Item: Microsoft Dynamics 365
Rating: 4
Author: Verified User

Pros and Cons

Reporting.
Information Storage and Archiving.
Client Tracking.

Need to provide the ability to past screenshots into the body of an email rather than only add as an attachment.
Speed of attaching documents.
Space issues.
Ability to search within in attachment rather than just in the subject or body of an email.
Ability to add multiple contacts to the regarding of an email.

Return on Investment

Increased marketing ability.
Ability to track and report on workload in order to improve service level agreements.

My recommendation would be dependent upon how the colleague was planning on using this tool. Other departments within our organization have experienced great success with this tool. It's reporting capabilities are excellent.

I would ask that person what their specific goal is and what their reporting needs are. From there I would ask additional questions.

Likelihood to Renew

2

After utilizing the program in our department for one year, the tracking benefits did not outweigh the loss of productivity due to the inability to paste screenshots and the amount of time to attach items to email.

Change Management Lessons

Change management was a major issue with the implementation

Usability

4

CRM is a great tool for communicating with clients and marketing. Not a great tool for everyday management of email inboxes.

Usability Pros and Cons

Pros	Cons
Relatively simple Easy to use Technical support not required	Cumbersome Feel nervous using Lots to learn

Difficult Tasks

Adding screenshots, inability to copy/paste
Locating a specific attachment due to inability to search the attachment
Timeouts while attaching documents

CRM great for reporting and analysis

Software Version

Overall Satisfaction with Microsoft Dynamics CRM

Pros and Cons

Return on Investment

Likelihood to Recommend

Using Microsoft Dynamics CRM