Microsoft Dynamics 365 is your solution in using CRM.
Microsoft Dynamics 365 is a great way to run an organization as an ERP system. It adds a lot of values in connecting all units within the …
Microsoft Dynamics 365Formerly Microsoft Dynamics CRM
Starting at $44 per month
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What is Microsoft Dynamics 365?
Microsoft Dynamics 365 is a CRM providing sales, marketing, and service functionality. It is offered as SaaS and on-premise. Dynamics 365 is part of the larger Dynamics suite of business intelligence and ERP products.
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Popular Features
- Customer data management / contact management (68)8.787%
- Custom fields (65)8.383%
- Integration with email client (e.g., Outlook or Gmail) (65)7.575%
- Workflow management (66)7.272%
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- No setup fee
For the latest information on pricing, visithttp://www.microsoft.com/en…
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- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
Starting price (does not include set up fee)
- $44 per month
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- Integrations
- Competitors
- Tech Details
- FAQs
What is Microsoft Dynamics 365?
Microsoft Dynamics 365 (formerly called Microsoft Dynamics) CRM is a CRM system providing sales, marketing, and service (help desk) functionality. It is offered in two flavors: Online (competing directly with Salesforce) and on-premise.
The Microsoft Dynamics family of business applications includes other related products for ERP and retail management.
Microsoft Dynamics 365 Features
- Supported: Comprehensive Solution for Sales, Service & Marketing
- Supported: Productivity Through Seamless Integration with Office 365
- Supported: Analytics Through Seamless Integration with PowerBI
Microsoft Dynamics 365 Video
Find more opportunities and boost sales with Microsoft Dynamics 365 - Gamification
Microsoft Dynamics 365 Integrations
- Act-On Software
- HubSpot Marketing Hub
- LeadLife
- Microsoft Dynamics 365 Marketing
- Adobe Campaign
- Aprimo
- eTrigue DemandCenter
- Astera ReportMiner
- Astera Centerprise
- LiveChat
- SAP CPQ
- SAP CLM, discontinued, duplicate
- SnapEngage
- Boingnet
- Devart Excel Add-ins
- GreenRope
- Cincom CPQ
- Axiom Software by Syntellis Performance Solutions
- ClientPoint
- QuoteWerks
- Oracle Marketing
- Syncfrog (unpubllished)
- Ektron Web Content Management System (Discontinued), part of Episerver
- Interactions Digital Roots
- Office 365
- PowerBI
- Yammer
- Microsoft Social Listening
Microsoft Dynamics 365 Competitors
Microsoft Dynamics 365 Technical Details
| Deployment Types | On-premise, Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Windows |
| Mobile Application | Apple iOS, Android, Windows Phone |
| Supported Countries | global |
| Supported Languages | Over 40 languages |
Frequently Asked Questions
Microsoft Dynamics 365 is a CRM providing sales, marketing, and service functionality. It is offered as SaaS and on-premise. Dynamics 365 is part of the larger Dynamics suite of business intelligence and ERP products.
Microsoft Dynamics 365 starts at $44.
NetSuite ERP, Sage CRM, and Salesforce Sales Cloud are common alternatives for Microsoft Dynamics 365.
Reviewers rate Forecasting and Pipeline visualization highest, with a score of 9.1.
The most common users of Microsoft Dynamics 365 are from Mid-sized Companies (51-1,000 employees).
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(26-50 of 88)Companies can't remove reviews or game the system. Here's why
October 21, 2019
Dynamics is a one stop shop to help all your business operations be more streamlined
We use Dynamics 365 as our main CRM platform with our company. Dynamics is used by all departments within our organization. We utilize Dynamics for marketing, support tickets, sales, accounting. CRM and HR. Basically our entire business runs off of Dynamics. We have been able to streamline processes across all departments as a result of implementing Dynamics 365.
- Dynamics 365 being in the cloud is great since it reduced maintenance and is accessible throughout the world
- Dynamics is very customizable and can be tailored to your companies exact needs
- Great support for third party software providers that integrate into Dynamics 365
- Great automation features
- Would be great if you didn't have to have a staff member dedicated to just administrating Dynamics and
- Can be a pain to fix if something breaks since Dynamics can get extremely complicated
- The Reporting could use some improvements
- Wish it was cheaper
August 30, 2019
Dynamics 365 Customer Engagement (CRM) Is the Hidden Flagship behind the Microsoft Power Platform
Dynamics 365 Customer Engagement (CRM) is used by Sales, Customer Service, Marketing, Purchasing, our Creative Labs, our Quality Control Labs, Shipping, and Regulatory. Besides the out-of-the-box functionality we use, typical customer relationship management, we also have built on top of its custom, line-of-business applications. Traditionally, this was called XRM, but now the proper term would be model-driven PowerApps. Without these tools, we could not function.
- Some useful out-of-the-box features, like mass uploads of Leads from trade shows or when qualifying a Lead, CRM automatically creates the Opportunity, Contact, and Account for you, etc.
- Really powerful customizations through the user interface to improve user experience. Things like Business Rules, for example, if Field A = 1, then Field B = 2 and Field C = 2, if Field A = 2, then Field B and Field C don't apply, so automatically hide them.
- Or other functionality that improves user experience, like Business Process Flows. These walk users step by step through our business process, helping them know when certain actions should take place, and at what point other data is now required. We've used this extensively with our Lead to Opportunity to Quote to Order process, helping users understand the business process each step of the way.
- Customizations built on top of the platform now called model-driven PowerApps. You can have connections to "typical" data, like Accounts, Contacts, or Opportunities, for example, but then connect that data to custom entities, records that only apply to your specific business. This is all done through the user interface and allows you to customize and automate specific line-of-business applications for your specific needs.
- Behind the scenes, D365 CE is built on SQL. So the data conforms to industry standards and makes it much easier to interact with. Your developers and IT team will thank you.
- Small learning curve, obviously. You won't figure this out in a day, a week, or even a month. But given time, you can learn to be an expert. Or you can always get a consultant or hire in somebody. But learning the tool isn't out of the questions by any means.
- Licensing can be confusing at times and isn't cheap, but it is cheaper than Salesforce. Plus no additional fees for data calls to better integrate your D365 CE data with other systems.
- The Classic user interface left a bit to be desired, but now with the much-improved Unified Interface, the web client and the mobile client look the same, much more modern, and have more flexibility and power behind them for customizers as well.
July 15, 2019
Dynamics 365 is the way to go
My organization is using Dynamics 365 Online (currently Version 9.1.0.5826 April 2019 release) in three small to mid-size projects delivering professional services for 3 large company clients. We have Customer Engagement licences that include Sales, Customer Service, Project Service, Field Service, Voice of the Customer Surveying, Retail, and a Portal. Along with delivering our professional services to customers on behalf of our clients, we utilize Dynamics 365 as a standalone XRM database to thoroughly and accurately record and house data.
While a spreadsheet can easily house data, the Dynamics 365 platform is streamlining data entry, ensuring projects and other record types move along a rigid process for consistency and predictability, and providing unrivaled data insights to making decision and ultimately serve our client better. We are currently using the Project Service Automation app to manage thousands of construction projects that are applying for grant and incentive money. We easily imported more than a million of the clients customers records from their database to be able to understand the customer base and better serve them for our client.
We will eventually take advantage of the Voice of the Customer Surveying Portal for external partner access, as well Field Service for scheduling field work.
- Provisioning and initial deployment are a breeze and completed within a day or less after receiving the licences.
- Customizations and configuring the database instances is extremely simple as long as changes and enhancements are implemented cautiously and with purpose.
- Integration with other Microsoft applications is one of the top selling points, such as Outlook for tracking email to Dynamics 35, data connections to Excel for refreshing data exports, PowerBI, Flow, & PowerApps
- Advanced Find querying is one of the easiest tools to quickly get and save data accessed regularly.
- The native Microsoft mobile tablet and phone app can be implemented with minimal extra work or configurations.
- Ability to 100% fully implement (and integrate with other Microsoft platforms) with no code whatsoever (100% no code SaaS!) saving time any money for quick deployments.
- The Dynamics 365 community is massive for forum support and user group networks.
- Microsoft Dynamics 365 storage & license cost can prohibit some large deployments or even cost-sensitive small projects from using the platform (although I'm certain most deployments would realize a positive ROI if implemented correctly with process automation).
- The cost and licensing document for Dynamics 365 is 61 pages and will take a rocket scientist to understand it. It's better to just have your Microsoft help estimate the cost if they are willing to help you that.
- The documentation on how to first fully understand the Out of the Box default solution and settings is lacking or even non-existing. This has the potential to derail Dynamic 365 launches and implementations from the gitgo. Want to use an out of the box entity?.. well it's probably related to 5 other entities that require configuration and full understanding of it to successful implement. And you ask where is the laymen guide or instructions?... User groups and forums. In Summary, Microsoft can up its game in deployment training and supporting documentation.
- Microsoft needs to incentivize more external platforms to build app connectors for easy integration, such as ZenDesk, Slack, Tableau, etc. Even the current connector apps such as Salesforce, MailChimp, Docusign are useless or don't work at all.
- Several limitations inhibit successful Dynamics 365 deployments such as: limited number of Rollup field calculations (summarizing fields on child/related records), limited number rows that can exported to Excel via advanced find, Dynamics 365 files, log and database storage size limit is extremely small and will always require purchasing additional storage (for Online deployments).
- New user buy-in or acceptance or system platform changes can be difficult if a solid change management plan isn't enacted.
- Don't expect much help from Microsoft on implementation or solutions unless it's a technical flaw with the platform. Microsoft relies on their MVP partner network to consult for implementations at a hefty cost. Hiring a knowledgeable and savvy Dynamics 365 System Administrator can reduce the need for consultant support; of course, this is dependant upon many many variables.
June 18, 2019
Microsoft Dynamics 365 Makes Good Business Sense
We use Microsoft Dynamics 365 Online to track customer information, coordinate with our marketing automation systems, use it as a source of inspiration for content creation, and take it on the road with us via its mobile capabilities as marketers and salespeople. It is very effective and functional for our organization and its diverse needs among individuals and teams. Though I've only been using it about 2 years, our organization has thrived with its evolution for over 10.
- Mobile Functionality Provides Modern Efficiencies that Allow us to Thrive
- Multi-Departmental Functionality Improves Process Effectiveness
- It's a natural segment of our business use and product/services models
- As a marketer myself, I think Microsoft Dynamics 365 could do better at providing a Trailhead-style source for users
- Community engagement is lacking - Microsoft could become more socially fluid and fun
- Microsoft Dynamics 365 should extend its marketing team to create a more comprehensive and fun library of resources and tools for users
Dynamics 365 is being used to manage our direct customer base as well as that of our wholesalers and resellers globally. It is what drives sales, service, support, invoicing, and reporting, as well as wholesale/resale web portals and customer web portals. Dynamics 365 is at the center of our business and drives the delivery, management, and support of our product to our customers.
- Works out of the box.
- Supports a wide variety of customization to support any business.
- Easy to customize and integrate.
- Reliable performance that does not require a lot of IT resources even with an on-premise deployment.
- On-premise versus online deployment options.
- Internet-facing deployment is available.
- Strong ecosystem of apps and support.
- Reporting: built-in reports are not user-friendly. We do our reporting from Power BI to give us that flexibility.
- Email: does not thread email conversations.
- Email editors/text editors are weak and don't allow for the rich text editing supported by most email clients.
Microsoft Dynamics 365 is being implemented to clients aided through our consulting services. We have multiple clients using Microsoft Dynamics to focus data in Sales, Finance, and Marketing primarily. We are keen to migrate clients to the cloud, as the benefits of Microsoft Dynamics 365 in the cloud are greater than on-premise solutions. However, we consult in both areas.
- Having options for both cloud and on-premise solutions. Some clients, especially government contracts do not allow cloud-based solutions and must have on-premise. However, for most the cloud is the better option.
- Multiple versions, such as enterprise and business edition, are not completely dissimilar. As a user of the business edition, it was easy to pick up the enterprise edition. Both are available for clients that may require different scales of solutions.
- Microsoft's AI suite is among the best in the world and its integration with Microsoft Dynamics is very desirable for clients, and offers exciting advantages for sales.
- Customization is tricky with Microsoft Dynamics 365. Javascript is primarily used, and due to this most business edition users keep their solution as "out of the box" as possible to save time and cost.
- The out of the box interface is clunky, and those who do not want to customize the interface will lose time figuring out and navigating through the complex interface.
- To get the most out of Microsoft Dynamics 365, you need integrations with the rest of Microsoft's suite, which incurs more cost and can make it so you're putting all your "eggs in one basket".
February 09, 2019
A One Stop Shop for Data Management
Microsoft Dynamics is used across the company for the purpose of recruiting, managing applicants, completing onboarding and retaining up to date information on screening processes and candidate status. It allows for a seamless transition from applicant to new hire, and allows us to collect candidate information online to streamline the onboarding process.
- Microsoft Dynamics is extremely robust, allowing for customization to a degree that I haven't found in other products.
- The wide spread access enables employees from across the company to access the same up to date information constantly.
- I am able to have all my relevant work information in one consolidated system. I can access Microsoft Dynamics at any time, which gives me the freedom to complete work wherever I may be.
- The largely robust system can make for a tricky learning process. There are many things that can't be learned through training, just by time spent working in the system. This can make for a difficult transition for those who have never worked with the system.
- Microsoft Dynamics can be slow at times, due to how much data it contains. This is a minor inconvenience at best, but it can be frustrating.
January 17, 2019
HVAC Migrating to Microsoft Dynamics 365
Currently, the commercial commodity sales, residential commodity, and equipment sales side of our business are using the product. We're using it as two tenants integrating with our backbone ERP for real-time data.
It addresses the sales side of our organization and provides data on opportunities, in addition to prospect and customer communication.
It addresses the sales side of our organization and provides data on opportunities, in addition to prospect and customer communication.
- Opportunity sales funnel view at a glance.
- Task management for appointments, email tracking, and notes.
- Outbound email communication using ClickDimensions and reporting on those pushes.
- Web traffic data reporting.
- User display enhancements. Mainly aesthetics.
- Navigation control by security level.
- Greater control of the iPhone app.
December 28, 2018
My Microsoft Dynamics 365 Review
Microsoft Dynamics 365 is being used across the whole Americas Division in our organization by several departments. It's being used by our customer service, sales, and marketing departments. It addressed the issue we previously had with managing our customer service tickets. Prior to implementing Dynamics in our organization, we weren't able to track our tickets or even know how many tickets each rep dealt with on a daily, weekly, or monthly basis.
- Dynamics does a really good job integrating with other applications. Exchange for example-- within minutes (an admin account is required) you can integrate Dynamics with Exchange so the application can start sending out emails from any user or service/department mailbox to customers. Once Server Side Sync is set up, Dynamics can also start email ingestion without any issues. Other applications can be integrated into Dynamics this easily as well, Microsoft or not.
- Another thing that Dynamics does very well is case management. You can use Dynamics to manage every aspect of your customer service experience without any issues. Customer service reps can create cases automatically from emails, phone calls, or create them manually and communicate with the customers without leaving the application.
- Managing accounts is yet another thing Dynamics 365 does a really good job with. You can create custom account forms that have all the information you need for your accounts. You can also connect your accounts to contacts and stakeholders so it can be easily determined what account is associated with a specific email address or phone number.
- Dynamics 365 mobile app requires some improvements in my opinion. The overall performance of the app can be at times sluggish (even on Wi-Fi) and the updates that need to be downloaded when the app is opened are too frequent and take too long to download.
- With Dynamics 365 Online the back-end access is limited which makes simple tasks difficult to complete at times. With the online version, admins don’t have access to the SQL databases so finding out things such as storage allocation difficult since it requires creating a Microsoft Premier ticket, which in my opinion has room for improvement.
- The workflows in Dynamics 365 work in a way where only one can be run at a time, so if you have configured several of them to run, say to send out several emails, they will not run in parallel. The second one will have to wait for the first one to finish before it can be executed. I think that needs improvement since the application should be able to run several workflows at the same time.
December 19, 2018
Dynamics is NOT a time keeping tool you want
The PM group made the decision to go with Dynamics for timekeeping and didn't do user testing. There was a mild revolt. Dynamics seems to be very robust, but it's not designed as a timekeeping tool, so the one purpose it had for us it failed spectacularly. Not sure if it was a slick sales job or what, but it was a terrible move for us.
- It has lots of options.
- It's very colorful.
- It works well with IE.
- For us, a spreadsheet was preferable to enter time over Dynamics. To start, post login it took about 7 clicks to get to the time entry area, and once there it was configured badly for the average user. It doesn't default to grid view (like Outlook calendars) so you have to AGAIN click to get into a usable format.
- It has a horrible use of real estate on the screen. Taking up the whole screen but 2/3 is white space.
December 04, 2018
CRM - a great product!
Microsoft Dynamics 365 is used across my department and has been for the last few years. We use the CRM tools to help us manage customer relationships and we use the ERP function to help us to help automate some of the back office functions we use in our research roles.
- Very easy interface
- Great customer service
- I think that sometimes the displays are a bit hard to sift through
November 26, 2018
Nothing is Better then Dynamics, total ROI
Score 9 out of 10
Vetted Review
Verified User
We in our organization use Microsoft Dynamics as a primary CRM/ERP across the whole organization for drawing charts for deep data analysis. We use it for decision making. It allows us to access it from the web, PC and mobile devices simultaneously. We use it in our Finance, Field service Client Management and many more across each and every department.
- 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.
September 11, 2018
Microsoft Dynamics 365 (formerly Microsoft Dynamics CRM) as the best adaptable business management solutions
I use this product across the whole organization to monitor system activity of users in Dynamics 365. This includes understanding which users are creating records and how many records they are creating. This also includes the same information on deleting, updating, and reading of records.
- 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.
August 24, 2018
Helps me with my sales daily
The department I work with is Geographical Systems, and we produce maps and planning projections for the future. This department uses the software when other firms needs a thematic map or a heat map and we have the opportunity to schedule the work and prepare the product, even program the reviews of the products before I deliver the final result. With this software I could send emails, prepare meetings and add some important notes from calls and communications with the customers. These communications helps me to improve my work every day in order be more efficient on the sales.
- 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.
August 17, 2018
Dynamics 365 is a must!
At my company, we use MS Dynamics 365 for a myriad of different applications and offerings. We use it to maintain a current list of contact information for current customers, as well as new leads and prospects who come in through our various business development programs. We also use it to process orders and generate quotes, using custom tools.
- Database
- Integration with Outlook
- Integration with ClickDimensions
- Integration with social media
- Ease of use
- User friendliness
- Customization
August 07, 2018
Well, it's not Salesforce. Hopefully it's less expensive.
Microsoft Dynamics is the CRM we currently use at our business. It was the CRM that was in place when I joined the company, and it will likely be the CRM we will use for some time. We use it to track our sales pipelines and our existing customers. The primary business problem it solves it that it tracks information independently from the employee, so important information isn't lost when someone leaves.
- 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.
June 13, 2018
Microsoft Dynamics 365 Review
Currently, we are using Microsoft Dynamics 365 in multiple departments, but not across our organization. We use it to track incoming client requests - from support to implementations. It allows those who are client-facing to be on one uniform application and to work more efficiently. We also use Dynamics to track KPI and SLA, amongst other metrics.
- 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.
May 23, 2018
Dynamics 365 for Sales
Our MS Dynamics 365 system is used by our Sales and Marketing department, as well as by senior leadership. We primarily use this system to manage our sales process, drive and report new revenue, and as a database for our lead generation and lead nurturing efforts.
- 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.
February 09, 2018
MS Dynamics (online) review
We used MS Dynamics as a customized CRM system on various campaigns depending on client preferences. Only alternative was Salesforce. Dynamics helped us to keep the whole chain of sales executives up to date on what is happening with a specific account, as we are a global organisation, and multiple executives from multiple regions have to work on the same account, additionally the client's team has to have access to the records as well.
- 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
December 28, 2017
Solid scaleable CRM
Microsoft Dynamics is used by our organization to track sales opportunities across the entire sales process. Management uses the software for pipeline review and forecasting and the sales force uses the system to enter and progress sales to completion. In addition we have integration with marketo marketing for automated communication to our prospective clients. It provides a single system for us to ensure there is not a duplication of efforts and allows for accountability with the sales team.
- 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.
We use Microsoft Dynamics CRM as both a bank of information that every person on staff references and as a direct email tool to manage subscriptions and send out email blasts. The platform allows us to get in touch with prospects through targeted email, manage extensive lists of prospects and also track vital business information that helps our business function more smoothly.
- 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
Microsoft Dynamics CRM is being used for different reasons and by different teams in my current organization. We are currently implementing it in the Communication division to address community relations, create, maintain and share a contact and organization database, log meetings minutes, issues, and improve the organization's image by straightening and aligning their outside communication. We are planning to add more processes in the near future.
- 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.
June 26, 2017
Dynamics CRM 2016 - Game Changing
We use Microsoft Dynamics CRM across our entire organisation, from using it to log and manage support cases, time recording for staff and monthly billing, tracking implementation projects, and sales and marketing. It underpins our entire business. The flexible CRM gives us allows us to implement rapid process change should the need arise.
- 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).
April 06, 2017
MS Dynamics for development work
Used for organization wide philanthropy/fundraising CRM as a donor database.
- "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.
February 21, 2017
A giant data storage without much insight into lead management
Microsoft Dynamics CRM is the main CRM used not only by the sales and marketing departments of our company but also across the whole organization. Microsoft Dynamics CRM helps us to record the contact information of leads and customers, it also shows from which web page the leads fill in the form.
- 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.