expenses. Since each country has a different currency, if an employee travels from the USA to another country and wants to claim expenses in a currency other than USD, the application offered by the product works seamlessly without any currency conversion issues or other problems.

Suppose an employee of a company from the USA enters a ZIP code in Canada. In that case, it should allow such an employee to claim for his or her expenses from the company, as the application works completely fine and manages everything.

There are multiple options in the product that are improving quarterly by considering the user feedback Oracle receives from its multiple clients. I am not exactly sure about the improvements made in the product since I have not been working with the solution for the past four to six months.

The area where employees' personal and contact information is called the person management section in the HR module of Oracle Fusion Service, has shortcomings where improvements are required. Sometimes, there are some issues with the areas around national identifiers in the product, so our company has to add multiple national identifiers. Though a person from the USA works in some other country, and that person has every valid document of the residing country, the product sometimes gives some trouble to access the information.

The product's option to upload payroll data doesn't work seamlessly. It would be great if there was an option to do internal calculations in the product since sometimes, in our company, we have to calculate all the fields manually in Excel and then upload them in the application.

I have been using Oracle Fusion Service for three years. I have experience with Oracle's releases that range from 20C to 23C.

Stability-wise, it is a very good product. I rate the solution's stability a nine out of ten.

Scalability-wise, I rate the solution a nine out of ten.

I rate the technical support an eight to nine out of ten.

Positive

I use Oracle Database Services along with Oracle Fusion Service. Before I joined the team in my company, there used to be an ERP application, which was a legacy solution that was moved to the cloud deployment model in 2020. Before moving to the cloud, my company was dependent on Oracle Database Services and the legacy application, but after moving to the cloud, there is only one application we currently work on in our company.

The product's initial setup phase had no issues at all.

The solution is deployed on the cloud.

From an ROI perspective, it is a product in which one can invest.

I recommend the solution to those who plan to use it.

I rate the overall tool a nine out of ten.

With Oracle Fusion Service, the process of raising purchase requisitions and issuing purchase orders was streamlined compared to using just Oracle previously. Oracle Fusion Service offers good efficiency.

The most valuable feature of the solution stems from the tool's option, which allows you to duplicate whatever purchase requisition has been previously sent out for approval. The details that you have placed previously are already there in the tool, and you just have to edit some of the points, and then it can go for approval again. The credit card expenses are also linked to Oracle Fusion Service. Whatever transactions were made through the credit card go straight to Oracle Fusion Service, and then in our company, we just have to submit the receipts for each of the transactions. There wasn't anything like the aforementioned feature available in Oracle's older versions. Whatever transactions are made through the credit card are reflected in the system immediately when using Oracle Fusion Service.

When you do approvals, I don't think the approver can see the documents that the requester initially raised. I don't think that the approver received all of the documents that were attached when the purchase requisition was raised. I think the tool needs to improve on how the items are being approved or presented in the tool.

The product's interface needs to be improved only in the area revolving around approvals, where it has some shortcomings.

I have been using Oracle Fusion Service for four years.

The procurement team in my company contacts the product's technical support team because they deal with purchase orders specifically. I think they previously interacted with Oracle when we were trying to set up the system.

Initially, my company used to use just Oracle, and afterwards, we migrated to Oracle Fusion Service. I have ten years of experience with Oracle.

The product's initial setup phase was very difficult.

The solution can be deployed in a year.

The product is used in my company to make payments to vendors, but I don't process payments because I'm not in the finance department.

The product is not integrated with some other systems or tools.

My company uses Oracle Fusion Service to make purchase orders, purchase requisitions, and payments.

I recommend the product to others who plan to use it. I don't know about Oracle Fusion Service's competitors.

I rate the tool a seven out of ten.

For my company, I use its workflow management tools, and I oversee various aspects of their implementation, including training, customization, and other related processes.

Oracle offers a wide range of applications, each capable of delivering significant value to our business. These applications enhance user experiences, effectively address various business challenges, and are truly valuable for conducting our operations seamlessly.

There are specific areas that would be beneficial to enhance and improve, especially its financial functionality, search capabilities, chat features, and content articles.

I have been working with it for more than five years.

It offers good stability features.

It's a scalable solution that makes it simple to expand and accommodate new users or requirements. Due to our licensing packages, it can easily scale up as needed, even when new project requests arise. We currently have over a thousand and four hundred users, and this number continues to grow.

I am satisfied with customer support provided.

Positive

The initial setup is relatively easy but customization is necessary when it comes to specific details and requirements.

Before proceeding to the final step, you should carefully review and verify each step to ensure that everything is correct and in order.

Oracle's pricing is quite high, and this cost can be a significant barrier, especially for smaller companies. Lowering the prices would make it more accessible to a broader range of businesses.

Overall, I would rate it five out of ten.

We use the product as an ERP for financial, HR, and procurement modules.

The product's most valuable feature is an efficient fusion of finance and HR modules.

The product is expensive. Oracle counts users for licensing purposes, regardless of their roles or usage patterns. This process could be better. It is challenging for industries with a large workforce, such as construction. Also, HR and payroll records charges based on the number of employees need improvement.

We have been using Oracle Fusion Service for three years. At present, we use its latest version.

I rate the product's stability a nine out of ten.

I rate the product's scalability a seven or eight out of ten. It does not support a few scalability aspects by default. However, it is a continuous developing process. We currently have less than 100 functional users and more than 5,000 self-service users. We plan to increase its usage further.

We receive support services from Oracle partners. They provide good support.

We are using NetSuite as well. In comparison, Oracle is more suitable for enterprises.

The implementation process is complex. Oracle's partner companies charge high for deploying the product. It can take months or a year to complete.

The product implementation requires an Oracle partner with prior knowledge of the process. Some projects take six months to complete, while some take less than a year. The deployment time depends on the consultant's process.

The product has average pricing.

Oracle Fusion Service is an excellent product. It enables best practices and standards in the industry by default. I advise others to understand the functionality well. It is not about licensing but selecting a good consultant who has previously delivered successful projects. It is a big challenge.

I rate it an eight out of ten.

Oracle Fusion is a game-changer for businesses, especially when compared to the traditional on-premise EBS system. It is like having a powerful suite of modern ERP tools in the cloud, eliminating the need for hefty infrastructure investments. I can access it from anywhere, anytime, using any device, which is fantastic for our global operations. From managing customer relationships to handling HR tasks, supply chain operations, and project management, Oracle Fusion covers it all with advanced features.

In my 15 years as an Oracle consultant, I have found that Oracle's strength lies in swiftly building and deploying enterprise applications globally. The modules, spanning various domains, efficiently automate multinational business processes within a few months. The real value emerges as these applications provide clear visibility into business transactions, enabling faster decision-making for management.

While Oracle Fusion has numerous strengths, there is room for improvement. One notable area is the user interface, where new users may find it challenging to navigate. The UI experience needs refinement to enhance user-friendliness. Additionally, some newer modules within Oracle Fusion are not yet fully stabilized, posing challenges for users. In the competitive landscape, certain modules excel in Oracle Fusion, while others may be better suited to alternatives like SAP, Workday, or Salesforce. The constant evolution of features, such as AI-enabled capabilities in the recruiting cloud, demonstrates both the advantages and disadvantages inherent in Oracle Fusion. Despite these areas for improvement, the overall advantages seem to outweigh the challenges from my perspective.

I have been working with Oracle Fusion Service for five years.

I would rate the stability of the solution as an eight out of ten.

Oracle Fusion Service is highly scalable. I would give it a ten out of ten. I have worked with a considerable number of clients, with one project involving close to 50,000 users and another project with 10,000 users.

Setting up Oracle Fusion depends on the chosen module and subscription. Suspending service with Oracle is the first step. Some modules, like parallel integration and benefits compensation, might seem a bit complex, but it is manageable when the business requirements are clear. The key is gathering and understanding these requirements well, conducting a gap analysis, and configuring the application based on the management's instructions. With a clear picture of what is needed, the setup becomes easier.

The return on investment in Oracle Fusion depends on the specific needs of the organization and the modules chosen. Oracle Fusion operates on a model where you pay for the specific domains and offerings you require. It is a tailored approach, ensuring that you get value for the money spent on the functionalities that are essential to your operations. This personalized payment model contributes to a more targeted and potentially higher return on investment for organizations using Oracle Fusion.

The cost of Oracle Fusion varies based on factors like the number of users, licenses, data volume, and integrations. It is a flexible pricing model, and the SaaS model means costs are often tied to usage. The more extensive your usage, the higher the price may be. Specific pricing details would depend on your organization's requirements and the modules you choose. I would recommend consulting with Oracle or their authorized representatives for a detailed and accurate cost estimation based on your specific needs.

Using Oracle Fusion depends on the specific modules and business sectors you want to target. Oracle Fusion has unique selling points tailored to different business areas, and its performance varies across modules. Generally, Oracle Fusion has been performing well across various business environments, but its suitability depends on the specific needs of your organization. Overall, I would rate Oracle Fusion as an eight out of ten.