- Everything is in the cloud which is great for our company as we have a lot of remote workers as well as travel.
- Certain solutions allow us to take a quick look at data.
- Business automation for certain workflows is helpful.
- Very cumbersome to implement... a lot of options. Time-consuming.
- Learning how to get data is not always intuitive. There are a lot (hundreds) of options that I never use to gather data and metrics, instead, it's just overwhelming.
- The amount of customization available is both a blessing and a curse. The more customization, the more it seems to lag.
- Is very flexible with the use of a very large database.
- Integration with other products of Microsoft.
- I can customize apps from a third party.
- Is a very slow software to work with.
- The learning curve is very steep to learn the software functionality.
- The customize software is very difficult and needs a IT expert to do it.
- The interface is relatively easy to navigate.
- For the most part, it can be customized and becomes as helpful as you want to put time into making it.
- The program is reliable and seems to be always available.
- The sign in process is a complete mess.
- The "save" button is in the worst possible place on the screen, all alone in the bottom right corner.
- There are much fewer third party programs that are built to integrate with Dynamics when compared to Salesforce.
It's better than not having a CRM, and I'm sure there are worse programs, but if I were a new buyer choosing between Salesforce and Microsoft Dynamics, and the pricing was even remotely similar, I'd be buying Salesforce.
Review: "Microsoft Dynamics 365 (formerly Microsoft Dynamics CRM) as the best adaptable business management solutions"
- Field service module offers project management functionality through scheduling, routing, and work orders, as well as contract management, inventory, and return capabilities.
- Project service modules can offer improved productivity. With tools for project planning, resource scheduling, time and expense management, and service analytics, businesses can work smarter and gain better insight into their performance.
- The customer service module provides tools to help companies manage the support and retention phase of the customer lifecycle.
- Ability to copy records is missing for most entities.
- Administrative management of user created/changed settings, views, charts and dashboards is missing.
- Everything in one place such as Sales, Marketing, Finance, Field service, Customer Service, Operations and the automation which is not available in other products that are in the market right now.
- Most likable thing is customer support of Dynamics which I didn't see any other ERP or CRM team provide.
- It looks and feels kinda mashup of Microsoft Word, Outlook, Excel, etc then it's a bit difficult to use it with ease at the start.
- The knowledge curve for the first time Microsoft product user is a little slower and challenging for the first time for the user who is not familiar with other Microsoft products
- Calculated metrics such as Key Performance Indicators, ratios, etc.. are not as simple as I'd like within the tool Can be done. I don't like to use codes and scripts much.
- organization of staffing in regards to who is at work, roles everyone is playing during the day
- tasks that have been done, versus tasks that need to be done
- easy to teach to new users
- we have not run into an problems currently
- The system is easy to customize to the meet business needs. The Dynamics 365 allows for setting up automated workflows, forms to capture additional data points, alerts, business processes, etc. all from within the UI, without the need for custom development.
- MS Dynamics 365 has native integration with other Microsoft products (Excel, Word, Outlook, etc.) which makes the system generally user-friendly as many users are familiar with Microsoft's product suite.
- Customer support in system updates could be much better. The latest major system update our organization implemented resulted in many complications that took a long time to resolve.
- The system could be better in scalability as it is often tedious for the user to make mass changes through the Dynamics 365 UI.
- overview of previous outreaches to a specific account
- customization of design and data transfer to the next level of the sales process, making easy for the next person to take over
- clean user interface, not overwhelming amount of information on one page
- quicker and more user friendly than competing products (based on my opinion and xp)
- it can be heavy for older machines, which is problematic for businesses which do not need the latest hardware; running in the background it could slow down other processes
- like every other SaaS solution it crashes from time to time, it has to be more clear why, so people can address the problem to the IT dep responsible for the support
- often there is a redundancy of needed information so many things have to be filled out twice until you cane save the activity
- Integration with the rest of the Microsoft suite is very helpful. The ability to flag emails and attach them to a particular opportunity is great.
- The progression of sales through the sales process is great. We are able to require certain pieces of information and the completion of specific sales tools in order for users to move opportunities through the pipeline.
- Contact management is nice as well, it allows us to pull reports and generate invite lists for events, marketing campaigns, etc.
- The system is so complex that it can be over burdening for end users if it is not set up in a simple way. There is so much functionality that you can easily go overboard.
- It would be nice to have multiple "owners" or end users associated with a single record or sales opportunity. We have multiple sales members working on individual contracts and it would be nice to avoid duplication and allow for better sharing.
- Reports are a little difficult to customize, more ability on this front would be highly beneficial.
Microsoft Dynamics 365 Review: "Microsoft Dynamics CRM a solid tool for biz dev outreach and prospect organization"
- Stores information in an organized fashion, allowing for easy search and recall
- Simplifies the email marketing process by organizing lists and information
- Provides one go-to place for key business information
- Could do a better job of tracking duplicate information among contacts in lists
- The email marketing interface sometimes glitches out, causing delays in our ability to send email blasts
- Email marketing tests can be difficult to get exactly right, in terms of formatting
- The ability to customize CRM out of the box without the need for a developer is its biggest strength.
- Powerful and flexible workflow engine.
- Simple and easy to understand security model.
- The Workflow designer has not been updated in 10+ years.
- Business process flows still need some enhancements adding to them to allow for extremely complex processes.
- Dialogs should either be removed or enhanced (Mandatory fields etc).
- Main menu. MS Dynamics menu is user friendly.
- Interface overall is OK.
- Auditing. Major issue for me. It is not possible to export "who" log to Excel - when and what people have been doing. It has to be done manually, which is really cumbersome. I had to review 100 of pages of logs to communicate my 1st Proof of Concept! It is very useful when working on a POC. as a BA or PM, I need to follow what is happening in order to address potential issues. In most of the others CRM I know, it is usually really easy to generate a KPI report by team, process, etc.
- Administration. It is not user friendly compared to best in class CRMs. Roles and privileges are complicated. Designing a structure with business champion has been challenging.
- "Dashboard windows" in which users can see upcoming activities or contact lists are helpful.
- Virtually endless sub-pages and add-on fields are helpful to collect lots of data.
- Data updates across all pages quickly.
- Filter or query searches are not user friendly and extremely hard to build, requiring the help of IT staff. This makes even pulling simple mail merge lists difficult.
- Use of sub-page nesting makes it hard to see a contact's full info when clicking on an "activity" link set for that contact. Multiple sub-pages must be opened. This clutters up the workspace and makes it difficult to remember exactly what field to enter data in.
- Dashboard windows are extremely small and don't keep a running script when you scroll or make changes, so they're almost unusable except for a quick look. If these could be expanded somehow, they'd be even more useful.
- Integration with Outlook and Office 365
- Simple, easy to navigate interface
- Nice function to create filters to group different contacts into lists
- I feel like this CRM is nothing more than a big database. I wish it would be more integrated with web analytics, so I can check which pages the contact has visited.
- We also have this issue of duplicate leads, meaning the same contact filling out different forms but it shows two different entries in the CRM. The cross checking can be time consuming because we have a big amount of leads.
- I would like more autonomy to customize the CRM to my benefits rather than having to hire a consultant for that.
- I can't think of anything.
- Microsoft Dynamics is littered with critical technical issues. We have been having continuous issues with data deleting itself without our consent or any forewarning. This has cost our company considerable time and money and loss of data.
- Their support is horrible. They are difficult to get hold off and you get thrown around many Microsoft departments and no one knows anything about Microsoft Dynamics specifically. From my experience I believe there are only 2-3 actual technical support operators in the Asia Pacific region and this is for Microsoft's flagship CRM product.
- There's also very little compatibility with other modern cloud platforms like Zendesk and MailChimp. The software is slow and it feels like it is normal operating system software working through a cloud connector rather than software written for the cloud.
- Dynamics CRM is hugely customisable - making it adaptable to even the most unique/bespoke sales pipeline
- The connection of different entities (e.g. accounts, opportunities) etc. is very straightforward, allowing for better attribution and reporting
- In built reporting is intuitive and takes advantage of most people's familiarity with MS Office
- The system is very slow, especially on the back end when it comes to making customisations
- Ability to automate business processes falls slightly short for more advanced needs - such as being able to perform actions based on lookup results
- Leads and campaigns management that allows to track lead statuses, methods of contact, roles, company profiles etc.
- Management of activities such as tasks, appointments, text messages, faxes, emails etc.
- Customer accounts and associated opportunities management, with customer information and its open and closed activities, ship to and bill to addresses.
- The fact that I'm using 2011 version. I believe 2013 and 2016 have better features. I would start with Dashboard reporting, currently 2011 doesn't have an interactive dashboard and it's not effective.
- Mobile is a big deal now. Most Sales folks are on the go, and they always like to access their CRM data on mobile. 2011 lacks that, probably 2016 has a better mobile framework.
- Out of the box integration with various ERP and PSA systems, in 2011 version they are absent.
- Easy to learn and use
- Very searchable, can look for people/companies across many different variables
- No technical issues
- A little more personalization would be nice
- Easier to download reports
- Mobile sign in
- Integrates with Outlook. Therefore we can use Microsoft Dynamics CRM or Outlook to correspond with customers.
- Workflows make automation of tasks possible.
- The online version allows access to data from any browser on any device from anywhere.
- The windows app is very convenient for use on tablets and small devices.
- Certain UX features are lacking, like multi select lists.
- When implemented correctly, I've seen a minimum productivity improvement of 5%, very often much higher than that. This is primarily because it creates significantly streamlined communications, both internal and external to the company. What this means is fewer FTEs needed to do the same job!
- Ease of creating dashboards - A picture is worth a thousand words, and dashboards tell each user how they are performing on a continuous basis. When this clicks, you get a situation of all horses pulling in the same direction, and the results of this are terrific!
- Mid market manufacturing companies have invested heavily in streamlining operations and supply chain to drive down the unit production cost of the widgets they make. Unfortunately, they have not been able to do the same for Sales and Marketing, and Dynamics CRM is a tremendous tool in enforcing good sales process. When you have the discipline of following a good process, and have consistent Sales activity (both measurable from the CRM), you have a situation where the CRM becomes the best Sales Coach the company could ever have and not pay for!!!
- Business owners and managers must understand that it typically takes 6-12 months for the results to flow in. And it is often the case that when the bottlenecks in the Sales and Marketing processes are removed, other issues within the company get highlighted. Companies must be prepared for this, and the corresponding discomfort it creates. But it is all good, since we all want to work as efficiently as possible, and anything that brings inefficiencies to the surface is a good thing.
- Out of the box functionality from smart phones leaves a lot to be desired. Fortunately there are affordable third party products that are really great at this.
- Complex marketing campaigns and implementing a digital marketing strategy unfortunately require third party offerings. I'm sure this will be addressed in the future, but for now, this is limited.
- While Microsoft has addressed the issue of access from multiple browsers, the desktop "experience" is really only replicated on the Surface tablet, which is why some people have purchased this tablet (in addition to their iPads) because it just makes sense for them to do so. Others object to having another asset in inventory, but that is what the tablet wars are about anyway.
- Dynamics CRM 2013 has the "Process" interface which has its pros and cons. Right now, the ability for developers to tweak the look and feel is limited, but it is expected that improvements in this aspect (giving developers more control) is imminent.
1. Take your time and choose the right partner to work with. DO NOT try and do it yourself. You will waste time, do things incorrectly, and pay a steep price to get stuff fixed.
2. Implement in small bite sized chunks. CRM affects the entire organization, and going easy in the initial stages goes a long, long way in preventing the problems that many installs face half way through the implementation. Once your people adjust to the new communication processes, they will start to help tremendously with suggestions that WILL make the overall implementation a success.
3. Understand the difference between training and adoption. Train in small chunks, and then make sure adoption for the functionality that training has covered is in place before moving on to the next stage. Many business owners and managers are under a lot of pressure to show results quickly because the investment in CRM is significant, BUT it is really difficult to force a rate of change on an organization without creating havoc. So my advice is to be clear about milestones and expected achievements, but don't get too aggressive about them. You will be doing yourself a disservice. Enterprise class systems like CRM have to work with the organization's dynamics, not against it!
Microsoft Dynamics 365 Review: "Do you know what your customers want? Find out with one click through your Microsoft Dynamics CRM system!"
- 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.
- 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.
- 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.
- 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?
Used to streamline sales process---handling of leads and opportunities. Used to manage our interaction with accounts and contacts. We also use the goal function and ClickDimensions for marketing automation.
- Incredibly intuitive to use. I was hired without any prior knowledge of Microsoft Dynamics and had a custom system Implemented and trained to our sales team in just over 3 months. That is incredible.
- Readily available training materials----just google your question and you'll find support from all corners of the internet.
- The dashboards are very easy to create and customize.
- Sometimes there are too many ways to skin a cat----this has lead to confusion from our sales team at points. IE...multiple ways to get to the same place within CRM.
- I find the Outlook version to be "glitchy". We get crashes or disconnects fairly often. Easy to fix but nonetheless it's annoying. I tend to use the IE version exclusively.
I was an end user with salesforce.com at previous employer---to me there is no comparison.
Microsoft Dynamics 365 Scorecard Summary
Feature Scorecard Summary
About Microsoft Dynamics 365
Microsoft Dynamics 365 Integrations
Microsoft Dynamics 365 Competitors
Microsoft Dynamics 365 Support Options
|Free Version||Paid Version|
Microsoft Dynamics 365 Technical Details
|Deployment Types:||On-premise, SaaS|
|Mobile Application:||Apple iOS, Android, Windows Phone|
|Supported Languages:||Over 40 languages|