Oracle Siebel CRM vs. vCita

Throughout the time that we have used it, Oracle has provided a full on pipeline of solutions and account planning which increases the services of marketing, accounting and finance. We notice that with sales it was simply a breakthrough, allowing us to make better decisions with real-time view and proactive communication to get the job done. No dislikes for this software at all

It makes client communication extremely easy - we can message and schedule online appointments. Clients really like those options. We also like the online payment portal. That way clients can pay at their convenience, and we don't end up with credit card information that requires PCI compliance. It also helps with payments. It would also help with invoicing, but unfortunately, there are only 3 linked payment options (Square, Stripe, and PayPal). If you don't use one of those payment processors, you cannot link to billing.

Incentivized

• Siebel clearly separates the data layer, from the business layer, application, and web.
• The navigation and relationship between entities is clear and easy to configure, but it can be improved.
• Siebel CRM as a product is robust, reliable, and easy to configure. The architecture is solid and scalable.
• Components can be added on demand.

Incentivized

• Very easy implementation of a contact/scheduling widget.
• Allows for scheduling of appointments with clients. The setup is easy and the allotted times can be changed as needed. Easy for the client to use as well.
• Managing communication between individual clients is easy as well.

Incentivized

• Lack of documentation for developers -- it feels like almost nothing in the grand scheme of things, especially around OpenUI. Sure there are some things on bookshelf, but that's all it is, some. It's not in depth--there are hardly any examples and I generally get answers outside of bookshelf.
• Support isn't so good, I'd sooner try to solve the problem with many workarounds than put a support ticket in that might go into the abyss and never get resolved.
• The user interface is lacking for our version. Granted, we are at least four years behind and have no mobile responsiveness (we had to build that ourselves) but I've seen the newer version and there need to be more intuitive user interface patterns in general
• Sometimes there are weird quirks in customizations that should work in theory, but don't.

Incentivized

• Syncing with our google calendars has some flaws or is just not clear
• Messages show unread when they have been read

Incentivized

Oracle Siebel CRM is an older Sales CRM, so many of it's features aren't as current as ones used today. However, it has a smoother and easy-to-use UI. We're glad that we can still access Oracle Siebel CRM because it's easier to find older information that we can't easily find in our Salesforce Lightning CRM tool.

Incentivized

Overall - easy to use. There are some missing features (like fillable pdf forms), and it also requires using certain credit card processors to link billing (otherwise it doesn't work).

Incentivized

We no longer have support for our Oracle Siebel CRM. When we did, the support was slow to get some things fixed, therefore, there was a lot of downtime. Of course, this slowed down our overall productivity and increased our overall frustration with the tool. However, it would be nice if we still had some support with it since we still do access it from time to time.

Incentivized

I do miss the days when I could easily call up a rep and talk to them about any issues I had with the service. But I still do hear back from the customer service rep during the week within 24 hours.

Incentivized

Siebel is quite a bit slower in performance and lacks support for modern browsers, in contrast to Salesforce.com. It's also much less searchable and discoverable (with regard to insights) and lacks a fresh look. I'm not privy to all the reasons why our organization moved away from Siebel CRM, but I'm glad we did.

Incentivized

vCita has been very responsive to our needs and desires for improvement in certain areas. We have appreciated the level of support we receive when a problem arises. Our biggest gain when moving was the reliability of this product's teleconferencing integration with Zoom. With OnCall we had trouble onboarding people, difficulty with the app they used going down, etc. We also had expectations about progress with Forms that we unmet.

Incentivized

• Very positive impact: replacing multiple silo applications based on outdated technology
• Provide data integrity by eliminating redundancy and the use of audit trails
• Improves safety of users on the field: use of tracking tool and providing list of hazards
• Thanks to the multi-org feature of the Siebel CRM, after a first successful implementation we were able to package the solution and offer it to multiple other customers, with minimum changes.

Incentivized

• The initial cost was high compared to other options but the features in the base level allowed even the smallest of business to grow into the paid version of the service.
• The time saved with self service bookings and profile management for customers has been a big plus and made the purchase of the service worthwhile.
• The constant improvements to the platform have been enough to continue to use the service as it develops into a competent CRM.

Incentivized