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Nice tool with a few minor errors
Updated March 10, 2015

Nice tool with a few minor errors

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

Software Version

Online

Overall Satisfaction with Microsoft Dynamics CRM

  • User Friendly for a call center platform.
  • Integration with Outlook helps tremendously.
  • Ability to customize views to your needs is a big plus.
  • Ability for detailed reporting is still an issue to me.
  • Interface is not friendly when outlook is not used, which makes it difficult to use.
  • Checkpoints for errors need to be adjusted and more robust so the errors are minimized.
  • This product has helped our customer service tremendously with being able to view all the details needed for the rep to convert the lead
  • the employee efficiency has increased enormously with the customization features in the tool for every representative so he/she can view the reports needed in their format to maximize their efficiency
  • Our lead conversion has increased with the lead flow process being at optimal speed so we can reach the lead instantly
If your company requires a call center, CRM is a great platform to use. It has his issue with InContact and other softwares, but can easily be customized to any users needs and with the new integration with Outlook, the tool is even easier to use and is more accessible. Its definitely not a great tool for detailed reporting, so consider adding another reporting platform to integrate with CRM in order to get a more robust reporting structure.

Using Microsoft Dynamics CRM

I think the tool is great for companies that have a call center platform. The tool provides all the details needed for a rep to view the details needed for the lead to be converted. I don't like the reporting feature in the tool currently and I think it needs to be modified more for a more robust reporting need. I also dislike the checkpoints that I feel are needed to minimize errors and feel that they could be adjusted.

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