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
View PricingOverview
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)7.676%
- Workflow management (66)7.272%
Pricing
Entry-level set up fee?
- No setup fee
For the latest information on pricing, visithttp://www.microsoft.com/en…
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
Starting price (does not include set up fee)
- $44 per month
Features
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Product Details
- About
- 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).
Comparisons
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Reviews and Ratings
(928)Attribute Ratings
Reviews
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March 14, 2023
Microsoft Dynamics 365 is your solution in using CRM.
Score 8 out of 10
Vetted Review
Verified User
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 organization. It keeps record of your transactions and inventories. It provides lots of analysis and it is a very secured system compared to customized applications/platforms.
- Lots of improvement and updates.
- CRM is a great advantage.
- Security is great.
- Customer support requires some support at times as they need some training when dealing with a customer and asking all the questions. The way they handle issues needs attention and they need to be trained.
76.66666666666667%
7.7
70%
7.0
75%
7.5
73.33333333333333%
7.3
86.66666666666666%
8.7
75%
7.5
75%
7.5
75%
7.5
70%
7.0
80%
8.0
- It saved a lot of time and cost which was impacted when we moved to Dynamics 365.
- It adds value as employees has more space to develop their skills with the less workload they have.
Interfaces are better, faster in work and more secured. Cost of product is much better with Microsoft Dynamics 365. Moreover Microsoft Dynamics 365 works hard on its updates and tries its best from what I have seen to make a better available product for usage by companies and individuals every where.
400
Almost most departments uses it from Sales, marketing, procurement, finance, administration.
10
People who work in the support Information and technical department does the support and coordinate any issues.
- CRM
- Inventory
- Finance.
- Analytics which was really great.
- Connect with our global branches and offices.
Yes
It replaced ERP oracle based systems as we were not very much happy with the performance and it is very heavy on our systems and it was not easy to make many changes from time to time or reports while Microsoft Dynamics was a very good choice indeed.
- Price
- Product Features
- Product Usability
- Product Reputation
Price is really great, product features are incredible, everybody knows the platform and works on it and the updates are great indeed.
I would not change. I will stick to Microsoft Dynamics 365 for my business and recommend it to others for sure.
I did not buy we were working on moving forward with this. So far we might decide to proceed with it.
No
Accessing it through my mobile is great and it made the difference. This is indeed an advantage.
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.
58.88888888888889%
5.9
43.33333333333333%
4.3
70%
7.0
66.66666666666667%
6.7
73.33333333333333%
7.3
72.5%
7.3
90%
9.0
70%
7.0
40%
4.0
80%
8.0
- Using customizations of forms and Business Process Flow, we've lowered the amount of training necessary. Customizations on forms make it more obvious how to fill out certain records, and in what scenarios specific data is necessary or not. The Business Process Flow walks a user through various business processes.
- Using the model-driven PowerApp approach, we can streamline navigation for specific users, only showing them which tools they actually need to access and getting rid of the unnecessary records that pertain to other departments. And it's automatically mobile friendly as well.
- Building custom and connected line-of-business applications has been useful for our entire company. There are many business processes which would get lost in email or personal interactions if we didn't build them. And the connection to vital business data makes the applications all the more useful.
- Workflow automation through the older, internal workflow engine or the newer connection to Microsoft Flow allows us to streamline business processes and make sure they are followed correctly automatically.
- Data controls keeps are data cleaner. If you need certain data, it is required. If the data has to be a certain type of data, the field is built that way. We don't want to rely on a user to remember how to do something, we want to make it easy for the user to automatically do something in the right way.
- Salesforce App Cloud and SugarCRM
Ultimately, D365 CE is more cost-effective for licensing and for data connections than Salesforce, more powerful than SugarCRM, and allows greater flexibility for customization. And continuing to tap into the Microsoft ecosystem keeps our lives a little simpler. Connections to other Microsoft software we already use like Outlook, SharePoint, PowerApps, Flow, Power BI, etc. helps our users and helps IT. And Microsoft continues to make huge investments in D365 CE, especially around XRM aka model-driven PowerApps, that it really is the hidden flagship behind the Microsoft Power Platform and the Common Data Service.
No
- Price
- Product Features
- Product Usability
- Product Reputation
- Analyst Reports
- Third-party Reviews
Product Features and Price were probably the two most important for us. First, we went with the cloud option, as we are moving further and further away from having all these on-prem servers. It just keeps things like upgrades and new features so much simpler. Second, connections to other Microsoft software keeps our required skill set smaller, both from a user's perspective and from IT's perspective. Third, going with the cloud allowed us to start up quickly and add or remove licenses quickly and with little start-up cost. Fourth, it's cheaper than Salesforce both from a licensing perspective and from a data perspective. We have a number of systems and make various data calls behind the scenes. With D365 that was no extra charge. With Salesforce, it wasn't.
I'd probably ask to get my hands on it sooner. Spinning up a trial environment, adding some of our own data, and then giving some quick demos to our users would be the way to go. It doesn't take a lot of time to make a D365 CE environment already look and feel like it's really yours. And it's always better to understand a tool when you can get in it and play with it. So getting a duplicate Sandbox up and running for IT to play with would also be the route I'd take. Better for the end user and better for IT.
- Customizations of forms and views and building custom line-of-business applications on top of what is already there.
- Qualifying a Lead is a painless process, automatically creating the Opportunity, Account, and Contact for you. Great user experience!
- Advanced Find allows a typical user to take a much deeper dive into the data within the system. It doesn't require special training or a lot of time. If you understand the way the records are related (Contacts are connected to Accounts, Accounts are connected to Orders, etc.), Advanced Find can be an incredibly powerful tool that anyone can use.
- As with any software, there are always some gotchas. The first time you try to build a workflow, for instance, or even certain steps in the workflow, like creating a custom email. Some things aren't obvious and some things can be a little buggy.
- Staying on top of all the new technology isn't always easy. Being part of the Microsoft Cloud, updates and improvements are always coming. You can to find the right Microsoft MVPs to follow or the right blogs or podcasts to go to just to stay on top of all the news. But it's also exciting to learn about all these features coming and what new functionality will be added.
- The Classic user interface left a bit to be desired. Everyone, no matter what business role they played, had the same tool with the same navigation. You can obviously control permissions via roles in D365 CE, but that only got you so far. Now with the model-driven PowerApp, it's much easier from a user's perspective, as you can give each functional group it's own slimmed down application. Navigation isn't overwhelming with all the links and options, but instead, it's paired down to just the handful of tools the specific users need.
Yes
It's good, especially with the new Unified Interface, giving the mobile app and the web application the same look and feel. There are a few things left to be desired, such as offline usage. But that is coming (always new features rolling out). Or you can use a third-party application now, which makes mobile usage even more appealing.
December 04, 2014
Dynamics CRM can be extended to support your business
Score 9 out of 10
Vetted Review
Verified User
- It has a familiar Microsoft Interface. Since most of our organization uses Microsoft products, it helps with the learning curve.
- It has good integration with other Microsoft products like Outlook and Excel.
- It has some good reporting features in Views. Users can create them easily and also export them to Excel to do further analysis
- A skilled administrator can do a lot to build and maintain the system without needing a developer.
- It has a good workflow engine. It is easy to configure for someone with business analyst skills. A lot of your business processes can be automated and you would not need a developer.
- It has a powerful security model and framework which really helps us segregate data and processes
- The User Interface is quite clunky. It is not Web 2.0. This is improved in the 2013 release.
- It does not have good out of the box mobile functionality. I think there are some third party products that address this and CRM 2013 will also improve this ability.
- Limited marketing and field service automation functionality. Again, there are some good third party products that address this. We are looking at implementing Marketo for Marketing Automation. We have not begun evaluating field service automation vendors yet, but FieldOne has a product that provides this functionality for Dynamics CRM.
- We have extended Dynamics CRM to track our energy efficiency programs. We manage over 400 energy efficient programs operating in almost 25 States for over 70 clients. We manage and process almost 200,000 payments to over 15,000 energy program participants. Each Program is a unique, delivering a customized professional service to a targeted local customer base. Customer Service Management on such a large and decentralized scale was possible with Dynamics CRM.
- 20% Increase in Call Center Efficiency – CRM use across CLEAResult means that Call Center Staff, Incentive Processing Center Staff, Program Operating Teams, Program Managers, Client Call Center Staff and Client Managers all work off of the same data set. For example, during the program management process, incidents arise when application for rebates are received partially complete. CLEAResult utilizes the Customer Service module to manage these cases, work with participants to earn complete rebates and eliminated major complaints to the utility companies that CLEAResult serves. The result is reduced churn, increased communication, more satisfied Program Participants and more satisfied Clients.
- Scalability For a Complex Business - The business process improvements that CRM enables allow CLEAResult to scale our business. In 2011, before CRM, CLEAResult had 300 employees doing business in fewer than 10 States. We now have over 600 users on CRM and the CLEAResult family of companies has over 1000 employees doing business in almost 25 States. We can now report on the progress of our programs in real-time allowing for quick adjustments to program design in order to meet client goals. We can more easily onboard new employees and new clients, launch new programs and extend into new states. Adoption of the standardized business process that CRM enabled makes this continued growth possible.
We are a Microsoft shop with a lot of Microsoft products. The key stakeholder in the business also had experience in working with Dynamics CRM in a prior job.
600
- Business Development
- Operations (Energy Efficiency Program Management)
- Incentive Processing Center
- Customer Call Center
3
We have two CRM Application Administrators. They are both skilled in Dynamics CRM with some certifications.
We have one CRM Business Analyst. She is knowledgeable about CRM and how the business uses it.
We have one CRM Business Analyst. She is knowledgeable about CRM and how the business uses it.
- We have configured and customized the tool to run our energy efficiency programs
- The Incentive Processing Center uses CRM to enter rebate applications and generate invoice information to pass to our financial system
- The Customer Call Center uses it to manage cases for the participants in our programs
- Business Development uses it to manage their pipeline
- We have extended the system to help us manage our energy efficiency programs. The system is very configurable to do so. It has been very effective for us versus building custom software.
- We plan to implement add-ons for Field Service Automation and Marketing Automation
No
- Prior Experience with the Product
Our key business stakeholder had experience with Dynamics CRM in a prior job.
We would probably have done some more analysis on cloud vs. on-premise products. There are some challenges with having an on premise product I would prefer not to deal with.
- Professional services company
Hitachi Solutions
Yes
We did multiple releases over an 18 month period.
There was a three month discovery and design phase followed by the first release. We then had multiple releases that were 6-8 weeks in length.
There was a three month discovery and design phase followed by the first release. We then had multiple releases that were 6-8 weeks in length.
Change management was a major issue with the implementation
We did not focus enough on change management and commit resources to it.
- Change Management
- Challenges with infrastructure as we scaled the system very rapidly
No