Microsoft Dynamics CRM and ServiceNow Customer Service Management compete in the customer relationship management field. Based on user reviews, Microsoft Dynamics CRM has an edge in affordability and ease of use, while ServiceNow is preferred for managing complex workflows in larger enterprises.
Features: Microsoft Dynamics CRM is highly customizable, easy to implement, and cost-effective for businesses using Microsoft services. It offers excellent reporting and a robust dashboard. ServiceNow offers advanced integration capabilities, seamless workflow management, and supports a suite of customer service processes with minimal coding required.
Room for Improvement: Microsoft Dynamics CRM could improve its mobile interface, integration options, and user-friendliness. ServiceNow may benefit from enhanced customization capabilities and a more flexible pricing structure. Also, Microsoft often requires a systems integrator, while ServiceNow lacks native IVR solutions and could improve upgrade handling.
Ease of Deployment and Customer Service: Microsoft Dynamics CRM is mainly deployed on the public cloud but offers private and hybrid options. ServiceNow supports various deployment options but has less market penetration than Microsoft. Microsoft's customer service is supportive but sometimes lacks promptness, whereas ServiceNow is noted for effective support but could improve response times.
Pricing and ROI: Microsoft Dynamics CRM is more affordable with flexible license models, offering a notable ROI due to integration with Microsoft's ecosystem. ServiceNow's premium pricing suits larger enterprises, offering extensive functionality and worthwhile ROI through increased efficiency and positive business outcomes.
Without such tools, the business would be affected by five to ten percent in annual revenue.
I would rate customer support as ten out of ten.
While the support operates within their standard SLA, it can be difficult to speak directly with someone over the phone.
It is better because partners have a deep understanding of the code and configuration challenges.
The technical support is good, but there are very few people who understand the technicalities and background configurations.
Microsoft Dynamics CRM is highly scalable, rated at ten, even fifteen out of ten.
I would give it a ten out of ten for scalability.
If challenges are resolved efficiently with tools like ServiceNow Customer Service Management, it significantly impacts business operations.
The solution is scalable and offers high scalability as new features are added regularly.
Scalability can lead to performance issues.
I would rate it ten out of ten.
Overall, it is very stable aside from these issues.
ServiceNow Customer Service Management is highly stable, which is critical because it operates as a live system 24/7.
More use-case-oriented material should be provided to help users and implementers learn how to do more, faster.
Microsoft Dynamics CRM needs improvement in simplifying the setup and configuration process, which can be relatively complex when we want all features to work properly.
It is important to follow practical rules and best practices to avoid misconfigurations caused by different developers doing things their own way.
Managing this platform requires sophisticated handling.
Sometimes ServiceNow Customer Service Management lags, meaning the speed is low or there is a delay in operations.
The pricing of Microsoft Dynamics CRM can be complex due to Microsoft's complicated licensing model.
Microsoft Dynamics CRM costs about $110 to $115 per user per month, following a recent price increase.
ServiceNow Customer Service Management is expensive, with costs around half a million US dollars per year.
The pricing is around a seven, making it rather expensive.
ServiceNow Customer Service Management is expensive, although there is value for money considering the time and administrative efficiencies it brings.
The backend storage integrates seamlessly with OneDrive, and the solution offers robust security features, including Azure integration, two-factor authentication (2FA), and comprehensive audit trails.
The most valuable feature of Microsoft Dynamics CRM is its integration with Outlook and other Microsoft products like Microsoft 365, which includes emails, Teams, and SharePoint.
I can also create fields and customize them according to my needs.
It also helps to track our past performance, like how many tickets we resolved, and it shows how the business profits from uninterrupted operations.
It integrates all different queues into one dashboard and consolidates various departments, ensuring visibility across the organization is transparent.
The best aspect of ServiceNow Customer Service Management is its out-of-the-box features that support all customer service processes.
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.
Customer Service Management groups key applications and capabilities into scalable packages that can grow with you as your needs change.
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