Raving Fan for Microsoft Dynamics
Todd Jankowski | TrustRadius Reviewer
January 27, 2015

Raving Fan for Microsoft Dynamics

Score 10 out of 10
Vetted Review
Verified User
Review Source

Software Version

On-Premise

Overall Satisfaction with Microsoft Dynamics CRM

Our CRM system is currently used by our inside and outside sales teams only. Long term we will rollout to our engineering team and our service team.

Used to streamline sales process---handling of leads and opportunities. Used to manage our interaction with accounts and contacts. We also use the goal function and ClickDimensions for marketing automation.
  • Incredibly intuitive to use. I was hired without any prior knowledge of Microsoft Dynamics and had a custom system Implemented and trained to our sales team in just over 3 months. That is incredible.
  • Readily available training materials----just google your question and you'll find support from all corners of the internet.
  • The dashboards are very easy to create and customize.
  • Sometimes there are too many ways to skin a cat----this has lead to confusion from our sales team at points. IE...multiple ways to get to the same place within CRM.
  • I find the Outlook version to be "glitchy". We get crashes or disconnects fairly often. Easy to fix but nonetheless it's annoying. I tend to use the IE version exclusively.
  • Has given our sales leadership SIGNIFICANT insight into individual rep pipelines, conversion rates, lead generation and order income (won opportunities). We were able to implement a KPI rep ranking system and bonus program because of the insight CRM provides our sales management.
  • Drastically improved our account and contact management---captured email address and implemented customer newsletter as a direct result of CRM. Increased customer satisfaction.
I was an end user of Salesforce.com. I am our system administrator with Microsoft Dynamics. To me there is no comparison.

I was not part of the decision making process when purchase decision was made. It was important for us to have on premise deployment.
It's so easy to customize. I can't imagine an industry or scenario where it wouldn't work exactly how you would need it. To me the bigger key or more important criteria is selecting a certified Microsoft partner to work with. Our partners have been great to work with when I get stuck or can't solve something on my own.

I was an end user with salesforce.com at previous employer---to me there is no comparison.

Microsoft Dynamics 365 Feature Ratings

Customer data management / contact management
10
Workflow management
10
Territory management
10
Opportunity management
10
Integration with email client (e.g., Outlook or Gmail)
8
Contract management
Not Rated
Quote & order management
Not Rated
Interaction tracking
Not Rated
Channel / partner relationship management
Not Rated
Case management
Not Rated
Call center management
Not Rated
Help desk management
Not Rated
Lead management
Not Rated
Email marketing
10
Task management
10
Billing and invoicing management
Not Rated
Forecasting
10
Pipeline visualization
10
Customizable reports
10
Custom fields
10
Custom objects
10
Scripting environment
10
API for custom integration
Not Rated
Single sign-on capability
10
Social data
Not Rated
Social engagement
Not Rated
Marketing automation
10
Compensation management
Not Rated
Mobile access
Not Rated

Using Microsoft Dynamics CRM

15 - Sales team only at this point. We will eventually rollout to our engineering team and service team.
1 - Basic to moderate computer skills needed. Prior understanding of Microsoft product suite helpful.

#1 is Patience. CRM was new to ouir organization and a big culture change to our sales team. I get questions all day long on items that were previously trained or introduced.

We use third party advanced support when I can't solve something on my own. Javascript and programming as an example.
  • Managing sales process
  • Marketing automation
  • Goal and rep performance monitoring
  • Managing contacts and accounts
  • Marketing automation. ClickDimensions email marketing was recommended to us. When we first made decision to implement a CRM system we had no idea this add-on was available. We have since implemented and use to send customer newsletters.
  • Will eventually use to manager communication and workflows across multiple departments. Sales to Engineering for example.

Microsoft Dynamics CRM Implementation

I was hired as our CRM administrator on March 3. I had no prior knowledge or experience with Microsoft Dynamics. Initially we only used the lead, opportunity, contact and account entities. We have since added additional features----marketing automation, dashboards, goals and workflows.

It is so intuitive and easy to use that I learned the system, made all of our customizations, imported all of our contact and account information in just over three months. Training was rolled out to our sales team the second week of June. That is incredible.
Change management was a major issue with the implementation - Implementing and the benefits were a big cultural change to our sales team---CRM immediately brought accountability to our team. There was no system in place for us to have insight into rep performance. We lost a couple of reps along the way due to this. Made us a stronger sales team in the end.
  • Training our sales team. This was a big cultural change and change in environment to them.
  • The implementation itself was a dream. It's so intuitive. I knew nothing about Microsoft Dynamics when hired. I was able to fully customize our system, import all of our data and implement in just over three months.

Microsoft Dynamics CRM Support

Our partner, Ledgeview Partners has been FANTASTIC to work with. They are always timely in their response and have taken time to understand our business and our specific needs. We've made a lot of advanced customizations and they have been a great help in making those updates.
ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
None
Yes - I use third party support when I can't solve an issue on my own. CRM is still relatively new to our organization (20 months). I'm a pretty advanced user and MD CRM is easy to use but I still get stuck from time to time and have to call in support. We've done a lot of advanced customization that has required an extra level of support to implement.
Yes - Always resolved in a timely fashion. We had issues importing the ClickDimensions solution. Took a couple of days but was solved. The Outlook version has had some crash issues and our partner has helped resolve.