Dynamics in a league of it's own

I have tried other CRM's in my career but none of them come close. The future of this product is incredibly bright and the cost to entry is so low that there is no reason not to give it a shot if you think it can help you. The Microsoft account management team will work with you to find the right fit for your needs and set you up for success.

Pros

I have used this software for over 7 years and over those years have seen it grow and improve at a remarkable rate. With the introduction of Flow/Power Automate and Canvas Apps the abilities of this business application stack are unmatched. You are truly only limited by your own imagination. Microsoft provides great account management resources that will help keep you on the cutting edge. From a price perspective, Dynamics is very competitive. What you get out of the box cannot be touched by any competitor namely, Salesforce. You will spend a fortune to get the same utility from a Salesforce implementation. Salesforce and competitors also do not have anything like Azure. Having all of your business application ecosystem under such an umbrella is incredibly powerful.

Cons

I have had less than ideal interactions with support. Mostly they are positive but often times they don't typically know enough about the product and will ask me for information that i already provided in detail upon initial case submission. That being said, this product is innovating and improving so much you can't possibly expect all the people supporting it to be 100% on top of their game. They SHOULD be but realistically you are going to run into people that are just intermediaries between you and someone that can actually help. This isn't really a Dynamics issue at all but you will need to rely on support if you go with an online installation.

Dynamics 365 Customer Engagement/Field Service are robust CRM and CMMS options

I have used CRM in D365 for a number of years, but have been recently through a reimplementation as the FieldOne Sky product was replaced with Field Service. This was a challenging project, but proved successful. We adopted the unified interface early on so had to deal with some bugs, but didn't want a lot of retraining right after implementation with the interface change.

Pros

The breadth of features across Field Service and typical CRM are impressive overall. The scheduling capabilities in Field Service (and now available for other scheduling items) are second to none (at least in other items compared to).

Cons

With the online version, we have run into few problems, but we do occasionally run into slow performance. This is not often, but when it does occur (slow page refreshes, especially in the scheduling tool) it can be painful for our users.

Great customizable software but a pain to learn/set up!

Overall this can be a fairly complicated software if you're used to more simple PM websites like Trello or Teamwork Projects. However, it is so customizable that it will basically work for any type of industry you're in. It helps us see all of our data, projects, production, and customer service in one spot instead of using different websites/softwares for each aspect of the business. I would highly recommend Dymanics, but go through their internal team to get it set up and take some training sessions first.

Pros

This is by far the most customizable project management software I have ever used. It helps keep our entire team on track, from the customer service to product team. We are able to write all the necessary information into every single job and track where it is in our system. We love the ability to tailor this platform to our specific needs. You can pretty much make this software work for any type of company you're working in.

Cons

This can be extremely frustrating and take a long time to set up and learn. If you transfer information over from a previous PM software, be prepared for a ton of copying & pasting. Luckily the Dynamics internal team was able to set everything up for us with a little direction, and we were back a forth a lot to get the platform to where we wanted it to be. After that, it took many tutorials and training sessions to learn all the ins-and-outs of the website, but it was worth it in the end.

Unresponsive, unintuitive, bug-riddled

I DO NOT recommend this product to ANYONE. The features which work only do so after weeks spent learning the software's bugs and avoiding them. This is not a finished product, and in the two years I have used it not a single issue has been resolved. Have the developers even attempted to use this? I am so far beyond being understanding of this thing's shortfalls, and I hope this is apparent in my review. Give my company a refund so that the money which Microsoft has NOT earned can be distributed to the employees who have spent hours of unproductive time compensating for Microsoft/D365/CRM's shortcomings.

Pros

It promises to deliver a comprehensive client management system, databases information for perusal by its users, and has a lot of potential.

Cons

The user interface is atrocious. Pages which should be full windows are contained in scroll bars in my browser window Tables within these windows are not scaleable and are improperly scaled. This cuts off row lables, column headers, and information which I would like to read but cannot Drop-down menus are not generated automatically Timesheets are sliding-windows nested within sliding-windows nested within sliding windows, all of which are compressed to less than half the height of my screen by an incompressible block of data. Timesheets wipe information without warning. New lines added to timesheets occasionally do not register, do not save, prevent submissions for review, and are undetectable until I close the timesheet, the information I entered is wiped, and I spend an hour trying to discern which portions of my billable (BILLABLE! I work by the hour, time spent on this costs my company money, costs me money by way of lost income earned in performance reviews, blatantly ruins my day, and ruins the fidelity of my timesheets by forcing me to try and back out my work for the day) The TIMER feature in timesheets, a STOPWATCH feature that should be a simple start/stop, cannot properly roll over between hours. If you restart the timer on a line, because (god-forbid) you start a task and the timer, stop the task and a timer, start a new task and a new timer, stop a new task and a timer, and restart the original task and its timer, the thing cannot simply add more time to the original line. No, when it reaches the next hour (1.4 -> 1.9 -> 2.0 -> 2.1 is expected and correct behavior) it just fails entirely, and continues to neglect full hours going forward. (1.4 -> 1.9 -> 0.0 -> 0.9 -> 0.0 -> 0.9 -> 0.0 -> 0.9). This is a baseline thing which i would consider only a slight step up in difficulty from not deleting my activity description (which CRM does frequently) But why am I having to rank timesheet features by difficulty? My company has paid for Dynamics 365 services, and it is functional to the minimum degree. Contact entries cannot be related to more than 3 cases? The "Recent Cases" table on the right is not one table - it's FIVE IDENTICAL TABLES arranged vertically along the right side of the screen. Of these, the top and the bottom entries CANNOT be used, and attempting to associate the Contact to a Case returns an error. The MIDDLE THREE tables only accept ONE ENTRY each - my contact is associated with DOZENS of case files, and I am limited to THREE? This list goes on. This product is awful. This is absolutely awful. DO NOT purchase this product. I am a baseline wage-earner in my company, and am not whatever customer-relations / customization employees Microsoft use to field customer complaints / cater this service, but whatever they are doing is doing done poorly.

A complete CRM

It is undoubtedly a software that takes an important factor in the management makes customers since being based on the cloud allows to keep the integration of the data apart the administration of the information becomes simpler and in an environment that significantly improves productivity and optimizes management time.

Pros

It is one of the best CRM due to the ability it offers in relation to customer service and other aspects that favor in terms of productivity of the company, in addition to integration with Microsoft Office tools favor many aspects when working and the the best point in favor of the software is that all the management is in the cloud, offering apart an interface that keeps everything in order according to our needs.

Cons

So far it has been a pleasant experience to use this software, I think a trial version is necessary for potential customers to enjoy an experience and see for themselves the capabilities of this product.