Microsoft Dynamics CRM vs Service Creatio comparison

Microsoft and Creatio are both solutions in the CRM Customer Engagement Centers category. Microsoft is ranked #2 with an average rating of 8.2, while Creatio is ranked #11 with an average rating of 9.0. Microsoft holds a 19.8% mindshare in CCEC, compared to Creatio’s 2.5% mindshare. Additionally, 93% of Microsoft users are willing to recommend the solution, compared to 100% of Creatio users who would recommend it.

Microsoft Dynamics CRM

Read 79 Microsoft Dynamics CRM reviews

5,816 Views
698 Comparison Views

93% willing to recommend

Service Creatio

Read 3 Service Creatio reviews

382 Views
115 Comparison Views

100% willing to recommend

Microsoft Dynamics CRM

Service Creatio

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Executive SummaryUpdated on Jun 29, 2025

Microsoft Dynamics CRM and Service Creatio compete in the customer relationship management sector. Microsoft Dynamics CRM has a competitive edge with its integration capabilities, whereas Service Creatio is superior in customization features and automation, making it more appealing for businesses desiring tailored solutions.

Features: Microsoft Dynamics CRM offers seamless integration with Microsoft Office, LinkedIn Sales Navigator, and other Microsoft products, which is beneficial for businesses requiring comprehensive business analytics. Service Creatio provides extensive automation tools, adaptable workflows, and agile customization, which are appealing for businesses needing flexible solutions.

Ease of Deployment and Customer Service: Microsoft Dynamics CRM provides flexible deployment with options for cloud and on-premises, supported by a wide range of consulting services. On the other hand, Service Creatio is primarily cloud-based, facilitating rapid implementation with streamlined customer support, which benefits organizations looking for efficient setup.

Pricing and ROI: Microsoft Dynamics CRM usually involves a higher initial setup cost due to its broad capabilities and flexible deployment options, but offers substantial ROI for enterprises. Service Creatio, often competitively priced, presents quicker ROI due to lower initial costs and swift deployment, appealing to businesses with limited budgets seeking quick returns.

To learn more, read our detailed Microsoft Dynamics CRM vs. Service Creatio Report (Updated: September 2025).

Buyer's Guide

Microsoft Dynamics CRM vs. Service Creatio

September 2025

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Helped 872,706 peers since 2012

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 CRM

Ranking in CRM Customer Engagement Centers

2nd

Average Rating

7.8

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

CRM (1st), Local Government CRM (1st), Marketing Management (2nd), Sales Force Automation (1st)

Service Creatio

Ranking in CRM Customer Engagement Centers

11th

Average Rating

9.0

Reviews Sentiment

7.6

Number of Reviews

Ranking in other categories

Customer Experience Management (16th)

Mindshare comparison

As of October 2025, in the CRM Customer Engagement Centers category, the mindshare of Microsoft Dynamics CRM is 19.8%, down from 25.4% compared to the previous year. The mindshare of Service Creatio is 2.5%, up from 1.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM Customer Engagement Centers Market Share Distribution
Product	Market Share (%)
Microsoft Dynamics CRM	19.8%
Service Creatio	2.5%
Other	77.7%

CRM Customer Engagement Centers

Featured Reviews

NavinJacob

Chief Digital Officer at Cipher7

Has enabled seamless integration across platforms while supporting advanced analytics for customer insights

Microsoft Dynamics CRM doesn't provide solutions that allow you to transform easily if you have a heterogeneous mix of technologies or if your contact center is on analog and you try to digitize it. A lot of custom work is needed if you have to integrate heterogeneous technologies with the Microsoft suite, but if you are using the Microsoft suite, then it's quite seamless. Microsoft Dynamics CRM should add commercial models that allow smaller companies to use it because it can get pretty expensive. Better commercial options for smaller implementations may be helpful. There should be commercial options for smaller companies, as the overheads and costs of Dynamics can be quite high.

Read full review

Julio Falcon

IT-Director (CTO) at No Code Services

Customization and process automation enhance support operations, but interface consistency could improve

At this time, there is not specifically something to improve regarding Service Creatio, but a couple of years ago, Creatio started developing a new version called Freedom UI with new interfaces. The new interfaces are amazing, but we still have some features in Classic UI that we cannot use in Freedom UI. What we miss is having all features in Classic available in Freedom. Creatio works every three months to release new features, but they are taking too much time to make all those features available. We could use more time. There are a lot of business rules we can use in Classic UI, but we cannot use many of those business rules in the Freedom UI because of the different interfaces. We miss several kinds of business rules or conditions that we could use in the design of the application or interfaces to the customer. For instance, I had a feature to introduce a formula graphically, but I can only use very basic formulas in the latest release. In Classic UI, we have powerful formulas, but in Freedom UI, I am limited to direct files from the current screen. The only thing I miss is having all the features from Classic UI available in Freedom UI. For instance, managing duplicated records is a feature that we can easily use in Classic UI, but in Freedom UI I cannot merge contacts to resolve duplicates, which is not available yet.

Read full review

Quotes from Members

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

Pros

"Microsoft Dynamics is user-friendly and intuitive. It's easy to understand how it works."

"Microsoft Dynamics CRM has plenty of valuable features."

"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."

"Microsoft Dynamics CRM is easy to use, the UI is very good, and it has many capabilities."

"The most valuable feature in Microsoft Dynamics CRM is funneling."

"The most valuable feature of Microsoft Dynamics CRM is its ease of use."

"I like that Microsoft Dynamics CRM works, and it's been okay. I like that it is a stable solution. My main reason for using it is that it is stable and meets our requirements from a functionality point of view."

"The most valuable feature is that it's easy to use and can work with any Microsoft solution without problems."

More Microsoft Dynamics CRM pros

"Service Creatio is a great tool in process automation."

"You can draw a video map or draw on a piece of paper and put it in creation using the designer tool."

"Our customers have seen value and efficiency using this solution."

Cons

"We had to do some customizations on top and it got a bit cumbersome."

"This is a good tool, but if you don't have experience using a CRM solution, there are a lot of things you'll need to learn. This tool needs to be more user-friendly."

"Microsoft Dynamics CRM can improve the integration with the other system. If they have more flexibility to connect with another system it will be more effective."

"Technical support could be faster and more responsive."

"Microsoft Dynamics CRM could improve by making it easier to export data to SharePoint because most of our customers use SharePoint. They have to log into a Microsoft environment platform from their SharePoint for access should be made easier. Additionally, if the customer portal was enhanced for it to be customized it would be a benefit."

"Microsoft Dynamics CRM can improve by adding more artificial intelligence. Additionally, they should add more modules, such as account-based management, that are available on other platforms such as salesforce.com."

"Many customers feel the overheads of cost and ROI are not present, prompting them to consider migrating out of Microsoft Dynamics CRM or minimizing their footprint to manage costs effectively, especially in sectors such as banking and airline."

"My company's biggest challenge with Microsoft Dynamics CRM is wanting to market solely to leads without having to create a contact and link the contact to the lead. From a marketing standpoint, there's room for improvement in the lead process of Microsoft Dynamics CRM."

More Microsoft Dynamics CRM cons

"The return material authorization should utilize no-code or low-code."

"The customer self-portal is not good. Service Creatio has a special capability for external customers and users to access the web portal, but we had to use third-party solutions developed by us."

"Despite me telling them that Service Creatio has many certifications to protect data, they chose on-premise, which has created issues, as they must be responsible for updates, upgrades, and new releases."

Pricing and Cost Advice

"We have a three-year ELA with all our Microsoft solutions and often we had to do a true-up which was approximately $1,000,000. Additionally, we pay approximately $2,500 a month for support."

"I'm not aware of any licensing costs for Microsoft Dynamics CRM."

"The solution is expensive."

"There is a license required to use Microsoft Dynamics CRM."

"Microsoft Dynamics CRM is an expensive solution. However, most good CRMs are expensive."

"Dynamics CRM's pricing is fair."

"The annual license for Microsoft Dynamics CRM could be reduced, it is expensive."

"Licensing fees are paid on a monthly basis."

More Microsoft Dynamics CRM pricing and cost advice

Information not available

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Top Industries

By visitors reading reviews

Computer Software Company

10%

Financial Services Firm

10%

Government

Manufacturing Company

No data available

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	41
Midsize Enterprise	22
Large Enterprise	19

No data available

Questions from the Community

What do you like most about Microsoft Dynamics CRM?

The most valuable features of Microsoft Dynamics CRM are all the filters and possible reports.

See all answers

What needs improvement with Microsoft Dynamics CRM?

Microsoft Dynamics CRM needs to be improved in the visibility of add-on costs for end users, which can sometimes be tricky. On the reporting side, while there are various tools for reporting, they ...

See all answers

What is your primary use case for Microsoft Dynamics CRM?

I use Microsoft Dynamics CRM in my day-to-day customer management tasks. Our usual use cases for Microsoft Dynamics CRM include task management and sales.

See all answers

What do you like most about Service Creatio?

You can draw a video map or draw on a piece of paper and put it in creation using the designer tool.

See all answers

What needs improvement with Service Creatio?

See all answers

What advice do you have for others considering Service Creatio?

My advice for those looking to use Service Creatio is to have a clear understanding of what they need to solve with the tool. Many companies lack professionals who understand the requirements to im...

See all answers

Comparisons

ServiceNow vs Microsoft Dynamics CRM

Compared 18% of the time

SAP CRM vs Microsoft Dynamics CRM

Compared 17% of the time

Salesforce Sales Cloud vs Microsoft Dynamics CRM

Compared 11% of the time

Salesforce Service Cloud vs Microsoft Dynamics CRM

Compared 7% of the time

Siebel CRM vs Microsoft Dynamics CRM

Compared 6% of the time

More Microsoft Dynamics CRM Competitors

Salesforce Sales Cloud vs Service Creatio

Compared 32% of the time

Zendesk vs Service Creatio

Compared 18% of the time

Freshdesk vs Service Creatio

Compared 17% of the time

IFS Cloud Platform vs Service Creatio

Compared 14% of the time

More Service Creatio Competitors

Product Reports

Buyer's Guide

Microsoft Dynamics CRM

October 2025

Download Microsoft Dynamics CRM product report

Buyer's Guide

CRM Customer Engagement Centers

October 2025

Download Service Creatio product report

Also Known As

Dynamics CRM, MS Dynamics CRM

bpm’online customer service, bpm’online service enterprise

Overview

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.

Microsoft

Intelligent service management platform to accelerate service delivery and customer delight

Service Creatio offers out-of-the-box processes based on industry best practices for medium and large organizations. Manage customer requests and automate service operations by following pre-defined processes for customer care excellence. Creatio recognized in Gartner 2016 Magic Quadrant for the CRM Customer Engagement Center, as well listed in Five Categories of The Gartner CRM Vendor Guide 2016 (SFA, Partner Relationship Management, Inside Sales and Customer Service Software).

Creatio

Sample Customers

Metro Bank, Nissan, Pandora, Delta, Haynes International, City of London, Trek and many more market leaders.

Health e(fx), People 2.0, Citilink, Dealer eProcess (DEP)

Buyer's Guide

Microsoft Dynamics CRM vs. Service Creatio

September 2025

Free Report: Microsoft Dynamics CRM vs. Service Creatio

Find out what your peers are saying about Microsoft Dynamics CRM vs. Service Creatio and other solutions. Updated: September 2025.

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