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Bitrix24 vs Microsoft Dynamics 365 Customer Service comparison

Bitrix24 and Microsoft are both solutions in the CRM category. Bitrix24 is ranked #39, while Microsoft is ranked #11 with an average rating of 8.4. Bitrix24 holds a 0.8% mindshare in CRM, compared to Microsoft’s 0.6% mindshare. Additionally, 90% of Bitrix24 users are willing to recommend the solution, compared to 95% of Microsoft users who would recommend it.
Bitrix24
Read 20 Bitrix24 reviews
  • 2,200 Views
  • 1,320 Comparison Views
90% willing to recommend
Microsoft Dynamics 365 Cust...
Read 22 Microsoft Dynamics 365 Customer Service reviews
  • 1,077 Views
  • 1,077 Comparison Views
95% willing to recommend
 

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 19, 2024

Bitrix24 and Microsoft Dynamics 365 Customer Service compete in the CRM and project management category. Microsoft Dynamics seems to have an upper hand due to its extensive features and connectivity capabilities.

Features: Bitrix24 is praised for ease of use, robust project management capabilities, and task management features. It also allows for customizable workflows and strong integration potential with third-party solutions. Microsoft Dynamics 365 provides excellent connectivity options, comprehensive decision-support views, and SLA tracking. It offers inbuilt connectors with tools like Power Automate and Power Apps, along with advanced management capabilities.

Room for Improvement: Bitrix24 needs enhancements in marketing automation, flexibility in reporting, and a more cohesive interface. Users find the interface outdated and desire improved integration and ease of use for simple tasks. Microsoft Dynamics 365 requires updates in UI design and more customization options. Users have noted limited integration with newer tools and request more intuitive interfaces and technical support. The implementation process should be simplified.

Ease of Deployment and Customer Service: Bitrix24 and Microsoft Dynamics 365 both support on-premises and public cloud deployment. Bitrix24 offers primarily virtual support, heavily relying on partners. Microsoft Dynamics 365 is known for reliable technical support and intuitive documentation, although both face challenges in seamless support and documentation integration. Real-time support and cohesive documentation are areas needing improvement.

Pricing and ROI: Bitrix24 offers competitive pricing, with a range of licensing options including a free version, providing good ROI through various features like quote management. Microsoft Dynamics 365 is moderately priced with user-based licensing and corporate discounts. It’s considered expensive by some but delivers solid value through its extensive feature set. Both offer strong ROI, particularly for enhancing workflows and business efficiency.

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To learn more, read our detailed Bitrix24 vs. Microsoft Dynamics 365 Customer Service Report (Updated: March 2026).
Buyer's Guide
Bitrix24 vs. Microsoft Dynamics 365 Customer Service
March 2026
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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:
 

ROI

Sentiment score
8.1
Bitrix24 provides high ROI through process streamlining, cost reduction, strong integration, and efficient digitization, enhancing workflow management.
Sentiment score
5.8
Microsoft Dynamics 365 Customer Service improves efficiency, reducing staffing costs by 10% and boosting customer satisfaction by 20%.
 

Customer Service

Sentiment score
6.6
Bitrix24's support is responsive with mixed feedback; community support is praised, but documentation clarity varies.
Sentiment score
4.5
Microsoft Dynamics 365 Customer Service is praised for helpful support but criticized for slow response times on complex issues.
No quotes available
For more quotes and insights, download the Bitrix24 report
When somebody is doing a ticketing system transition at an enterprise level, it is obviously a complex affair involving hundreds of people and tens of teams at various points in the transition or implementation life cycle.
reviewer2245296
Sr. Manager, Tmt Business Consulting (Focused On B2 B Tech Product Cos.) at a security firm with 11-50 employees
We are using local Microsoft partners, not Microsoft themselves.
Gary Cook
Executive at Empowered Analytics
I would evaluate Microsoft tech support as an eight out of ten, as they are quite responsive.
reviewer2748861
Head, Customer Experience Business Partnering - Corporate at a financial services firm with 10,001+ employees
For more quotes and insights, download the Microsoft Dynamics 365 Customer Service report
reviewer2245296 - PeerSpot reviewerGary Cook - PeerSpot reviewerreviewer2748861 - PeerSpot reviewer
 

Scalability Issues

Sentiment score
6.8
Bitrix24 provides scalable solutions for diverse business sizes, though larger deployments may encounter challenges with infrastructure and integrations.
Sentiment score
7.0
Microsoft Dynamics 365 shines in scalability for large businesses, though licensing and integration limitations are noted by some users.
 

Stability Issues

Sentiment score
7.7
Bitrix24 is generally reliable with occasional issues; frequent updates and strong support contribute to its high stability ratings.
Sentiment score
8.0
Microsoft Dynamics 365 Customer Service is highly praised for stability, though users desire fewer updates and improved dashboards.
 

Room For Improvement

Bitrix24 needs improved UI, integrations, support, reporting, workflows, and simpler client communication for enhanced usability and performance.
Microsoft Dynamics 365 Customer Service needs improvements in UI, customization, integration, support, scalability, AI features, and documentation.
No quotes available
For more quotes and insights, download the Bitrix24 report
More flexible rule-defining back ends that you can customize to your business context more closely than you can right now would be better.
reviewer2245296
Sr. Manager, Tmt Business Consulting (Focused On B2 B Tech Product Cos.) at a security firm with 11-50 employees
The solution could improve by providing internal scorecards for agents and much better staff ratings.
Gary Cook
Executive at Empowered Analytics
The main area for improvement is the pricing model.
NikolayShved
Head of Business Solutions at a pharma/biotech company with 1,001-5,000 employees
For more quotes and insights, download the Microsoft Dynamics 365 Customer Service report
reviewer2245296 - PeerSpot reviewerGary Cook - PeerSpot reviewer
NS
 

Setup Cost

Enterprise users find Bitrix24 pricing competitive, recommending licensed plans for functionality and affordability compared to other solutions.
Microsoft Dynamics 365 Customer Service offers competitive pricing, perceived as affordable for enterprises but costly for individual users.
No quotes available
For more quotes and insights, download the Bitrix24 report
We did our integration with sales automation and other tools internally, which incurred no additional costs beyond the standard licensing fees.
Gary Cook
Executive at Empowered Analytics
The pricing is within the market range, but there is room for improvement.
NikolayShved
Head of Business Solutions at a pharma/biotech company with 1,001-5,000 employees
For more quotes and insights, download the Microsoft Dynamics 365 Customer Service report
 

Valuable Features

Bitrix24 provides an integrated platform with CRM, collaboration, and automation tools, valued for usability and comprehensive business functions.
Microsoft Dynamics 365 Customer Service offers automation, integrations, and AI for efficient workflow management and improved customer satisfaction.
No quotes available
For more quotes and insights, download the Bitrix24 report
It has a workflow feature and offers excellent automation capabilities that streamline our customer service.
Gary Cook
Executive at Empowered Analytics
It is fully integrated and easily scalable with other Microsoft tools like Power BI, which is a great advantage.
NikolayShved
Head of Business Solutions at a pharma/biotech company with 1,001-5,000 employees
You can integrate it easily with AI, Microsoft Copilot and Power Automate.
reviewer2245296
Sr. Manager, Tmt Business Consulting (Focused On B2 B Tech Product Cos.) at a security firm with 11-50 employees
For more quotes and insights, download the Microsoft Dynamics 365 Customer Service report
Gary Cook - PeerSpot reviewer
NS
reviewer2245296 - PeerSpot reviewer
 

Categories and Ranking

Bitrix24
Ranking in CRM
39th
Average Rating
7.4
Reviews Sentiment
6.9
Number of Reviews
20
Ranking in other categories
Project Management Software (27th), Enterprise Social Software (23rd)
Microsoft Dynamics 365 Cust...
Ranking in CRM
11th
Average Rating
8.2
Reviews Sentiment
6.6
Number of Reviews
22
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of March 2026, in the CRM category, the mindshare of Bitrix24 is 0.8%, down from 2.0% compared to the previous year. The mindshare of Microsoft Dynamics 365 Customer Service is 0.6%, down from 0.7% compared to the previous year. It is calculated based on PeerSpot user engagement data.
CRM Mindshare Distribution
ProductMindshare (%)
Microsoft Dynamics 365 Customer Service0.6%
Bitrix240.8%
Other98.6%
CRM
 

Featured Reviews

Abasiakama Bassey - PeerSpot reviewer
Abasiakama Bassey
Founder at Elxae Hub
A project management tool that offers great scalability and stability
The support provided by Bitrix24 is an area with shortcomings that needs improvement. From an improvement perspective, Bitrix24 should consider providing live and upfront support to its users, especially those who use the solution's free version. If you want someone to get on your platform for which you can't provide support, then it doesn't make that platform any different from its competitors. It would make sense to people if Bitrix24 could provide support for even their free version. It would be good if Bitrix24 added some accounting elements to the tool instead of just providing functionality related to bookkeeping alone since it can help Bitrix24 become a complete tool. During the setup phase of the solution, the tool should provide its users an option to add the accounting part, making it a complete solution.
Read full review
reviewer2245296 - PeerSpot reviewer
reviewer2245296
Sr. Manager, Tmt Business Consulting (Focused On B2 B Tech Product Cos.) at a security firm 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.
Read full review
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Top Industries

By visitors reading reviews
Comms Service Provider
14%
Computer Software Company
13%
Construction Company
13%
Manufacturing Company
9%
Construction Company
14%
Financial Services Firm
9%
Manufacturing Company
9%
Marketing Services Firm
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business19
Midsize Enterprise2
By reviewers
Company SizeCount
Small Business12
Midsize Enterprise3
Large Enterprise7
 

Questions from the Community

What is your experience regarding pricing and costs for Bitrix24?
The pricing for Bitrix24 is reasonable and standardized. However, we face limitations in Venezuela, where monthly invoicing isn't available, forcing us to pay annually.
See all answers
What needs improvement with Bitrix24?
We need full ERP integration to take all our processes in one platform. Additionally, extracting data can be troublesome, as we have to use Russian APIs, which poses a security concern.
See all answers
What advice do you have for others considering Bitrix24?
I would recommend Bitrix24 to others. Although we are moving to another solution, Bitrix24 offers impressive capabilities we haven’t utilized fully. I'd rate the solution eight out of ten.
See all answers
What do you like most about Microsoft Dynamics 365 Customer Service?
Offers integration with hosted solutions.
See all answers
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.
See all answers
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 ...
See all answers
 

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Product Reports

Buyer's Guide
Bitrix24
March 2026
Bitrix24 reportDownload Bitrix24 product report
Buyer's Guide
Microsoft Dynamics 365 Customer Service
March 2026
Microsoft Dynamics 365 Customer Service reportDownload Microsoft Dynamics 365 Customer Service product report
 

Overview

Communication and collaboration tools
Ready for unified collaboration? Intranet, chat, videoconferencing, calendars, workspaces, documents, tasks and internal communication tools in one place!

Group task management
Collaborative task management for teams large and small. Time tracking, reminders, reporting, templates, task dependencies and more.

Bitrix24

Microsoft Dynamics 365 Customer Service integrates seamlessly with Microsoft tools, offering cloud-based accessibility that enhances business processes and facilitates decision-making. Its customizable workflows and insightful reporting streamline operations for effective customer relationship management.

Microsoft Dynamics 365 Customer Service provides an extensive suite of features, including advanced case management, seamless connectivity, and a user-friendly interface. Cloud-based accessibility supports collaboration and automation, while built-in connectors like Power BI simplify data management. Regular updates enhance functionality and improve business processes. Areas for improvement include greater customization flexibility, smoother integration with enterprise systems, and better scalability. Enhanced dashboards and user-friendly components are also desired, alongside improved technical support and licensing clarity.

What are the key features of Microsoft Dynamics 365 Customer Service?
  • Advanced Case Management: Streamlines processes to effectively manage customer cases.
  • Integration with Microsoft Tools: Seamless connectivity with Power BI for insights and reporting.
  • Customizable Workflows: Tailors processes to meet business requirements.
  • User-Friendly Interface: Simple navigation supports ease of use.
  • Cloud-Based Accessibility: Ensures secure access anytime, anywhere.
What benefits should users expect from reviews?
  • Improved Collaboration: Enhances teamwork across departments.
  • Enhanced Decision-Making: Data-driven insights for strategic actions.
  • Automation Enhancements: Streamlines repetitive tasks for efficiency.
  • Case Resolution Efficiency: Faster handling of customer inquiries and support.
  • Customization Flexibility: Adapts to unique business needs.

In industries like manufacturing, energy retail, and IT, Microsoft Dynamics 365 Customer Service is employed for communication, collaboration, and sales management, supporting lead management, proposal tracking, and ticketing systems. Departments such as sales, finance, and HR leverage its capabilities for complaint management, inquiries, and operational support through secure cloud connections.

Microsoft
 

Sample Customers

mobilblitz Geissler & Ulrich GbR, Caloryfrio.com, k-webs, Ecuatoriana Industrial, Artistic Closets, Saigon Newport Corporation
Information Not Available
Buyer's Guide
Bitrix24 vs. Microsoft Dynamics 365 Customer Service
March 2026
Free Report: Bitrix24 vs. Microsoft Dynamics 365 Customer Service
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