Microsoft Dynamics 365 is a suite of business management apps that includes built-in customer relationship management (CRM) functionality. This CRM functionality was previously offered as a standalone solution under the name of Dynamics 365 Customer Engagement. Microsoft recently changed the name of this product line by folding Dynamics 365 Customer Engagement into the Dynamics 365 solution as a part of a larger system, instead of a standalone solution. Now that Dynamics 365 Customer Engagement is no longer an official product title, the name implies Dynamics 365 CRM functionality in general. The new name doesn’t imply a change to the quality of the software product. Microsoft Dynamics 365 CRM applications still provide excellent support for the largest enterprises, competing with SAP and Oracle for top spot on the business software market.
What Is Microsoft Dynamics 365?
The recent change to Microsoft Dynamics 365 Customer Engagement further integrates this suite of CRM apps into Microsoft’s business management solution ecosystem. Instead of a separate CRM systems, Microsoft has decided to combine the Customer Engagement product within a single customer data platform under the Dynamics 365 brand. CRM apps within Microsoft Dynamics 365 help to build stronger relationships with customers, improve sales and service productivity, and provide a platform that helps to achieve full data visibility.
Microsoft Dynamics 365 Modules and Features
The modules and features within Dynamics 365 Customer Engagement represented a full suite of functionality within a discrete CRM software system. Companies implementing CRM through the current version of Microsoft Dynamics 365 will find that Customer Engagement has been broken down into modules that comprise a robust CRM solution deployed over the cloud:
- Sales management
- Customer service
- Marketing management
- Field service management
- Project Service Automation
Compared to many competing CRM systems, Microsoft Dynamics 365 approaches functionality from a granular point of view, giving customers the option of picking and choosing from modules instead of presenting a monolithic product. This approach provides a bit more transparency than vendors who aren’t as upfront about their CRM solutions.
Benefits of Using Microsoft Dynamics 365
As one of the biggest and most advanced software companies in the world, Microsoft can provide CRM functionality that most businesses—even direct competitors—can’t match. For example, Dynamics 365 assisted HP through the creation of a virtual agent that handled more than 600 million contacts for customer service purposes. The CRM applications within Dynamics 365 can seamlessly connect to related software systems and business departments, facilitating improved collaboration with coworkers and better communication with customers. This helps to bolster customer relationships, increase closing rates, and reduce the cost of providing service without impacting the quality of service provided. Connected to the Dynamics 365 ecosystem, the CRM can access a single, comprehensive set of customer data that can be analyzed from multiple viewpoints.
Microsoft Dynamics 365 Review
As a whole, the Microsoft Dynamics 365 CRM and ERP ecosystem is viewed as an industry leading business software suite. Industry analysts firms such as IDC and Forrester name Dynamics 365 as an industry leader. Gartner Magic Quadrant lists Microsoft as a leader in cloud ERP for product-centric enterprises, alongside Oracle ERP cloud and Infor CloudSuite. Clearly, Microsoft is a prestigious software company that offers some industry-leading business solutions. However, businesses should approach software evaluation with their own company needs top of mind, instead of relying on third-party reviews.
Microsoft Dynamics 365 Pricing
Microsoft Dynamics 365 pricing follows a subscription model that depends mostly on the number of users or tenants who access the system. Unlike most of their competitors, Microsoft does publish a price list for all the CRM modules that they used to offer through their Customer Engagement software product. Transparent pricing should be lauded, even if the presentation of the à la carte pricing approach appears a bit complicated at first.
Microsoft Dynamics 365 Resellers
Microsoft has been a leading software vendor for decades, so they’ve grown a partner and reseller network that few, if any, competitors can match. Businesses seeking a reseller, implementer, or service provider can search through Microsoft’s website to find a trusted partner, including those with experience in your industry and geographic location. Since Dynamics 365 as a whole is a massive business solution with thousands of ERP and CRM features, finding a partner that meshes well with your culture and business requirements is a key aspect of a successful Dynamics 365 deployment.