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Oracle
CRM On Demand
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 |
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:
-
An Oracle data center in a single-tenant or multi-tenant (shared) hosting
environment. - 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.
Oracle CRM On Demand System Requirements |
|
---|---|
Browser |
|
Tablet Browsers |
|
Other requirements |
|
Microsoft Office Integrations |
|
Outlook E-mail Integration (OEI) |
|
CRM On Demand Desktop v5.2 & Desktop Lite |
Supports the following operating systems:
Supports the following Microsoft Outlook versions:
Supports the following Microsoft Exchange Server versions:
Supports the following Outlook Profiles for installation:
|
Notes E-mail Integration |
|
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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