Executive Summary

  • This is the Brightwork Research & Analysis software rating series.
  • We rate both the software and estimate the risk of implementing each application.

MUFI Rating & Risk for Oracle RightNow

MUFI: Maintainability, Usability, Functionality, Implement ability

Vendor: Oracle RightNow (Select For Vendor Profile)


Right Now is yet another Oracle acquisition which was acquired back in 2012.

Application Detail

RightNow was a mid-pack CRM application, but was supported by a better than average vendor in terms of business practices, management and sustainability – that is before it was acquired by Oracle. Although RightNow stretched the definition of CRM as the application was always weak in some core CRM functionalities but then strong in other areas not traditionally part of CRM. Another example of this is that RightNow was considered the go to solution for call center CRM.

RightNow was surging as a vendor prior to the Oracle acquisition. However, RightNow’s price was increased and potential future improvement was reduced through the Oracle acquisition. Furthermore, the merger was bad cultural fit with Oracle’s aggressive anything goes and low quality sales information combined with RightNow’s conservative management approach.

RightNow was developing to be a far broader solution prior to the Oracle acquisition, but that strategy as has changed after the merger and many of RightNow’s strategic plans for improvement have been halted or slowed. The acquisition came at a bad time because RightNow was really still developing as an application and seemed destined to move into some interesting directions. RightNow would have been far better if it had stayed independent as many buyers now complain about performance issues, something that the ever cost cutting Oracle support is not equipped to handle.

RighNow is a SaaS solution, however requires a client download in order to access the SaaS system. When RightNow was making some of its greatest headway, it was when the CRM market was beginning to differentiate.

Currently, the area where RightNow is strongest, is developing into its own sub area called call center or contact center or service center Software. CRM vendors are much better known, and so many are attempting to grow in that direction, notably Salesforce with its Service Cloud – vendors like Aspect and Zendesk. These vendors have better applications in this area than anything produced by a mainline CRM vendor. This software provides both phone and chat related functionality, but also adds areas to websites such as help centers that take up permanent residence on the site. In fact we have been impressed with some of the application in the call center or service center software category, and would never accept any of the CRM systems that we cover as substitutes. (we don’t believe it to be large enough yet to invest resources in covering)

RightNow is a super premium priced CRM option. However, it is difficult to see how it is worth the price with its questionable roadmap, persistent performance problems along with the severly lacking Oracle support. As soon as RightNow was purchased by Oracle, it instantly lost all of its organizational attributes, and assumed the negative attributes of Oracle. While a contender a prior to 2012, RightNow is an application to stay away from “right now.”

MUFI Scores

All scores out of a possible 10.

MUFI Scores

Search for the vendor in this table using the search bar in the upper right of the table. Shortening Key: 
  • Ma. = Maintainability
  • Us. = Usability
  • Fu. = Functionality
  • Im. = Implementability
Average Score for Big ERP5. ERP
Average Score for CRM6.
Average Score for Small and Medium ERP8.386.78.5Small and Medium ERP
Average Score for Finance8.88.888.8Finance
Average Score for Demand Planning7.67.277.1Demand Planning
Average Score for Supply Planning6.76.976.8Supply Planning
Average Score for Production Planning6.86.976.9Production Planning
Average Score for BI Heavy5. Heavy
Average Score for PLM77.26.87.3PLM
Average Score for BI Light7.78.798.3BI Light
Arena Solutions Arena PLM 10101010PLM
AspenTech AspenOne48107Production Planning
Birst 88.5108BI Light
ERPNext10107.510Small and Medium ERP
Delfoi Planner866.57Production Planning
Demand Works Smoothie SP910710Supply Planning
Hamilton Grant RM1098.59PLM
IBM Cognos2.731.53BI Heavy
Infor Epiphany7865CRM
Infor Lawson8767Big ERP
Intuit QuickBooks Enterprise Solutions9959Finance
JDA DM97.588Demand Planning
Microsoft Dynamics CRM2322CRM
NetSuite CRM6433CRM
Netsuite OneWorld7788Big ERP
Oracle BI4436BI Heavy
Oracle CRM On Demand4535CRM
Oracle Demantra533.54.5Demand Planning
Oracle JD Edwards World4136Big ERP
Oracle RightNow6745CRM
PlanetTogether Galaxy APS10101010Production Planning
Preactor8737Production Planning
QlikTech QlikView99109BI Light
Rootstock9899Small and Medium ERP
Sage X38878Big ERP
Salesforce Enterprise88.597.5CRM
SAP APO DP3432Demand Planning
SAP APO PP/DS2243Production Planning
SAP APO SNP3484Supply Planning
SAP BI/BW1.5242BI Heavy
SAP Business Objects32.573BI Heavy
SAP ECC336.53Big ERP
SAP SmartOps4475.5Supply Planning
SAS BI6.5796BI Heavy
SAS Demand Driven Forecasting7897Demand Planning
Tableau (BI)9101010BI Light
Tableau (Forecasting)10859Demand Planning
Teradata86.39.76BI Heavy
ToolsGroup SO99 (Forecasting)7897Demand Planning
ToolsGroup SO99 (Supply)56107Supply Planning

Vendor and Application Risk

Buyers who purchase Oracle CRM On Demand have a strong tendency to be “Oracle shops,” who have often not performed their due diligence or run a proper software selection. Oracle CRM On Demand has a problematic combination of a low level of functionality with Oracle’s habitual overselling of all of its solutions. When this combination exists, it means dialing back the promises that were made during the sales cycle to something that can actually be implemented.

Likelihood of Implementation Success

This accounts for both the application and vendor specific risk. In our formula the total implementation risk is application + vendor + buyer risk. The buyer specific risk could increase or decrease this overall likelihood and adjust the values that you see below.

Likelihood of Application Implementation Success and Failure

Estimates are for a typical project. A specific implementation requires details from the project to make a project-specific estimate.

Search for the application in this table using the search bar in the upper right of the table.
ApplicationProb of Implementation SuccessProb of Implementation Failure
SAP Smartops0.390.61
NetSuite CRM0.460.54
Sugar CRM0.620.48
Base CRM0.910.09
SAP CRM0.350.65
Salesforce Enterprise0.720.28
QlikTech QlikView0.820.18
Tableau (BI)0.980.02
SAP Crystal Reports0.460.54
SAS BI0.760.24
Oracle BI0.350.65
IBM Cognos0.230.77
Infor Epiphany0.580.42
Microsoft Dynamics CRM0.260.74
Oracle RightNow CRM0.410.59
Oracle CRM On Demand0.360.64
SAP Business Objects0.320.68
SAP BI/BW0.250.75
SAP PLM0.290.71
Hamilton Grant RM0.890.11
Arena Solutions0.960.04
Delfoi Planner0.70.3
PlanetTogether Galaxy APS0.960.04
AspenTech AspenOne0.550.45
SAP APO PP/DS0.270.73
Demand Works Smoothie SP0.930.07
ToolsGroup SO99 (Supply)0.820.18
Demand Works Smoothie0.960.04
Tableau (Forecasting)0.90.1
SAS Demand Driven Forecasting0.820.18
ToolsGroup SO99 (Forecasting)0.860.14
JDA DM0.570.43
Oracle Demantra0.330.67
SAP APO DP0.280.72
Intuit QB Enterprise0.80.2
Microsoft Dynamics AX0.40.6
SAP Business One0.490.51
Sage X30.620.38
Infor Lawson0.580.42
Epicor ERP0.40.6
Oracle JD Edwards World0.310.69
Oracle JD Edwards EnterpriseOne0.360.64
SAP ERP ECC/R/30.320.68
NetSuite OneWorld0.650.35

Risk Definition

See this link for more on our categorizations of risk. We also offer a Buyer Specific Risk Estimation as a service for those that want a comprehensive analysis.

Risk Management Approach

Expectations must be lowered prior to the project kick off and the scope must be conservative. IT got what it wanted by choosing a convenient application and maintaining their Oracle connections rather than choosing a competitive application that will add much value to the business. Now the implementation is when the price will be paid for making this decision. If the business requirements are low, then there is a possibility of success. Low expectations are the best bet for a successful Oracle CRM On Demand implementation.    

Finished With Your Analysis?

To go back to the Software Selection Package page for the CRM software category. Or goto this link to see other analytical products for Oracle RightNow.