Item: Microsoft Dynamics 365
Rating: 6
Author: Verified User

Use Cases and Deployment Scope

Microsoft Dynamics is used by our organization to track sales opportunities across the entire sales process. Management uses the software for pipeline review and forecasting and the sales force uses the system to enter and progress sales to completion. In addition we have integration with marketo marketing for automated communication to our prospective clients. It provides a single system for us to ensure there is not a duplication of efforts and allows for accountability with the sales team.

Pros and Cons

Integration with the rest of the Microsoft suite is very helpful. The ability to flag emails and attach them to a particular opportunity is great.
The progression of sales through the sales process is great. We are able to require certain pieces of information and the completion of specific sales tools in order for users to move opportunities through the pipeline.
Contact management is nice as well, it allows us to pull reports and generate invite lists for events, marketing campaigns, etc.

The system is so complex that it can be over burdening for end users if it is not set up in a simple way. There is so much functionality that you can easily go overboard.
It would be nice to have multiple "owners" or end users associated with a single record or sales opportunity. We have multiple sales members working on individual contracts and it would be nice to avoid duplication and allow for better sharing.
Reports are a little difficult to customize, more ability on this front would be highly beneficial.

Return on Investment

Huge upfront effort to replace our old CRM with this system. It will take many years to see a quality return, but it is very scaleable for organization that are in growth mode and looking to roll this out across multiple sales offices or territories.
Positive impact on total pipeline management for upper management
Negative impact on the end users who had to spend a great deal of time cleaning up the issues from implementation

Alternatives Considered

Its an upgrade from our homegrown system that we previously had in place.

Other Software Used

Microsoft Office 2016, ADP Workforce Now, Applied Epic

Likelihood to Recommend

This product is a good fit for those already using the Microsoft office suite and want to take advantage of the integration. It is not as end user friendly as some of the other CRMs I have tested and used in the past, but it does get the job done. As with all software, the implementation is key to avoid duplication and confusion at the launch, which was a big struggle for us.

Solid scaleable CRM

Software Version

Overall Satisfaction with Microsoft Dynamics CRM