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crm-customer-engagement-center microsoft All Markets > CRM Customer Engagement Center

Microsoft

4.0 out of 5.0 (2 ratings)

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  • 4 out of 5.0, Reviewed

    Product(s): Microsoft Dynamics Customer Engagement

    Good implementation, flexible product, choose your implementation partners wisely.

    Overall Comment

    The experience was an overall good one. For the most part we have been able to deliver on much of the expectations. We did experience some issues at the start where we overestimated our 3rd party vendor's ability to integrate well between CRM and other applications. Also, they had experience with older versions which we thought, incorrectly, would translate seamlessly to this version. Hence the project moved much more slowly than we had anticipated, and we are finding that there are portions that need to be re-done. Having said that, we are finding that by using Dynamics CRM as a base platform driving customer engagement experiences, we have been able to work with multiple 3rd party vendors in building out solutions for various use cases. Key to the endeavour though is a sound, comprehensive initial design. We've also found that vendors who are focused on CRM as a development platform work best, as opposed to general purpose developers for whom this is one of many platforms with which they integrate and who are therefore not always able to fully leverage existing functionalities. We were also able to take advantage of other applications already written to address some of our use cases on this platform. This is one of the reasons that we went on-premises as we found that we had difficulty implementing some add-ons in the cloud (though our vendords had said it should be possible) without unacceptable limitations. The other driver for on premises was cost. All in all, a good implementation on which we seek to build.

    What one piece of advice would you give other prospective customers?

    Use the trial versions of the product beforehand. Become somewhat acquainted with its capabilities so that you are able to play a greater role in determing the solution architecture. The solution is very flexible, so unless there is some really driving need do not allow vendors to 'persuade' you to purchase a bunch of 3rd party products, which you will still have to customize to get them to work together! Ensure that the add-ons add REAL value, and not just commission for the develoepr, or covers up a weakness that they have.

    What do you like most about the product or service?

    It's flexibility. It really can be seen as a development platform. There is a lot of functionality that comes out of the box and can make the tool very useful immediately, but the ability to extend through its API is pretty amazing.

    What do you dislike most about the product?

    It's flexibility can also be a disadvantage - you have numerous ways to mess up. The licensing approach, as with many Microsoft products is too complex, and the cost remains too high.

    What one thing do you wish the vendor did differently?

    Focus on my needs and solution rather than selling licenses.

    If you could start over, what would your organization do differently?

    1. More in-depth review of our implementation partners. 2. Greater participation in the actual technical design of the solution. 3. Reduce the spread of involved users, but for those you involve bring them on early. We brought on too many people during an initial testing phase - without adequately (benefit of hindsight) sharing the vision. 4. Consolidated design phase and then handle the individual development projects or use cases as possible separate implementations.

    Service & support - overall comment

    We have not had a great need to go back to Microsoft for service and support, as we have doen this primarily through our 3rd party vendors.


  • 4 out of 5.0, Reviewed

    Product(s): Microsoft Dynamics Customer Engagement

    Adoption was easier as the interfaces were very familiar to the end users

    Overall Comment

    Integration with the overall Microsoft suite makes user adoption easier.

    What one piece of advice would you give other prospective customers?

    As with all CRM implementations, business sponsorship is key. IT cannot roll this out, the business units must with IT assistance for it to be successful. This is the same irrespective of the vendor that you choose.

    What do you like most about the product or service?

    Ease of integration, feature rich future roadmap

    What one thing do you wish the vendor did differently?

    Longer release cycle

    If you could start over, what would your organization do differently?

    Ensure we had fully mapped out the challenges of connecting to the Cloud platform in an environment where Office 365 has not been implemented. Our firewall architecture meant that it was not a trivial exercise to allow end users access the Dynamics cloud

    Service & support - overall comment

    There has not been a signifigant requirement to utilise support, where it has been used it has been satisifctory


Ratings Overview

1 2 3 4 5
Section
1

Evaluation & Contracting

Overall rating of product evaluation and contract negotiation

(2)
4.0

Timely and complete response to product questions

(2)
5.0

Pricing and contract flexibility (pricing and terms)

(2)
3.5
1 2 3 4 5
Section
1

Integration & Deployment

Overall rating of integration and deployment

(2)
4.0

How long did your deployment take?

3 - 6 months (<6)

9 - 12 months (<12)


Availability of quality 3rd-party resources (integrators, service providers, etc.)

(2)
4.0

Ease of integration using standard APIs and tools

(2)
4.0

Quality and availability of end-user training

(2)
4.0

Ease of deployment

(2)
4.0
1 2 3 4 5
Section
1

Service & Support

Overall rating of service and support

(2)
3.0

Did you purchase a support package from the vendor?

Yes

No


Timeliness of vendor's response

(2)
4.0

Was the support package worth it?

I'm unsure


Quality of technical support

(2)
3.0

Quality of peer user community

(2)
3.0
1 2 3 4 5
Section
1

Product Capabilities

Overall rating of product capabilities

(2)
4.5
Section
1

Additional Context

What was the nature of your involvement? Multiple responses allowed.

Executive Sponsor

Vendor/Product Selection


Why did you purchase the software or service? Multiple responses allowed.

Improve customer relations/service

Create internal/operational efficiencies

Drive revenue growth

Enhance decision making

Improve business process agility

Improve business process outcomes

Improve compliance & risk management


What were the key factors that drove your decision? Multiple responses allowed.

Pre-existing relationships

Product functionality and performance

Financial/organizational viability

Overall cost

Product roadmap and future vision


In which region(s) did your deployment take place? Multiple responses allowed.

Europe, Middle East and Africa

Latin America