Siebel CRM

Siebel CRM
Name	Siebel CRM
Developer	Oracle Corporation
Initial release	1993
Programming language	C++, Java, PL/SQL
Operating system	Microsoft Windows Server, Linux, Solaris, IBM AIX
Platform	x86, SPARC, Power
Genre	Customer relationship management software
License	Proprietary

Siebel CRM is a suite of enterprise customer relationship management applications originally developed by a company founded by Thomas Siebel and later acquired by Oracle Corporation. It provides sales automation, marketing automation, service management, partner relationship management, and analytics for large organizations across industries such as financial services, telecommunications, healthcare, and manufacturing. Designed for on-premises and hosted deployments, the product has been positioned as a scalable, configurable alternative to other enterprise systems from vendors such as SAP, Microsoft, and Salesforce.

History and development

The product lineage began with the founding of a company by Thomas Siebel in the early 1990s, driven by a focus on sales force automation used by enterprises such as AT&T, IBM, American Express, Bank of America, and General Electric. During the 1990s it competed with offerings from PeopleSoft, Baan Company, and SAP SE as CRM emerged as a major enterprise segment alongside Oracle Corporation's database products and Microsoft's business applications. The company went public during the dot-com era and expanded through acquisitions including technology from Scopus Technology and others to broaden functionality in the 2000s. Oracle Corporation acquired the company in the mid-2000s, integrating the product line into its portfolio alongside Siebel Systems's existing customers and complementing Oracle's E-Business Suite and later cloud initiatives such as Oracle Cloud Infrastructure.

Architecture and components

The architecture centers on a multi-tier model using an application server, database tier often running on Oracle Database, and web client or thin-client interfaces compatible with enterprise portals like Microsoft SharePoint and IBM WebSphere. Core components include the Siebel server processes (task managers, workflow engine, search server), a web client UI built on HTML and ActiveX historically, and an enterprise repository that stores object definitions and business logic. Integration points make use of middleware such as Oracle Fusion Middleware, WebLogic Server, Tibco, IBM MQ, and Apache Kafka for messaging and ETL tools like Informatica for data movement. Analytics and reporting integrate with business intelligence platforms including Oracle Business Intelligence Enterprise Edition and third-party tools like Tableau and QlikView.

Features and functionality

Functionality spans sales force automation with account and opportunity management used by organizations including CitiGroup, HSBC, and Wells Fargo; marketing automation supporting campaign management like those run by Procter & Gamble and Unilever; customer service and contact center suites employed at Verizon and AT&T; partner relationship management adopted by distributors such as Cisco Systems partners; and field service management similar to solutions from Siemens and Schneider Electric. Industry-specific modules address verticals such as energy with companies like ExxonMobil and healthcare institutions like Mayo Clinic. Embedded workflow, business rules, and case management enable process automation comparable to capabilities in Salesforce Service Cloud and SAP CRM.

Deployment and integration

Deployments range from on-premises installations on servers from vendors like Dell Technologies, Hewlett Packard Enterprise, and Oracle Sun to hosted managed services with cloud providers such as Amazon Web Services, Microsoft Azure, and Oracle's own cloud. Integration patterns include real-time web services (SOAP/REST) used with enterprise systems like SAP ERP, Oracle E-Business Suite, and Microsoft Dynamics 365, as well as batch interfaces using flat files, FTP, and database links. Identity and access management typically leverages Okta, Microsoft Active Directory, and Oracle Identity Management for single sign-on and security compliance with standards set by regulators such as United States Securities and Exchange Commission for financial services customers.

Licensing and editions

Licensing has historically been proprietary, with per-user and enterprise licensing models sold to multinational corporations including Ford Motor Company and Toyota Motor Corporation. Post-acquisition, Oracle bundled the suite into its broader licensing programs and offered upgrade and support pathways alongside Oracle CRM On Demand and cloud subscription models. Editions varied from core sales and service modules to industry-specific bundles for telecommunications, financial services, and public sector entities such as United States Department of Defense contractors.

Market position and competitors

Market positioning emphasized large-scale deployments and deep vertical functionality, placing it in competition with Salesforce, SAP SE, Microsoft, and niche vendors like SugarCRM and Pegasystems. Independent analyst firms such as Gartner and Forrester Research frequently compared the product against alternatives in magic quadrants and waves, highlighting strengths in complex integration and enterprise-grade transaction handling while noting transitions to cloud-native competitors. Major customer wins and long-term contracts with corporations like General Motors and British Telecom underscored its presence in global enterprise IT portfolios.

Implementation and customization

Implementations typically involve system integrators and consultancies such as Accenture, Deloitte, Capgemini, PwC, and KPMG for requirements, data migration, and custom development. Customization uses a repository-driven approach with configuration of business components, applets, and business services, alongside scripting and extension frameworks compatible with Java and PL/SQL. Best practices emphasize phased rollouts, change management aligned with corporate stakeholders at organizations like Citigroup and Siemens AG, and testing regimes using tools such as HP Quality Center and Selenium. Robust third-party ecosystems provide accelerators, connectors, and vertical templates to reduce time-to-value for sectors including retail clients like Walmart and pharmaceutical firms like Pfizer.

Category:Customer relationship management software