Microsoft Dynamics 365 CRM is a CRM software package from Microsoft. It forms part of the product line of ERP and CRM applications that Microsoft introduced in 2016. CRM (Customer Relationship Management) software helps businesses manage their customer relationships under one roof. From creating records of prospects to tracking leads and visualizing the entire sales pipeline, a CRM software helps businesses have accurate data about the most important asset — customers.
Microsoft Dynamics 365 CRM is a market leader in the CRM domain. Forrester Wave positioned it as one of the top CRM choices for sales disruption in 2017. It helps businesses look through their customer to pick out insights that can be used to create delightful customer journeys.
Benefits of Microsoft Dynamics 365 CRM
Dynamics 365 CRM brings to the table several benefits for small businesses and enterprises alike. Here is a snapshot of some of the benefits.
Dual deployment options
Dynamics CRM can be deployed on-premise or in the cloud. Cloud hosting is recommended as the ideal option because it gives remote access to files, does not require any IT infrastructure, has a predictable monthly cost and also has high-end security of Microsoft Datacenters.
Microsoft Dynamics 365 CRM is a flexible solution that small businesses and enterprises can use alike. It can be used as a standalone application where the data of only one specific line of business is captured. It can also be integrated with all business functions to get a connected view of business data. The CRM software is currently available for marketing, sales, customer service, field service, retail, finance, talent, project service automation, and customer insights.
Well integrated with other Microsoft products
Dynamics 365 CRM integrates with other Microsoft products like Office 365, Outlook, SharePoint, etc. It also integrates with other third-party products like Adobe Document Cloud, Xero, Sage, ProntoForms among many others.
Faster learning curve
The interface of Microsoft Dynamics 365 CRM looks similar to Microsoft Outlook and Office applications. This results in a faster learning curve and quicker user adoption. There is minimal requirement of resources to be spent on training.
The CRM package works offline as well. All data stored in the CRM suite can be accessed offline. This is a unique advantage for field service personnel and remote employees.
AppSource is an active marketplace of Microsoft applications that can be integrated with Dynamics CRM for augmenting its productivity. The AppSource marketplace currently offers 1992 applications on various categories including artificial intelligence, customer service, collaboration, finance, human resources and so on.
Features of Microsoft Dynamics 365 CRM
Microsoft Dynamics 365 CRM is available in two editions — business and enterprise. Each edition has its own set of features. Also, the features differ from the suite of CRM opted for. For instance, the features for marketing CRM and sales CRM are different.
Here are the highlight features of each Microsoft Dynamics 365 application.
Live chat, text messaging, multiple conversations management, omni-channel engagement choices, real-time and historical customer sentiments, plug’n’play bots built on Microsoft Bot Framework.
IoT-based issue detection, hands-free video calling, route optimizations, self-service portals for customers, real-time technician tracking, among many others.
Finance and operations
Tools for project management, manufacturing production planning, scheduling, cost management, warehouse management, inventory control for supply chain, reporting and analytics.
Multi-channel campaigns, event management, unified customer view, track and prioritize leads, marketing automation, online surveys.
Project service automation
Project planning, resource scheduling, time and expense management, service analytics.
Unified commerce tools, merchandise management, store, and employee management, operational insights.
Unified relationship data and processes with LinkedIn Sales
Navigator, interactive org charts, advanced lead scoring models, contextual
customer insights, automate routine tasks, pipeline analysis, and relationship
Microsoft Dynamics 365 CRM Pricing
Dynamics 365 CRM has three pricing plans — customer engagement plan, unified operations plan, dynamics 365 plan. The full application access pricing for each plan is $115, $190 and $210 respectively. [RK1] For individual application access, the pricing differs with the chosen application.
Does your business need Microsoft Dynamics 365 CRM? If your business needs a CRM software that is packed with features yet can be used with the convenience of Microsoft suite of products, then Dynamics 365 CRM is an ideal choice.