Oracle Siebel

Oracle Siebel

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3.4 out of 5 stars
13 6.5 / 10
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The world's most complete customer relationship management (CRM) solution, Siebel delivers a combination of transactional, analytical, and engagement features to manage all customer-facing operations. Siebel CRM delivers comprehensive on premise and on demand CRM solutions that are tailored industry solutions.
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Oracle Siebel Reviews (20)

Comprehensive data model. Strong workflow engine. Several integration options. With Open UI it is now not IE only product. Introduction of CRM Desktop plugin for... Read More
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Timur Fatykhov
Internal Consultant in Financial Services
Siebel is effectively a 'data model out of the box'. It often takes more time reverse-engineering what is there to see it it fits requirements, than it would take to... Read More
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Neil Procter
Consultant in Information Technology and Services
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It takes time to learn but it gives a lot of functionality out of the box

What do you like best?

Comprehensive data model. Strong workflow engine. Several integration options.

With Open UI it is now not IE only product. Introduction of CRM Desktop plugin for Outlook gives nice offline capabilities without installation of additional software.

What do you dislike?

Whole configurations and modifications stored in one binary file. Depends on the company polices about SDLC that could be a problem especially with regression testing. Hard to define what should be tested and what is not. Also in-app reporting is implemented by use of OBIEE Publisher and requires OBIEE instance. All marketing analytics is done via predefined set of subject areas and OLAP schema for OBIEE.

Recommendations to others considering the product

Siebel implementation requires very extensive and detailed planning. Depends on complexity of a project it usually takes from 3-6 month to implement new application. In case of migrating legacy application which includes data loads add 1 or 2 additional months.

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Analyst / Tech Writer in Oil & Energy - Oracle Siebel Review Author
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Validated Review

An Average database management system that requires much too manual work to maintain

What do you like best?

This system does provide large navigation tabs and logical search fields for researching accounts. Adding a new account is relatively easy and the List Management feature is great for storing leads. The marketing campaign is another great feature to help your company determine ROI of marketing strategies. Extracting data function is very simple to use.

What do you dislike?

The user interface does not seem to be as updated as most other CRM systems like salesforce. Some of the features are not intuitive. In fact it can be very intimidating to first-time users. It does take some time to learn for those that are not very familiar with database systems. In my experience, I had to create many workarounds just to get 1 contract transacted. Processing times can be very extensive. This is not a very automated system. You have to put a lot of effort into manual work. It takes a while to incorporate automation. Also, for the past year I have been running into errors using the promotion feature. There seems to be an issue that my IT team is having trouble fixing. Another item to note is that there is not way of creating multiple accounts at once unless you create a batching software program to aid in this. My company had to spend time creating a an excel macro that was compatible with siebel in order to batch large lists of accounts that needed...

Recommendations to others considering the product

This is an average system. Sometime quotes, pricing, and contract processing can become an issue. This is not a good system to generate customized reports. You have to export the data if you want to customize. You might be better off using Access depending on your companies needs.

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Validated Review

very complex but highly customizable tool

What do you like best?

It is highly customizable to meet internal work flow processes - and all needed customer information is available for the user.

What do you dislike?

however the customization impacts normally the performance - also from my point of view it is more a sales orientated tool and not really usable as a quick contact logging tool in customer service contact centers (1st level Help Desk) where a quick contact logging including easy navigation is needed.

Special expertise is needed to configure and customize it - high effort in training for the needed know how.

Recommendations to others considering the product

All in all it is a good tool and I am sure its perfect for big companies where a customization is needed.

To avoid over customization I would recommend to be clear in your requirements.

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Validated Review

Multi platform, OOB features for Vertical & Horizontal market, Easy to customize and integrate

What do you like best?

Different Levels of Configuration and Management, Diversity of OS and RDBMS supported, OOB features that support Small and Big Enterprises, Web based and the most important, easy to integrate with legacy solutions and migrate data.

What do you dislike?

Special expertize is needed to follow the Tool Best Practices configuration, Expert Resources are hard to find, Internal Object Classes might bring issues or limit the customization.

Recommendations to others considering the product

No package solution is 100% available to the customer or allows very detailed customizations however Oracle Siebel allows each company to drive its business customizing its OOB features to accomplish the requirement and even thought this might need a Siebel Tools developer the outcome 99% percent of the time helps the business to Manage the Customer Relationship in Detail with a stable and Friendly solution.

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Reviewed

Complex and Outdated

What do you like best?

Good workflow capability and quite flexible in terms of customisation. Lots of industry-specific support, which is good if it exactly fits requirements (rare). Extensive data model which is good if it matches customer requirements.

What do you dislike?

Siebel is effectively a 'data model out of the box'. It often takes more time reverse-engineering what is there to see it it fits requirements, than it would take to define and configure it in more modern platforms like Salesforce.com. It is also not very stable or performant, and requires the purchase of hardware as it is an on-premise platform. It is also a significant upfront investment.

Recommendations to others considering the product

Since Oracle have released their Fusion applications and purchased RightNow CX, Siebel likely has a limited future. It is based on old, on-premise technology which has now been superseded by the aformentioned Oracle products and 'Cloud' players like Salesforce.com.

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