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The Top 10 CRM Software Systems in Southeast Asia—Oracle CRM


An Independent Review of Oracle CRM onDemand Software in Southeast Asia

With multiple CRM software products, including Oracle Fusion CRM, Oracle Siebel, Oracle on Demand and PeopleSoft CRM, Oracle is clearly a global leader in the Customer Relationship Management software industry. Whether Oracle or SAP holds the top position in the worldwide CRM market depends upon which particular metrics are counted. Between them, they clearly represent the top two CRM product companies.

CRM Software Suite

Oracle CRM On Demand was initially released in 2006, is currently on release 19 and includes support for sales, service, marketing, contact on demand (call center), analytics, mobile, and partner relationship management (PRM).

CRM software features sets unique or particularly strong in Oracle CRM onDemand include the following:

  • Account and contact management with integrated analytics.
  • Opportunity management with an integrated sales process coach, support for multiple sales process types, intelligent lead qualification and opportunity assessments.
  • Very flexible quota management including prorated quota definitions and goals definitions.
  • Business process customization including time based workflow and advanced field management.
  • Offline access with Outlook, PocketPC PDAs and Palm PDAs synchronization.
  • The only cloud CRM system with integrated marketing automation software capabilities—including digital lead tracking, lead scoring, progressive profiling, nurture marketing, lead transfer and lead analytics.

While the CRM customer service software suite includes unified, multichannel communications, hosted Automatic Call Distribution (ACD) and Interactive Voice Response (IVR) capabilities, Computer Telephony Integration (CTI) with screen pops, Web chat and even Public Switched Telephone Network (PSTN) and Voice Over Internet Protocol (VoIP) support, this solution is not the preferred Oracle contact center solution. Since the acquisition of RightNow Technologies in January 2012, the Oracle RightNow CX product is the go-to product for cloud and contact center solutions.

Oracle CRM On Demand delivers industry specific CRM functionality for the life sciences, insurance, financial services, and automotive vertical markets. New life sciences functionality includes Life Sciences offline client extensibility, mass creation of planned calls, enhanced PCD assessments, and the ability to customize and extend account to contact relationships. New automotive functionality includes vehicle data enhancements, dealer addresses, and improved historical information. New insurance capabilities include policy origination support, policy object enhancements, and financial plans and financial accounting enhancements.

Mobility is supported on the BlackBerry and iOS (iPhone and iPad) platforms.

The multi-tenant CRM hosted service is approximately US$75 USD per user per month. The single tenant hosted service is approximately US$125 per user per month. Oracle generally discounts software pricing based on the volume of seats, time of year and the 'status' of the customer.

Southeast Asia Support

In South East Asia, Oracle maintains offices in Indonesia, Malaysia, Philippines, Singapore, which also supports Brunei, Cambodia, and Laos, Thailand, and Vietnam. Oracle regularly holds CRM onDemand training classes in its Singapore office.

For users in South East Asia, Oracle CRM Demand is available in English and Thai.

The Oracle Partner Network (OPN) is a global community of about 30,000 partners which include Value Added Resellers (VARs), professional services firms, system integrators and independent software vendors (ISVs). While Oracle does have dozens of partners throughout Southeast Asia, the online Oracle Partner Network Solutions Catalog only shares five Oracle CRM onDemand partners in the Asia Pacific region—with three in India, one in Australia and and one in New Zealand. However, while a smaller number of partners, they often tend to be larger partners, such as CRMNow, which started its operations in Australia in 2007 and now has offices in Malaysia and Singapore.

CRM Software Cloud Delivery

Oracle hosts its Oracle CRM On Demand service in its data centers in Austin, Texas and Sydney, Australia, with a standby data center in Colorado Springs. With no data center in Asia, cloud software delivery may incur latency for Oracle CRM On Demand customers throughout South East Asia. Oracle announced in 2011 at its annual event, OpenWorld, that the company plans to open data centers in Singapore, China, and India, but we have yet to see those. Oracle CRM cloud delivery is backed with a 99.5% uptime guarantee (measured quarterly) and Service Level Agreement (SLA).

Oracle CRM On Demand can be deployed using a multi-tenant cloud model, a single-tenant cloud model, private cloud model or on-premises. Even when hosted, Oracle CRM on Demand is available in different cloud configurations. The CRM software may be acquired in a hosted, multi-tenant database architecture (which means that multiple clients share the same database, servers, and network) or Oracle CRM On Demand may be acquired in a single tenancy model (which means that each customer may get an individual database.)

Oracle CRM Strengths

  • At US$75 per user per month, and given its advanced functionality, Oracle CRM On Demand offers excellent value for the investment.
  • Strong analytics, including interactive dashboards with a single source for analyzing key issues and intelligent drilldown for deep analysis. The hosted data warehouse supports historical trending and comparative analyses, and the ability to perform multi-dimensional analysis on aggregated data sets.
  • The Partner Relationship Management (PRM) features and end to end processes are particularly strong.
  • Stemming from the Market2Lead product acquisition in 2010, Oracle now offers the best marketing automation solution in the cloud CRM industry.

Oracle CRM Weaknesses

  • While the Oracle CRM On Demand User Interface is satisfactory, it does not compare well with some its more contemporary competitors who better leverage lessons from social and consumer technologies.
  • Oracle lags in social CRM tools and capabilities.
  • There are some concerns about the limited number of Oracle CRM On Demand partners in South East Asia.

Short List Oracle CRM Software When:

  • You require a Thai language CRM system.
  • You reside in one of the Oracle CRM vertical markets of life sciences (medical or pharmaceutical), insurance, financial services or automotive.
  • You use Oracle for back office ERP (i.e. Oracle Fusion, Oracle E-Business Suite, Oracle PeopleSoft, JD Edwards, etc.) and desire an integrated cloud CRM system.
  • If you feel you may change software delivery methods from SaaS to on-premises or vice versa.

Consider Alternative CRM Software When:

  • You are looking for a cloud contact center CRM solution (seek Oracle RightNow CX instead).
  • Seeking a vertical market solution outside of Oracle's industry specific editions.
  • You want a CRM system that also supports social CRM capabilities.

Next—Peppercan CRM Review >>

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