Try our new research platform with insights from 80,000+ expert users

Bitrix24 vs Microsoft Dynamics 365 Customer Service comparison

Bitrix24 and Microsoft are both solutions in the CRM category. Bitrix24 is ranked #16 with an average rating of 7.7, while Microsoft is ranked #13 with an average rating of 8.1. Bitrix24 holds a 2.0% mindshare in CRM, compared to Microsoft’s 0.9% mindshare. Additionally, 90% of Bitrix24 users are willing to recommend the solution, compared to 94% of Microsoft users who would recommend it.
Bitrix24
Read 20 Bitrix24 reviews
  • 1,473 Views
  • 766 Comparison Views
90% willing to recommend
Microsoft Dynamics 365 Cust...
Read 21 Microsoft Dynamics 365 Customer Service reviews
  • 410 Views
  • 410 Comparison Views
94% willing to recommend
 

Comparison Buyer's Guide

Download the report
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 Users find the interface outdated and desire improved integration and ease of use for simple tasks.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.

DOWNLOAD THE COMPLETE REPORT
To learn more, read our detailed Bitrix24 vs. Microsoft Dynamics 365 Customer Service Report (Updated: July 2025).
Buyer's Guide
Bitrix24 vs. Microsoft Dynamics 365 Customer Service
July 2025
Download the complete report
Helped 865,384 peers since 2012

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
5.9
Organizations see ROI in 3-4 years; Dynamics 365 enhances efficiency, reduces costs, increases satisfaction, and saves time significantly.
 

Customer Service

Sentiment score
6.6
Bitrix24's support is responsive with mixed feedback; community support is praised, but documentation clarity varies.
Sentiment score
4.3
Microsoft Dynamics 365 Customer Service is responsive but can face delays in complex cases, needing improvement in response times.
No quotes available
For more quotes and insights, download the Bitrix24 report
We are using local Microsoft partners, not Microsoft themselves.
I would evaluate Microsoft tech support as an eight out of ten, as they are quite responsive.
For more quotes and insights, download the Microsoft Dynamics 365 Customer Service report
 

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
7.1
Microsoft Dynamics 365 Customer Service is scalable, adaptable for various business sizes, though experiences with integration and licensing vary.
 

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 rated for stability, with users appreciating its reliable performance despite occasional issues.
 

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 requires enhancements in usability, customization, integration, scalability, support, documentation, and pricing transparency.
No quotes available
For more quotes and insights, download the Bitrix24 report
The solution could improve by providing internal scorecards for agents and much better staff ratings.
The main area for improvement is the pricing model.
For more quotes and insights, download the Microsoft Dynamics 365 Customer Service report
 

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 moderate pricing, competitive for its features, with a straightforward user-based licensing model.
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.
The pricing is within the market range, but there is room for improvement.
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 enhances integration, automation, and customization, improving customer support with AI, analytics, and seamless cloud access.
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.
It is fully integrated and easily scalable with other Microsoft tools like Power BI, which is a great advantage.
For more quotes and insights, download the Microsoft Dynamics 365 Customer Service report
 

Categories and Ranking

Bitrix24
Ranking in CRM
16th
Average Rating
7.4
Reviews Sentiment
6.9
Number of Reviews
20
Ranking in other categories
Project Management Software (12th), Enterprise Social Software (9th)
Microsoft Dynamics 365 Cust...
Ranking in CRM
13th
Average Rating
8.2
Reviews Sentiment
6.6
Number of Reviews
21
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of August 2025, in the CRM category, the mindshare of Bitrix24 is 2.0%, up from 1.9% compared to the previous year. The mindshare of Microsoft Dynamics 365 Customer Service is 0.9%, up from 0.4% compared to the previous year. It is calculated based on PeerSpot user engagement data.
CRM
 

Featured Reviews

Abasiakama Bassey - PeerSpot reviewer
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
reviewer2748861 - PeerSpot reviewer
There is significant room for improvement in routing and setup challenges
The system is easy to use, especially when logging customer interactions or requests, which flow to the resolution teams. Users can attach documents and easily review past interactions. Microsoft Dynamics 365 Customer Service streamlines operations in my customer support department. The automation feature in Microsoft Dynamics 365 Customer Service impacts workflows positively by making work easier. When logging customer cases, they automatically flow to the resolution team instead of sending an email. Cases can be easily logged, and feedback can be checked in the same application without sending emails or calling the resolution team. The analytics and reporting tools work perfectly for improving service delivery. We can see full interactions, number of interactions, and how often customers reach out before resolutions, among other metrics. Since implementing the AI feature, our CS scores, customer effort scores, and customer satisfaction scores have improved tremendously. AI has several use cases where it responds to issues immediately and offers the best-case scenario for handling such cases, reducing human impact compared to manually processing complaints before resolution. The main benefit from using Microsoft Dynamics 365 Customer Service is the great improvement compared to the past manual method of escalating issues to the resolution team. Now, information is collected and logged, flowing to the resolution team, which has significantly improved turnaround times compared to the days it previously took to resolve customer complaints.
Read full review
report
See which vendors are best for you
Use our free recommendation engine to learn which CRM solutions are best for your needs.
See recommendations
865,384 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
Computer Software Company
20%
Comms Service Provider
10%
Retailer
9%
Construction Company
7%
Financial Services Firm
15%
Manufacturing Company
15%
Healthcare Company
8%
Government
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

What do you like most about Bitrix24?
We are considering Bitrix24 as an office automation solution for our workplace productivity-related issues, project management activities, and staff tracking.
See all answers
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 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 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.
See all answers
 

Comparisons

Odoo vs Bitrix24 Logo
Odoo vs Bitrix24
Compared 18% of the time
ClickUp vs Bitrix24 Logo
ClickUp vs Bitrix24
Compared 10% of the time
ELMA 365 vs Bitrix24 Logo
ELMA 365 vs Bitrix24
Compared 8% of the time
monday.com for Enterprise vs Bitrix24 Logo
monday.com for Enterprise vs Bitrix24
Compared 7% of the time
Asana vs Bitrix24 Logo
Asana vs Bitrix24
Compared 6% of the time
More Bitrix24 Competitors
Zendesk vs Microsoft Dynamics 365 Customer Service Logo
Zendesk vs Microsoft Dynamics 365 Customer Service
Compared 70% of the time
Pega Customer Service vs Microsoft Dynamics 365 Customer Service Logo
Pega Customer Service vs Microsoft Dynamics 365 Customer Service
Compared 30% of the time
More Microsoft Dynamics 365 Customer Service Competitors
 

Product Reports

Buyer's Guide
Bitrix24
August 2025
Bitrix24 reportDownload Bitrix24 product report
Buyer's Guide
Microsoft Dynamics 365 Customer Service
August 2025
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
July 2025
Free Report: Bitrix24 vs. Microsoft Dynamics 365 Customer Service
Find out what your peers are saying about Bitrix24 vs. Microsoft Dynamics 365 Customer Service and other solutions. Updated: July 2025.
DOWNLOAD NOW
865,384 professionals have used our research since 2012.
See our Bitrix24 vs. Microsoft Dynamics 365 Customer Service report.
See our list of best CRM vendors.

We monitor all CRM reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.