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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

"Dynamics CRM is highly effective for managing customer relationships and improving sales processes."
"I find the advanced case management capabilities and the ability to track the SLAs of the product particularly valuable."
"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."
"In terms of the overall experience with the customer database, it has probably brought me significant time savings, about 30 percent."
"It has easy-to-use customization features."
"It is easy to integrate with other tools, and the customer service is excellent."
"I mainly do customer management, setting records, and things like that."
"It is a stable product."
"The most useful thing is the ability to create multiple pipelines and the flexibility in filtering and reporting."
"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 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 initial setup is straightforward."
"The most valuable feature is the ability to create timelines and custom fields."
"The solution is very stable."
"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."
 

Cons

"They could add a new chart or dashboard for visualization in the product."
"I am looking forward to the support function."
"I believe enhancing the user interface to improve user experience and simplifying customization processes would enhance the platform."
"The product doesn’t meet standard functionality. There should be enough features included in it."
"The technical support should be dramatically improved."
"The product could be serverless."
"The product integration with our on-premise systems was challenging due to the specific protocols required. Simplifying this process would be beneficial."
"There are some occasional performance issues."
"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."
"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 automation process is challenging."
"You must pay more if you need an additional feature."
"The platform could be even more robust."
"Reporting capabilities of the solution could be improved."
"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."
"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."
 

Pricing and Cost Advice

"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."
"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 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 has a corporate enterprise license, which large corporations sign."
"The pricing seems fair."
"It is more expensive than other vendors."
"The solution is affordable."
"We pay $1000 a month for the tool."
"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."
"The solution's pricing is excellant. It costs 65 dollars a month for top tier plan."
"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."
"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."
"The product is expensive but provides valuable services."
"The price of Pipedrive has been reasonable."
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Top Industries

By visitors reading reviews
Manufacturing Company
14%
Financial Services Firm
12%
Healthcare Company
10%
Government
8%
Educational Organization
20%
Computer Software Company
12%
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.
860,825 professionals have used our research since 2012.