Microsoft Dynamics CRM and Zoho Desk compete in the realm of customer relationship management and service desk solutions. Microsoft Dynamics CRM appears to have the upper hand due to its extensive functionality and integration with Microsoft products.
Features: Microsoft Dynamics CRM offers high customizability, robust analytics, and flexible deployment options. Its seamless integration with Microsoft products enhances its functionality. Zoho Desk provides strong integration capabilities, advanced automation features, and excels in managing customer interactions across multiple channels.
Room for Improvement: Microsoft Dynamics CRM requires extensive customization, which can be costly and complex. The mobile functionality and integration documentation could be improved. Zoho Desk needs better support for IT service management policies and more customization options for complex workflows. The pricing model can be a concern in some regions.
Ease of Deployment and Customer Service: Microsoft Dynamics CRM provides various deployment options, including both cloud and on-premises setups, although the latter can be complex. Customer service varies, with slower responses unless premium support is used. Zoho Desk offers simpler cloud deployment and prompt support, though advanced configurations could benefit from enhanced support.
Pricing and ROI: Microsoft Dynamics CRM is considered expensive, especially for small to mid-sized businesses, yet users report a positive ROI due to its comprehensive features. Zoho Desk is more cost-effective, offering flexible subscription models suitable for smaller organizations, making it attractive for those prioritizing affordability and integration with Zoho products.
The Zoho platform is powerful when used correctly, but without a specialist, it is not simple to configure and make full use of the tools.
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.
the experience was satisfactory
I find the response time in emails to be very good, and the solutions provided are simple.
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.
I would rate it ten out of ten.
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.
Zoho Desk could be improved by making it multi-tenant, as it is currently not suitable for service providers with multiple customers.
The main concern is the pricing of Zoho Desk, as I consider it to be on the expensive side.
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.
The pricing for each user is around $350, with penalties if not all users in a company are licensed.
The price point is a concern.
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.
Maintenance is easy, and one person is sufficient for handling it, aided by a thorough handoff of key pointers facilitating easier initial setup.
The AI tool, Tele Zia, translates calls into bullet points, providing insights such as when to send emails or contact the customer based on previous conversations.
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.
With Zoho Desk, agents become more productive, managers become more impactful, and customers become more empowered. It's customizable, convenient to use, and it doesn't cost you a fortune. Part of Zoho's 30-strong suite of business software, Zoho Desk brings you the power to put customer service at the heart of your company.
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