Microsoft Dynamics 365 2021 Review

Microsoft
Product:
Vendor:
Founded:
Headquarters:
Dynamics 365
Microsoft
2001
Redmond, WA
Ownership:
Customers:
Deployment Model:
Free Trial:
Public
40,000+
Cloud, On-Premise
Yes
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Dynamics 365 At A Glance

Good: Extensive CRM functionality and integration with Microsoft products and LinkedIn.
Bad: Difficult to navigate for beginners and limited mobile app features.
Bottom Line: Modular, cloud-based ERP and CRM solution that offers AI and mixed-reality tools, as well as flexible pricing options.

Product Overview

Microsoft Dynamics 365 is a modular, cloud-based enterprise resource planning (ERP) system with advanced customer relationship management (CRM) capabilities. The platform includes rebranded versions of Microsoft Dynamics AX and Microsoft Dynamics CRM.

Dynamics 365 helps companies make better decisions based on data-driven insights and recommendations. Companies can operate more efficiently by automating and optimizing manual tasks with intelligent workflows.

The solution’s CRM features give clients the ability to unify relationship data using the LinkedIn Sales Navigator, coach sales employees with onboarding and analytic dashboards, and tailor customer experiences at scale.

Dynamics 365 also takes a modern approach to ERP functionality by incorporating artificial intelligence (AI), machine learning and mixed-reality (a hybrid of reality and virtual reality) tools for businesses. The solution offers:

  • Predictive guidance for sales
  • Automated fraud protection
  • Virtual sales agents
  • Product visualizations
  • Holographic guides
  • Mixed-reality remote assistance

A mobile app is available for iOS and Android.

Microsoft has recently announced an integration between Dynamics 365 and Teams. Users can contact their colleagues by chat or email straight from Dynamics 365, and if they’re collaborating within Teams, they can access Dynamics 365 processes. For example, in the Human Resources module, employees can submit their leave request via Teams, and in the Sales module, sales reps can make calls with the embedded Teams dialer via Dynamics 365.

Features

Microsoft Dynamics 365 includes the following modules:

Sales – The Sales module includes all the core features of Microsoft Dynamics CRM. Companies can prioritize the right prospects, optimize the sales process, personalize customer engagement and build meaningful relationships. A customer dashboard offers actionable insights and predictive guidance. Companies can also enhance the buying experience by showcasing products with mixed reality.

Marketing – The Marketing module targets prospects through multi-channel campaigns and increases the number of qualified leads. Companies can find and nurture leads by connecting sales and marketing departments, as well as understanding market trends with web and social insights.

Customer Service – The Customer Service module creates positive experiences for customers through multiple channels and devices. Intelligent virtual agents provide tailored service experiences without additional labor costs.

Commerce – The Commerce module optimizes store management, merchandising processes, customer fulfillment and inventory utilization.

Finance  – The Finance and Operations module includes all the features of Microsoft Dynamics AX. Companies can access a centralized finance dashboard with real-time business intelligence and embedded analytics.

Project Management – The Project Management module uses a predictable and customer-centered service delivery model to help companies successfully plan and deliver projects. It anticipates resource demands, forecasts profitability and provides collaboration tools.

Field Service – The Field Service module optimizes labor resources. Service technicians can become more efficient at solving problems in the field with mixed-reality, automation and remote-assist tools.

Human Resources – The Human Resources module helps businesses attract top talent, increase employee performance and improve HR management. It includes features to onboard new hires, streamline HR processes and enable employee self service.

Supply Chain Management – This module helps companies run their manufacturing processes more efficiently. Some of its features include AI functionality, inventory management and maintenance planning.

Target Market

Microsoft Dynamics 365 serves businesses, nonprofits and governments worldwide. Here are some examples of its customers:

  • Chevron
  • Coca-Cola
  • Crate & Barrel
  • Hewlett Packard
  • Lowes
  • Metro Bank
  • Prada
  • TD Bank Financial Group
  • 24 Hour Fitness
  • UPS

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Implementation/Integration

Microsoft works with third-party consultants who provide expert guidance and support in buying, implementing and optimizing Dynamics 365 applications.

The software can be implemented through the cloud or on-premise. Companies can integrate the solution with Microsoft Power Platform (Power BI, PowerApps and Flow), as well as Office 365 and LinkedIn.

Customer Service & Support

Microsoft provides users with self-help resources such as a documentation library, help center and community forum where users can ask questions to peers and experts.

The Customer Engagement Plan offers clients phone and web support.

Companies with the Unified Operations or Dynamics 365 Plans can purchase Lifecycle Services, which provides technical support through a dedicated project manager and IT administrator.

Pricing

The prices of each module are as follows:

  • Sales – $65 per user, per month (Professional), $95 per user, per month (Enterprise) or $135 per user, per month (Premium); if company also uses other Dynamic 365 app, they can pay $20 per user, per month for Professional or Enterprise
  • Marketing – From $1,500 per tenant, per month (stand-alone) or $750 per tenant, per month (if company also uses other Dynamics 365 apps)
  • Customer Service – $50 per user, per month (Professional) or $95 per user, per month (Enterprise); if company also uses other Dynamic 365 app, they can pay $20 per user, per month for Professional or Enterprise
  • Commerce – $180 per user, per month or $30 per user, per month (if company also uses other Dynamic 365 apps)
  • Relationship Sales – $162 per user, per month (10 user minimum)
  • Sales Insights – $50 per user, per month
  • Customer Insights – From $1,500 per tenant, per month or $1,000 per tenant, per month (if company also uses other Dynamic 365 apps)
  • Customer Voice – From $200 per tenant, per month
  • Project Management – $120 per user, month
  • Field Service – $95 per user, per month or $65 per user, per month (remote assist); if company also uses other Dynamic 365 apps, they can pay $20 per user, per month
  • Human Resources – $120 per user, per month or $30 per user, per month (if company also uses other Dynamic 365 apps)
  • Finance -$180 per user, per month or $30 per user, per month (if company also uses other Dynamic 365 apps)
  • Business Central – $70 per user, per month (Essentials) or $100 per user, per month (Premium)
  • Supply Chain Management – $180 per user, per month or $30 per user, per month (if company also uses other Dynamic 365 apps)

Shortcomings

Because the interface has extensive functionality, it may be difficult to navigate for beginners.

Some users note the mobile app has limited features.

Queries can’t be shared between different users.

Screenshots

Microsoft Screenshot 1
Microsoft Screenshot 2
Microsoft Screenshot 3

About

Microsoft Dynamics 365 is an ERP solution that combines the functionality of Dynamics CRM and Dynamics AX.

Microsoft Dynamics CRM first began in 2001 with the acquisition of iCommunicate, a web-based CRM company. In 2002, Microsoft bought the Danish software firm Navision and its Axapta software, which was later renamed Dynamics AX. In 2003, Microsoft released CRM 1.0, targeting small and medium-sized businesses.

In 2016, Microsoft incorporated Dynamics AX features into Dynamics CRM and renamed it Dynamics 365. The solution is updated twice per year.

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