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Accela vs Microsoft Dynamics CRM comparison

 

Comparison Buyer's Guide

Executive Summary

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Categories and Ranking

Accela
Ranking in Local Government CRM
7th
Average Rating
7.0
Number of Reviews
2
Ranking in other categories
No ranking in other categories
Microsoft Dynamics CRM
Ranking in Local Government CRM
1st
Average Rating
7.8
Reviews Sentiment
6.8
Number of Reviews
79
Ranking in other categories
CRM Customer Engagement Centers (1st), CRM (2nd), Marketing Management (2nd), Sales Force Automation (2nd)
 

Mindshare comparison

As of January 2026, in the Local Government CRM category, the mindshare of Accela is 2.4%, up from 2.0% compared to the previous year. The mindshare of Microsoft Dynamics CRM is 25.7%, down from 34.4% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Local Government CRM Market Share Distribution
ProductMarket Share (%)
Microsoft Dynamics CRM25.7%
Accela2.4%
Other71.9%
Local Government CRM
 

Featured Reviews

Sajjad Hussain - PeerSpot reviewer
Full Stack Developer - TAMM OS/ Accela at Department of Health Abu Dhabi
A superb platform for low-code development, but needs to improve its pricing and support
It was a customized solution like a VPN. We used some open-source tools and some paid tools. But we mostly had custom-developed tools. As for why we switched from Accela, this is a very important question because that was a legacy system, and it was running for 11 years. Of course, we reached a point where we wanted to scale our applications, and we had a legacy system that could not support scaling and required more time to implement any applications. That was one of the reasons we chose a low-code platform. We evaluated multiple solutions in the market. As part of the bidding, Accela was the lowest with more features.
NavinJacob - PeerSpot reviewer
Chief Digital Officer at Cipher7
Has enabled seamless integration across platforms while supporting advanced analytics for customer insights
Microsoft Dynamics CRM doesn't provide solutions that allow you to transform easily if you have a heterogeneous mix of technologies or if your contact center is on analog and you try to digitize it. A lot of custom work is needed if you have to integrate heterogeneous technologies with the Microsoft suite, but if you are using the Microsoft suite, then it's quite seamless. Microsoft Dynamics CRM should add commercial models that allow smaller companies to use it because it can get pretty expensive. Better commercial options for smaller implementations may be helpful. There should be commercial options for smaller companies, as the overheads and costs of Dynamics can be quite high.

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"We can develop features in very little time."
"The Accela's most valuable features are visual inspection and workflow."
"Microsoft Dynamics CRM brings the most value in terms of its ease of implementation."
"Technical support is completely good."
"Integration is the best feature of Microsoft Dynamics CRM. It integrates quickly across multiple apps and has a lot of APIs available that you can link to. It's very customizable, so we're able to tailor it to a client's needs."
"We are able to effectively follow up on requests, ensuring all customer issues are resolved in a timely manner. This solution provides a platform where there is visibility of all customer interactions, with efficient follow-up."
"The most valuable feature of Microsoft Dynamics CRM is the flexibility with Microsoft Office 365."
"The initial setup is pretty straightforward."
"The most valuable feature of Microsoft Dynamics CRM is that it is a low-code platform and we can perform business process management."
"The integration of all data within Microsoft Dynamics CRM, including customer and lead management, is very beneficial."
 

Cons

"I would like to see integration with analytics and the Power BI dashboard."
"The tool's performance becomes slow with usage. Its deployment is also complicated."
"Dynamics could perform a little better, and it would be nice to save the filters I use frequently, so I don't need to do the same thing every day."
"Microsoft Dynamics could have better note-taking capabilities. It should have more preset options where you enter notes by clicking a box instead of writing them out."
"It would be better if it were more secure."
"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."
"From my experience, the solution's tech support could improve with a quicker response time."
"The approvals component of Dynamics is complex. It isn't very easy to generate approvals between different departments."
"The integration capability with other systems could be improved, particularly the Lead Generation system."
"One area for improvement in Microsoft Dynamics CRM is its end user feedback. It's still not that great compared to Salesforce. They also need to improve on the look and feel of the solution, because those are still slightly better on Salesforce."
 

Pricing and Cost Advice

"When we chose Accela, it was affordable. But with new solutions in the market, we can see cheaper ones with the same features."
"The solution is expensive."
"There is a license required to use Microsoft Dynamics CRM."
"On a scale from one to ten with one being expensive and ten being of great value, I would rate Microsoft Dynamics CRM at six on pricing."
"The price of the solution is good but could be cheaper."
"It is a very comprehensive package. We get everything from Access to D 365. We get Microsoft's suite of tools. I'm not too sure about the pricing, but I can't imagine it being cheap."
"The cost depends on a number of factors, so whoever is implementing it will need to take that into consideration before it is done."
"I give the price of the solution an eight out of ten."
"The customers that have Microsoft Office 365, the license price is competitive. It is competitive because the next solution above it is Salesforce, which is licensed quite high. The price annually was approximately $55 per user but we did a combination of users with some of them having the higher range of approximately $85."
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Top Industries

By visitors reading reviews
Government
35%
Pharma/Biotech Company
11%
Manufacturing Company
9%
University
8%
Financial Services Firm
10%
Computer Software Company
9%
Manufacturing Company
9%
Government
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
By reviewers
Company SizeCount
Small Business41
Midsize Enterprise22
Large Enterprise19
 

Questions from the Community

Ask a question
Earn 20 points
What do you like most about Microsoft Dynamics CRM?
The most valuable features of Microsoft Dynamics CRM are all the filters and possible reports.
What needs improvement with Microsoft Dynamics CRM?
Microsoft Dynamics CRM doesn't provide solutions that allow you to transform easily if you have a heterogeneous mix of technologies or if your contact center is on analog and you try to digitize it...
What is your primary use case for Microsoft Dynamics CRM?
I have been working with Microsoft Dynamics CRM for five or six years for various customers. I work with CRM and some amount of Microsoft communication server to integrate it. I focus on the area o...
 

Also Known As

No data available
Dynamics CRM, MS Dynamics CRM
 

Overview

 

Sample Customers

Accela is used by over 1,000 government agencies in the United States and Canada. Some of its customers include the City of Los Angeles, the State of California, and the City of Toronto.
Metro Bank, Nissan, Pandora, Delta, Haynes International, City of London, Trek and many more market leaders.
Find out what your peers are saying about Accela vs. Microsoft Dynamics CRM and other solutions. Updated: December 2025.
881,082 professionals have used our research since 2012.