THE GOOD

Easy-to-navigate interface:

Oracle CRM On Demand is simply designed with the familiar Microsoft Outlook user interface. On the left side, there's an action bar that contains a strong search tool, a quick-create feature to generate records without having to leave your current page, and an icon to access your recently viewed and favorited items. There are global links on the upper-right corner to get training and support, perform administrative configurations, personalize your setup, and view deleted items which are stored for 30 days.

Robust reporting capabilities:

The Oracle CRM software comes stocked with over 40 prebuilt reports covering pipeline analysis, sales effectiveness, customer service, marketing, and usage tracking. You can also create your own custom reports through the design analysis module, which walks you through creating new analytics or reports to gain insight into performance and trends. There are also configurable dashboards that showcase important metrics at a glance and enable you to drill down into any one of them for deeper analysis.

Solid sales tools to maximize efficiency:

Oracle makes good use of one-click tasks relating to the sales process. You can take an existing lead and mark it as qualified, archive it, convert it to a contact or opportunity, or reject it. Furthermore, you can manage opportunities with the sales process coach. You can set up a system to guide individuals through different parts of the sales stage, such as building vision, negotiation, and closed/won, all of which help develop a more efficient, consistent, and structured sales process.

Offline data access:

An offline client enables you to continue working in your CRM system without Internet connection. You upload changes to the on-demand application once you reconnect to the Internet. This is a very convenient feature for those times when you cannot access the web.

Integration with Microsoft Office applications:

You can create mail merges in Word to be used for certain tasks such as mass emailing. You can also export reports to offline Excel files and refresh at any time with data from your CRM system. Because Microsoft Office is one of the most commonly used suites of desktop applications, this capability is widely appreciated.

Abundant online resources:

Most of your support needs are found in the training and support center for Oracle CRM On Demand customers, where there are resources such as trainings, product release information, a knowledge base, and help documentation. Oracle also provides best practices on such topics as user adoption, implementation, and application customization which are useful for those who are rolling out a new CRM system. On top of that, there is a Learn More section with advanced materials to help you make the best use of the software. A private forum moderated by the Oracle CRM On Demand support team is offered exclusively to paid customers. There is less than a 24-hour response time for all community postings within this forum.

THE BAD

Lacks third-party plug-in solutions:

Oracle's partner marketplace for its CRM software is pretty small. This limits your ability to augment the system with additional tools provided by third parties such as Google Docs or more advanced marketing automation features.

THE DETAILS

Details
Contract Agreement Annual, Month to Month
Data Storage Varies
Free Trial 30 days
Monthly Rate $70 - $125/user
Number of Users Unlimited

FEATURES

Title
  • Case Management You can create, track, and manage customer cases.

  • Computer Telephony Integration (CTI) Computer Telephony Integration (CTI) is enabled for this product. At a minimum, this allows you to manage incoming and outgoing calls.

  • Email-to-Case You can capture a customer case from email.

  • Knowledge Base You can publish a knowledge base to contain solutions to be shared with users in your organization and customers.

  • Solutions You can create, view, and manage solutions used to solving customer cases.

  • Web-to-Case You can capture a customer case online through web forms on your website.

  • Self-Service Portal You can provide online support for your customers through a self-service portal.

  • Service Contracts You can create, track, and manage service contracts - which is an agreement between you and your customers.

  • Campaign Cloning You can easily clone or copy an existing marketing campaign.

  • Campaigns You can plan, create, track, and manage marketing campaigns through the CRM application.

  • Email Templates You can utilize pre-defined email templates or create your own.

  • Mass Emailing You can send a mass email message to multiple recipients.

  • Web-to-Lead Forms You can create and publish forms on your organization's website to gather information and capture new leads.

  • Campaign Activities You can create activities, waves, or hierarchies within a marketing campaign.

  • Campaign Wizard You can get step-by-step guidance in creating marketing campaigns.

  • Analytic Snapshot You can report on and view historical data.

  • Campaign Metrics Reporting You can get reporting on campaign metrics such as: ROI, bounce emails, unique emails open, total email click-throughs, unique email click-throughs, and click-to-open rate.

  • Charts You can create, edit, and view charts with data from the CRM application.

  • Customizable Dashboards You can customize dashboards.

  • Custom Reporting You can create, edit, and view reports with data from the CRM application.

  • Dashboards You can view data through dashboards.

  • Drill-Down Capable You can drill down on a report or chart to see the data set used.

  • Export Reports You can run and export reports from the CRM application. Typical report formats are CSV, PDF, and XLS.

  • Multiple Report Types You can view a report in different formats. These formats include tabular, summary, or matrix.

  • Pre-Built Reports The product comes stocked with pre-built reports.

  • Report Builder You can set up new reports or existing ones through a report builder.

  • Sales Reports You can report on opportunities and leads.

  • Support Reports You can report on cases and solutions for your organization.

  • Scheduled Reports You can schedule a report to run daily, weekly, or monthly. Some products also have the functionality to email the report to you automatically.

  • Account Management You can create, track, and management accounts.

  • Activity Tracking and History You can track current and historical activities for a record, such as accounts, contacts, and leads.

  • Assets Assets are specific products your customers have. You can create, store, and manage this in the CRM system.

  • Competitor Tracking You can track competitors' strengths and weaknesses for your opportunities.

  • Contact Management You can create, track, and management contacts.

  • Customizable Sales Forecasting You can customize sales forecasts.

  • Customizable Sales Process You can customize sales processes for your organization.

  • Document Library You can store files in the document library. These are files that are often shared with your contacts and accounts.

  • Lead Management Leads are potential customers. You can create, track, and manage leads in the CRM system.

  • Lead Routing You can route leads to the appropriate person or team.

  • Lead Scoring You can score leads.

  • Multiple Currencies Your administrator can set up your CRM system to use multiple currencies.

  • Opportunity Alerts You can set up alerts to monitor deals from opportunities.

  • Opportunity Tracking You can track and manage opportunities, which are sales or pending deals, for your organization.

  • Product Catalog You can create, track, and manage products and price lists.

  • Qualify and Convert Lead You can qualify and convert a lead to an account, contact, or opportunity.

  • Quota Management You can set and monitor sales quotas for your sales representatives.

  • Sales Forecasting You can create and generate sales forecasts to see what your expected sales revenues are.

  • Contract Management You can create, track, and management business contracts.

  • Quotes You can create and share quotes for customers.

  • Microsoft Excel You can integrate the product with Microsoft Excel.

  • Microsoft Word You can integrate the product with Microsoft Word. This is useful for such tasks like creating mail merge templates with data from the CRM application.

  • Facebook You can integrate the product with Facebook, which enables you to view a contact record's profile from within the CRM application.

  • Google Apps You can integrate the product with Google Apps.

  • LinkedIn You can integrate the product with LinkedIn, which enables you to view a contact record's profile from within the CRM application.

  • Twitter You can integrate the product with Twitter, which enables you to view and join in on real-time customer conversations.

  • Fields You can customize fields in the CRM application. Depending on the product, this can mean renaming, creating, or ordering fields.

  • Manage List Views You can customize list views in the CRM application to see a specific set of records.

  • Marketplace You can customize the CRM application by adding applications, either from the company or a 3rd party, through a marketplace or app store.

  • Personal Display You can change display options in the CRM application to personalize the user interface based on role.

  • Tabs/Modules You can customize tabs or modules in the CRM application. Depending on the product, this can mean renaming, creating, ordering, or grouping tabs or modules.

  • Formula Fields You can create formula driven fields in the CRM application.

  • API The product has an API feature that enables you to access your organization's information from the CRM application.

  • Data De-duplication You can identify, fix, and reduce duplicate data through data de-duplication.

  • Data Import You can import data into the CRM application. Most commonly in CSV or XLS formats.

  • Deleting Mass Data There is an option to export all of your data in the CRM application.

  • Export Backup Data There is some level of monitoring functionality that enables you to track certain tasks like: bulk data load jobs, inbound emails, usage, or workflow queues.

  • Monitoring You can merge duplicate data.

  • Record Merge You can merge duplicate data.

  • IBM Lotus Notes You can view and send email from an IBM Lotus Notes email within the CRM application.

  • Microsoft Outlook You can view and send email from a Microsoft Outlook email within the CRM application.

  • Gmail You can view and send email from a Gmail account within the CRM application.

  • Yahoo You can view and send email from a Yahoo email account from within the CRM application.

  • Best Practices You can find best practices for the product. Typically in implementation of the product in your organization.

  • Blog There is a blog for the product.

  • FAQ There are frequently asked questions (FAQs) for the product.

  • Knowledge Base There is a knowledge base for the product.

  • Training Some level of online training is available for the product. Typically as courses or classes.

  • User Guides User guides are available for the product.

  • Videos Videos are available for the product.

  • Webinars There are webinars for the product.

  • Access to Accounts You can access account records from the CRM application on a mobile device.

  • Access to Contacts You can access contact records from the CRM application on a mobile device.

  • Access to Leads You can access lead records from the CRM application on a mobile device.

  • Access to Opportunities You can access opportunity records from the CRM application on a mobile device.

  • Access to Tasks You can access tasks from the CRM application on a mobile device.

  • Android You can access the CRM application with an Android phone.

  • Blackberry You can access the CRM application with a Blackberry.

  • Can Edit You can make edits to data in your CRM application on a mobile device.

  • iPhone You can access the CRM application with an iPhone.

  • Access to Cases You can access case records from the CRM application on a mobile device.

  • Access to Dashboards You can access dashboard(s) from the CRM application on a mobile device.

  • iPad You can access the CRM application with an iPad.

  • Windows You can access the CRM application with a Windows phone.

  • Data Sharing Rules Data sharing rules enables administrators and/or users to grant access to defined sets of users.

  • Field-level Security Field-level security enables administrators to restrict view and edit access for certain fields in the CRM system.

  • Security Groups Administrators can create and manage groups in the CRM application. This may include groups based on location, department, or job profiles.

  • Territory Management Territory management enables administrators to grant access to accounts based on characteristics of the accounts. Often is used to structure sales territories.

  • User Management User Management enables administrators to perform certain tasks for users like create user, reset password, and assign permissions.

  • Forums A community for support with common product problems. Typically made up of users and product specialists from the company. Also known as "communities" or "answers".

  • Phone You can get assistance with customer or technical issues with a representative through phone support.

  • Social Media The company has a social media presence in Twitter, Facebook, and/or Google+. This could be a viable support channel for some products.

  • Tickets/Case You can get assistance with customer or technical issues by submitting a ticket/case/service request online, most commonly through a customer service portal.

  • Email You can get assistance with customer or technical issues with a representative through email.

  • Live Chat You can get assistance with customer or technical issues with a representative online through live chat.

  • Auto Response Rules You can create auto response rules to automatically send email responses based on a set of conditions.

  • Case Assignment Rules You can create case assignment rules to specify how cases are assigned to users or queues.

  • Custom Workflows You can create custom workflows to automate procedures and business processes.

  • Escalation Rules You can create escalation rules to escalate cases to users or queues if they are not resolved within a certain time period.

  • Lead Assignment Rules You can create lead assignment rules to specify how leads are assigned to users or queues.

  • Visual Workflows You can create workflows visually in diagram structure.

  • Invoices You can create and manage invoices (customer bills).

  • Price Books You may sell products to customers at variable prices. Use price books to track and manage this.

  • Purchase Orders You can create, track, and manage purchase orders.

  • Sales Orders You can create and manage sales orders for customers.

  • Vendor Management You can track and manage vendor information.

PRICING

Oracle CRM On Demand is priced at $70/user/month and requires an annual subscription agreement. This is for the multi-tenant hosting option. A single-tenant hosting environment is also available at an additional cost of $55, bringing to total cost to $125/user/month. Depending on your company's reputation and volume of seats, Oracle may offer you a price discount.

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