This customer relationship management solution best services mid-market and enterprise organizations. It offers industry-specific solutions that meet the needs of various industries, including government, financial services, manufacturing, healthcare, retail, and education, to name a few. The latest 2013 is a global solution offered in 41 different languages and is ideal for organizations that are committed to the Microsoft stack.
Microsoft Dynamics CRM online offers strong capabilities in sales force automation, customer data management, marketing automation, customer service, and analytics. Notable improvements with the latest release include an improved user interface (UI) and custom dashboards. The new UI requires fewer clicks and has better visualizations. It also provides role-based views to personalize the user experience. Pre-packaged dashboards are available, but users can also create custom ones for monitoring business and personal performance. With the release of the new digital marketplace, users have access to hundreds of applications that can easily be integrated to increase functionality and enhance their solution.
You might opt for a hosted Microsoft CRM solution to cut down on IT and network infrastructure costs. These systems are delivered directly through Microsoft or a hosting partner. Both utilize the same UI, though pricing, value-add features and restrictions may vary. It's important to ask about these differences during your Microsoft Dynamics CRM demo. Users can also easily migrate data from spreadsheets or retired programs. Be sure you discuss such data migration and workflow customization needs before setting up your Microsoft Dynamics CRM trial.
This system has a true multi-tenant architecture and is offered in both on-demand and on-premise deployments. It operates on the .NET framework, allowing developers to integrate other applications using web services technologies. The 2011 release offers native integration with Microsoft Dynamics NAV and SharePoint. This increases interaction between front and back office applications, resulting in an overall boost in productivity. The Microsoft Dynamics Marketplace provides a single location for developers to create and publish their products developed on the .NET platform, all of which can be easily integrated to enhance the solution.
In 2012, the company released advanced mobile capabilities that enables users to access their customer relationship management tools from virtually any device, including Windows Phone 7, iPad, iPhone, Android and Blackberry. The update also enhanced Web browser options, with compatibility with Internet Explorer, Firefox, Safari, or Chrome. The company also in recent years enabled social activity feeds. Similar to Facebook, users can like or unlike activities in a coworker or customer feed. Managers can also filter status updates by record, topic or customer. This feature make its easier for management to monitor the most relevant information.
Benoit from ACE-CRM
Portfolio size: 11 to 20 users
- Microsoft-oriented: if you use Office, you will find similar navigation rules.
- Internet Explorer client: flexibility provided by web pages.
- Process-oriented: guide you through your process steps.
Some improvements could be done regarding the marketing features, but I think it is a decision from Microsoft to rely on external tools for that part.
As explained in the Like Best section, the application is close to perfection.
They release updates frequently. An external provider is needed for deploying the solution and training users.
Microsoft is a big player. They continually improve the product based on users' feedback. The tool is very versatile. Based on your needs, it can be quickly deployed without developer's intervention. If your needs are very specific, the tool is highly customizable. The last version is close to perfection. I would not enumerate the list of features.
The little flaws from previous versions were removed in the last update. More customizations can be done by a business analyst. The only thing is still the mass emailing features. You would need an external tool that could be integrated like Marketo, ClickDimensions, or MarketingPilot (which was recently bought by Microsoft).
You should ask yourself some questions:
- Who will use the CRM tool?
- How will your CRM needs evolve?
- How can your CRM tool be integrated with your other applications?
- What are the analytics features offered?
- How will the users welcome and adopt the tool?
Based on the answers, you will be able to find the best application matching your needs. All tools are different, each with its own strengths and weaknesses. The most important point is the flexibility. For example, if it requires two days for adding a fields, just run away.