You'd be way better off with Salesforce...
February 01, 2015

You'd be way better off with Salesforce...

Anonymous | TrustRadius Reviewer
Score 2 out of 10
Vetted Review
Verified User

Software Version

Online

Modules Used

  • 2011
  • 2013

Overall Satisfaction with Microsoft Dynamics CRM

We are no longer using Microsoft Dynamics CRM within our company. We migrated to Salesforce approximately three months ago.

In all honesty, we had a very poor experience using Microsoft Dynamics CRM, and while we've deduced that big part of our problem was the initial partner implementation of our production organization.

In an effort to raise the total implementation costs, the partner we used (who was recommended by a Microsoft rep) put so many unnecessary developments into our organization that it was pretty much unusable, required major rebuilds upon every upgrade/update, and caused so many SQL server timeout errors that our users refused to work in it anymore.

When confronted with the issue, all parties involved (Microsoft support, the implementation partner, and support teams from software integrated into our Dynamics org) passed the blame. The issues were never their fault, and we were sent in circles trying to deal with the issues in our Dynamics org.

Pros

  • Integration with other Microsoft products/software
  • Single sign-on capabilities
  • The improvements made between MS Dynamics 2011 and MS Dynamics 2013

Cons

  • They need to build their upgrades/updates in a way that doesn't break all the custom development currently deployed in a production org. We had to basically rebuild a huge chunk of our custom development with every update, and major software upgrades required a complete and total system overhaul. All of this meant major partner costs every year, that were caused by no fault of ours.
  • Microsoft support needs to accept and acknowledge when the issue is their fault, and provide options for fixing it. After a 8 month fight with Microsoft support, we finally got to a support engineer that acknowledged the issues we were having, and provided band-aid solution after band-aid solution. The entire situation created a massive domino effect. One problem got fixed, and three more showed up/started happening.
  • Decreased productivity for the sales and marketing teams.
  • Huge investment made with very little return.
  • We had to change our process to what MS Dynamics CRM could handle, not build our environment to suite our process.
We decided to migrate to Salesforce, and couldn't be happier. Our sales and marketing teams are more productive. The system is more easier customized to suit our processes, and we are yet to have a period of downtime or a loss in availability or functionality.

With the price increase in MS Dynamics CRM, it put it in the same price bracket as Salesforce and made the choice extrememly easy for us.

If a company launches a MS Dynamics environment now, with all the improvements that have been made, they will be much better off then we were. We launched our MS Dynamics CRM environment approximately three years ago, and spent a very large amount of money building it to our specifications. Over the next three years, much of what we built became out-of-the-box functionality, and with each improvement, we had to break down our custom development and re-implement the out-of-the-box functionality.

If we were starting now with a MS Dynamics CRM environment, and found a partner that didn't push unnecessary development changes, we might have been way better off.

We ended up migrating to Salesforce and couldn't be happier. Development is so much simpler with their "clicks not code" philosophy, their smooth upgrades 3 times a year, and their quick and knowledgeable support staff.

Microsoft Dynamics 365 Feature Ratings

3.6
Customer data management / contact management
5
Workflow management
3
Territory management
1
Opportunity management
5
Integration with email client (e.g., Outlook or Gmail)
5
Contract management
4
Quote & order management
2
Interaction tracking
5
Channel / partner relationship management
2
2.7
Case management
3
Call center management
2
Help desk management
3
3.0
Lead management
5
Email marketing
1
1.5
Task management
2
Billing and invoicing management
1
2.3
Forecasting
1
Pipeline visualization
3
Customizable reports
3
1.3
Custom fields
1
Custom objects
1
Scripting environment
1
API for custom integration
2
7.0
Single sign-on capability
7
3.0
Social data
3
Social engagement
3
2.0
Marketing automation
3
Compensation management
1
1.0
Mobile access
1

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