Item: Microsoft Dynamics 365
Rating: 6
Author: Haley Lay

Use Cases and Deployment Scope

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.

Pros and Cons

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.

Return on Investment

Automated workflow helps to avoid missed revenue.

Alternatives Considered

I did not have a role in choosing to implement Microsoft Dynamics 365; I was apart of the team who helped to design and roll out the product to our company.

Other Software Used

Ascentis HR, Microsoft Office 2016, Microsoft Office 365, Salesforce Analytics Cloud, Igloo, Citrix NetScaler Access Gateway, Google Drive, OneDrive

Likelihood to Recommend

It worked great for documenting client-facing requests in our large client base. Some of the workflows between implementation and billing have improved efficiencies and allowed us to avoid missed revenue. That said, there are also a lot of options and functions that are not applicable, and it would be great to be able to hide/remove things that aren't needed to avoid clutter and inefficiencies.

Microsoft Dynamics 365 Review

Software Version

Overall Satisfaction with Microsoft Dynamics 365 (formerly Microsoft Dynamics CRM)