Find out what your peers are saying about Salesforce, Microsoft, ServiceNow and others in CRM Customer Engagement Centers.
I would rate customer support as ten out of ten.
While the support operates within their standard SLA, it can be difficult to speak directly with someone over the phone.
Sometimes the technical support for Microsoft Dynamics CRM is not qualified enough, and in some situations, we know the tool better than they do.
On-premise support is generally not as effective as the cloud support that Pega currently provides.
The speed and quality of response could be improved.
Microsoft Dynamics CRM is highly scalable, rated at ten, even fifteen out of ten.
I would give it a ten out of ten for scalability.
There are limitations in scaling as RPA is not a scalable solution.
I would rate it ten out of ten.
On a scale from one to ten, stability would rate at three.
More use-case-oriented material should be provided to help users and implementers learn how to do more, faster.
Microsoft Dynamics CRM needs improvement in simplifying the setup and configuration process, which can be relatively complex when we want all features to work properly.
Pega Robotic Process Automation is a temporary solution to a bigger issue, and the cost of implementation especially with Pega really stops customers from proceeding.
The pricing of Microsoft Dynamics CRM can be complex due to Microsoft's complicated licensing model.
Microsoft Dynamics CRM costs about $110 to $115 per user per month, following a recent price increase.
The backend storage integrates seamlessly with OneDrive, and the solution offers robust security features, including Azure integration, two-factor authentication (2FA), and comprehensive audit trails.
The most valuable feature of Microsoft Dynamics CRM is its integration with Outlook and other Microsoft products like Microsoft 365, which includes emails, Teams, and SharePoint.
I can also create fields and customize them according to my needs.
The number of human steps that have been eliminated is significant, and we try to maximize straight-through processing.
| Product | Market Share (%) |
|---|---|
| Microsoft Dynamics CRM | 19.8% |
| Salesforce Service Cloud | 14.2% |
| ServiceNow Customer Service Management | 9.4% |
| Other | 56.6% |
| Product | Market Share (%) |
|---|---|
| Pega Robotic Process Automation | 3.4% |
| UiPath Platform | 17.9% |
| Microsoft Power Automate | 17.7% |
| Other | 61.0% |
| Company Size | Count |
|---|---|
| Small Business | 40 |
| Midsize Enterprise | 22 |
| Large Enterprise | 19 |
| Company Size | Count |
|---|---|
| Small Business | 5 |
| Midsize Enterprise | 4 |
| Large Enterprise | 17 |
Microsoft Dynamics CRM is a comprehensive customer relationship management solution that helps businesses streamline their sales, marketing, and customer service processes. With its user-friendly interface and powerful features, it enables organizations to effectively manage their customer interactions and drive business growth.
One of the key features of Microsoft Dynamics CRM is its sales automation capabilities. It allows sales teams to track leads, manage opportunities, and close deals more efficiently. The solution provides a centralized platform for managing customer information, enabling sales representatives to access real-time data and make informed decisions. It also offers tools for forecasting, pipeline management, and sales analytics, helping businesses optimize their sales processes and drive revenue growth.
In addition to sales automation, Microsoft Dynamics CRM offers robust marketing automation features. It enables marketers to create and execute targeted marketing campaigns, track campaign performance, and generate actionable insights. The solution provides tools for lead management, email marketing, social media integration, and customer segmentation, allowing businesses to engage with their customers effectively and drive marketing ROI.
Furthermore, Microsoft Dynamics CRM helps organizations deliver exceptional customer service. It provides a unified view of customer interactions, enabling customer service representatives to deliver personalized and timely support. The solution offers case management, a knowledge base, and self-service portal capabilities, empowering customers to find answers to their queries and resolve issues on their own. It also provides tools for service analytics and reporting, helping businesses identify areas for improvement and enhance customer satisfaction.
With Pega Robotic Process Automation (RPA), organizations can automate the mundane, tedious, time-consuming, manual work that is hampering productivity and efficiency. Whether adjudicating claims, onboarding customers or employees, reconciling financials, updating customer information in systems record, Pega RPA can manage the work across your enterprise.
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