Oracle Siebel CRM

Score6.2 out of 10

109 Reviews and Ratings

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

Customer Relationship Management (CRM)

Interaction tracking
Users can log and track all customer interactions through any channel, including social, email, phone and in-person.
Category average: 8
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

Social engagement
The software can facilitate and track engagement with customers via social channels.
Category average: 6.9
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

Verified User

Consultant in Information Technology (10,001+ employees employees)

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

Anne Klosterman View profile

Software Maintanence Renewals Territory Representative in Sales at Quest Software (1001-5000 employees employees)

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

Zulshumail-Ain Bin Pervez View profile

Training & Development Executive in Human Resources at IBEX | Global Pakistan (1001-5000 employees employees)

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

Alexis Blanco

Case Advocate in Customer Service at Community Tax (501-1000 employees employees)

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

Sam Tran View profile

CRM Solution Designer Consultant in Information Technology at Ontario Ministry of Natural Resources and Forestry (1001-5000 employees employees)

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

SAP CRM discontinued

Oracle Siebel CRM

What is Oracle Siebel CRM?

Categories & Use Cases

Key Features

Top Performing Features

Interaction tracking

Call center management

Custom fields

Areas for Improvement

Social engagement

Integration with email client (e.g., Outlook or Gmail)

Mobile access

Reviews

Use Cases and Deployment Scope

Pros

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Return on Investment

Usability

Other Software Used

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Usability

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Alternatives Considered

Other Software Used

Use Cases and Deployment Scope

Pros

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Return on Investment

Alternatives Considered

Other Software Used

Pros

Cons

Return on Investment

Alternatives Considered

Other Software Used

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