Microsoft Dynamics 365 Customer Service vs Pipedrive comparison

Microsoft Dynamics 365 Cust...

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Executive SummaryUpdated on Dec 19, 2024

Pipedrive and Microsoft Dynamics 365 Customer Service compete in the CRM and sales management category. Microsoft Dynamics 365 stands out due to its strong integration with Microsoft products, especially in enterprise environments, while Pipedrive appeals to smaller businesses for its strong deal tracking and automation features.

Features: Pipedrive offers intuitive Kanban views, customizable sales processes, and powerful reporting tools. Its automation enhances sales cycle efficiency. Microsoft Dynamics 365 excels in integration with tools like Power BI and Teams, offering a collaborative cloud-based environment and robust project management capabilities.

Room for Improvement: Pipedrive users highlight the need for better integration options, enhanced reporting documentation, and improved sales forecasting. Microsoft Dynamics 365 could improve its scalability, user interface, and provide easier integrations with non-Microsoft systems.

Ease of Deployment and Customer Service: Pipedrive provides flexible cloud deployment options and responsive support, although regional differences in assistance exist. Microsoft Dynamics 365 supports both on-premises and cloud deployment, offering substantial support but often involves initial interaction with chatbots before reaching human representatives.

Pricing and ROI: Pipedrive is considered cost-effective, offering significant value to small businesses with efficient sales management features, leading to good ROI. Microsoft Dynamics 365 is more moderately priced and suits larger enterprises due to its comprehensive features, though its complex licensing may challenge users. Pricing information for both is not specified here.

To learn more, read our detailed Microsoft Dynamics 365 Customer Service vs. Pipedrive Report (Updated: September 2025).

Microsoft Dynamics 365 Customer Service vs. Pipedrive

September 2025

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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:

Categories and Ranking

Microsoft Dynamics 365 Cust...

Ranking in CRM

11th

Average Rating

8.2

Reviews Sentiment

6.6

Number of Reviews

Ranking in other categories

No ranking in other categories

Pipedrive

Ranking in CRM

26th

Average Rating

8.2

Reviews Sentiment

7.2

Number of Reviews

Ranking in other categories

Local Government CRM (14th), Opportunity Management (4th), Sales Force Automation (9th)

Mindshare comparison

As of October 2025, in the CRM category, the mindshare of Microsoft Dynamics 365 Customer Service is 0.7%, up from 0.5% compared to the previous year. The mindshare of Pipedrive is 0.8%, up from 0.8% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM Market Share Distribution
Product	Market Share (%)
Microsoft Dynamics 365 Customer Service	0.7%
Pipedrive	0.8%
Other	98.5%

CRM

Featured Reviews

reviewer2748861

Head, Customer Experience Business Partnering - Corporate at a financial services firm with 10,001+ employees

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.

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Willem Lambrechts

Managing Director at Drebbel

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.

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Quotes from Members

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

Pros

"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."

"It has easy-to-use customization features."

"I mainly do customer management, setting records, and things like that."

"Microsoft Dynamics 365 Customer Service has valuable customization features."

"Dynamics CRM is highly effective for managing customer relationships and improving sales processes."

"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."

"It is easy to integrate with other tools, and the customer service is excellent."

"I find the advanced case management capabilities and the ability to track the SLAs of the product particularly valuable."

More Microsoft Dynamics 365 Customer Service pros

"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 valuable feature is the ability to create timelines and custom fields."

"It's very flexible and we can really fit it into our business model."

"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 usability of the solution is its valuable feature."

"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."

"The initial setup is straightforward."

"The most useful thing is the ability to create multiple pipelines and the flexibility in filtering and reporting."

More Pipedrive pros

Cons

"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 improve by providing internal scorecards for agents and much better staff ratings. There's room for enhancing the engagement features."

"The product is expensive. It keeps improving. Once you've invested a lot in it, switching to a different system is hard."

"They could improve the components to be more user-friendly. It needs to be more interactive for new users to operate."

"The things that are needed are not available in the documentation."

"The platform’s UI could be better."

"The interface could be more appealing and attractive for users."

"The solution could better integrate with other enterprise solutions."

More Microsoft Dynamics 365 Customer Service cons

"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."

"New features sometimes seem bolted on rather than being smooth."

"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."

"The automation process is challenging."

"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."

"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 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."

More Pipedrive cons

Pricing and Cost Advice

"In terms of cost, the product offers competitive pricing for its feature set."

"It is a decent price compared to multiple vendors and products available in the market."

"The solution has a corporate enterprise license, which large corporations sign."

"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."

"The tool is a bit on the expensive side if we purchase it individually."

"It is more expensive than other vendors."

"I rate Microsoft Dynamics 365 Customer Service pricing a five out of ten."

More Microsoft Dynamics 365 Customer Service pricing and cost advice

"As of now, the pricing and value are quite good."

"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."

"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."

"We pay $1000 a month for the tool."

"The solution's pricing is excellant. It costs 65 dollars a month for top tier plan."

"The product is expensive but provides valuable services."

"Pipedrive is relatively more affordable than other solutions."

"The price of Pipedrive has been reasonable."

More Pipedrive pricing and cost advice

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Top Industries

By visitors reading reviews

Financial Services Firm

14%

Manufacturing Company

14%

Computer Software Company

Government

Computer Software Company

14%

Outsourcing Company

13%

Retailer

Comms Service Provider

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	11
Midsize Enterprise	3
Large Enterprise	7

By reviewers
Company Size	Count
Small Business	9
Midsize Enterprise	1
Large Enterprise	3

Questions from the Community

What do you like most about Microsoft Dynamics 365 Customer Service?

Offers integration with hosted solutions.

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?

With the integration of AI, it has become a game changer. Currently, we do not look forward to any new features, as we are satisfied at the moment. However, it is possible we might develop other re...

What do you like most about Pipedrive?

The most valuable feature is the ability to create timelines and custom fields.

What is your experience regarding pricing and costs for Pipedrive?

The pricing is satisfactory.

What needs improvement with Pipedrive?

New features sometimes seem bolted on rather than being smooth.

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Product Reports

Microsoft Dynamics 365 Customer Service

October 2025

Microsoft Dynamics 365 Customer Service report

Download Microsoft Dynamics 365 Customer Service product report

Download Pipedrive product report

October 2025

Overview

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

Pipedrive CRM, a SOC 2 Certified Service Provider, is built around activity-based selling. It ensures total visibility through its Pipeline Management tool with a clear visual interface that prompts you to take action, remain organized and stay in control of a complex sales process, Sales Reporting that provides visual report, understands pipeline metrics, tracks and tests sales process and shows sales split by product. Pipedrive CRM boosts productivity, optimizes the Sales Process, It has an import/export feature that safeguards against human error. It is fully customizable, has multiple usage possibilities and can automatically creates contacts in your pipeline.

Sample Customers

Information Not Available

Samsung, Amazon, SkyScanner, TDW, Vimeo, ReMax, Festo