Dynamics - Perfect for a Seasoned Team with Low Turnover
Patrick Stephens | TrustRadius Reviewer
February 18, 2020

Dynamics - Perfect for a Seasoned Team with Low Turnover

Score 6 out of 10
Vetted Review
Verified User
Review Source

Software Version

Online

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

I was asked to address the growing separation of marketing and sales at a local school (so, in this sense, sales will be considered Admissions). I needed to do several things 1) turn focus towards the completion of the job (leaving the small, menial tasks to the machine), 2) coordinate a way for both marketing and admissions to work together, knowing how well the other department is doing without interference, and 3) ensure quality standards were met when employee retention was a major issue. Microsoft Dynamics was used briefly through a sister account to observe how new employees would take to it, as well as see how currently long-time employees would take to it (reverting to old ways or moving towards the product).
  • Data unification - "one stop shop"
  • Adaptable pay structure, with customization options
  • Not new user friendly, nearly impossible to train someone new in it without them losing interest
  • If you know your stuff, this product does just fine. They are always adapting (aren't they all, always?), so expect it to grow and for you to grow with it.
  • Don't expect new employees, or places with high turnover, to ease into this product quickly, or even on a moderate time table.
Microsoft Dynamics was part of a system overhaul for a local school, and we looked at many products. If we had used it for a company with low turnover, then it might have been more feasible. They needed something a new person could learn quickly, someone who might also be learning marketing terms at the same time - especially if there is nobody to train the individual now expected to know the system. Similar issues occurred with all of these programs (we called it being too big for their britches), and one of the bigger things we liked was that it is more compatible with MS Office products in both technical and visual appeal. If you have a steady employees who use a CRM consistently, low turnover, and those who are very familiar with Office products, Dynamics would be the smartest option for you. Unfortunately, this was just not true for the school environment.
All told, if it hadn't been for the fact that we were testing it with both employees who knew CRM lingo and those who were new, we wouldn't have found such an issue. The program itself can be very useful for people who already manage CRMs, who know how to use them, who know how to run and manage employees on them, namely because of the "one-stop-shop" concept in data visibility. When it came down to it though, if you have high-turnover, then this product will devolve into only being used for it's base components. Down the middle, we found that the people who'd been in marketing for 4-5 years fell into the product easily because of the way it was written. Everyone before that, with novice experience, thought it was written like a textbook for a graduate class - little to no leeway if you don't happen to know one specific term.

Microsoft Dynamics 365 Feature Ratings

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