Oracle CRM On Demand

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CRM On Demand

by Karen Spring

Docid: 00021155

Publication Date: 1903

Report Type: PRODUCT


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:


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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


Name: Oracle
500 Oracle Parkway
Redwood Shores, CA 94065 US
Tel: (650) 506-7000
Toll-Free: (800) 392-2999
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

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

  • 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

  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

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


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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


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Table 1 provides information regarding requirements for Oracle CRM On

Table 1. Oracle CRM On Demand Release
37 System Requirements

Oracle CRM On Demand System Requirements


  • Microsoft Edge
  • Google Chrome, latest stable version
  • Microsoft Internet
    Explorer 11
  • Mozilla Firefox
    (Mainline and ESR)
  • Apple Safari versions 10.x, 11.x for OS X, and 5.x for Windows
Tablet Browsers
  • Apple Safari on devices running iOS 8.4x, 9.1, 9.2x, 9.3, 10x, 11x
  • Google Chrome on devices running Android 5.1x, 6.0x, 7.x
  • Microsoft Edge on devices running Windows 10
  • Microsoft Internet Explorer 11 on devices running Microsoft
    Windows 8.1 with update

Other requirements

  • Display on devices should be at least 1024×768 resolution or higher

Microsoft Office Integrations

Outlook E-mail Integration (OEI)

  • Microsoft Office must be installed locally in the user’s machine

  • Must be
    running any of Microsoft Office 2010, 2013, or 2016 versions

  • Must be running any of Microsoft Windows 7,
    or 10 with
    updates (Desktop UI)

CRM On Demand Desktop v5.2 & Desktop Lite

Supports the following operating systems:

  • Microsoft Windows 7 SP1, 32-bit or 64-bit (x64)
  • Microsoft Windows 8.1 update 1, 2 or 3, 32-bit or 64-bit (x64)
  • Microsoft Windows 10 RTM/Version 1115, 32-bit or 64-bit (x64)

Supports the following Microsoft Outlook versions: 

  • Microsoft Outlook 2010 SP2 (32-bit or 64-bit)
  • Microsoft Outlook 2013 RTM/SP1 (32-bit or 64-bit)
  • Microsoft Outlook 2016 RTM (32-bit or 64-bit)
  • Microsoft Outlook 2019 RTM (32-bit or 64-bit)

Supports the following Microsoft Exchange Server versions: 

  • Microsoft Exchange Server 2010 SP3, Cached Exchange Mode only
  • Microsoft Exchange Server 2013 SP1, Cached Exchange Mode only
  • Microsoft Exchange Server 2016 RTM, Cached Exchange Mode only
  • Office 365, Cached Exchange Mode only

Supports the following Outlook Profiles for installation: 

  • Profile with a MS Exchange e-mail account configured in cached
    mode. Outlook needs to be run with this profile at least once.
    Accounts with additional mailboxes are supported.
  • Profile with an Internet e-mail account. Outlook needs to be run
    with this profile at least once.

Notes E-mail Integration
(NEI) v2.0

  • Must be running any of IBM Lotus Notes 8.5.x or 9.0.x
  • Must be running any of Microsoft Windows 7 or 8.1 with updates
    (Desktop UI)


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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. 


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


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  • Microsoft Dynamics CRM

  • NetSuite CRM

  • Customer Success Platform

  • SAP CRM and Customer Experience
  • Sugar CRM

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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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