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Microsoft Dynamics 365 Customer Service vs Pipedrive comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Dec 19, 2024

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

Microsoft Dynamics 365 Cust...
Ranking in CRM
13th
Average Rating
8.2
Reviews Sentiment
6.9
Number of Reviews
20
Ranking in other categories
No ranking in other categories
Pipedrive
Ranking in CRM
18th
Average Rating
8.2
Reviews Sentiment
7.2
Number of Reviews
13
Ranking in other categories
Local Government CRM (10th), Opportunity Management (3rd), Sales Force Automation (8th)
 

Mindshare comparison

As of July 2025, in the CRM category, the mindshare of Microsoft Dynamics 365 Customer Service is 0.9%, up from 0.4% compared to the previous year. The mindshare of Pipedrive is 1.2%, up from 0.9% compared to the previous year. It is calculated based on PeerSpot user engagement data.
CRM
 

Featured Reviews

Gary Cook - PeerSpot reviewer
Enables seamless customer communication and improves satisfaction
Microsoft Dynamics 365 Customer Service ( /products/microsoft-dynamics-365-customer-service-reviews ) stands out for its superb product functionality, price performance, flexibility, and integration with other Microsoft products like Office. I especially value the complaint management feature, which allows for much more unified communication. It has a workflow feature and offers excellent automation capabilities that streamline our customer service.
Willem Lambrechts - PeerSpot reviewer
Offers the ability to create multiple pipelines and the flexibility in filtering and reporting
We do a lot of analytics and reporting ourselves. We don't necessarily use all the features that Pipedrive provides, but it's very helpful at least. It has streamlined our deal-closing process. We use it for everything. When we create a lead, we put it into Pipedrive. That lead can be converted into an opportunity, which we manage through our whole pipeline. This includes having all data related to the opportunity in one place. Once the deal is closed, we use Pipedrive to follow up on the invoices until they are paid. We also manage sales commissions and payments to our salespeople through Pipedrive.

Quotes from Members

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

Pros

"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."
"The insights are quite helpful."
"Integration is seamless. I have integrated Microsoft Dynamics customer service with other systems."
"The data is always available to the users regardless of location because of the tool's cloud-based nature. The solution is highly stable. I rate it a perfect ten. The product is highly scalable Microsoft Dynamics 365 Customer Service stands out due to its rich features, ease of deployment, and straightforward licensing structure."
"Dynamics CRM is highly effective for managing customer relationships and improving sales processes."
"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's most valuable features are the ability to create meetups for customers and support daily business functions."
"Offers integration with hosted solutions."
"The solution is pretty easy to use and intuitive."
"The biggest and the best feature is the view that you get when you log in. You have a board like Kanban when you log in, and you've got a column on the left and several other columns that move to the right, depending on where you are in a particular deal. If it's a prospect or someone who is just looking, you move it along the process, and it really helps you keep track of where you are."
"The usability of the solution is its valuable feature."
"It is a stable platform."
"It's very flexible and we can really fit it into our business model."
"The solution is very stable."
"Pipedrive's most valuable features are that you can keep the whole information that's related to managing your sales process and you can customize it easily. The person that we have who is customizing Pipedrive is very junior in means of software development or process development. He can easily use it, anyone can use the solution. It has a very easy user interface to customize your processes and apply them to the Pipedrive process."
"The most useful thing is the ability to create multiple pipelines and the flexibility in filtering and reporting."
 

Cons

"There are some occasional performance issues."
"I didn't like the solution very much because its functionality is a bit typical and old-fashioned, and the entire system needs upgrading."
"The product doesn’t meet standard functionality. There should be enough features included in it."
"The product integration with our on-premise systems was challenging due to the specific protocols required. Simplifying this process would be beneficial."
"The solution could better integrate with other enterprise solutions."
"The interface could be more appealing and attractive for users."
"They could improve the components to be more user-friendly. It needs to be more interactive for new users to operate."
"I believe enhancing the user interface to improve user experience and simplifying customization processes would enhance the platform."
"In future releases, I would like to have a highly intelligent integration service where you can easily connect PipeDrive with other tools, even if you are not a developer."
"Reporting capabilities of the solution could be improved."
"Pipedrive has some weaknesses against Salesforce. The documentation of Pipedrive could improve. They need more qualified documentation because I had to fix my colleague's work to correct the reports because they did not find how they can do it, or develop reports. There are some misunderstandings about how to do reporting."
"The integration possibilities with other systems could be better as well. We use it in connection with Octopus CRM, and there's room for improvement."
"You must pay more if you need an additional feature."
"The product is expensive."
"The form builder works even though it has some shortcomings...Also, the forms don't have the ability to avoid or stop people from signing up if they don't have a corporate email."
"We are using the lowest version of it. As we become more sophisticated, we might outgrow the tool, but there are features that are available in the higher-level versions, which I'm unfamiliar with, that might be able to meet the needs we would have in the future. They can maybe add some of the features to the basic version or make it more reasonably priced or free."
 

Pricing and Cost Advice

"The solution has a corporate enterprise license, which large corporations sign."
"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."
"I rate Microsoft Dynamics 365 Customer Service pricing a five out of ten."
"The pricing seems fair."
"In terms of cost, the product offers competitive pricing for its feature set."
"It is more expensive than other vendors."
"The tool is a bit on the expensive side if we purchase it individually."
"It is a decent price compared to multiple vendors and products available in the market."
"The solution is affordable."
"The price of Pipedrive has been reasonable."
"As of now, the pricing and value are quite good."
"The solution's pricing is excellant. It costs 65 dollars a month for top tier plan."
"We pay $1000 a month for the tool."
"Pipedrive is relatively more affordable than other solutions."
"On a scale of one to ten, where one is a low price, and ten is a high price, two or three. For us, everything is expensive because this is a startup, but for a normal company, it should be peanuts."
"Pipedrive is the most cost-effective in terms of the balance between cost and features. I would take Pipedrive over HubSpot or Zoho CRM. It's well-positioned on the market."
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Top Industries

By visitors reading reviews
Manufacturing Company
14%
Healthcare Company
11%
Government
9%
Financial Services Firm
9%
Educational Organization
28%
Computer Software Company
11%
Government
7%
Comms Service Provider
5%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

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 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.
What do you like most about Pipedrive?
The most valuable feature is the ability to create timelines and custom fields.
What needs improvement with Pipedrive?
New features sometimes seem bolted on rather than being smooth.
 

Overview

 

Sample Customers

Information Not Available
Samsung, Amazon, SkyScanner, TDW, Vimeo, ReMax, Festo
Find out what your peers are saying about Microsoft Dynamics 365 Customer Service vs. Pipedrive and other solutions. Updated: June 2025.
860,592 professionals have used our research since 2012.