Microsoft Dynamics CRM Reviews

My main use cases include case management and tracking customers.

We integrate CRM into our daily sales processes. 

Sales processes are predefined. The choice of CRM depends on how flexible you can make workflows. That's why Salesforce is popular.

It streamlines customer service and support tasks. A complex challenge was with a large customer who had diverse systems in 17 countries with different local regulations. 

This product helped accommodate some of those requirements. We still needed an intermediate system for reporting in two countries, but it tackled 19% of the initial complexity.

The ease of learning and using the interface is important. Moreover, the customization capabilities are good. I haven't had any issues with customization for any customers I've worked with on this product.

The UI is very intuitive. So, ease of use is definitely important. 

A built-in automation engine to automate parts of workflows would be beneficial. 

That's the feature I'd be most happy to see expanded. It's currently tagged as simple automation, but I'd love some predictive capability. 

For example, if a business process has a certain timeframe due to the way it's worked out, the system should have predictive capabilities. It should be able to tell me that this process can be re-engineered to reduce time or be automated. So, a little more than just vanilla automation is what I'd like to see.

That's the only thing I would want improved. It's currently basic and play-based. But if it had the capability of built-in predictive functionality, not as advanced as a separate product like Signavio, but at least something to give you the ability to tweak your processes at the right time, that would be really nice.

I have been in CRM for more than ten years. 

Stability isn't a product question. Stability depends on the interfaces it connects to, like ERP, MES, or reporting systems. 

A complex business process with a complex data structure going through multiple applications can make even SQL HANA unstable. 

So, stability is a characteristic of the entire system, not just the product.

It is scalable without any problems.

My largest customer had sales teams in 17 countries, with approximately 30 to 52 users.

There have been times when we need to reach out to Microsoft. It's not a completely out-of-the-box solution. The support is brilliant, I wouldn't have anything negative to say. 

All OEMs are pretty helpful. But for a brand new bug, it goes into the bug bounty and takes time, which is true for all OEMs.

The complexity of the initial setup depends on the process you design. Because it is not a function of the product, it is a function of the process we design. 

A complex process can be difficult to use even with a simple product, and vice versa. So, it depends on the customer's specific process.

For the deployment process, first, we check the customer's existing processes. We see if there's room for improvement or any missing processes. Then we design the process and define the data. After this we start the implementation process. 

Typically, CRM needs to talk to not just ERP but also Dynamics. The data flow between these three systems needs to be harmonized, so maybe middleware is needed. This design phase takes about two months, longer for complex cases. Then, you get into deployment.

Some prefer SaaS, and some, especially in Europe, prefer on-premises. It's not about not being open to SaaS, but about compliance and keeping data within certain geographies. 

For example, German organizations want data to stay within Germany. They can either use a cloud provider that guarantees data stays in Germany, use their local telecom cloud, or go on-premises. 

But options like Google cloud are limited, lacking features like email and jobs. So, for a customer in Germany, on-premises might be the solution. But for others, it depends on how they value data governance.

As long as there is clarity on the value proposition, the features, the problem it solves, and the license fee (along with consulting fees), the cost shouldn't be the main concern. This isn't like individual purchases like Office 365.

There's an enterprise architect and sales team who handle the cost and customer-facing licensing changes. However, we've done bulk licensing (location-based) and yearly licenses in the past.

I would definitely recommend it.

Overall, I would rate the solution a seven out of ten. The rating is a measure of the whole ecosystem, including processes, interfaces, and everything. No product in Landmark is a seven or eight. 

Even the most complex ERP looks like a ten during the initial decision, but by the time it's implemented, all systems come down to seven or eight, which is very good for the industry.

We use the solution for sales productivity and marketing.

The solution is easy to use and stable. It offers a 360-degree view of your customers. It allows you to track interactions, giving you full visibility into customer habits and behavior

Microsoft Dynamics CRM needs to improve its integrations. 

The tool is stable. 

I rate Microsoft Dynamics CRM's scalability a ten out of ten. My company has 100 users. 

I haven't contacted the solution's support yet. 

Microsoft Dynamics CRM's deployment is easy. 

The solution is not expensive. 

I rate Microsoft Dynamics CRM a nine out of ten. It is integrated with Microsoft tools like Word, Excel, and PowerPoint, and the AI feature also improves productivity. 

The solution can be deployed on a public cloud or private cloud. The price of our private cloud is expensive. The data is residing within the geographic boundaries of the country so we proceeded with the public cloud.

We offer three applications to our customers for loan requests and trading account openings. To begin the process, customers must register through our mobile application on iOS or Android, which utilizes APIs to capture and transmit their information to Microsoft Dynamics. This asynchronous system involves a pull-and-push mechanism that allows us to receive and reflect upon the data provided. Our Microsoft Dynamics CRM platform is also closely connected with our contact center dialers, which we utilize for both inbound and outbound calls. When a customer contacts us, their information appears on our screen thanks to CRM APIs that identify the mobile number and other details. Our CRM serves three primary purposes, including the aforementioned use cases, as well as MIS reporting for management.

Compared to other partners, the most valuable aspect of Microsoft Dynamics CRM is its intuitive APIs, which are customizable and allow for the addition of multiple parameters and attributes. This feature enhances the purpose call in our services. Additionally, the learning curve for contact center agents using Microsoft Dynamics CRM is shorter than with other solution providers. Finally, the commercial aspects of Microsoft Dynamics CRM are superior to those of other solution providers.

Microsoft Dynamics CRM could improve by making the ports and dashboards more intuitive using Microsoft Azure analytical features. Compared to Salesforce and other partners, the dashboards in Microsoft Dynamics CRM are less intuitive.

Additionally, there should be smooth integration between this application and ERP systems, such as Oracle or SAP. Currently, our finance team invests a lot of time in transferring revenue and expense data from the desktop application to ERP. It would be beneficial if there were APIs available that could simplify their work and improve their efficiency.

I have been using Microsoft Dynamics CRM for approximately one year.

The most advantageous aspect of Microsoft Dynamics CRM is its periodic updates. Every quarter, Microsoft releases upgrades that address bugs and vulnerabilities. As a company governed by the Reserve Bank of India and SAP security regulations for our stock operations, we conduct periodic reviews of our applications, including Microsoft Dynamics CRM. Whenever we submit an audit report and identify bugs, we reach out to the Microsoft team for assistance. They assure us that the issues will be fixed in the next quarterly release. As a result, we have not experienced any outstanding bugs that have not been recorded or addressed.

We have more than 500 customer support agents, engineers, developers, and end-users using the solution.

Microsoft Dynamics CRM offers scalability with advanced notice of seven days. Scaling up is possible at any time, but reducing licenses may be difficult because Microsoft is cautious about passing on commercial benefits to customers. However, the option to scale up remains available as per the requirements of the situation.

Post-sales customer support services need improvement. When we log a ticket with Microsoft, they assign an engineer based on availability, who could be located in any geographic location. I suggest that if a customer raises a ticket in India, they should be assigned an Indian engineer for better collaboration.

During our recent migration of Microsoft Dynamics CRM from one domain to another, we onboarded several SAP partners to assist with the process. However, the support we received was completely fractured and required a significant amount of hours to resolve. This highlighted a need for improvement, such as implementing a CSM model. The CSM would be a shared resource for customers, focusing on coordinating with all partners to ensure a seamless experience.

I rate the support of Microsoft Dynamics CRM a six out of ten.

Neutral

I have used Salesforce. We switched to Microsoft Dynamics CRM as a completely commercial-driven call. Our total cost of ownership on Salesforce was atrociously high, and our complete focus is on cost optimization.

Enabling sales-based applications is a moderate task, as it requires some level of subject matter expertise. While most applications now offer on-the-fly plug-and-play configurations, it is not necessarily an easy task for those without a background in the field. However, it does not require extensive engineering knowledge.

The kind of value that Microsoft Dynamics CRM brings in terms of return on investment, is justifying our total cost of ownership for the solution.

Microsoft often encourages customers to commit to multi-year enterprise-level agreements, such as three or five-year deals with a minimum commitment of, for example, $200,000 dollars. However, in order to acquire more customers, I believe Microsoft should offer this same rate for one-year commitments for customers who want to experience it.

For first-timers, it may be advisable to consider using a smaller or Tier 2 CRM application rather than opting for Tier 1 options, such as Salesforce or Microsoft Dynamics CRM. This is because the cost of Tier 1 applications may exceed revenue and expenses for first-time users. However, if revenue increases gradually, it may be worth considering a shift to Microsoft Dynamics CRM. I discourage the use of Microsoft Dynamics CRM for small operations with only 20-30 audit agents.

Apart from the need for improvement in APIs for ERP integration and MIS reporting, we find the other features of Microsoft Dynamics CRM to be seamless. We have been using this application for almost a year and are satisfied with its performance. We look forward to continuing to use it in the future.

I rate Microsoft Dynamics CRM a seven out of ten.

We use Microsoft Dynamics CRM to control sales advancements in our company.

The most valuable features of Microsoft Dynamics CRM are all the filters and possible reports. Microsoft Dynamics CRM provides better knowledge, better control, and better reports. The solution improves your internal analysis and tells where and when you have to improve your strengths in your team or sales effort. It also informs you which business units need more attention and which ones are good.

The solution should improve the user experience in the process of creating and activating offers. Sometimes, the process is a little bit slow because it has too many details. It also depends on how the software is built for each company because each company has its own process.

I have been using Microsoft Dynamics CRM for one year.

I rate Microsoft Dynamics CRM ten out of ten for stability.

I rate the solution ten out of ten for scalability.

The solution's installation is not difficult, but it's quite a process to learn and set up. Since you have to adapt to your company and user experience, it's quite a long process to learn it and do it perfectly.

On a scale from one to ten, where one is difficult and ten is easy, I rate the solution's initial setup a five out of ten.

The solution's deployment takes two days if you are fully working on it.

Microsoft Dynamics CRM is used to integrate emails. Suppose you receive an email from a client, and you are sending an offer. You can see in each offer the last emails that have been in contact with each of your clients. This is really good for making an easier approach for each client and not losing track of everything.

Since the solution is Microsoft software, it is capable of integrating documents, which is really good. The solution not only uploads documents as PDFs but creates Word or Excel, which is really good for keeping track of everything simultaneously.

Microsoft Dynamics CRM supports remote work perfectly because I'm working with the eBridge mode. I work from the office and also from home, and the solution works the same.

I would recommend Microsoft Dynamics CRM to other users. It's a good solution to keep track of everything, improve your sales approach or sales efforts, keep it all in one place, and not lose track. It's a better way to control and keep the responsibility for each salesperson or the directors. It's a great solution to improve your business vision and achieve your objectives.

Overall, I rate Microsoft Dynamics CRM an eight out of ten.

We use our company to store customer information and track customer engagement.

The most valuable feature of Microsoft Dynamics CRM has to be its interface. The product helps with the step-by-step process of engaging clients and moving them from opportunities to paying clients. The product also makes it possible for us to classify and practicalize our target market allowing us to ultimately be able to focus on those customers who show interest in a product or service.

All CRM solutions have room for improvement. So far for me, I haven't seen any need for improvement in Microsoft Dynamics CRM yet.

If I am correct, the tool makes it possible for its user to have the profile of customers, along with their pictures, which is good. It lacks to provide a more detailed profile of the customer, which would have been better and more useful. Though the product provides phone numbers and email addresses, I feel that in some cases, it would have been better if the business addresses were provided as well.

I have been using Microsoft Dynamics CRM for a year as a customer.

Microsoft Dynamics CRM is a stable product.

Microsoft Dynamics CRM is very scalable.

I don't know if Microsoft Dynamics CRM can expand to 500, and I don't know if it can still perform at a distinct level. So far, the scalability has been good, considering our business. We have no issues so far.

There are over 50 users using this solution in my company.

Microsoft is a popular product in our region. We wanted a popular brand to work with so that we had something we could easily trust rather than trusting other unknown or new software. Basically, because of the brand name and since Microsoft came to Nigeria, and all the more adding to the aforementioned details was its popularity in our region which made us choose it.

We have to face lots of issues with card payments because of the restrictions in our region. Apart from that, there aren't any formal restrictions or any difficulties in setting up the product. The solution's setup phase is a seamless process, especially once you get it on board.

The solution is deployed on Azure in our organization.

Microsoft Dynamics CRM has a user-friendly platform.

My first piece of advice to those planning to use it would be that you are working with a known brand and popular brand that has stood the test of time. The moment you sign up and adopt Microsoft Dynamics or Microsoft CRM, you are well assured of reliable support from wherever you are. They are just an email away. I believe since I've registered before, I know that I haven't stopped providing a support structure that will be present and available to reach out to you at any moment, given the severity of the situation. Once you have the software, it will give you peace of mind. I have been doing a lot of research looking at Gartner Quadrant, but I haven't studied the different software solutions. I found out that Microsoft is the leader in one of the quadrants mentioned in the Gartner Quadrant. It is an opportunity to put your business or your organization, or whatever you want to use it for, on the world map using a worldwide trusted software.

The reason is that I believe that there is still room for improvement because of its activities in the industry. It has to stand the test of time because of its brand name, popularity, and the reviews I have read over time. I believe that a rating of seven is good standing for now.

I rate Microsoft Dynamics CRM a seven out of ten.

We primarily use the solution as a CRM for a call center.

While we already had a workflow, we already had so many tools and needed a better system, so we began to use Dynamics.

When you have a vanilla, straightforward version, it is easy to use.

Since it is Microsoft it runs the same interfaces as, for example, Office, Sharepoint, et cetera. The UI is standard which makes it easier to use, rather than introducing something with a completely different look and feel, like SAP.

A straightforward setup is pretty simple. 

Technical support is good.

The pricing is reasonable.

We had to do some customizations on top and it got a bit cumbersome. Since there are so many ways to customize it, it can get pretty complex. If you do programming on top that doesn't fit right things can get lost pretty easily.

We're using an older version. I'm not sure which features may be missing in general.

While the reporting wasn't great, it is my understanding that they have since improved on that. 

It doesn't scale so well.

We've used the solution for almost six years. I've used it for a while now. 

The stability is okay yet not exceptional. I'd rate the reliability six out of ten.

We are currently working on moving to another platform and therefore aren't dealing with scaling anymore. However, it wasn't ideal to begin with.

We have been happy overall with technical support. They are helpful and responsive.

Positive

While setting up the solution isn't a problem, once you start customizing the solution you may run into issues. It can get really complex. 

We did not witness any return on investment. The issue we have with how the payment is set up is the license was for on-site deployment. 

The pricing is excellent. I would rate it nine out of ten.

We used version 2013, on-premise.

I'm not sure if Microsoft even sells this on-premises product anymore. They want to do everything on the cloud. 

If you're rolling this out for a small to medium operation, and your people are familiarized with Office and SharePoint, as most users are, it's a great option since you won't have to invest too much time to get everyone up to speed. However, for anything larger than that, a company should probably look elsewhere.

I'd rate the solution eight out of ten. 

I'm primarily using the solution as a CRM. 

The solution works well with Azure, and we also have Sharepoint. It integrates well with other Microsoft products. We enjoy the interconnectivity on offer. We like that it's just one environment.

The product is stable. 

It can scale well.

Microsoft partners can use the solution for free.

There are a lot of modules, and therefore, there is a lot of configurability and customization.

Out of the box, the solution doesn't really have a desirable user experience. We have to set it up and customize it to meet our needs. We'd like to have a better user experience. Sometimes it looks too technical for some users. We'd like the solution to be simpler to use and less technical. 

I'd love to see some more reporting. We'd like more reporting and easier configuring reports. We'd like some more analysis that could act as a prediction engine. That would help a sales organization. We'd like to be able to compare and project year on year, month on month, et cetera.

The initial setup can be a bit complex. 

I've been using the solution for close to five or six years. 

The stability is fine. There are no bugs or glitches. It has been stable most of the time. I'd rate it eight out of ten. 

The solution can scale. I'd rate scalability at seven or eight out of ten. We have 35 people using the solution. 

I haven't had any technical support contact. However, my team may have. 

I'm also familiar with Zoho, which has a nicer user experience. 

Since we are a Microsoft gold partner, we do get the Microsoft solution for free. 

The initial setup is a bit complex. We require IT assistance to handle that. The onboarding is not easy either. 

In terms of customizing the solution, we hired a company that handled that aspect.

All CRM solutions are around the same price; however, as partners, we get to use the product for free. 

We're a Microsoft gold partner. As a partner, we can access Microsoft products, including this solution. 

I'd recommend Zoho over Microsoft as it is technically easier to use. However, Microsoft if good.

It has a lot of modules and is configurable. It's just a bit more technical. When there is too much functionality, sometimes people don't know what to do with the product. 

I'd rate the solution seven out of ten. 

Microsoft Dynamics CRM has the same features as Salesforce CRM, but what I like about the solution is that it's customizable. It's also one of the top-rated CRMs in the market.

I also like that the coverage system of Microsoft Dynamics CRM is very, very broad, which means you can do a lot with it versus what you can do with Salesforce CRM.

The main issue with Microsoft Dynamics CRM is that its GUI isn't very attractive. 

Overall, the solution has the same functionalities as other CRMs such as Salesforce, but Salesforce is much simpler to use. Microsoft Dynamics CRM is complicated to use, and this is another area for improvement.

It was also more difficult to set up the solution, so its setup could still be improved.

What I'd like to see in the next version of Microsoft Dynamics CRM is a cleaner user interface because currently, it looks messy to me. Salesforce CRM has a better, more simplified user interface that makes it easier for you to get what you need, while in Microsoft Dynamics CRM, you have to put in a lot of effort to get things done.

I've been using Microsoft Dynamics CRM for over three years.

Microsoft Dynamics CRM is a very stable solution.

Microsoft Dynamics CRM is a scalable solution, and I wouldn't be using it if it wasn't scalable or stable.

We've contacted the technical support team of Microsoft Dynamics CRM, and they've provided us with good service.

My organization used custom-made software previously, but because the software had a lot of issues, the team decided to switch to Microsoft Dynamics CRM.

The initial setup for Microsoft Dynamics CRM wasn't that easy. I found it easier to set up Salesforce CRM.

As for how long it took to deploy Microsoft Dynamics CRM, that depends on project complexity and how much your budget is, but it could be a minimum of three months. In some projects, the deployment of the solution could even take one year.

I don't have details about the licensing cost of Microsoft Dynamics CRM because it's the procurement team that's in charge of it.

I've used Salesforce CRM. Both Salesforce CRM and Microsoft Dynamics CRM are top-rated, so all features you need are available in both solutions, so I'm not concerned much about features. It's usability that's more important to me, and I found Salesforce CRM to have a simpler user interface that I like.

I've hardly used Salesforce CRM. It's Microsoft Dynamics CRM I've been using the most.

My organization has one hundred users of Microsoft Dynamics CRM. There's a plan to increase its usage as well.

There's a dedicated team that's in charge of managing the Microsoft Dynamics CRM environment.

I would recommend the solution to others who want to start using it. I always recommend Microsoft Dynamics CRM to others, even to people considering Oracle CRM, but it would still depend on your environment and what the customer needs. I recommend solutions to others based on the requirements.

I would rate Microsoft Dynamics CRM six out of ten.