Microsoft Dynamics CRM Reviews

I use the solution to manage the lead sales pipeline and enable the marketing department to maintain customer data.

The CRM is very fast, which is the most important aspect, and it's very handy. I have implemented some good automation. The cost should be more flexible for smaller organizations. I can add multiple custom fields. I can also create fields and customize them according to my needs.

Costing might be a reason for concern. It could be an issue for the organization, or maybe not. It's uncertain.

Currently, I am not using it, but in the past, I used it for about a year.

I didn't face any issues. There were no downtimes, and I don't think I encountered any problems.

I would rate scalability around seven.

I haven't contacted customer service, but as I mentioned, I am already a gold partner of Microsoft. If there are any problems, I manage without their support.

Previously, I used Dynamics, but it did not suit me, so I changed the CRM last year. I am a Microsoft Gold Partner, which is why I used Microsoft Dynamics. However, it wasn't feasible, so I switched to a local provider.

The migration was not easy. I wouldn't say that everything was simple.

I was not the one responsible for the migration. It was handled by upper management.

I changed it to a local provider.

The decisions will be made by management. I recommend using Microsoft Dynamics if the budget allows. The CRM is very fast, with customization and integration options, and easy migration. Everyone should try it if it is feasible for the organization. Overall, I would give this solution a rating of eight out of ten.

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. 

It was related to connecting large data with specific company information. We consolidated all the data in one place to speed up the company's decision-making. 

We gathered data based on their specific requirements and stored it alongside the company's personal data. 

Working with all Microsoft products from one platform is very useful. You don't need to open multiple programs on your laptop. 

You can access all the products and software from the same platform. Integrating all these services into one platform is very useful. 

I like the way we can process and store data, fetch and execute commands. All of these details make it a very useful tool to speed up processes against the database.

The UI and GUI could be improved.

I was involved in a project in the USA that used Microsoft Dynamics CRM.

It's stable. However, improving the infrastructure in the background could make it more stable, and the performance would be even better.

It's scalable. For this project, about 75 users had access, but maybe 50 at the same time. When multiple users access the database at the same time, it should be evaluated, and big infrastructure in the background. 

The more infrastructure you have, the better the stability and performance.

I didn't need to request support for Microsoft Dynamics on that project.

I appreciate this solution and would give it a nine out of ten.

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.

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 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. 

It is a general CRM. It almost acts as the central hub through which all of our transactions, whether e-commerce or retail, are funneled. It also brings in everything from our inventory. So, essentially, the overall collection of all of that data is deployed through it. This is the main tool that we use.

The way it effectively works with the array of other Microsoft tools, such as Azure, is valuable. It works very well with the use of data linking and things like that. Overall, it is a great overall tool to have an effective understanding of the transactional background of each of our customers.

One of the biggest challenges is that there is a huge disconnect between, "The business wants this data available," and making that data available in our systems. It requires a lot of effort. There's a huge disconnect, and that's because of a lot of backend work that needs to get done.

From a user standpoint, it is fairly intuitive. Its user interface is nothing phenomenal, but it is intuitive. However, on the backend, a lot of work is required to effectively push the data through. It requires a very heavy lift on the organization's part. It is a complex backend. 

When it comes to any necessary changes or updates, we have issues. It is not very agnostic in terms of working with other platforms. A lot of data transformation had to be done internally in order to send it to various systems.

I have been using this solution for one year and five months.

Its performance is reliable, but when it comes to any changes or updates, we have issues.

It is a challenge to grow it quite substantially. It involves a lot of work, but the solution overall is scalable as long as you're sticking with Microsoft.

We have anywhere between 50 and 60 end-users, and on the backend, we have about 15 users. It is used quite extensively. All of our data filtering from transactions is flowing into it.

In terms of overall technical support, we work with partners. So, we have Microsoft partners who support us with day-to-day issues. 

In terms of online tools and various instructional write-ups, Microsoft is quite comprehensive. There is a multitude of information available. It is down to the user to dive into it, but it is all there.

I don't believe we were using anything else previously. A majority of our systems are Microsoft systems.

We had our team, but that wasn't enough. We had to work with specific partners. There are a few companies where the challenge is the amount of legwork to get things going for the business and the startup cost. 

There was quite a large set of developers. There were upwards of 20 developers, and there were upwards of five business analysts who were effectively capturing use cases from the business to help understand how we wanted the data. It was overall managed by three or four key managers and one director. It took upwards of eight months.

It does require maintenance, which is handled by our technology team.

I can't put a number to it, but the use of this system and the collection of the data has exponentially helped the company.

It is a part of one comprehensive user license, which depends on the role of the individual. This is where Microsoft excels. 

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.

In terms of additional fees, we have particular partners we have to work with. It is very similar to how Google has Google partners. We have dedicated partners, and the fees with them are quite high.

Understanding your overall strategy with data is critical. When you are using or getting used to one particular client platform, an enterprise requirement to scale it up requires enormous amounts of capital. 

It is definitely not geared towards small-sized or medium-sized businesses. It has to be large organizations. I do know that D 365 does have things for small-sized and medium-sized businesses, but I haven't worked with it in that capacity. Knowing what I know about how it works at an enterprise level, the amount of work or cost incurred to make it more and more scalable is definitely something that small-sized and medium-sized businesses can't do.

I would rate this solution a seven out of ten.