No more typing reviews! Try our Samantha, our new voice AI agent.

Acumatica vs Microsoft Dynamics 365 Customer Service comparison

Why PeerSpot?
 

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

Acumatica
Average Rating
8.2
Reviews Sentiment
7.5
Number of Reviews
4
Ranking in other categories
Cloud ERP (8th)
Microsoft Dynamics 365 Cust...
Average Rating
8.2
Reviews Sentiment
6.6
Number of Reviews
22
Ranking in other categories
CRM (21st)
 

Mindshare comparison

Acumatica and Microsoft Dynamics 365 Customer Service aren’t in the same category and serve different purposes. Acumatica is designed for Cloud ERP and holds a mindshare of 3.2%, up 3.2% compared to last year.
Microsoft Dynamics 365 Customer Service, on the other hand, focuses on CRM, holds 0.6% mindshare, down 0.7% since last year.
Cloud ERP Mindshare Distribution
ProductMindshare (%)
Acumatica3.2%
Oracle Fusion Cloud ERP21.6%
NetSuite ERP21.3%
Other53.9%
Cloud ERP
CRM Mindshare Distribution
ProductMindshare (%)
Microsoft Dynamics 365 Customer Service0.6%
Microsoft Dynamics CRM3.2%
Salesforce Sales Cloud2.8%
Other93.4%
CRM
 

Featured Reviews

MZ
Marketing And Technical Specialist at a retailer with 11-50 employees
Centralized ERP has streamlined multi-warehouse inventory and e-commerce operations
To improve Acumatica, loading in between screens can be a slow start. Sometimes, if I'm loading into a screen and I don't have a filter set, it loads everything, and that can slow it down. I think it would be nice if they had some sort of way to save a template for the base setup. They may already have this, and I may not have it, or our IT department may not have it set up. However, sometimes when I go into sales orders, for instance, it would be nice for it to just narrow down to maybe the past seven days instead of all 600,000 records that I have on file in one shot. I don’t have more to add about the needed improvements; I like it other than that.
reviewer2245296 - PeerSpot reviewer
Sr. Manager, Tmt Business Consulting (Focused On B2 B Tech Product Cos.) at a outsourcing company with 11-50 employees
Enterprise ticketing has streamlined high-volume customer issues and provides unified analytics
The place where you can define the rules is at the back end. That module, where you write the assignment rules or the skill set rules or prioritization rules, has very limited flexibility in these rules engines. More flexible rule-defining back ends that you can customize to your business context more closely than you can right now would be better. Customization for the information design in Microsoft Dynamics 365 Customer Service is needed. The foundational information that goes into service management comes as foundational information that you need to program into or load into the service management platform. Right now, you need to change the rules to load them in the format that is required, and this should not be happening. AI capabilities in Microsoft Dynamics 365 Customer Service are more focused on the productivity aspects and the backend aspects. It is not personalizing interactions. The CRM part is more where these kinds of front-end customer personalizations take place.

Quotes from Members

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

Pros

"The way everything integrated well with everything else was most valuable. We had one solution for everything, from the first phone call down to follow-up visits for wholesale callers and for just regular purchases."
"Acumatica has positively impacted my organization by making it nice to have all of the warehouses that we have, four different warehouses, in one page instead of having them spread across different areas."
"This solution supports multiple branches."
"There was a situation where we needed to integrate our system with other platforms quickly. Typically, this process would require using middleware or additional testing tools. However, integration was easy because we were using Microsoft Dynamics 365 Customer Service, which is a Microsoft product. It has built-in connectors that integrate with Microsoft systems, making the process much easier."
"We have observed a savings of about ten percent on staffing costs and a twenty percent increase in customer satisfaction, highlighting a significant reduction in customer effort."
"The tool's most valuable feature is its user-friendliness. Being part of the Microsoft 365 suite, it is easy to use and understand, much like Excel."
"I mainly do customer management, setting records, and things like that."
"It is a stable product."
"The insights are quite helpful."
"In terms of the overall experience with the customer database, it has probably brought me significant time savings, about 30 percent."
"Microsoft Dynamics 365 Customer Service has valuable customization features."
 

Cons

"For support, we go through a distributor, and the support we receive from them is much better than what we would from Acumatica directly. When we went to Acumatica support directly, we were not happy with it."
"It is very expensive for a small business."
"We should be able to personalize it for the company. There should be more customization of the pages so that they seem more like a company rather than as an outside company. We should be able to change company images and things like that and do this kind of personalization."
"To improve Acumatica, loading in between screens can be a slow start."
"The solution doesn't have features to break down the structure for multiple people in the project."
"The main area for improvement is the pricing model. While it is competitive within the market, there is room for improvement, as is the case with most software vendors."
"The solution could better integrate with other enterprise solutions."
"The product integration with our on-premise systems was challenging due to the specific protocols required. Simplifying this process would be beneficial."
"The technical support should be dramatically improved."
"The platform’s UI could be better."
"The place where you can define the rules is at the back end. That module, where you write the assignment rules or the skill set rules or prioritization rules, has very limited flexibility in these rules engines."
"They could add a new chart or dashboard for visualization in the product."
"The interface could be more appealing and attractive for users."
 

Pricing and Cost Advice

"It is very expensive for a small business. If you're a small business, it is not a very good solution in that aspect, but if you are big and have more manufacturing, it is well worth it. It comes with the ability to integrate with one website. We had to modify ours. We customized it so that we could do hundreds of websites. In Texas, I believe that we were the only one ever to be integrated with hundreds of websites. So, the development of our API probably cost us a hundred grand, and then there would be maintenance. That's all outside of the standard licensing fee."
"In terms of cost, the product offers competitive pricing for its feature set."
"I rate Microsoft Dynamics 365 Customer Service pricing a five out of ten."
"It is more expensive than other vendors."
"It is a decent price compared to multiple vendors and products available in the market."
"The pricing seems fair."
"The product's licensing is straightforward. It's user-based, so you decide how many users you want to license, and that's it. On the value-for-money scale, it's average. You do get what you pay for, so I wouldn't call it expensive."
"While it will apply to all employees, not all will utilize it fully. From a cost perspective, it strikes a balance: It's not overly expensive but also not too cheap."
"The solution has a corporate enterprise license, which large corporations sign."
report
Use our free recommendation engine to learn which Cloud ERP solutions are best for your needs.
921,523 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
Healthcare Company
13%
Comms Service Provider
10%
Manufacturing Company
10%
Computer Software Company
9%
Construction Company
16%
Financial Services Firm
11%
Manufacturing Company
10%
Outsourcing Company
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
By reviewers
Company SizeCount
Small Business12
Midsize Enterprise3
Large Enterprise7
 

Questions from the Community

Ask a question
Earn 20 points
What is your experience regarding pricing and costs for Microsoft Dynamics 365 Customer Service?
The pricing is within the market range, but there is room for improvement. I have annual subscriptions.
What needs improvement with Microsoft Dynamics 365 Customer Service?
The place where you can define the rules is at the back end. That module, where you write the assignment rules or the skill set rules or prioritization rules, has very limited flexibility in these ...
What advice do you have for others considering Microsoft Dynamics 365 Customer Service?
As someone who worked with a Dynamics 365 partner, here’s the honest advice: Get your support process clear first D365 won’t fix messy workflows. It will expose them. Start simple, don’t over-c...
 

Overview

 

Sample Customers

Additive-X, Carlson-LaVine Inc, Cornell Cooperative Extension, Alpha Insulation and Waterproofing, Dukathole Group, Eagle Fence Distributing, Clive Coffee
Information Not Available
Find out what your peers are saying about Oracle, NetSuite, SAP and others in Cloud ERP. Updated: October 2026.
921,523 professionals have used our research since 2012.