Many industry analysts foresee a promising future for service-based CRM
(customer relationship management). According to International Data
Corp. estimates from May 2001, worldwide revenue from CRM outsourcing
will jump from US$32 billion in 2000 to more than $66 billion in 2004.
These astonishing figures suggest succulent profits for CRM service
providers and software vendors. Obviously, your company can benefit
from CRM as a service because it minimizes capital expenditure on new
hardware and software and cuts ongoing IT-support costs dramatically.
Choosing the right service remains an intimidating challenge. For many
companies, it translates into making an almost blind selection based on
marketing demonstrations or other people's testimonies rather than on
direct experience with the product.
But this is about to change, thanks to vendors such as Oracle Corp. and
Salesforce.com Inc., which are making their products available free of
charge as Web-delivered services. Getting started takes just a few
minutes: Point your browser, register, and begin challenging those
applications with your own data and business rules.
We took an in-depth look at Oracle Sales and Oracle Support, the free
SFA (sales-force automation) and customer service components of the
vendor's CRM offering. Both products warrant consideration because they
are a well-designed, although limited-in-scope, entry point to CRM that
can easily expand into a more comprehensive implementation.
Sales and Support, as well as Marketing, are all modules of Oracle's
gigantic E-Business Suite Online suite, which includes integrated
functionality for front-office and back-office applications,
manufacturing, procurement, supply-chain management, BI (business
intelligence), and project management. Oracle offers discrete
implementation of selected modules, which makes it easy for a company
to start with the most-needed functionality and add more later.
In this somewhat complicated scenario, Sales and Support warrant
consideration as being the starting pieces for a more complex, Oracle-
branded jigsaw puzzle of applications. You can count on a well-designed
UI that makes both applications easy to use without requiring much
training. An unlimited number of users can fire up the GUI via their
browsers and access customer data from virtually any location.
Moreover, sales reps can beam contact and opportunity data to their WAP
(Wireless Application Protocol)-compliant devices.
Administrators can flexibly assign users' rights according to their
roles. Depending on which rights they are granted, users can easily
import existing databases such as users, customers, or contacts from
their Web browser. Sales and support reps share an excellent customer
database, capable of handling multiple office locations for each
prospect, and they can independently add contact information or support
issues for a client.
A common calendar helps people keep track of private and team
schedules. Managers can create basic sales forecasting reports, but
don't expect to see any charts unless you export your data to an Excel
One might wonder if the freebie from Oracle is a knockout punch for fee-
based CRM solutions. But it is important to understand that the
currently free SFA and customer service applications from Oracle have a
For example, the embryonic product database carries only a description
of each product and there are no fields for basic data such as price or
product code for each item. Even worse, we had to enter those product
descriptions manually, because Oracle has not yet implemented import
features of the product database.
Some of those roadblocks, such as lack of import for the product
database, will probably disappear in future versions. Indeed, we found
a few instances where clicking on a button would trigger a "coming
Other issues can be resolved if you add fee-based components from the
rich portfolio of the E-Business suite. Obviously, this will cost you,
but these components can open the door to much-needed capabilities,
such as integration with inventory or accounts-receivable systems.
Certain aspects of Sales and Support do not compare well with those of
competing CRM products. For example, sales reps should have easy access
to a customer's pending support issues: Using Oracle's offering, they
have to hunt for them using a support-capable account.
Moreover, although administrators can create sales stages consistent
with company rules, the system does not force sales reps to follow a
predefined flow of activities. An enforceable flow should be an option.
Oracle Sales and Support offer a solid starting point for managing
interactions with your customers via the Web and from the field, and
you should consider both for your company. In a feature-by-feature
comparison with solutions from rivals such as Siebel and PeopleSoft,
Oracle may not always come out ahead. Nevertheless, the prospect of an
integrated, outsourced suite of e-business applications may be an offer
that your company will find too good to refuse.