#1 most frequent
United States of America
36.4%293 installations of 805
What is Oracle Siebel CRM?
An enterprise grade CRM solution featuring customization and integration capabilities, and an open architecture for a personalized user experience. It can be deployed either on-premises or in the cloud.
Categories & Use Cases
Top Performing Features
Interaction tracking
Users can log and track all customer interactions through any channel, including social, email, phone and in-person.
Category average: 8.1
Call center management
This includes features such as call routing, recording and monitoring; call list management; autodialing; and scripting.
Category average: 6.9
Custom fields
Users can create custom fields to store additional information on standard and custom objects.
Category average: 7.8
Areas for Improvement
Social engagement
The software can facilitate and track engagement with customers via social channels.
Category average: 6.8
Integration with email client (e.g., Outlook or Gmail)
Users can perform tasks within their inbox, such as logging emails, creating contacts, and creating events.
Category average: 7.8
Mobile access
Users can access the CRM system via mobile or tablet device, and potentially leverage the unique capabilities of mobile devices, such as GPS and voice.
Category average: 7.7
Who Buys & Uses Oracle Siebel CRM
#2 most frequent
India
9.4%76 installations of 805
#3 most frequent
United Kingdom of Great Britain and Northern Ireland
6.1%49 installations of 805
Why Oracle Siebel CRM is here to stay for a long time
Use Cases and Deployment Scope
Oracle Siebel CRM is used to replace multiple legacy applications used by the ministry. When implemented it will become the main tool for the day to day activities of the ministry. Its is based on Siebel Public Sector application. The application has several modules: Regulatory Profile, Inspection, Compliance, Investigation, Incident etc. Regulatory Profile includes Entities, Individuals, Systems, Properties, Components.
After the first implementation, it has now be extended to several new ministries.
Pros
- Great data model: the out of the box version comes with standard objects that support most of the industries business models: Finance, Communications, Utilities, Public Sector, Life Sciences to name a few.
- Ease of implementation: implementation is done by configuring standard objects or creating new objects; additional level of customization via script is also possible.
- Lots of resources available on the product
- Supported by Oracle one of the world leader in IT
- Multiple developers can configure and test concurrently in their own workspace and then merge the result in the main application.
Cons
- UI is clear and practical, but lacks some of the fancy features found on today's websites
- Upgrades can be a challenge if the application has been heavily customized
- Some functionalities may not be available if using Siebel Remote
- Siebel CRM works great for internal applications, however the development of external portals for customer access requires way more work either to provide a modern customer experience using existing Siebel portals (eService, Partner portal,...) or to integrate with external website products.
Return on Investment
- 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.
Usability
Other Software Used
Atlassian Jira, Atlassian Confluence, Figma
Oracle Siebel CRM Still Useful
Use Cases and Deployment Scope
It was our former CRM system we used before Salesforce Classic CRM was implemented. We keep Oracle Siebel CRM available for reference purposes, but it's no longer being maintained or updated. Now, our organization uses Salesforce Lightning Platform. It's nowhere near as easy and efficient to use as Oracle Siebel CRM is.
Pros
- Quote Management
- Order Referencing
- Easy UI
Cons
- Outdated UI
- Prone to computer bugs
- Not as detailed as other sales CRMs
Return on Investment
- It still is a great reference tool even though it's no longer our main Sales CRM tool.
- Not having integration between Oracle Siebel CRM and Salesforce Lightning makes it harder to find older information.
- When Oracle Siebel CRM was one of our main Sales CRM tools, it had a lot of glitches and errors which created more frustration and downtime.
Usability
Limitless Customization/Integration Capabilities - This is Oracle Siebel CRM
Use Cases and Deployment Scope
Siebel is like a backbone to our organization, having the endless capacity for integration. When it comes to managing customer data or catering to any service requestor, Oracle Siebel never disappoints us; it has a pretty impressive interface and security.
Pros
- Siebel is really helpful when it comes to managing customer data it's like you can have billions of customers' details in one place and get it with just a single click.
- Having too many options to serve customers when it comes to Complaint handling and escalations from them.
- The security feature is amazing. There is no need to worry about leakage of confidential data.
Cons
- Sometime it start performing slow while fetching data.
- Interface is little hard for beginners.
Return on Investment
- Retention of customer is increased impressively.
- The integration is amazing as we can have multiple integration without hassle.
- It can be deployed both on-premises and in the cloud. Also, it has a user-friendly interface once you get your hands on it.
Alternatives Considered
SAP CRM
Other Software Used
SAP Access Control, Jira Service Management (Jira Service Desk), Workbooks
Oracle Siebel Enterprise Marketing Suite Review
Use Cases and Deployment Scope
Oracle was implemented for us by being able to use a completely new interface that allows the optimization and grade A performance that enhanced our work flow throughout all the complex situations that we have encountered. The best thing about the software was the personalization that truly made the experience different from all the rest.
Pros
- Enhances the workflow
- Provide personalization
- Availability
- Offers solution strategies
Cons
- Catch up with innovations
- Provide more practices
Return on Investment
- Improved sales
- Increase in opportunity for marketing
- Allowed partnership relationship
Alternatives Considered
IRIS CRM
Other Software Used
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics), SAP Access Control, Google Analytics
Best CRM software package
Pros
- Just install the application and use the feature out of the box.
- Good features for all vertical components.
- Easy to integrate with call center vendors.
Cons
- Applet Designer for IP 18 needs a lot of improvement.
- Siebel eService GUI is a bit out of date.
- Training and documents should be available online like Salesforce.
Return on Investment
- Allow the Ministry to implement a complex application in a short amount of time.
- Siebel has positive impacts on daily operations on each employee of the Ministry.
Alternatives Considered
Salesforce.com
Other Software Used
Oracle Analytics Cloud, Microsoft Azure
