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Oracle
CRM On Demand

by Karen Spring

Copyright 2019, Faulkner Information Services. All Rights Reserved.

Docid: 00021155

Publication Date: 1903

Report Type: PRODUCT

Preview

Bolstered by acquisitions, Oracle offers an extensive portfolio of customer relationship management (CRM) solutions including CRM On Demand, a Software-as-a-Service (SaaS) solution that enables
customers to utilize Oracle’s CRM capabilities without the cost of deploying and maintaining on-premise CRM software. This report takes a look at
the features within Oracle CRM On Demand, which is currently in release 37, along with the applications it can be used for and its technical specifications.

Report Contents:

• Description
• Related Faulkner Reports
• Vendor
• Applications
• Environment
• Support
• Pricing
• Competitors
• Web Links

Description

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Customer relationship management (CRM) is an information industry discipline
that encompasses the methodologies, the software, and the
Internet functionality required to manage the relationship between an enterprise
and its customers.

Related Faulkner Reports

CRM Market Trends Market

CRM provides the technology to ensure that sales leads are fully exploited,
from the initial sale to subsequent "upsell" opportunities. CRM
allows enterprise sales and marketing personnel to increase the "lifetime
value" of each customer, thus helping offset the costs of new customer
acquisition. 

Vendor

Name: Oracle Headquarters 500 Oracle Parkway Redwood Shores, CA 94065 US Tel: (650) 506-7000 Toll-Free: (800) 392-2999 Web: https://www.oracle.com/ Type of Vendor: Application, development, and database software provider Founded: 1977 Service Areas: Global Stock Symbol: ORCL (NASDAQ)

Several firms dominate the enterprise CRM space, most prominently SAP and
Oracle.

Bolstered by its CRM acquisitions, Oracle offers an extensive portfolio of
customer relationship management solutions, including PeopleSoft CRM, JD Edwards EnterpriseOne
CRM, Siebel,
RightNow Technologies, and UpShot.

Oracle CRM On Demand is a Software-as-a-Service (SaaS) solution that enables
customers to utilize Oracle’s considerable CRM capabilities without the cost of
deploying and maintaining on-premise CRM software. The benefit that customers
find appealing is that there is no hardware requirement.

Supporting multiple languages and currencies to enable its global reach, Oracle CRM On Demand is comprised
of multiple
components,
including:

• Sales –
  Simplifies and automates the sales process and increases the productivity
  of sales representatives while improving customer interaction.
• Marketing – Automates marketing
  campaigns by gathering more complete information on sales leads through
  progressive profiling.
• Service – Allows customers to interact in
  whichever manner they choose (IVR, phone, email) while agents have accurate
  information to boost performance and satisfaction. 
• Call Center –
  Features a hosted multi-channel support application that provides agents with
  360-degree views of customer interactions.
• Analytics –
  Includes a pre-built data warehouse that
  allows the convergence of real-time intelligence with historical and
  comparative trend analyses.
• Mobile – Manages customer relationship
  data in real-time from any mobile device. 

Oracle CRM On Demand allows for the following: 

• Integration – Provides pre-built
  integration for existing environments including Oracle JDeveloper, IBM
  WebSphere, Microsoft .NET, and BEA WebLogic. 
• Partner Relationship Management – Enables companies to recruit
  partners and manage those relationships to ensure they get the right
  partners working on the right territories and deals.

Oracle CRM On Demand may be deployed at:

1. An Oracle data center in a single-tenant or multi-tenant (shared) hosting
   environment.

2. The customer’s location (on premise), in which
   case Oracle will provide remote solution management.

The latest version of Oracle CRM On Demand is 37, which was released in 2018.
This version delivers enhanced functionality within Extensibility, Mobile, and
Usability. 

Among the new features included within release 37 are: 

• Connected Mobile Sales (CMS) – An add-on mobile service for Android and
  iOS that was released in an earlier version, this service has been enhanced
  to support continuous scrolling on List Pages and updated to display
  addresses more effectively..
• Workflow Scheduling – Thanks to a new trigger event, "Scheduled
  Event," workflows can be scheduled with specific metrics – i.e. start
  date, recurrence period, and an end date or number of occurrences. .
• Analytics – Ability to save static snapshots in briefing books and
  compare them with prior months and copy analytics objects between two
  environments.  

Applications

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The Oracle CRM On Demand ecosystem encompasses general
(horizontal) as well
as industry specific (vertical) customer relationship management tools.

Current Industry Editions are:

• Automotive
• High Technology
• Insurance
• Life Sciences – Medical
• Life Sciences – Pharma (Pharmaceutical)
• Wealth Management

Each edition features out-of-the-box business processes, data models, object models, and
business logic designed to support the unique requirements of a particular
sector.

Environment

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Table 1 provides information regarding requirements for Oracle CRM On
Demand.

Support

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Oracle Global Customer Support (GCS) provides 24/7 access to the
My Oracle Support portal as well as worldwide toll-free phone support.
Additionally, customers can find help, training, and support services from the
Oracle CRM On Demand Training and Support Center. 

Pricing

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For pricing information, call Oracle directly at (800) 633-0738 to speak with
a sales representative.

Competitors

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• Microsoft Dynamics CRM

• NetSuite CRM

• Salesforce.com Customer Success Platform

• SAP CRM and Customer Experience
• Sugar CRM

Web Links

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• Microsoft: https://www.microsoft.com/
  NetSuite: http://www.netsuite.com/ 
• Oracle: https://www.oracle.com/
• Salesforce.com: https://www.salesforce.com/
• SAP: https://www.sap.com/
  Sugar: https://www.sugarcrm.com/ 

About
the Author

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Karen M. Spring is a staff editor for Faulkner Information
Services, tracking high-tech industries, including network security, data
breaches and cybercriminal activity, CRM, network management, Internet security,
and software tools. She writes regularly on high-tech topics for publications in
the k-12 and higher education industry. Previously, Ms. Spring was a marketing
specialist for two computer distributors, working closely with such clients as
3Com, IBM, Okidata, Unisys, and Acer.

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