Oracle Siebel CRM

Score6.2 out of 10

109 Reviews and Ratings

Community insights

TrustRadius Insights for Oracle Siebel CRM are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.

Pros

Efficient Management of Quotes and Orders: Users have consistently praised Siebel for its streamlined functionality in managing quotes and referencing orders, simplifying access to customer data with just a single click. This efficiency has enabled businesses to expedite their processes and enhance overall productivity significantly.

Robust Complaint Handling and Escalation Solutions: Customers have lauded Siebel for its robust complaint handling and escalation options, offering a diverse array of solutions to effectively address customer issues. The availability of multiple pathways for issue resolution has been instrumental in ensuring high levels of customer satisfaction.

Flexible Configuration Capabilities: Reviewers have emphasized the flexibility of configuration options in Siebel, enabling precise customization to align functions with specific business requirements without the need for extensive modifications. This adaptability has empowered organizations across various industries to tailor Siebel according to their unique operational needs efficiently.

Reviews

21 Reviews

Oracle Siebel CRM Still Useful

Rating: 8 out of 10

Incentivized

July 17, 2022

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Outdated UI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

Likelihood to Recommend

Oracle Siebel CRM is well suited for when you need to create different versions of the same quote. It's nice to do this in this system because you can see all versions of the quote on one dashboard within the opportunity. It would work better if it allowed salespeople to both quote and send in orders from it. We were able to quote on it, but then had to email our orders to our Orders Team to process them.

Anne Klosterman

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

Vetted Review

5 years of experience

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Limitless Customization/Integration Capabilities - This is Oracle Siebel CRM

Rating: 10 out of 10

Incentivized

May 15, 2022

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.

Likelihood to Recommend

Siebel is like a backbone to our organization, we have millions of customers, and with Siebel, it is very easy to get individual customer data in seconds; it is helping us maintain our customer base, catering to their service requests and complaints is now very easy for us as an organization.

Zulshumail-Ain Bin Pervez

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

Vetted Review

6 years of experience

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Oracle Siebel Enterprise Marketing Suite Review

Rating: 8 out of 10

January 4, 2022

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

Likelihood to Recommend

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!

Alexis Blanco

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

Vetted Review

2 years of experience

Best CRM software package

Rating: 9 out of 10

Incentivized

October 14, 2019

Use Cases and Deployment Scope

Siebel is being used as a case management system for Ontario Ministries. Siebel is being used as a tool for inspectors out in the field to create an inspection, orders, and tickets.

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.

Likelihood to Recommend

Siebel works well for case management in the public sector. Siebel also works well with SalesForce Automation for financial companies.

Sam Tran

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

Vetted Review

15 years of experience

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Why Oracle Siebel CRM is here to stay for a long time

Rating: 9 out of 10

Incentivized

October 10, 2019

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.

Likelihood to Recommend

Oracle Siebel CRM is particularly suited for companies that want to implement a robust CRM in a short timeframe: using out of the box functionality provides the company with the industry best practices and a short development cycle. However it can be adapted to any level of customization to meet specific needs. Given the large capabilities of the product and the riches of its data model, it is more likely to fit medium to large organizations.

Verified User

Consultant in Information Technology (10,001+ employees)

Vetted Review

20 years of experience

Developer perspective

Rating: 10 out of 10

Incentivized

October 3, 2019

Use Cases and Deployment Scope

We are using it for inspections, investigations, field office tracking, and incidents management. It is used across the whole ministry. It addresses key compliance/enforcement functionalities for the ministry and the public.

Pros

Configuration - Allows for fine-tuning of the functions according to business needs without going too far into customization.
Reasonably user-friendly and intuitive interface.
Integration - Allows to integrate it with various in house solutions and other platforms.
Reasonable transaction reporting functionality using BIP.

Cons

Improve configurable popup error messages functionality using/on server components.
Allow docking functionality to be configured by developers instead of expert services by providing adequate configuration options and validation.

Likelihood to Recommend

Oracle Siebel can be customized to fit almost any application. Siebel CRM is a reasonable middle ground towards complex configuration and custom features with plenty of OOTB functions available.

Verified User

Consultant in Information Technology (5001-10,000 employees)

Vetted Review

18 years of experience

Struggling old champion of CRM

Rating: 7 out of 10

Incentivized

October 3, 2019

Use Cases and Deployment Scope

It is being implemented ministry-wide to remove old legacy applications and transition into a more modern system.

Pros

Siebel data model.
Packaged best practices of business processes.
Flexible enough to customize to specific needs/business processes of clients.

Cons

Siebel Open UI lacks detailed documentation and examples. The steep learning curve for traditional Siebel developers and difficult even for javascript developers.
Slowness or lack of catching up with the latest trends and technologies.

Likelihood to Recommend

In the public sector where I work, the case management sections are a great fit.

Verified User

Professional (1001-5000 employees)

Vetted Review

19 years of experience

Siebel CRM Review

Rating: 8 out of 10

Incentivized

September 26, 2019

Use Cases and Deployment Scope

The government has used Siebel CRM (Public Sector) to track activities/applications, run marketing campaigns, and implement business processes according to business policies.

Pros

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.

Cons

Migrations between environments is one area that could be improved, with tools to compare and move data elements (source vs target).
Easier ways to identify, through email or a web page, the health of the overall system (components, marketing campaigns, tasks, servers, etc).
The UI seems to be improved with the newer versions of Siebel, but I believe it requires a lot of new features. It seems that other CRM solutions that are cloud-based are putting a lot of emphasis on the Usability and presentation, things where Siebel may need to catch up...

Likelihood to Recommend

Siebel is well suited as an enterprise solution, as it provides the main elements corporations require to support and maintain their data. Siebel CRM is less appropriate to the general public or partners since, in my opinion, the UI needs better presentation.

Miguel Padilla, M.Eng.

CRM Architect/Consultant in Information Technology at IRCC (1001-5000 employees)

Vetted Review

21 years of experience

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Best On-Premise CRM

Rating: 7 out of 10

Incentivized

September 19, 2019

Use Cases and Deployment Scope

It is used for sales and marketing.

Pros

Stable and robust application.
Supports business process automation.
Best data model.

Cons

Latest UX design.
Expose application to the mobile platform.
More service-oriented options.

Likelihood to Recommend

Good for a large corporations with complex process.

Vetrivel Marudhachalam, PMP

Solutions Engineer Advisor Sr in Information Technology at Anthem, Inc. (10,001+ employees)

Vetted Review

17 years of experience

View profile

It has all the tools you need

Rating: 10 out of 10

Incentivized

September 18, 2019

Use Cases and Deployment Scope

It is being used by the entire department to manage citizenship and immigration for Canada.

Pros

Excellent scalability to support a large number of users.
Very stable.
Responsive engineering team.
Excellent performance.

Cons

Improve migration process.
Update training material to reflect newer versions of Siebel.

Likelihood to Recommend

It is well-suited for case management for large enterprises.

Karl Brown

Owner/Technical Architect in Information Technology at IRCC (10,001+ employees)

Vetted Review

19 years of experience

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Why Oracle Siebel CRM is here to stay for a long time

Rating: 9 out of 10

Incentivized

October 10, 2019

Use Cases and Deployment Scope

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.

Likelihood to Recommend

Verified User

Consultant in Information Technology (10,001+ employees)

Vetted Review

20 years of experience