ECRM Systems: A Comparison of IBM ECM, Oracle Sales Cloud, and Microsoft Dynamics CRM

This article compares the ECRM systems of IBM ECM, Oracle Sales Cloud, and Microsoft Dynamics CRM. It discusses their strengths, weaknesses, functions, and capabilities, including cloud computing, content management, compliance with HL7 CDA, and integration with EHR systems.

Running head: ECRM SYSTEMS
ECRM Systems
Name of the Student
Name of the University
Author’s note

1ECRM SYSTEMS
Topic 1
Name of the
Vendor
IBM Enterprise
Content Manager
Oracle Web Center
Content
MS Share Point
Name of the
ECRM
IBM ECM Oracle Sales Cloud Microsoft Dynamics
CRM
Function of
ECRM
The various functions
of the IBM ECM are
mainly used in a
layered approach.
They also make use of
the IBM Case
Manager functions of
mapping. This would
help in the additional
functionality for the
selection of work by
the user. The
functions of the
ECRM is also to
directly interact with
the user in order to
solve issues that
would be deployed
within the
environment
(Paliouras & Siakas).
The Oracle Sales
Cloud should be able
to identify the
visibility pattern of
the se of the various
extensions. The
ECRM would also
guarantee the
security of the
system, functions of
the various
applications and data
(Mehta, 2013).
They help in providing
with several tools for the
purpose of managing
each step of the process
of sales. They also
support the processes of
resolving the issues of the
customers.
Strengths The IBM ECM is a
handy and efficient
tool that would be
able to save the
considerable amount
of time of the users.
This form of ECM
offer the best
security of the
information of the
enterprise within any
industry.
They would also
offer several kind of
choices during
hosting of their
CRM based on the
demand of products.
The releases of Microsoft
Dynamics CRM mainly
focus on the improvement
of the interface used by
the users and their
experience.
They are also improving
their focus on business
intelligence, which would
help in empowering their
users for analyzing the
information without the
support of IT.

2ECRM SYSTEMS
Weaknesses The product suite
comprises of extreme
flexibility but they
also have a high level
of complexity.
They have a less
consistent UI based
on their software
products.
They should focus on
improvement of each
of their releases for
improving their
collaboration and
flexibility for the
application
developers.
The user experience
and UI do not
compete with the
competitors of SaaS
CRM.
There are certain
functions that are
only supported by
the IE browser.
They do not have a
proper form of email
synchronization with
Gmail.
Although the
solutions that are
provided for the
mobile based are
good, yet they are
limited to a certain
number of devices.
The process of updating
of the Microsoft
Dynamics CRM could be
tax based.
They do not have routing
of the processes of
business and a proper
system of approval.
The strategy of marketing
software is mainly
unclear.
Examples of
Organizations
using this ECRM
Seibel Systems is one
such system, which
makes use of IBM
ECM.
The applications of
Oracle Fusion make
use of Oracle Sales
Cloud.
Qatar Airways is one
example of business
organization that use
Microsoft Dynamics
CRM.
Topic 2
Comparison of two
products
Oracle Sales Cloud Microsoft Dynamics CRM
Use of cloud computing The applications of cloud
computing is mainly used
for enhancement of the
analysis, making of the
decisions, effort of the
teamwork and collaboration.
They would also be
Cloud computing applications
would be helpful in delivering
new productivity levels to sales,
marketing organizations and
various kind of services.

3ECRM SYSTEMS
responsible for making the
platform to be the most
advanced cloud sales
platform.
Content management
capability
The integration of Oracle
Sales Cloud would be
helpful for helping with the
operations and sales. This
would help the organizations
to understand the velocity
and the increased volumes
of revenue. The ECRM
system would be helpful in
combining the ease of
accessing the storage
services along with the
capabilities of content
management (Smiers et al.,
2015).
The capabilities of content
management includes custom
based reporting, tagging, custom
workflows, caching, custom
based URLs, online and offline
publishing and scheduled
publishing.
Compliance with HL7
CDA
The rules of compliance
with HL7 CDA within
Oracle Sales Cloud would
be mainly helpful for the
automation of sales force,
unified platform for service
and sales, management of
the performance of the sales,
management of relationship
with the partners and the
management of the data of
the customers.
Microsoft Dynamics CRM would
comply with the rules of the
protection of vital data. The laws
of privacy would be applicable
on the services of the cloud. The
compliance of the organization
has been verified with the third
parties (Barrales‐Molina,
Martínez‐López & Gázquez‐
Abad, 2014).
Integration with EHR The integration with EHR
within the Oracle Sales
Cloud would be helpful for
suiting within the
organization. It would also
allow for the customization
and the user-friendliness
than the older platform
versions.
The integration with EHR
systems would be helpful in
providing their customers with a
proper methodology. This would
help in the enhancement of
quality outcomes, communication
and collaboration.

4ECRM SYSTEMS
References
Barrales‐Molina, V., Martínez‐López, F. J., & Gázquez‐Abad, J. C. (2014). Dynamic
marketing capabilities: Toward an integrative framework. International Journal of
Management Reviews, 16(4), 397-416.
Mehta, H. K. (2013). Getting Started with Oracle Public Cloud. Packt Publishing Ltd.
Paliouras, K., & Siakas, K. V. (2017). Social customer relationship management: a case
study. International Journal of Entrepreneurial Knowledge, 5(1), 20-34.
Smiers, L., Deb, M., Koster, J., & Palvankar, P. (2015). Oracle Case Management Solutions.
Auerbach Publications.