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One of the best CRMs out there!
December 23, 2020

One of the best CRMs out there!

Shai Hadar | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Software Version

Online

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

We have developed an ITSM Module, and as MS Dynamics implementers, we practice what we preach
The platform we developed is being used company-wide to support customers, enable collaboration across teams, and other basic CRM functions.
  • Very easy to customize.
  • Release management is very simple and intuitive.
  • UI is very plain and clear, consistent experience across all entities.
  • Full integration to other MS products out of the box, online Excel editing.
  • Full integration with Outlook for emails and calendar.
  • Bad reporting (you have to have Power BI).
  • Hard to manage users and permissions due to the many customizations available.
  • Performance, always an issue.
  • Easy rollouts.
  • Easy to customize.
  • Hard to find documentation.
  • Oracle CX Service (formerly Oracle Service Cloud)
Much much better than OSvC!

Do you think Microsoft Dynamics 365 delivers good value for the price?

Not sure

Are you happy with Microsoft Dynamics 365's feature set?

Yes

Did Microsoft Dynamics 365 live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Microsoft Dynamics 365 go as expected?

Yes

Would you buy Microsoft Dynamics 365 again?

Yes

Oracle CX Service (formerly Oracle Service Cloud), Microsoft Dynamics 365 Business Central (formerly Dynamics NAV), Oracle eBusiness Suite
Easy to use, very intuitive, but bad reporting.
Very good support from MS.
Good for companies that do not need complex customizations, otherwise you get encumbered by too much code and complexity. Large enterprises need to consider that MS Dynamics cannot handle super large data sets, reporting is limited, and performance is generally a limitation.

Microsoft Dynamics 365 Feature Ratings

8.4
Customer data management / contact management
8
Workflow management
9
Territory management
7
Opportunity management
Not Rated
Integration with email client (e.g., Outlook or Gmail)
10
Contract management
8
Quote & order management
Not Rated
Interaction tracking
Not Rated
Channel / partner relationship management
Not Rated
9.3
Case management
9
Call center management
9
Help desk management
10
Not Rated
Lead management
Not Rated
Email marketing
Not Rated
6.0
Task management
10
Billing and invoicing management
Not Rated
Reporting
2
Not Rated
Forecasting
Not Rated
Pipeline visualization
Not Rated
Customizable reports
Not Rated
10.0
Custom fields
10
Custom objects
10
Scripting environment
Not Rated
API for custom integration
Not Rated
10.0
Role-based user permissions
10
Single sign-on capability
10
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