Microsoft Dynamics CRM vs Service Creatio comparison

Microsoft and Creatio are both solutions in the CRM Customer Engagement Centers category. Microsoft is ranked #1 with an average rating of 8.3, while Creatio is ranked #9 with an average rating of 9.0. Microsoft holds a 14.1% mindshare in CCEC, compared to Creatio’s 2.9% mindshare. Additionally, 93% of Microsoft users are willing to recommend the solution, compared to 100% of Creatio users who would recommend it.

Microsoft Dynamics CRM

Read 79 Microsoft Dynamics CRM reviews

6,034 Views
845 Comparison Views

93% willing to recommend

Service Creatio

Read 3 Service Creatio reviews

602 Views
175 Comparison Views

100% willing to recommend

Microsoft Dynamics CRM

Service Creatio

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Executive SummaryUpdated on Jun 29, 2025

Microsoft Dynamics CRM and Service Creatio compete in the customer relationship management sector. Microsoft Dynamics CRM has a competitive edge with its integration capabilities, whereas Service Creatio is superior in customization features and automation, making it more appealing for businesses desiring tailored solutions.

Features: Microsoft Dynamics CRM offers seamless integration with Microsoft Office, LinkedIn Sales Navigator, and other Microsoft products, which is beneficial for businesses requiring comprehensive business analytics. Service Creatio provides extensive automation tools, adaptable workflows, and agile customization, which are appealing for businesses needing flexible solutions.

Ease of Deployment and Customer Service: Microsoft Dynamics CRM provides flexible deployment with options for cloud and on-premises, supported by a wide range of consulting services. On the other hand, Service Creatio is primarily cloud-based, facilitating rapid implementation with streamlined customer support, which benefits organizations looking for efficient setup.

Pricing and ROI: Microsoft Dynamics CRM usually involves a higher initial setup cost due to its broad capabilities and flexible deployment options, but offers substantial ROI for enterprises. Service Creatio, often competitively priced, presents quicker ROI due to lower initial costs and swift deployment, appealing to businesses with limited budgets seeking quick returns.

To learn more, read our detailed Microsoft Dynamics CRM vs. Service Creatio Report (Updated: December 2025).

Buyer's Guide

Microsoft Dynamics CRM vs. Service Creatio

December 2025

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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

Microsoft Dynamics CRM

Ranking in CRM Customer Engagement Centers

1st

Average Rating

7.8

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

CRM (2nd), Local Government CRM (1st), Marketing Management (2nd), Sales Force Automation (2nd)

Service Creatio

Ranking in CRM Customer Engagement Centers

9th

Average Rating

9.0

Reviews Sentiment

7.6

Number of Reviews

Ranking in other categories

Customer Experience Management (11th)

Mindshare comparison

As of January 2026, in the CRM Customer Engagement Centers category, the mindshare of Microsoft Dynamics CRM is 14.1%, down from 25.8% compared to the previous year. The mindshare of Service Creatio is 2.9%, up from 1.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM Customer Engagement Centers Market Share Distribution
Product	Market Share (%)
Microsoft Dynamics CRM	14.1%
Service Creatio	2.9%
Other	83.0%

CRM Customer Engagement Centers

Featured Reviews

NavinJacob

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.

Read full review

Julio Falcon

IT-Director (CTO) at No Code Services

Customization and process automation enhance support operations, but interface consistency could improve

At this time, there is not specifically something to improve regarding Service Creatio, but a couple of years ago, Creatio started developing a new version called Freedom UI with new interfaces. The new interfaces are amazing, but we still have some features in Classic UI that we cannot use in Freedom UI. What we miss is having all features in Classic available in Freedom. Creatio works every three months to release new features, but they are taking too much time to make all those features available. We could use more time. There are a lot of business rules we can use in Classic UI, but we cannot use many of those business rules in the Freedom UI because of the different interfaces. We miss several kinds of business rules or conditions that we could use in the design of the application or interfaces to the customer. For instance, I had a feature to introduce a formula graphically, but I can only use very basic formulas in the latest release. In Classic UI, we have powerful formulas, but in Freedom UI, I am limited to direct files from the current screen. The only thing I miss is having all the features from Classic UI available in Freedom UI. For instance, managing duplicated records is a feature that we can easily use in Classic UI, but in Freedom UI I cannot merge contacts to resolve duplicates, which is not available yet.

Read full review

Quotes from Members

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

Pros

"The solution's return on investment is worth it."

"For me, the most helpful functionalities in Microsoft Dynamics CRM are customer engagement, contact management, opportunity management, and order management. The service management features, including ticket management and handling complaints from the call center, are also very useful. One of the key benefits is the faster time to market, as it allows for quicker product delivery and better customer management. The tool also improves customer interaction through the service center, leading to better adherence to KPIs."

"The most valuable features of Microsoft Dynamics CRM are all the filters and possible reports."

"The most valuable features are the integration capabilities with other third-party software. It has an easy user interface and in terms of security, it has permission-based access for different users."

"The deployment of Microsoft Dynamics CRM is easy because it's a software as a service, which eliminates the need to deploy anything in our data center."

"I like that Microsoft Dynamics CRM works, and it's been okay. I like that it is a stable solution. My main reason for using it is that it is stable and meets our requirements from a functionality point of view."

"Integration with other Microsoft tools is a good feature of Microsoft Dynamics CRM."

"Microsoft Dynamics CRM is a stable solution."

More Microsoft Dynamics CRM pros

"You can draw a video map or draw on a piece of paper and put it in creation using the designer tool."

"Service Creatio is a great tool in process automation."

"Our customers have seen value and efficiency using this solution."

Cons

"There are more people using Salesforce. Therefore, there are more partners, and applications for it, and is easier to use."

"Microsoft Dynamics CRM can improve by having integration with Slack. Additionally, the solution is incomplete, and we must use other solutions to fulfill our needs."

"The UI and GUI could be improved."

"The overall price of Microsoft Dynamics CRM could improve."

"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."

"We would like to see the tech support for this product improved, at present we are frequently waiting for a couple of days before we receive any response."

"Many customers feel the overheads of cost and ROI are not present, prompting them to consider migrating out of Microsoft Dynamics CRM or minimizing their footprint to manage costs effectively, especially in sectors such as banking and airline."

"Microsoft Dynamics CRM is operational enough, in terms of frequency, but an area for improvement would be its dashboard. Currently, it's widget-like, so hopefully, it could be improved, particularly to allow you to create a custom dashboard using a query. A custom dashboard would make the solution better and is an additional feature I'd like to see in the next release of Microsoft Dynamics CRM because right now, it only has a default dashboard, but maybe my account has limited access, so I can only see the default version of the dashboard."

More Microsoft Dynamics CRM cons

"The return material authorization should utilize no-code or low-code."

"The customer self-portal is not good. Service Creatio has a special capability for external customers and users to access the web portal, but we had to use third-party solutions developed by us."

"Despite me telling them that Service Creatio has many certifications to protect data, they chose on-premise, which has created issues, as they must be responsible for updates, upgrades, and new releases."

Pricing and Cost Advice

"We have a three-year ELA with all our Microsoft solutions and often we had to do a true-up which was approximately $1,000,000. Additionally, we pay approximately $2,500 a month for support."

"The solution is open source and is free. However, it does require a Dynamics 365 subscription."

"Dynamics CRM's pricing is fair."

"The cost could be cheaper. I would rate them 3 out of 5."

"For the price of Microsoft Dynamics CRM, you receive a lot of comprehensive functionality. Additionally, it integrates very well. We pay approximately $100 a month to use the solution and we do not have any additional costs."

"Microsoft Dynamics CRM's price is too high."

"Microsoft Dynamics CRM is an expensive solution."

"I'm not aware of any licensing costs for Microsoft Dynamics CRM."

More Microsoft Dynamics CRM pricing and cost advice

Information not available

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Top Industries

By visitors reading reviews

Financial Services Firm

10%

Computer Software Company

Manufacturing Company

Government

No data available

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	41
Midsize Enterprise	22
Large Enterprise	19

No data available

Questions from the Community

What do you like most about Microsoft Dynamics CRM?

The most valuable features of Microsoft Dynamics CRM are all the filters and possible reports.

See all answers

What needs improvement with Microsoft Dynamics CRM?

See all answers

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...

See all answers

What do you like most about Service Creatio?

You can draw a video map or draw on a piece of paper and put it in creation using the designer tool.

See all answers

What needs improvement with Service Creatio?

See all answers

What advice do you have for others considering Service Creatio?

My advice for those looking to use Service Creatio is to have a clear understanding of what they need to solve with the tool. Many companies lack professionals who understand the requirements to im...

See all answers

Comparisons

SAP CRM vs Microsoft Dynamics CRM

Compared 19% of the time

ServiceNow vs Microsoft Dynamics CRM

Compared 13% of the time

Salesforce Sales Cloud vs Microsoft Dynamics CRM

Compared 8% of the time

Salesforce Service Cloud vs Microsoft Dynamics CRM

Compared 7% of the time

Siebel CRM vs Microsoft Dynamics CRM

Compared 4% of the time

More Microsoft Dynamics CRM Competitors

Salesforce Sales Cloud vs Service Creatio

Compared 32% of the time

Zendesk vs Service Creatio

Compared 24% of the time

IFS Cloud Platform vs Service Creatio

Compared 16% of the time

Freshdesk vs Service Creatio

Compared 14% of the time

More Service Creatio Competitors

Product Reports

Buyer's Guide

Microsoft Dynamics CRM

January 2026

Download Microsoft Dynamics CRM product report

Buyer's Guide

CRM Customer Engagement Centers

January 2026

Download Service Creatio product report

Also Known As

Dynamics CRM, MS Dynamics CRM

bpm’online customer service, bpm’online service enterprise

Overview

Microsoft Dynamics CRM is a comprehensive customer relationship management solution that helps businesses streamline their sales, marketing, and customer service processes. With its user-friendly interface and powerful features, it enables organizations to effectively manage their customer interactions and drive business growth.

One of the key features of Microsoft Dynamics CRM is its sales automation capabilities. It allows sales teams to track leads, manage opportunities, and close deals more efficiently. The solution provides a centralized platform for managing customer information, enabling sales representatives to access real-time data and make informed decisions. It also offers tools for forecasting, pipeline management, and sales analytics, helping businesses optimize their sales processes and drive revenue growth.

In addition to sales automation, Microsoft Dynamics CRM offers robust marketing automation features. It enables marketers to create and execute targeted marketing campaigns, track campaign performance, and generate actionable insights. The solution provides tools for lead management, email marketing, social media integration, and customer segmentation, allowing businesses to engage with their customers effectively and drive marketing ROI.

Furthermore, Microsoft Dynamics CRM helps organizations deliver exceptional customer service. It provides a unified view of customer interactions, enabling customer service representatives to deliver personalized and timely support. The solution offers case management, a knowledge base, and self-service portal capabilities, empowering customers to find answers to their queries and resolve issues on their own. It also provides tools for service analytics and reporting, helping businesses identify areas for improvement and enhance customer satisfaction.

Microsoft

Intelligent service management platform to accelerate service delivery and customer delight

Service Creatio offers out-of-the-box processes based on industry best practices for medium and large organizations. Manage customer requests and automate service operations by following pre-defined processes for customer care excellence. Creatio recognized in Gartner 2016 Magic Quadrant for the CRM Customer Engagement Center, as well listed in Five Categories of The Gartner CRM Vendor Guide 2016 (SFA, Partner Relationship Management, Inside Sales and Customer Service Software).

Creatio

Sample Customers

Metro Bank, Nissan, Pandora, Delta, Haynes International, City of London, Trek and many more market leaders.

Health e(fx), People 2.0, Citilink, Dealer eProcess (DEP)

Buyer's Guide

Microsoft Dynamics CRM vs. Service Creatio

December 2025

Free Report: Microsoft Dynamics CRM vs. Service Creatio

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