Microsoft Dynamics 365 Review
June 13, 2018

Microsoft Dynamics 365 Review

Haley Lay | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User

Software Version

Online

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

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

  • 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.

Cons

  • 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.
  • Automated workflow helps to avoid missed revenue.
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.
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 Feature Ratings

7.5
Customer data management / contact management
5
Workflow management
7
Territory management
Not Rated
Opportunity management
Not Rated
Integration with email client (e.g., Outlook or Gmail)
9
Contract management
Not Rated
Quote & order management
Not Rated
Interaction tracking
9
Channel / partner relationship management
Not Rated
9.0
Case management
9
Call center management
9
Help desk management
9
Not Rated
Lead management
Not Rated
Email marketing
Not Rated
7.5
Task management
Not Rated
Billing and invoicing management
8
Reporting
7
6.5
Forecasting
6
Pipeline visualization
Not Rated
Customizable reports
7
7.0
Custom fields
7
Custom objects
7
Scripting environment
Not Rated
API for custom integration
Not Rated
8.0
Role-based user permissions
8
Single sign-on capability
Not Rated
Not Rated
Social data
Not Rated
Social engagement
Not Rated
Not Rated
Marketing automation
Not Rated
Compensation management
Not Rated
Not Rated
Mobile access
Not Rated

Comments

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