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Accidental Administrator loves CRM
January 27, 2015

Accidental Administrator loves CRM

Jennifer Manteufel | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Software Version

On-Premise

Modules Used

  • All

Overall Satisfaction with Microsoft Dynamics CRM

CRM is used across 75% of our organization to manage and track interactions with our clients. CRM is our source of truth for client communications and interactions allowing all users to know what is happening in the care and maintenance of our clients needs. We track leads all the way through sales into clients and subsequent sales to existing clients with processes througout the system. Utilizing the many features built into CRM as well as custominzing the system to meet the needs or our company.
  • Workflows for automating processes that were once manual.
  • Giving a full and comprehensive view of where the client is at any particular time.
  • Allowing our users to collaborate on clients giving the best service possible.
  • Highly customizable to meet the needs of our specific industry and company.
  • The need for javascript to do some form control work. This does get better in 2013 and above.
  • Global search is missing in 2011. This does come into play in 2013 and above.
  • Sharepoint addin for document repository is slow to load and could use some changes to make it more stable.
  • Ability to copy records is missing for most entities.
  • Administrative management of user created/changed settings, views, charts and dashboards is missing.
  • Activities that you can complete throughout a workflow could be increased. For example the ability to do recursive workflows.
  • The ability to add dialogs and workflows to the ribbon should be easier. The coding necessary now does not make it practical for super user type administrators.
  • Ability to service our customers better knowing all the transactions that have happened for them.
  • Stable environment with little outage or down time.
  • Ability to customize to meet the needs of our company
  • Excellent support from Microsoft for the CRM User Group providing networking and best practices to use the tool to its fullest.
None - Microsoft Dynamics CRM was implemented when I was hired.
We have found it does not work well for our call center. However for the rest of the organization it works very well. User adoption is always an issue and the changes that are brought forward from 2011 to 2013 are a big difference so if you can start on 2013 user adoption will likely be better. I would suggest ensuring you know who will be administering and customizing the application as there is a lot of customization that will need to be done to meet the needs of any company. Take advantage of the templates that are out there for your industry to make this starting point easier. Find a good 3rd party vendor to help you implement. Make sure this vendor has done work in your industry before so that they understand the unique needs of your company. Know the limitations between running CRM online and on-premise. If you can swing the cost of the hardware I would suggest on-premise as you have better access to your data and process that can link into CRM.

Microsoft Dynamics 365 Feature Ratings

6.1
Customer data management / contact management
8
Workflow management
5
Territory management
4
Opportunity management
8
Integration with email client (e.g., Outlook or Gmail)
7
Contract management
7
Quote & order management
3
Interaction tracking
6
Channel / partner relationship management
7
7.0
Case management
7
4.5
Lead management
8
Email marketing
1
5.0
Task management
6
Billing and invoicing management
4
3.0
Forecasting
3
Pipeline visualization
3
Customizable reports
3
9.3
Custom fields
10
Custom objects
9
Scripting environment
9
API for custom integration
9
Security ()
Not Rated
4.5
Social data
4
Social engagement
5
10.0
Marketing automation
10
Not Rated
Mobile access
Not Rated