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Dynamics CRM 2016 - Game Changing
June 26, 2017

Dynamics CRM 2016 - Game Changing

Rich Mephan | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Software Version

On-Premise

Overall Satisfaction with Microsoft Dynamics CRM

We use Microsoft Dynamics CRM across our entire organisation, from using it to log and manage support cases, time recording for staff and monthly billing, tracking implementation projects, and sales and marketing. It underpins our entire business. The flexible CRM gives us allows us to implement rapid process change should the need arise.
  • The ability to customize CRM out of the box without the need for a developer is its biggest strength.
  • Powerful and flexible workflow engine.
  • Simple and easy to understand security model.
  • The Workflow designer has not been updated in 10+ years.
  • Business process flows still need some enhancements adding to them to allow for extremely complex processes.
  • Dialogs should either be removed or enhanced (Mandatory fields etc).
  • Implementation of a custom built time recording system used for monthly billing means that we can complete our monthly billing run in a few hours rather than days now.
  • The new SLA management features means we have no excuses for missing customer SLAs now.
Have only seen some small snippets of Sugar CRM - the decision to implement Dynamics CRM was already in place before I joined our current company.
It works really well as a support desk system especially with the new SLA management. The new CRM WebAPI is great for doing custom development. The new mobile application is also very useful but could be more customizable. Currently, the mobile application is too locked down for my liking.

Microsoft Dynamics 365 Feature Ratings

7.1
Customer data management / contact management
9
Workflow management
8
Territory management
6
Opportunity management
8
Integration with email client (e.g., Outlook or Gmail)
2
Contract management
5
Quote & order management
8
Interaction tracking
10
Channel / partner relationship management
8
9.0
Case management
9
Call center management
9
Help desk management
9
8.0
Lead management
8
Email marketing
8
7.7
Task management
8
Billing and invoicing management
8
Reporting
7
7.3
Forecasting
5
Pipeline visualization
8
Customizable reports
9
9.8
Custom fields
10
Custom objects
9
Scripting environment
10
API for custom integration
10
7.5
Role-based user permissions
10
Single sign-on capability
5
7.0
Social data
7
Social engagement
7
6.5
Marketing automation
8
Compensation management
5
7.0
Mobile access
7

Using Microsoft Dynamics CRM

Almost perfect - looking forward to seeing D365 in action in the coming months
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
  • Quick Create Forms are great - makes inputting data super quick
  • Ability to view related data on a form
  • Workflow and Dialog designer need updating - Slow and cumbersome at the minute
  • Customizing the ribbon/command bar
Yes - It works well for basic functionality, creating, updating and deleting records - the ability to customize it is too locked down at the minute though I am hopeful that will change in future releases. It's great that it uses the same forms in the mobile app as you use in IE.