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Benefits and Insights

Why use Siebel?

Key differentiators & advantages of Siebel

  • Deploy in the Cloud: Available via the Oracle Compute Cloud Service (OCCS). Reduce TCO, scale environments as needed, accelerate the start-up time and achieve a minimum uptime of 99.95%. 
  • Increase Agility: A continuous release model ensures regular updates that provide faster access to new features and security improvements. Also simplifies the updating process to minimize maintenance costs. 
  • Build on a Flexible Platform: Siebel Open UI uses one framework that supports multiple use cases, such as mobile, touch and employee-facing, offering a tailored user experience based on role. 
  • Gain Sales Insights: Gain visibility into pipeline and sales performance. Seamless integration with the other Siebel applications helps phase deployments. Segment sales regions, identify where to take action and offer tailored coaching to team members. 
  • Make Better Decisions: A 360-degree, real-time view of all sales activities enhances decision making. 
  • Execute Multichannel Campaigns: Integrate workflows, collaborate on approvals and use financial models to optimize marketing spend. Easily track campaigns via a command center. Up-to-date customer info enables the creation of personalized, targeted campaigns. 
  • Enhance Customer Service: Contact center teams can view historical customer interactions and respond to emails automatically. They can also ensure timely, comprehensive service for any customer or employee problems via a native help desk. 
  • Facilitate Mobile Service: Manage field service activities such as scheduling and contract management, as well as streamline and improve claims processes. 
  • Connect CRM With Social Media: An integrated framework connects the system with Oracle Social Relationship Management Cloud Service. View all contact info, address issues on social networks, transfer social media leads into Siebel CRM and more. 
  • Extend Capabilities: Integration with Oracle’s BI applications provides a range of analytics functionality. Additionally, connect with the Oracle CX Cloud Suite to provide a unified ecosystem, ensuring customer-centric experiences. 

Industry Expertise

Serves over 4,200 global clients from small businesses to enterprise giants. The software industry forms its largest customer demographic, with other industries including IT and services, banking, hospital and healthcare, financial services, staffing and recruiting, telecommunications, and insurance.

Key Features

  • Sales Tools: On-the-go sales reps can access information while in person, respond to inquiries faster and increase sales. Capturing quotes and orders makes tracking products easier and offers insights that optimize product bundle targeting, prices, and cross-sell and upsell. 
  • Marketing Capabilities: Manage everything from events to email marketing and web marketing. Plan and track budgets while analyzing marketing activities via the resource management module. 
  • Dynamic Catalog: Define selling rules and maintain catalogs with this module. It integrates product selection and configuration to support comprehensive search options, configurations, and targeted upsell and cross-sell offers. 
  • Pricing Analytics: Make context-based decisions using consistent data. Determine product demand and gauge the overall effectiveness and pricing impact across various regions and offers such as discounts, incentives and more. 
  • Quote and Order Lifecycle Management: Ensure order completion, validity and accuracy. Support pricing and product configurations. Approve quotes, verify credit and payment, and analyze orders for greater understanding of the process and pipeline. 
  • Mobile Access: Maintain flexible access to key data: 
    • Remote capabilities support mobile devices such as laptops and tablets.
    • Siebel Mobile lets field workers view key data from iOS and Android devices as well as pagers.
    • The server sync feature integrates Microsoft Exchange Server and Siebel CRM’s database for automatic data syncing.
    • Wireless and handheld solutions cover mobility needs.
  • Loyalty Management: Build campaigns that drive loyalty without the need for IT expertise. Leverage marketing, analytics and service tools to boost profits and cut expenses while getting the most out of each customer relationship. 
  • Partner Management: Facilitate management of partner relationships by: 
    • Sharing information and streamlining processes for marketing, sales and other areas.
    • Overseeing partner relationships with tools for lead tracking, forecasting, partner progress assessments, complex pricing and channel operations management.
    • Supporting partner communities via a partner portal.

Limitations

User feedback at the time of this review suggests the following drawbacks of Siebel CRM:

  •  The UI isn’t intuitive and looks clunky. 
  •  Takes longer to load when starting, especially after version upgrades. 
  •  Updates can take many hours. 
  •  Using different features frequently creates glitches. 

Suite Support

A knowledge base covers topics like logins, certification info and patch downloads, with some requiring logging in to a user account. Advanced customer support services include systems optimization, security, transition and managed platforms.

mail_outlineEmail: Not listed.
phonePhone: Get answers to both technical and non-technical questions by dialing 1 (800) 223-1711. Support numbers for other countries are available on the Global Contact page.
schoolTraining: Available in a number of disciplines, including Java, databases and applications. Take courses on demand, in-person, via live virtual classes and more. Certifications and subscriptions are also available.
local_offerTickets: Submit service requests via “My Oracle Support” after logging in.

Cost of Ownership

License/Subscription Cost
  • On-premise:
    •  License-based model where users are required to pay an upfront fee to own the software, plus IP for a fixed term, along with installation, customization and integration costs 
    •  License cost is based on the named user license, plus an additional cost for the software update license and support 
    •  Each Siebel user/customer must purchase one Siebel CRM Base Application 
    •  In case the user/customer requires industry-specific functionality, users can select the industry base option per their preferences, in addition to the CRM Base Application 
    •  Cost varies depending on the industry-specific Oracle Siebel CRM solution opted for, along with the chosen Siebel CRM Base Application (refer to the CRM Pricing Guide for details) 
    •  Siebel modules must be licensed for each user 
    •  No technology products are included with Siebel licenses. Any required technology from Oracle or outside vendors require purchasing separate licenses 
  • Cloud-based/SaaS:
    •  Recurring subscription based model that depends on the number of users 
    •  Existing Siebel CRM licenses can be reused in the cloud 
Maintenance Cost
  •  On-premise: Software update licenses and support are charged over and above the license cost 
  •  Cloud-based/SaaS: Included in the subscription cost 
Installation/Implementation Cost
  •  On-premise: Included in the license cost 
  •  Cloud-based/SaaS: No installation cost 
Customization Cost
  •  For both on-premise and cloud-based/SaaS solutions, the cost varies depending on the pricing plan/module selected and the level of customization required 
Data Migration Cost/Change Management/Upfront Switching Cost
  •  For both on-premise and cloud-based/SaaS solutions, the cost varies depending on the current software, amount of data to be migrated, availability of migration tools, complexity of data, and gaps between the existing system and the new system 
Training Cost
  •  For both on-premise and cloud-based/SaaS solutions, the cost varies depending on the type of training chosen, whether it’s end-user training, group/department training, video/self-training or a train the trainer approach 
Recurring/Renewal Costs
  •  On-premise: Costs vary depending on the number of named user licenses purchased, along with the industry-specific CRM solution. Additional costs include the software update license, support, annual innovation packs, monthly patch sets and Premier Support services, if chosen 
  •  Cloud-based/SaaS: Renewal cost is included in the fees paid monthly or annually, based on the number of user licenses purchased, the customization cost, annual innovation packs, monthly patch sets and Premier Support services, if chosen 

Siebel Reviews

Average customer reviews & user sentiment summary:

485 reviews

72%

of users would recommend this product

Synopsis of User Ratings and Reviews

Based on an aggregate of reviews taken from the sources above, the following pros and cons have been curated by a SelectHub Market Analyst.

Pros

  • Customer Database: Every user who references this feature noted it helps store a wide variety of information in one place and gain the trust of customers.
  • Feature-Rich: The platform has a great range of features and functionalities, according to every user who talks about this aspect.
  • Ease of Use: More than 72% of reviewers referencing this aspect observed that the navigation is simple and self-explanatory.
  • Customization: The system offers extensive customization, as noted by 70% of reviewers who mentioned this feature.
  • Scalability: Every review mentioning this aspect asserted Siebel CRM offers sophistication and scalability.

Cons

  • Interface: 82% of reviewers who talked about design mentioned the UI is outdated and looks clunky.
  • Performance Issues: The app tends to hang often when different features are used frequently and reports technical glitches, as observed by 95% of reviewers referring to this aspect.
  • Slow to Start: Every user referencing speed observed the system takes time to load, especially after version upgrades.

Researcher's Summary:

Siebel CRM helps businesses of all sizes enhance customer experiences and automate processes. It offers a centralized customer database, supports marketing, sales, service and other key areas of customer interaction, and helps gain customer loyalty. This feature-rich system is easy to use, scalable and offers vast customization scope, as most reviews mentioned. However, the interface needs improvements to look more modern and the system tends to be unresponsive at times. Overall, it’s an efficient and smart CRM that suits a variety of business requirements.

User Sentiment i

Based on 485 reviews:

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