Siebel CRM Reviews

We use Siebel as a CRM to capture all agent selling activity. We also capture backend orders received from other interfaces and send them downstream to be fulfilled.

Siebel offers a high level of customization which has been valuable. The solution also offers the ability to model complex products.

The backend performance of Siebel could be improved as it is often slow. In addition, the Open UI is not that responsive. If we send out a call to a server, click any buttons or any drill-down links, and then click on that thread itself, it gets stuck and the system freezes. 

Secondly, the customization capabilities available to users could be reduced. Over time, technical debt increases and the system starts to slow down due to all the customizations and this leads to user complaints. 

Finally, the cost of this solution could be reduced to gain more customers. 

I have been using this solution for seven years. 

This solution is challenging to scale, especially when used on-premises. We experienced CP-usage spikes, memory-usage spikes and component crashes due to the memory limit of 4GB. 

The customer service for this solution is not great. Issues require a few escalations in order to get resolution. Support tickets and communication are handled in the same way regardless of how much experience a customer has with the solution. They do not tailor feedback to suit the level of experience that customers have. 

Neutral

I would recommend Salesforce over Siebel. This is because Salesforce offers guard rails for development, is scalable and overs a large product ecosystem. 

I would rate this solution a seven out of ten. 

We use this solution for order management. 

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

The UI could be improved by being fully cloud native as this is what our customers are looking for. It would also be great to see what updates are coming up for release and for updates to take place automatically without manual intervention.

We have been using this solution for more than 15 years. 

The latest versions of this solution are not stable. I have been working on the latest version for three and a half years and I'm still experiencing issues with stability. 

This is a scalable solution. 

This solution's advanced customer support (ACS) is fine, but the general customer support (GCS), needs a lot of improvement. There are long waiting times for issue resolution when the support team need assistance from the engineering team. 

The latest version is easier to deploy. The IP 17 version is cumbersome. The versions after this are easier to install.

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. There are big telcos who want to continue using Siebel using the latest version but because of the costing, they are not doing so.

We are only able to get costing information when we connect with one of the sales representatives from Oracle. This information should be included on the website. 

I would recommend this solution for large enterprises only. For small and medium sized businesses, I don't think it's worth spending the time to complete the customizations.

I would rate this solution a seven out of ten.

The solution is primarily on a salesperson's applications like a CRM to sell, create and track opportunities, sell products, and find our customers.

It's very stable.

The solution is scalable.

Upper-level support is great.

Oracle is working very, very hard in moving such solutions to a software as a service, like other CRMs. We hope it will be fully SaaS in the future.

It is difficult to set up.

It's hard to get to the level of support you need. 

I've been using the solution for 20 years. 

The solution is stable. There are no bugs or glitches. it doesn't crash or freeze. 

The product was very scalable. It's not a problem if you want to expand. 

Technical support is okay. They have a lot of good engineers there, however, it's hard to reach them.

You have to create a ticket. The problem is the first level of support and it's very basic. If you need something more special or more specific, you have to go very deep and move from the basic level, the entry-level, and the middle level, and then, you finally get an engineer who can solve or understand what kind of problem you are facing.

We are really involved in Oracle products, and we are certified in the Oracle CRM brand.

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

We are a partner and reseller of Oracle. 

I'm an architect on CRM. I'm a consultant and my primary assignment is to create solutions or add more functionality to that system.

We work for several banks or retailers in Latin America, part of it is an on-premise solution, and a few of them have part of the solution implemented on the cloud.

The advice I'd give to others is to hire a very good consulting company. It's not a solution that you can make on your own. You have to have people who know very, very well the solution as it's really huge.

I'd rate the solution nine out of ten.

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.

They should provide some guidance on what to customize and what not to customize.

I've been using it for 10 years.

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

It is scalable, but it eats up a lot of hardware.

We have more than 1000 users.

My experience with technical support is varied. Sometimes, it is okay, and at other times, I've had to wait for a long time.

The initial setup for Siebel CRM is complicated.

It took almost 18 months. This is also because there was an old CRM system which was home-built, running on a system from which they had to migrate data to the Siebel solution.

Given all the other CRM solutions on the market, Siebel is not the first one I would recommend to people.

I would rate it at five on a scale from one to ten.

We primarily use the solution to get an almost 360-degree view of a customer. If you can see a customer, you can have a view of all the technical assets which the customer has. We use product subscriptions and subscription management right from onboarding a product to a customer's account, all the way through to upgrading or downgrading that product and, of course, termination.

We also use it for customer interaction management. When a customer places a call to the call center, we use Siebel to review their history and see how you can support the customer in terms of any query your customer has.

The solution's order management pack is quite fantastic. 

Customer and accounts management as well as subscription management are all great aspects of the solution.

The solution itself is very heavy. 

If Oracle can provide a better cloud version, they could provide a cloud dated version that can be deployed on a microservice.

There needs to be a way to move things in and out of the cloud, and the solution shouldn't just run on an Oracle cloud either. they need to also ensure users can use any cloud provider, including AWS, Azure, Google, etc. 

The most important thing they need to do is offer cloud-native support. A lot of benefits that come with the cloud-native implementation can be realized.

The solution needs to auto-scale and offer horizontal scaling.

I've been using the solution for over a decade. It's been 11 years or so now.

The solution has quite a complex set up, however, once it stabilizes, it becomes very reliable. There is no frequent downtime, though it's tightly coupled to the database so if the Siebel database does experience some degradation, it will impact the performance of the application. 

We have a lot of users. In the call center, we have about 2,000 agents logged into the solution. At our peak, we have over 2,500 users on it.

We really use it extensively every day. We don't have plans to increase usage, however, maybe in the future we will upgrade to a more cloud native version.

The solution's technical support has been impressive. Whenever we request support from Oracle, in terms of whether the features raised are in demand, etc., they are very responsive and knowledgeable. Even though they just upgrade products, they really assist us when we need it.

The initial setup is not straightforward. It was complex, at least when we originally implemented it.

We're just an Oracle customer.

I'd advise organizations considering the solution to get the right partner to implement the Oracle Siebel CRM for them. The partner will be even more essential if the company decides to go for a cloud-native version of Siebel CRM. 

I would rate them seven out of ten overall. 

Opportunity, Siebel Marketing, Accounts and Service Request.

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.

User Adoption, User interface, Performance.

I have used Siebel for over 6 years before moving on to Salesforce.

Lots of issues during deployment starting from installation of software to configuration to customization.

Yes, one of the feature PIM sync resulted in a memory leak after 200 concurrent users.

Not really apart from the features mentioned above (PIM Sync).

6/10

4/10

We switched from Siebel to Salesforce.

Very complex (User setup, Account imports, EIM on Opportunity, Marketing). In summary, we had to struggle a lot to get the software running with all relevant data.

Mix of both. Our challenges were very unique to us however we were satisfied with the vendor's expertise.

$5 million setup cost, our last day-day operation cost was approx $3 million for 3000 users.

Yes, SAP CRM, Peoplesoft CRM