Comprehensive Oracle EBS CRM Review in 2024: Key Takes

What Does Oracle EBS CRM Do?

Oracle EBS CRM is one of many business tools offered by the company. Oracle E-Business Suite includes enterprise resource planning (ERP) and customer relationship management (CRM) applications. The customer experience (CX) CRM is accessible via the cloud computing service Oracle Cloud.

Oracle CX is a marketing, service, and sales-oriented CRM platform that caters to B2B and B2C businesses. It features automation, engagement, and campaign management tools to boost your marketing efforts. 

The sales performance management function drives productivity while planning tools help to reduce costs. Data organization is just the tip of the iceberg, so let’s explore what else you can expect from the platform.

Key Features of Oracle EBS CRM

Just as the Oracle EBS CRM is part of a larger suite of products, there are specific tools and solutions within the CX CRM that you can use to meet your business needs. If you have agents in the field, the field service option helps you plan, optimize, and share resources. At the same time, the customer data platform focuses on delivering insightful real-time overviews of your customers.  

Field Service Management

The field service feature has extensive capabilities, including providing access to technicians so that they complete their work on-site. It enables access to job details and critical information alongside workflows that guide workers in the field. In addition to customer and fault details, the tool acts as a knowledge base, offering manuals, documents, and relevant service videos.

Alt text: Mobile view of collaboration and communication center. Source: Personal screenshot of product video.

Alt text: Mobile view of the knowledge base. Source: Personal screenshot of product video.

The service also allows colleagues to collaborate and share expertise in solving customer problems. Your business can use it to track Internet of Things (IoT) equipment, schedule activities, and raise work orders. 

One of the most crucial benefits of this feature is staffing and resource management. The field service tools include workload management and forecasting, which are useful for supply chain control. You can also gain insights to optimize operation efficiency and automate routes and schedules to reduce costs.

Customer Data Platform

The customer data platform gathers and combines campaign and non-campaign data from offline, online, and third-party sources for a full overview of each customer. It’s compliant with data protection laws and excludes those who don’t want their data used for marketing purposes. 

This tool puts data quality in the marketer’s hands without IT specialists needing to get involved. Plus, there are preconfigured schemas for specific industries to use as starting points. The data is ready to use to personalize marketing and advertising communications, or you can export the results to sales and other channels.

The drag-and-drop function of the interface makes it easy to use and customize. If you start with your business goals in mind, you can quickly create analytics segments to work out how to engage different groups using intelligent attributes. If you want to expand the data, you can pick relevant third-party audiences to get a clearer picture. 

The dashboard goes beyond segmentation to deliver insightful analytics. You can use the charts to check progress against different metrics. For example, there are widgets to check in-store and online sales performance or investigate why a campaign with a high click rate didn’t have a conversion rate to match. 

Available Integrations

Besides working with the many other elements of the Oracle E-Business Suite, Oracle CX and its component parts integrate with third-party platforms.

• Amazon Web Services
• Microsoft Outlook
• Gmail
• Shopify
• Azure
• Google Tag Manager
• Adobe Analytics
• DocuSign
• Optimizely
• Mailchimp
• LinkedIn
• Meta

Pricing Plan

Oracle CX CRM is a suite of tools, which makes it a scalable and flexible option that you can choose alongside the other services from the E-Business Suite. The stack includes Oracle Marketing, Oracle Sales, and Oracle Service alongside the Oracle Unity Customer Data Platform.

You’ll need to contact the Oracle team to discuss your needs and the pricing for the services you want to access. You can request a demo to get to grips with what this CRM solution offers.

Oracle EBS CRM Customer Service 

How you get support demands on the services you use. For example, Oracle Cloud subscription customers can head to the portal to use the getting started guides. They’ll also have the option to contact their Cloud Customer Success Manager and join the forum.

Those with a My Oracle Support contract can use that portal, which includes a knowledge base, answers to technical questions, and the option to submit service requests. Alternatively, there’s a technical support line. 

You can use live chat to speak with the sales team or call Monday to Friday between 5 am and 5 pm PT. Oracle is a large company with a lot of services, which means it can sometimes take a while to find the right information on their site. Finding help from within the platform is much easier, though.

Is Oracle EBS CRM Easy to Use?

The different tools in this platform connect to deliver a seamless service, which makes it easy to use. The user interface is logical and intuitive, especially in certain areas, such as the field service management feature. 

There are many tools, widgets, and different uses, so it can take some time to explore. However, the introductory tours and videos are useful starting points for getting to know where to find things and how everything works. That being said, some of it is trial and error, so expect there to be a relatively steep learning curve before feeling all of the benefits.

The dashboards for each section are separate, so while you’re only a few clicks away from a comprehensive set of features, it’s not too crowded or confusing. However, several aspects of the interface and finding your way around feel quite daunting at the start.

Which Companies Work With Oracle EBS CRM?

Several major global companies use Oracle services, including CX, to increase customer engagement and improve their services.

• Bosch
• Mazda
• Duracell
• Cisco
• Dow Jones
• AirBorn

Suitability Assessment

Choose Oracle EBS CRM if:

• You want a flexible range of tools for sales, marketing, and your service department
• You need to provide a knowledge base, scheduling, and workflow of field agents
• You want to leverage customer data that you can segment to enhance communication and engagement
• You want an overview of your customers and sales data to track performance
• You need a tool that’s part of a wider suite, including ERP services
• You want to invest time and money in a thorough and multipurpose solution

Avoid Oracle EBS CRM if:

• You want a free plan or a quick registration
• You prefer CRM systems where you can learn the basics in a few minutes
• You’re a small business or startup that needs a few customer detail, tracking, and marketing tools
• You’re on a budget and don’t want to hear a sales pitch to find out the prices