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CRM - Amazing platform for helping us understanding our customers our way!
October 05, 2015

CRM - Amazing platform for helping us understanding our customers our way!

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Reseller

Software Version

Other

Modules Used

  • Sales, Service, Marketing, FieldOne, MDM, Social Listening

Overall Satisfaction with Microsoft Dynamics CRM

We use Microsoft Dynamics CRM across the organization for Sales (opportunity management, inside sales lead gen), Marketing (lead gen, blog maintenance, event registration, outreach), Support and Education (event registration), Delivery/Sonsulting (project and resource management), support (customer portal and case management) It provides a 360 degree view of our clients' interactions with us.
  • CRM allows me to track where in the project delivery process we are with our clients. Using business process flow we can understand what deliverables have been met and which remain. I can review how much time has been spent on projects and how much budget remains to proactively manage projects. Consultants track their status reports to CRM from Outlook so everyone on the team is aware of what is happening on the project.
  • Marketing uses CRM to manage our corporate blog. Anyone in the organization can submit a blog idea or write a blog. But an approval process in CRM ensures that all blog posts are branded appropriately and are written to be consistent with corporate and marketing guidelines before being published.
  • Managing our opportunities in CRM not only helps the sales team manage their pipeline and sales process but it gives our delivery team a heads up for resource planning. Delivery leadership can review pipeline at any time receives notice when deals are about to close so that they can proactively assess consultant skill sets and begin assigning resources.
  • Microsoft Dynamics Marketing has some significant deficiencies that make it almost impossible for us to use. The connector integration with CRM doesn't work with our CRM deployment and basic things we'd expect to be able to do with MDM we just can't do. It's just not a good fit with CRM.
  • There just isn't enough documentation or training out there related to MOBILITY for CRM. Everything we do with tablet and phone apps we learn by trial and error the hard way. It shouldn't be that hard to extend our CRM to our mobile platforms.
  • By using our customer portal into Microsoft Dynamics CRM cases, our support team is able to spend their time researching and resolving issues rather than spending their time documenting interactions in Microsoft CRM. They're able to close more cases per day.
While Microsoft Dynamics Marketing is available for enterprise marketing teams it isn't well suited for most of our needs and isn't customized like the rest of the CRM is. The Microsoft Dynamics CRM marketing features out of the box are also limited - especially as it relates to delivery of high quality e-mail campaigns.

Microsoft Dynamics 365 Feature Ratings

7.8
Customer data management / contact management
10
Workflow management
9
Territory management
7
Opportunity management
9
Integration with email client (e.g., Outlook or Gmail)
9
Contract management
7
Quote & order management
7
Interaction tracking
7
Channel / partner relationship management
5
8.0
Case management
8
Call center management
8
Help desk management
8
5.0
Lead management
7
Email marketing
3
4.0
Task management
2
Billing and invoicing management
4
Reporting
6
6.0
Forecasting
4
Pipeline visualization
6
Customizable reports
8
9.5
Custom fields
10
Custom objects
10
Scripting environment
9
API for custom integration
9
9.0
Role-based user permissions
9
Single sign-on capability
9
Not Rated
Social data
Not Rated
Social engagement
Not Rated
1.0
Marketing automation
1
Compensation management
Not Rated
4.0
Mobile access
4

Using Microsoft Dynamics CRM

Once you get used to how to navigate to the features you use in the most efficient way, Microsoft Dynamics CRM becomes easily usable.
ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Familiar
None
  • Tracking emails and appointments from Outlook to my Microsoft Dynamics CRM accounts is a breeze!
  • I love that Microsoft Dynamics CRM is just another part of my Office365 experience when I don't have my laptop in front of me.
  • It can be rather clicky to drill down into data.
  • Really, really struggle with the tile based ribbons introduced in Microsoft Dynamics CRM 2013!
Yes, but I don't use it