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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

"It is easy to integrate with other tools, and the customer service is excellent."
"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."
"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."
"I find the advanced case management capabilities and the ability to track the SLAs of the product particularly valuable."
"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."
"It has easy-to-use customization features."
"Dynamics CRM is highly effective for managing customer relationships and improving sales processes."
"It is a stable platform."
"The most valuable feature is the ability to create timelines and custom fields."
"The most useful stuff for me is that it's very flexible with all the data structures...Stability-wise, I rate the solution a ten out of ten."
"It's very flexible and we can really fit it into our business model."
"Pipedrive makes it easy to understand who I'm talking to at a glance. It has all the activities, node features, opportunity interface, deal interface, and time drive deals.The sales process is extremely simple, which saves me time and energy. I can send the document for e-signature and make the most out of my deals. I can automatically send emails and phone calls. You need to do only a little API programming. It offers massive flexibility. You can run an entire enterprise on the platform. The ease of use facilitates huge adoption."
"The most useful thing is the ability to create multiple pipelines and the flexibility in filtering and reporting."
"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 solution is pretty easy to use and intuitive."
 

Cons

"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."
"They could improve the components to be more user-friendly. It needs to be more interactive for new users to operate."
"The product is expensive. It keeps improving. Once you've invested a lot in it, switching to a different system is hard."
"The product doesn’t meet standard functionality. There should be enough features included in it."
"I am looking forward to the support function."
"The initial setup was not very straightforward because assigning the new processes with 365 was a bit complex."
"The product integration with our on-premise systems was challenging due to the specific protocols required. Simplifying this process would be beneficial."
"The interface could be more appealing and attractive for users."
"The product is expensive."
"Reporting capabilities of the solution could be improved."
"The platform could be even more robust."
"Pipedrive could be more efficient. I want the management to be more transparent so it's easier to monitor the sales team's activities and results and do business forecasting. It would help them to improve the quality of the sales cycle."
"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."
"The automation process is challenging."
"The tool's APIs are challenging. It should also be compliant with HIPAA, FINRA and GLBA. The data centers should be within US so that they are compliant with regulations."
"You must pay more if you need an additional feature."
 

Pricing and Cost Advice

"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."
"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."
"It is more expensive than other vendors."
"It is a decent price compared to multiple vendors and products available in the market."
"The tool is a bit on the expensive side if we purchase it individually."
"The pricing seems fair."
"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 is affordable."
"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."
"The price of Pipedrive has been reasonable."
"Pipedrive keeps increasing the prices, which is becoming a bit annoying. It was reasonable when we started, but now they're increasing all the time."
"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."
"The product is expensive but provides valuable services."
"Pipedrive is relatively more affordable than other solutions."
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Top Industries

By visitors reading reviews
Manufacturing Company
14%
Financial Services Firm
12%
Healthcare Company
10%
Government
9%
Educational Organization
24%
Computer Software Company
11%
Government
7%
Comms Service Provider
6%
 

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: July 2025.
860,711 professionals have used our research since 2012.