Microsoft recently launched its new and improved Dynamics online CRM 2011. It’s aggressive price-tag and impressive features shows that Microsoft means business. We will find out if it’s an attractive product for smaller businesses too.
Microsoft has been active in the CRM space since 2003 and that Dynamics CRM is already a popular CRM in enterprises. It is a comprehensive CRM system, easily customised and ready to integrate with existing IT systems such as financial systems.
With the online version of Dynamics CRM 4.0 introduced in 2008 and Dynamics CRM online 2011 in January this year, Dynamics has now come within reach of smaller businesses with no user minimum and a discounted price tag of £22.75 user/month.
Usability
Dynamics CRM can be accessed in three ways, via the web browser, via Outlook or via a mobile browser. The Outlook integration means that you can access all CRM features from within Outlook itself without having to go back and forth to the web browser. A great feature for Outlook addicts although we have had some reports of this integration slowing down Outlook use as well…
Despite its size we found that Microsoft Dynamics is still easy to use and that the web interface is extremely polished. It can be stripped from functionality that isn’t needed to make it even easier to find your way. Those of us using Google Chrome or Firefox are out of luck as only Internet Explorer 7 or higher is supported.
Dynamics has a nice, fully customisable dashboard showing the sales pipeline, leads, cases and open tasks by default, see image (click to enlarge). Overall performance seems okay although some screens seem to take a few seconds to load. Dynamics used 100% of our screen width which is good.
We also liked the mobile web interface which is simple but quite usable.
Functionality
Microsoft Dynamics is an extensive CRM with a service management and marketing module, sales forecasting, extensive reporting and the option to integrate with existing IT systems.
Account management
The account overview provides a lot of information and allows for creation of contacts, accounts, sub-accounts and definition of relationships. You can also link the account to a Sharepoint document location. The account pane also provides direct acces to related information like tasks, notes, opportunities, cases and campaigns.
Task Management
Tasks in Dynamics are implemented through activities which can be assigned to persons or queues. Activities can be both a recording of an interaction with a contact or an outstanding task with a due date and an owner. Activities can be added to a queue or assigned to another person. The Workplace calendar is just for appointments and service activities.
Opportunities & Sales forecasting
Dynamics CRM has extensive options for sales forcasting. The simplest option is base on estimated revenu, probability and a due date, but it is possible to specify revenue on product level. Unfortunately, it seems that the sales value can only be entered as a one off, not a recurring value.
Reports can be run on the sales pipeine with weighted revenu on sales person, territory etc.
Other
Dynamics CRM users have the choice of using the sales literature catalogue, knowledge base and role based access control. The service module is very usable as well with priority and contract support and a service calendar. There is also an easy to use mail merge feature for the not so paperless office where you can create a letter to your contact on the fly. Reporting features are also extensive.
What’s missing
What we missed are tagging of account and contacts. We personally weren’t too keen on the fact that many windows were opened in separate pop-up screens. We also found the limited browser choice (IE7 or higher) a bit annoying.
Is it suitable for SME’s?
We feel that the suitability for SME’s depends on how you will be using the system. Dynamics CRM is ready to use out of the box and SME’s with dedicated salespeople/teams (if only just one) will be able to get a lot out of the system without too much training and customisation. For incidental use however, Dynamics CRM would be overkill and we would advise you to look for a simpler CRM system such as Capsule CRM (see here for a more information).
Worth noting is that Dynamics CRM will be available as a bolt-on to the online productivity suite Office 365 (more on Office 365 here) later this year, which is likely to bring additional integration and single sign-on.
About Ben Stege
