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25 Ratings

Microsoft Dynamics 365

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Top Rated
447 Ratings
25 Ratings
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Score 8.1 out of 101

Microsoft Dynamics 365

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Top Rated
447 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>trScore algorithm: Learn more.</a>
Score 7.1 out of 101

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Likelihood to Recommend

Armor

For managed security hosting, Armor can hardly be beat. Expensive but worth it.
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Microsoft Dynamics 365

  • Review your current processes and data. Think about how it will map into MS Dynamics CRM. If possible, obtain a trial license to the online version and perform a sample data import. This will allow you to see data within the entities and how the data relates and rolls up to the account. Keep in mind that customizations can be done.
  • If you have current data, ask how easy it will be for your current data to import into CRM. Will you need to tweak any of your current business processes to adapt to CRM or will CRM be able to adapt to your business processes?
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Feature Rating Comparison

Sales Force Automation

Armor
Microsoft Dynamics 365
8.0
Customer data management / contact management
Armor
Microsoft Dynamics 365
8.1
Workflow management
Armor
Microsoft Dynamics 365
7.8
Territory management
Armor
Microsoft Dynamics 365
8.0
Opportunity management
Armor
Microsoft Dynamics 365
8.5
Integration with email client (e.g., Outlook or Gmail)
Armor
Microsoft Dynamics 365
8.1
Contract management
Armor
Microsoft Dynamics 365
7.9
Quote & order management
Armor
Microsoft Dynamics 365
7.3
Interaction tracking
Armor
Microsoft Dynamics 365
8.2
Channel / partner relationship management
Armor
Microsoft Dynamics 365
8.1

Customer Service & Support

Armor
Microsoft Dynamics 365
8.1
Case management
Armor
Microsoft Dynamics 365
8.5
Call center management
Armor
Microsoft Dynamics 365
8.0
Help desk management
Armor
Microsoft Dynamics 365
7.9

Marketing Automation

Armor
Microsoft Dynamics 365
7.2
Lead management
Armor
Microsoft Dynamics 365
7.3
Email marketing
Armor
Microsoft Dynamics 365
7.1

CRM Project Management

Armor
Microsoft Dynamics 365
7.3
Task management
Armor
Microsoft Dynamics 365
7.8
Billing and invoicing management
Armor
Microsoft Dynamics 365
7.2
Reporting
Armor
Microsoft Dynamics 365
6.8

CRM Reporting & Analytics

Armor
Microsoft Dynamics 365
7.5
Forecasting
Armor
Microsoft Dynamics 365
7.1
Pipeline visualization
Armor
Microsoft Dynamics 365
8.1
Customizable reports
Armor
Microsoft Dynamics 365
7.4

Customization

Armor
Microsoft Dynamics 365
8.1
Custom fields
Armor
Microsoft Dynamics 365
8.3
Custom objects
Armor
Microsoft Dynamics 365
8.3
Scripting environment
Armor
Microsoft Dynamics 365
7.6
API for custom integration
Armor
Microsoft Dynamics 365
8.1

Security

Armor
Microsoft Dynamics 365
8.5
Single sign-on capability
Armor
Microsoft Dynamics 365
8.5
Role-based user permissions
Armor
Microsoft Dynamics 365
8.5

Social CRM

Armor
Microsoft Dynamics 365
7.9
Social data
Armor
Microsoft Dynamics 365
7.7
Social engagement
Armor
Microsoft Dynamics 365
8.0

Integrations with 3rd-party Software

Armor
Microsoft Dynamics 365
7.9
Marketing automation
Armor
Microsoft Dynamics 365
8.0
Compensation management
Armor
Microsoft Dynamics 365
7.7

Platform

Armor
Microsoft Dynamics 365
7.0
Mobile access
Armor
Microsoft Dynamics 365
7.0

Pros

  • They do a great job on base security concepts by only allowing direct access to servers through a VPN which prevents most unauthorized access. All ports are initially blocked off and can only be opened by request through ticketing and a digitally signed waiver.
  • They help tremendously in the design and implementation of the network during the onboarding phase. They also make an engineer personally responsible for all technical issues during the onboarding phase to ensure that somebody who fully understands the project is always available to handle requests, answer questions, or assist with any issues.
  • The systems are fully managed and stay security patched as patches are made available for your chosen platform. They monitor 24/7 for high CPU/memory issues and other potential issues with the server. They open tickets on these issues proactively and work to resolve them for you immediately.
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  • End-User Usability. The system is very user-friendly. A novice user can easily find an account and review all the account information on one screen with links to contacts, cases, opportunities, etc that are associated with the account. All of the different entities are shown on the left-hand side of the screen. Searching for different records types within each entity is simple. New records can easily be created by users. Users can also create their own advanced finds (views). Users have the ability to set their own default start area along with the ability to set a default view for each entity. This is particularly helpful for users who rarely use the system and don't always remember which entity they need to access or which view to select. In the case of upper-management, who may only interested in viewing Dashboards, setting these user defaults is extremely helpful. Reports are easy to run and can have a variety of parameters to allow the user to customize the report data.
  • Integration with Outlook. MS Dynamics CRM easily integrates with MS Outlook through a plug-in that is installed on the user's machine. Through this plug-in, a user can track emails, appointments, and tasks from Outlook to CRM through the click of a button. From that point forward, any changes made in either system are synced. In addition, if an email is tracked, any further responses or forwards of that email (inter-company) are also tracked in CRM. Users do have the ability to untrack any email at any point, which will stop any further responses or forwards from being tracked in CRM.
  • Customization. From a developer's standpoint, most customizations are fairly simple. A new entity can be created for users in less than a day. Web resources can be created and can be very powerful on entity forms, as well as other places. There are several different types of Web Resources that can be created such as javascript, html, and css. Processes (workflows and dialogs) can be created that can be run on-demand or that can be triggered by an event, such as new record creation or field change. New users are easy to setup. Out-of-the-box, there are several security roles already created. These roles can be customized and you can also easily create your own. The system can be used right out-of-the-box and customizations can be done later as needs are realized.
  • Third Party Managed Solutions. It is very easy to install managed solutions into MS Dynamics CRM. There is even a marketplace available where you can search for these solutions. They are also very easy to uninstall if you decide it does not suit your needs. Some of these solutions are free and some cost money. Regardless of cost, which is defined by the creator of the solution and not by Microsoft, the availability of these solutions are a definite strength because as a developer, you do not have to reinvent the wheel. In addition, if you create a managed solution that you feel will benefit others, you can add it to the marketplace and share with other developers.
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Cons

  • Pricing
  • On-line self service configuration
Jeff Schwartz profile photo
  • Marketing Module. The marketing module in CRM is lacking. As-is, it is very difficult to use the marketing entities for regular campaigns as it just lacks the power and functionality that other marketing programs have. There are marketing programs that can be purchased that will either run through the CRM system or that will run outside of the CRM system but can sync data. In my experience, I have worked with both of these scenarios. I work with one CRM organization that uses an installed managed solution for marketing and I work with another CRM organization that syncs with an external marketing program. I prefer the installed managed solution as the program is accessed from within CRM.
  • Third Party Managed Solutions. While I listed this as a strength, it is also a weakness. When selecting third party managed solutions, it is important to research and ask questions. With the on-premise version that I use, I control my updates (rollups). When using the online version, updates are automatic. Make sure that the vendor who created the managed solution will keep their solution updates inline with Microsoft's updates. If not, your managed solution could stop working after an update. With some third party managed solutions, updates to the solution are not automatic either.
  • Data Import. The data import in MS Dynamics CRM 2011 is much better than the data import from the previous 4.0 version however, it is still not robust enough to handle all scenarios. There is also supposed to be an easy way to export data to Excel, make changes, and then re-import the data with the changes however, you must do this quickly because any change to a record within CRM before the re-import will cause failures. It is also somewhat cumbersome at times when setting up the field mappings during the import. I have found that it is easier to use an external ETL program to import data into CRM. Usually with these programs you can write formulas and create mappings for option sets much easier than you can using the native data import within CRM.
  • Mobility. In my opinion, the out-of-the-box mobile capability for the MS Dynamics CRM 2011 version is worthless. Without spending extra money for a third party solution, you are not able to run javascript on forms and the actual mobile form setup is very limited.
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Likelihood to Renew

No score
No answers yet
No answers on this topic
Microsoft Dynamics 3657.9
Based on 19 answers
CRM has allowed us to keep all of our data in one place that is easy for all users within the company to view. I came into the company after they had been using CRM for about 4 years. They have all said that since we have used this it has helped us control work processes better, it has allowed us to be able to track things so much better, and has been something that has helped unite many processes that used to be all over the place.We are currently using CRM 4.0 and are planning on upgrading in the next 18 months to the 2011 version. Support for 4.0 is almost all but dried up. Understandably so. Some of the customization we have done, and a plugins we use, are now contained within the 2011 version so we are looking forward to that upgrade.We use an email marketing company as well, and they primarily support the 2011 version, but their product connects and is integrated within CRM. This is a great benefit as well so that all of our marketing information can be contained in one location.
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Usability

No score
No answers yet
No answers on this topic
Microsoft Dynamics 3658.0
Based on 5 answers
The interface is somewhat clunky and has lots of noise. Navigating around is not that simple and takes some getting used to. I think there are improvements to this in the 2013 version
Reza Shirazi profile photo

Support

Armor7.8
Based on 13 answers
Support has been quick and responsive even though we are not a very large client.
Jeff Schwartz profile photo
Microsoft Dynamics 36510.0
Based on 1 answer
Our partner, Ledgeview Partners has been FANTASTIC to work with. They are always timely in their response and have taken time to understand our business and our specific needs. We've made a lot of advanced customizations and they have been a great help in making those updates.
Todd Jankowski profile photo

Implementation

No score
No answers yet
No answers on this topic
Microsoft Dynamics 3659.2
Based on 4 answers
Highly recommended for any Sales Team that has 10 or more persons
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Alternatives Considered

No answers on this topic
I previously have used several systems that together did what Microsoft Dynamics does alone. At a previous company I used an applicant tracking system, HR management system, and we had digital files for each employee. At my current position, all these capabilities are available in one place, which is the most effective use of my time.
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Return on Investment

No answers on this topic
  • This product has helped our customer service tremendously with being able to view all the details needed for the rep to convert the lead
  • the employee efficiency has increased enormously with the customization features in the tool for every representative so he/she can view the reports needed in their format to maximize their efficiency
  • Our lead conversion has increased with the lead flow process being at optimal speed so we can reach the lead instantly
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Pricing Details

Armor

General
Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
Additional Pricing Details

Microsoft Dynamics 365

General
Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No
Additional Pricing Details