CRM Software in India Insights and Vendor Snapshots
Oracle in India
Oracle and direct competitor SAP battle for the enterprise customer relationship management software market globally and in India. As the largest of India companies often deploy both Oracle and SAP products somewhere within their companies, it is difficult to obtain an accurate market share measurement and clear leader designation. Nonetheless, it is clear that both Oracle and SAP hold the top CRM software positions among the biggest companies in India.
Oracle launched its India operations in August 1993 with less than ten people. Just one year later it became the first major U.S. software company to create an India Development Center in Bangalore to support its product development strategy for global markets.
Today, Oracle is one of the largest multi-national software employers in India. Oracle India has grown to over 4000 employees across the country with a technology network that extends to hundreds of thousands of India software developers as part of its community. Oracle reinforced its India commitment when it announced a three-fold expansion at its Bangalore and Hyderabad Development Centers. It has acquired land in Hyderabad in order to create a world-class campus and over one half million square feet of office space.
Currently the Oracle Technology Park in Bangalore is hosting three major Oracle divisions: Oracle's India Development Center (IDC), the company's International Support Center (ISC) and Oracle Solution Services India (OSSI). The three divisions collectively create a Center of Excellence which supports the company's global operations. India is the only country to have three different business units of this size and scope outside of the company's main headquarters in Redwood Shores, California.
Oracle's CRM software product portfolio is in the midst of a long term transition from acquired legacy products such as Siebel and PeopleSoft to a new breed of Fusion solutions. At the September 2010 Oracle OpenWorld conference, CEO Larry Ellison indicated that after many years of software development the so called Fusion applications are ready and will begin their roll out. However, companies in India are more likely to take a wait and see approach before upgrading their customer management or enterprise resource planning (ERP) software systems. Many Indian CIOs suggest they are cautious regarding new product roll-outs and weary of higher annual software maintenance fees. Despite being a technology rich region, India is traditionally cautious with new version product upgrades.
To capitalize on the current market opportunity, the rise of cloud computing and the plethora of SMB companies in India, Oracle has accelerated its focus with on-demand CRM beginning in early 2009. According to Surya Bhardwaj, Vice President of India Applications, Oracle India, "Our focus was more on capitalizing on the opportunities through the more cost-effective and affordable options such as on-demand CRM." He went on to say, "Our strategy is to offer customers the best possible array of solutions based on the demands of the marketplace. The success ratio of Oracle CRM solutions proves that we provide the best on-demand CRM, to deliver enterprise grade SaaS."
The Oracle OnDemand CRM solution was originally acquired with the acquisition of Siebel Systems in 2005. Interestingly, Siebel Systems previously acquired SaaS CRM start-up UpShot in 2003 in order to bolster their SaaS strategy and product offering. Oracle OnDemand offers a rich user interface with good reporting and analysis and a low subscription cost, however, is seriously challenged by SaaS CRM pioneer Salesforce.com. For customers with Oracle back-office applications, the On Demand CRM product often makes the best sense.
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