4 out of 5.0, Reviewed Nov 8, 2016
Overall a robust implementation with good support from the vendor.
Don't underestimate the customer data challenge.
Range of functionality
Implement a different approach to selecting our implementation partner - this took a couple of attempts to get right.
4 out of 5.0, Reviewed Nov 8, 2016
The product performed up to expectations and was easily integrated within the business without major change management. One criticism would be around the complexity of integration with Outlook which is a shame withstanding the fact that it is a Microsoft product.
roadmap of versioning between the microsoft products. Ensuring the right carrot is available for the salesforce to use to the tool
user friendlyness, ease of installation, little change management needed to understand the tool
complexity of integration
gave us a QUICK solution on Outlook integration other than "move to office 365"
Again, I would have checked the integration or how to integrated SEAMLESSLY with Outlook as the major barrior from the salesforce remains around the fact that they now have to track to agendas. One on the CRM and the other in Outlook. Futhermore, the pricing integration with SAP is yet to be simple.
3 out of 5.0, Reviewed Nov 3, 2016
The business was not prepared to own the activities of what it took to maintain the tool. We are going through a reimplementation process next year and believe that the software has all of the capabilities we need.
Clarity on the business processes needed to ensure information is accurate.
I've heard the cloud version had performance issues in the past, not sure where they are at today from a performance perspective.
Business drive the project and ownership of tool versus IT
4 out of 5.0, Reviewed Oct 25, 2016
Microsoft Dynamics CRM is one of the best on the market and has a host of tools that allows each business to tailor fit the system to meet their specific needs. I have worked with other CRMs like Clientele and SalesForce. While both of those have their merits, Dynamics overall has the best features while remaining easily customizable. Leveraging the Dynamics CRM has allowed our business to streamline the lead to opportunity process and close deals faster. We have been able to expand the services provided to our sales team through dashboards, views, and user managed reporting. The system integrates seamlessly with Excel and MS Word for an excellent user experience. Since our initial implementation we have been able to roll out several more entities that cover our real estate team, our franchise administration team, and our operations team. The system is easy and intuitive to navigate and as a result it has become the hub for all of our franchisee data, contractual data, and through integration with SharePoint a repository for our franchisee related documents.
Business Analysis, make sure that each department is engaged and understands what the system can do. Capture their requirements, and then review them. If something does not make sense, show the stakeholders a better alternative. This system is very powerful, and often people will structure their requests around something they have used in the past. Make sure they know how CRM would handle it and how effecient things can become.
Its flexibility, you can pretty much do anything with the data and build many custom entities, reports, views, dashboards, etc. Once trained, it is a very comfortable and logical system to work in.
Probably should have more color options, the blue and gray can be a bit bland. It's a great tool, there is very little to dislike and I cannot think of any functional item.
Support could be quicker, but this largely depends on the arrangement you have with MS and with the level of severity. Generally MS has been very good to deal with regarding CRM.
If we started this project over again I think we would spend more time helping all units of the business understand the capabilities of Dynamics CRM. I think a larger involvement would allow us to have launched more entities initially and given the tool the exposure within the business to broaden acceptance and system knowledge earlier in the process. The third party we used began with a set of custom code that was originally CRM 4.0, we should have had the vendor re-create that code so that it was compliant for our 2013 upgrade. This caused some extra work during that time. Once updated though migrating to 2015 was a snap.
3 out of 5.0, Reviewed Oct 19, 2016
SaaS implementation. Primary vendor sub-contracted to third party for development and integration into ERP. Added complexity.
Have a clear understanding of all required integrations going into the implementation. Spend adequate time in the Design phase to flesh out these details.
Not yet implemented. Will know once implementation is complete.
Not sub-contract out some of the critical work elements.
Choose a MS partner with experience supporting larger organizational implementations. Not allow for a sub-contract relationship, as this caused confusion and added a layer that created communication issues.
Service adequate. Not yet in production so can't speak to support element yet.
4 out of 5.0, Reviewed Oct 17, 2016
does not handle customizations well
better explained the consequences of customization
not customize so much; use more soa
5 out of 5.0, Reviewed Oct 17, 2016
Very mature implimentation documentation, partners and resources
Flexibility for reporting, views, etc.
Security model, esculations
Not use as much Xm code to customize
Think thru the security model for future needs while setting it up.
Support is timely and helpful.
3 out of 5.0, Reviewed Aug 16, 2016
Dynamics is unwieldy and difficult to work with--this is likely due to the number of custom integrations that we had to build. Also, it doesn't integrate seamlessly with HubSpot and other applications.
Make sure you identify current as well as future needs. It's difficult to switch CRM platforms once you make an investment in any one solution from a vendor. In many cases, customizations are unavoidable if your business has unique requirements.
Improve the number of integrations applications supported.
If we didn't build so many custom integrations, we would have adopted Salesforce instead.
Product addresses most needs, but the lack of extending views and CRM to partners and VARs impact usefulness.
4 out of 5.0, Reviewed Aug 16, 2016
Implementation and use was easy for the development staff and reduced development cost.
ensure customers have a clear understanding of the requirements needed.
ensure the use cases for using CRM adequately covered the majority of customer needs.
I have no interaction with the support aspect.
3 out of 5.0, Reviewed Aug 15, 2016
On-premise installation required much effort to maintain. Looking to migrate to CRM cloud.
CRM is a popular product and there is a large user community to draw experiences from.
Make available architects help migrate to CRM cloud.
Less customization and put more effort to migrate to cloud version. Fully utilize other capabilities of the product rather than using it as primarily a form data capture application.
We find that we often know more about the software than the people assigned to help us fix isues.