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Oracle On Demand Software Review

Oracle CRM On Demand is Oracle's entry to the software-as-a-service (SaaS) CRM market. Oracle On Demand was originally inherited with Oracle's acquisition of Siebel Systems - and was initially released as Siebel On Demand. Prior to that, Siebel has acquired software-as-a-service (SaaS) CRM start-up UpShot.

The original solution, Siebel On Demand, was not competitively strong against the primary SaaS CRM solution and leader in the market, Salesforce.com. Therefore, Oracle went back to R&D and eventually released a new version which was a much more formidable SaaS CRM product.

While Oracle has made significant progress in developing a strong SaaS Sales Force Automation (SFA) tool, Oracle CRM On Demand continues to attract primarily larger companies that have Oracle infrastructures and/or an Oracle Enterprise Resource Planning (ERP) system. The On Demand CRM integration to the Oracle ERP suite is pre-built making it the de-facto choice for an ERP customer searching for an integrated and online CRM system. For all others, Oracle CRM On Demand offers a solid SFA system with impressive dashboards and analytics, but not much else. Marketing management is limited and generally requires additional software customization to provide functionality that is standard in other competitive CRM products.

Since Siebel was a leader in call/contact center industry, Oracle CRM On Demand embeds several of the same feature sets and capabilities as Siebel. However, the performance of the CRM On Demand Call Center application in a SaaS hosted model is questionable and may require further investment in software customization and system integration to work properly with the service module and other call center tools such as IVRs.

Oracle OnDemand is a multi-tenant CRM system with a list price of about $70 per user per month. Oracle routinely discounts based on volume of seats purchased, time of the year (i.e. quarter-end and fiscal year-end) and the "status" of the customer. Oracle has a history of deep discounting in order to acquire a marquee name, particularly when batting key competitors such as SAP and Salesforce.com. Oracle's sales history, like many other publicly traded software companies, shows the end of a quarter is the best time to negotiate as they are highly focused on current earnings. However, the per user price seldom falls below $60, and that often comes with the requirement for a multi-year contract agreement. This pricing is in line with the SFA offerings of competing CRM vendors. Considering that SFA is Oracle CRM On Demand's strong suit, this is an affordable option if marketing and customer support are not essential to your CRM software requirements.

For companies that need the greater security and performance of dedicated hosting, CRM On Demand is offered as an isolated (e.g. single) tenancy application, but these advantages come at a steep price. The isolated tenancy option adds $55 per user per month to bring the combined list price of $120 per user per month. This premium pricing is aimed at competing directly with the majority of SaaS CRM providers that do not offer the option of isolated tenancy. For example, Salesforce.com, a clear market leader in SaaS CRM, does will not offer this option. While Oracle does discount its isolated tenancy price, they tend to do so to a lesser extent given that it deviates from their core delivery model. While isolated tenancy is generally favored by larger companies, Oracle's price point offers no real advantage in functionality and is often considered a costly alternative.