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Great CRM tool with a lot of potential
Updated February 05, 2022

Great CRM tool with a lot of potential

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Software Version

On-Premise

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

We use this application globally within our company and not only by the sales reps or department but it holds a lot of the essential master data for our products and pricing structure. Our product managers and marketing users use the application to compile information about our sales and send out surveys etc. CRM 2016 enables the company to streamline the process and way of working with a sale from lead to order, and it helps our service technicians to handle RMA's and service cases on a global scale.
  • Guides the sales reps through the sales process.
  • Enables fairly quick quoting, presenting the customer with a quick quotation.
  • We had to rely on some third-party tools like Experlogix and HubSpot, it would be neat if this was unnecessary.
  • It's a Microsoft tools, so the number of clicks is still too high.
  • Maintaining leads and opportunities, and management overview.
  • Global installed base handling (customization).
We had other applications from Microsoft like ERP applications and we already used Outlook for a mail client. Today, given the choice and having a big amount of money to invest, they would probably choose Salesforce for CRM, having a better mobile app and better reporting for Management. I could imagine the development and customizations needed would be about the same between the two worlds.
WhatsUp Gold, Cozyroc, Microsoft BI, TIBCO Cloud Integration (including BusinessWorks and Scribe), HubSpot
It's fairly easy to customize and integrate against, but it does require some developers to maintain. There's no product configurator or great mobile app, but these are areas in which MS knows to invest in future versions of CRM. The support for new on-prem versions seems to have been diminished since everything is going cloud which I think is a bit of a shame.

Microsoft Dynamics 365 Feature Ratings

5.8
Customer data management / contact management
8
Workflow management
6
Territory management
6
Opportunity management
9
Integration with email client (e.g., Outlook or Gmail)
3
Contract management
7
Quote & order management
7
Interaction tracking
3
Channel / partner relationship management
3
4.7
Case management
7
Call center management
2
Help desk management
5
7.0
Lead management
8
Email marketing
6
5.0
Task management
6
Billing and invoicing management
5
Reporting
4
5.0
Forecasting
6
Pipeline visualization
8
Customizable reports
1
10.0
Custom fields
10
Custom objects
10
Scripting environment
10
API for custom integration
10
10.0
Role-based user permissions
10
Single sign-on capability
10
5.0
Social data
4
Social engagement
6
8.0
Marketing automation
8
Compensation management
Not Rated
2.0
Mobile access
2

Using Microsoft Dynamics 365 (formerly Microsoft Dynamics CRM)

The application handles well in terms of maintaining your master data about customers and it provides you with the steps to form a lead to an actual order. Navigation is fairly easy and you can easily export data to Excel or call out a small graph if needed. The dashboard functionality provides some well-customized overviews for each business area so this a well-used tool for the business.
ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Consistent
Quick to learn
Convenient
Feel confident using
Familiar
None
  • Customizations are easy to make.
  • I like the transparency of the data model, because a bit more difficult when moved to the cloud of cause.
  • Sales product configuration without a third party tool like Experlogix.
  • Using the mobile app.
Yes - You can look up master data and maintain contacts but you cannot make a quote or do the same processes as in the web application. Having a product configurator like Experlogix which doesn't support a mobile app doesn't make it easier. So overall it's a difficult world if you want to use the mobile app because you get an amputated application.