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10 Microsoft Dynamics Case Studies: How Companies Use Dynamics 365

• Dynamics 365

Microsoft Dynamics 365  was named the winner  for both Enterprise and Small-Business CRM categories at the 2018 CRM Market Awards.

This is for a reason, so let’s reveal some facts about one of the most popular systems to track the processes common for many organizations.

Microsoft Dynamics 365   was launched in 2016 as a combination of ERP and CRM applications.

Typically, companies employ it to manage customer accounts, organize lead contacts, collect business opportunities, maintain daily operations, and so on.

The processes in various establishments may be different as night and day, so each CRM needs to be significantly customized to ensure that it covers all the required functionality.

The following 10 Microsoft Dynamics case studies provide great examples of how businesses benefit from using it in everyday life.

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1. Gaining Insights Across the Student Lifecycle to Drive Actions

Company:  Campus Management Corporation

Industry:  Computer Software for Higher Education

Uses Dynamics 365  to improve collaboration with students and higher institutions

Campus Management Corporation delivers a higher education platform and services to better engage students, transform academic delivery, and operate with greater output. The company  was named  the 2018 Microsoft Global Partner of the Year Award Winner for Education. They were looking for a solution that reflected the uniqueness of the higher education environment.

The team found out that Microsoft was going to build an extension within their Common Data Model that was relevant to the higher education industry. The Campus Management was built on Microsoft technology, including Accelerator to provide the foundation for applications. They were excited to be able to identify students at risk and intervene earlier, gain new insights by working with data, and use a single platform to collaborate within the team and other institutions.

The combination of the Power platform, Dynamics 365, and the Accelerator is really enabling Campus Management to bring a next-generation set of features and functions to the market that are highly relevant, and we think it addresses the modern problem facing institutions today.

– Mark Armstrong, chief strategy officer at Campus Management Corp.

2. increasing crm adoption and productivity of brokers.

Company:  JLL

Industry:  Commercial Real Estate

Uses Dynamics 365  to help their brokers work more efficiently

JLL is a Fortune 500 company that specializes in commercial real estate and investment management. They operated on Microsoft Dynamics CRM and looked for innovative approaches and more flexibility they required to grow. With nearly 300 offices around the globe, they wanted to improve the system adoption among their 83,000+ employees as well as to integrate more data into their system.

“ We need technology that grows with us and allows for customization across all business lines globally. ” – Greg Adams, Managing Director of Information Technology for JLL

Our company integrated their Microsoft CRM into another product which helped to simplify the CRM usage.

The system allowed fast and secure integration of real estate data such as sales, leases, properties, and other opportunities which helped brokers work more efficiently.

Also, some customization was made to apply the requirements of specific locations. This increased the company’s workforce adoption  by about 6 times .

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3. Keeping Up with the Rapid Data Growth and Going Mobile

Company:  Copper State Bolt & Nut

Industry:  Building Materials

Uses Dynamics 365  to become fully mobile

Copper State Bolt & Nut is a manufacturer and distributor of fasteners and related products in North America. They had 37,000 different part numbers, sold about 125,000 items, and served 6,500 customers per month, so the selling process needed to be done efficiently. Keeping up with the speed the company was developing was hard without having a good cloud-based mobile CRM solution.

The company moved to Dynamics 365 CRM to become fully mobile and keep up with the complexity and rapid increase of the amount of data.

“ One of the main advantages of going to D 365 is no more implementations.  They’re expensive, they’re time-consuming. This is the last time we ever have to touch any ERP system. We’re customers for life. ” – Karl Spackman, vice president of finance for Copper State Bolt & Nut.

4. Improving Processes and KPI’s with Better Data in Hands

Company:  Handicare

Industry:  Hospital & Health Care

Uses Dynamics 365  to access better data on the go and reallocate the team

Handicare drives innovation in the area of mobility issues. They sell slings, floor and ceiling lifts, bathroom safety aids, and manual transfer solutions. The issues were that their combination of systems required manual updates and the front and back end didn’t work with each other properly. The team wanted a robust solution to meet their business and customer needs around the globe.

Microsoft Dynamics offered such a solution with features like mapping and scheduling company’s personnel, tracking services agreements, and giving access to better data at the fingertips. This helped to improve KPIs significantly.

“ Management and operation staff now has access to more accurate data and our processes have been greatly improved. ” – Marcel Bloemraad, marketing & communication manager at Handicare.

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5. Generating More Leads with a Practical Business Tool

Company:  Stiles

Industry:  Commercial Real Estate Development

Uses Dynamics 365  to boost their lead generation

Stiles is a full-service commercial real estate company that provides development, architecture, realty, property management, construction, tenant improvement, and financing services in Southeast of the US.  The challenge they faced was that the same prospects were unknowingly processed by different divisions . Stiles has been using Microsoft Dynamics CRM but needed to add functionalities, practical features, and a user-friendly interface.

After the renovation, their CRM stores client data and allows file sharing between divisions. Lead generation strategies are now refined and dispersed teams are connected. The system has been transformed to become a practical business tool with an easy-to-navigate interface. As a result, the workforce adoption increased.

“ The new system has proven to be an essential operating tool.”  –  Adrienne Zalkind, head of marketing at Stiles shares her Microsoft Dynamics CRM success story.

6. Having a Player Management System to Serve NFL Players

Company: The National Football League Players Association

Industry:  Nonprofit

Uses Dynamics 365  to uncover the best opportunities for NFL players

The National Football League Players Association (NFLPA) is a nonprofit union for NFL players. NFLPA protects the rights of all professional football players, negotiates and monitors retirement and insurance benefits, and provides a number of other member activities and services. The organization wanted to manage players’ data quickly to be able to find more opportunities for nearly 2,200 current and 3,200 former players. Also, they wanted to reduce capital and maintenance costs to free personnel to work on new member services.

The solution was to create a single, shared CRM for players based on Microsoft Dynamics 365. This cloud-based system was equipped with a few modules for sales and other business functions. NFLPA got one set of player data along with useful reporting tools which allowed the staff to uncover opportunities for players easier and faster. Many manual processes have been automated, thus NFLPA employees now have more time for being creative and developing more opportunities for players.

“ Empowering our employees to search our player database by specific parameters and get results in minutes is a major benefit for us. We now have the ability to reach out to more players with opportunities than ever before. ” – Rich Persons, director of information systems at NFLPA.

7. Connecting Building Data with Company’s Personnel

Company:  MacDonald-Miller Facility Solutions

Industry:  Construction

Uses Dynamics 365  to consolidate all data in one place and speed up the decision-making process

MacDonald-Miller Facility Solutions is a full-service mechanical constructor in the Pacific Northwest.

They employ over 1,000 professionals, operate in 10 locations, and work with projects from lighting upgrades to planning an office building.

The team needed a solution that allowed service technicians to understand what was happening in the building and make informed decisions.

They wanted to have a tool to help them identify the type of problem that was coming in from the field and avoid wasted man-hours and downtime for their customers.

Microsoft Dynamics helped the personnel make sense of data with now everything available at one system instead of two or three different systems.

They decreased the amount of manual labor and speeded up the decision-making process for business and their customers.

It became possible to anticipate critical alarms and failures before customers even find out about them.

“ Through our partnership with Microsoft, we’ve been able to develop essentially a connector that connects to the health of that building with our dispatch system. If a building that we’re monitoring with IOT has an error, it would automatically populate Dynamics 365 for connected field service and show up on our dispatches dashboard. ” – Bradd Busick, CIO at MacDonald-Miller.

8. Consolidating Core Business Processes and Cutting Costs

Company:  TGI FRIDAY’S

Industry:  Restaurants

Uses Dynamics 365  to integrate all core business operations and reduce manual work

TGI FRIDAY’S is a rapidly-growing restaurant franchise in the UK.

They have 80 stores and plenty of business operations to consolidate from finance and inventory management to human resources and sales.

Running six different systems wasn’t efficient, so their initial goal was to integrate all core business operations and ensure that the system was able to support their growth strategy for the future.

As the management  reported , the rollout of the company’s finance system was as easy as they expected. This was a solution that staff could use hands-down because the look and feel of Dynamics 365 were pretty much the same as the Office 365 widely employed in the company. Another benefit was provided by the cloud-based tools that allowed users to access the system wherever whenever.

The number of manual manipulations was reduced because data could be uploaded and processed directly in Dynamics 365 CRM. The team is saving about a third of their time currently, and with the upcoming features, they’re probably going to halve it.

“ Besides cost savings, we have all the functional benefits that we never had in the past. Whether it’s collecting and gaining insights from data, or passing it on to relevant stakeholders in the business. ” – Christian Redford-Smith, Finance Planning Manager at TGI Friday’s.

9. Enhancing Company’s Efficiency and Recruiting Abilities

Company:  Colliers International Indiana

Uses Dynamics 365  to attract top talent

Another great Microsoft Dynamics case study is an example of how a company can use CRM software to become a more attractive employer. Colliers International Indiana helps its clients with selling, buying, and moving to a building. They are a fast-growing company that wanted to keep their pace and customize their CRM for a specific workflow.

Moving to Microsoft Dynamics was the right choice because it allowed to support their workflow and increase adoption of brokers which also gave the company excellent recruiting abilities.

“ The system is unlike any other; it keeps track of deals, communications, and knowledge specifically tailored to the real estate industry, putting our brokers ahead of the competition. ” – Saimir Qalliu, lead for the Indiana office for Colliers International.

10. Creating Personalized Patient Experience

Company:  Providence St. Joseph Health

Industry:  Hospital & Health Care

Uses Dynamics 365  to personalize the experience for patients

Providence St. Joseph Health is a healthcare provider of a comprehensive range of services across California, Montana, New Mexico, Oregon, Washington, Texas, and Alaska. They also have an international line. 119,000 caregivers aimed to help patients access the right care in a timely manner and ensure a more personalized patient experience. The challenge was not knowing their patients when they were contacting the company.

The Dynamics 365 platform was capable to personalize the journey patients undertook. When a call came, a caregiver saw a screen pop with who that patient was based upon his or her phone number. Moreover, a thoughtful data organization allowed to ensure that the right physicians were in place and available in a patient’s location.

“ We’re able to capture insights on the patients that have been calling in to really help improve our health care organization. Whether it be through navigation, through online tools, or ensuring that we have the right physicians in place in different locations based upon demand. ” – Kim Swafford, GVP Health Technology Strategy at Providence St. Joseph Health.

How We Can Assist

Do you want to repeat the above Microsoft Dynamics CRM success stories? We are here to help!

Ascendix is a  Microsoft Dynamics CRM consultant  with over 22+ years of experience in the CRM domain. We are experts in helping businesses use Microsoft Dynamics CRM to the best of its capability. The team follows the system updates, e.g.  Dynamics 365 for Sales  is now available so that you can employ the latest technologies with expanded functionality.

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CRM Dynamics an HSO Company

Exercising the power of the cloud.

Pandemic shutdowns compel canfitpro, one of Canada’s leading in-person fitness education and certification companies, to accelerate their digital transformation.

CRM Dynamics empowers canfitpro just before the onset of the pandemic, replacing their outdated systems with Dynamics 365 and enabling their jump to virtual training.

canfitpro achieves rapid, data-driven growth through the immediate virtualization of its products and services, improving its time to market by a dramatic 50 percent.

Navigating the pandemic successfully

Across every industry, the pandemic revealed the limitations of legacy systems and the need for a connected and secure, cloud-based approach. canfitpro’s story fits this pattern exactly. Their success navigating the pandemic is a testament to the foundation CRM Dynamics implemented for them in early 2020.

At that time, canfitpro’s business relied heavily on in-person events such as conferences, trade shows, and training and certification workshops. So, when the pandemic forced a shutdown of in-person events, canfitpro faced an existential threat to their business.

Fortunately, just weeks before, in February of 2020, canfitpro’s leadership had the foresight to select Dynamics 365 and CRM Dynamics as their technology partner. Their proposal to upgrade their legacy systems and better integrate with other solutions they use, including Microsoft 365, Power BI, and Azure, really resonated.

canfitpro’s legacy system blocked progress in four key areas: poor usability (new employees took months to train); non-centralized data (employees couldn’t trust the accuracy of the data); cost (juggling a variety of systems and vendors ate up employee time); and inflexibility (new solutions cost too much to incorporate).

canfitpro did a review of available platforms and chose Microsoft Dynamics 365 over Salesforce as the best customer relationship management system for their needs. Then they selected CRM Dynamics as their partner based on their understanding of canfitpro’s business and their unique strategy to dramatically accelerate their Dynamics 365 deployment.

A blueprint for success

Powered by Microsoft Dynamics 365, Azure, and the Power Platform, Dynamics Blueprints greatly simplify and accelerate the adoption of Dynamics 365 by pre- customizing the solution for specific industries and user scenarios. Dynamics Blueprint projects start with 70 to 80 percent of configuration work already done, thanks to CRM Dynamic’s unique intellectual property and methodology, which includes a GAP analysis.

So far, CRM Dynamics has created 10+ blueprints across a number of industries including Financial Services, Education, and Professional Services. As a modern, budget-conscious member association, canfitpro found a perfect fit with the Dynamics Association Blueprint.

Dramatic benefits

Designed for membership associations, Dynamics Association Blueprint (DAB) is a scalable and repeatable solution that integrates with popular accounting systems. By providing sales, service, marketing, and social engagement insights in one platform, DAB provides canfitpro with unprecedented insights into each member. Those better insights lead to a higher percentage of member retention, which increases their profitability.

It also improves their resilience to disruption. CRM Dynamics team facilitated the transition to virtual education at canfitpro in a few short weeks, ensuring the continuity of their business. The synergy between the marketing and IT teams saves enormous amounts of time and money, allowing canfitpro to direct all its energy on better serving their customers and building their business.

In fact, canfitpro achieved incredible results: immediate delivery of products and services versus a prior lag of 24 to 72 hours; a 50 percent improvement in time to market; more growth in eight months than in the past two years; and the introduction of a true, 360- degree customer perspective for decision-makers that eliminates siloes and allows for informed cross-collaboration.

Best of all, the Dynamics Association Blueprint keeps canfitpro at the forefront of innovation. When Microsoft makes improvements and adds features to platforms like Dynamics 365, the Dynamics Association Blueprint solution upgrades seamlessly, allowing clients to immediately take advantage of new features.

Microsoft recognizes the power and potential of the Dynamics Association Blueprint by including it as one of the first independent software vendor (ISV) solutions in their ISV Cloud Embed program. As part of ISV Connect co-selling efforts, Dynamics Association Blueprint was also an early entrant in the Microsoft Commercial Marketplace, finding its way in front of millions of customers on Microsoft AppSource , the app store.

Driving digital transformation

CRM Dynamics leverages its blueprints to drive the efficient digital transformation of organizations in many industries, attracting other impressive enterprise customers in sectors like financial services.

For example, when Meridian Credit Union directly challenged the big banks by showing potential clients the benefit of credit unions, CRM Dynamics proposed their Credit Union Blueprint, which leveraged experience working with other North American credit unions.

Like canfitpro, Meridian realized that CRM Dynamics’ expertise and blueprint solved their marketing issues and seamlessly integrated with their existing Microsoft solutions. Meridian’s digital transformation now consolidates all their data in one place, allowing for more robust analyses and strategic decision making.

Practicing what they preach

Behind the scenes, CRM Dynamics doesn’t just sell Microsoft cloud solutions—they use them in inventive ways to build their business. For example, they use Net Promoter Score and Dynamics 365 to prompt their sales representatives to reach out to clients and gather feedback throughout projects.

Partnering with Microsoft powers CRM Dynamics internal and external success and drives their well-deserved reputation for innovation and customer service. Their ability to empower and delight customers like canfitpro and Meridian earned CRM Dynamics the Business Applications Customer Engagement IMPACT Award from Microsoft.

Partnering with Microsoft pays off

The Microsoft Partner Network is the most powerful community of its kind-larger than Amazon Web Services (AWS) and Salesforce combined.

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From 1981 until today, Microsoft’s Dynamics 365 suite has managed to capture the interest of the business world, offering simple solutions to once complex business problems.   

Today, Dynamics 365 stands as the pinnacle of the global Digital Transformation initiative, counting top brands among its assets.   

However, what are the biggest Case Studies in Dynamics 365? What role did their Digital Transformation play in their growth? In the following article, we have selected and will analyze some noteworthy Microsoft Case Studies.  

 The purpose is to highlight the flexibility of Dynamics 365 across different industries and business functions, demonstrating its ability to improve efficiency, customer dedication, and overall business performance.   

But let’s start from the beginning!  

In this article, we will see:  

• A brief overview of the history of the Dynamics 365 suite.   
• The case study of Thyssenkrupp – Dynamics 365 Field Service.
• The Digital Transformation of the National Building Society. 
• Coca-Cola Beverages Africa modernizing its processes with Dynamics 365 solutions.  
• The Case Study of Porsche Cars North America with Dynamics 365.
•  L’Oréal revolutionizing the way of working with Dynamics 365 Remote Assist on HoloLens 2!

A Brief Overview of the History of Dynamics 365  

As we mentioned at the beginning of this article, Dynamics 365, formerly known as Microsoft Dynamics, made its debut in the market in 1981, just six years after the founding of Microsoft by two ambitious young entrepreneurs, Bill Gates, and Paul Allen.  

Microsoft Dynamics was a suite of business applications that included both ERP functions for resource planning in businesses and functionalities for customer relationship management (CRM) . The company decided to promote these applications in the market by leveraging a large network of resellers who provided specialized services.  

Over time, the suite evolved, adding new features, characteristics, and integrations with other Microsoft programs and services such as SharePoint, Yammer, Office 365, Azure, and Outlook.  

Today, Microsoft Dynamics has been renamed Dynamics 365 and offers services for small, medium, and large enterprises, maintaining a 26.60%* share of the global market!  

*source: https://6sense.com/tech/erp/microsoft-dynamics-market-share  

The Case Study of Thyssenkrupp – Dynamics 365, Field Service  

  On July 1, 2019, Thyssenkrupp, a company known for its custom elevators for individuals with physical disabilities, announced its collaboration with Microsoft in a press release titled: “Thyssenkrupp Transforms the Home Mobility Solutions Business with Microsoft HoloLens!”  

By adopting the Dynamics 365 solution, Thyssenkrupp managed to provide a groundbreaking customer service that significantly contributed to optimizing the production process. Specifically, using HoloLens, individuals with physical disabilities could visually and interactively control the design and installation of the elevators they choose.  

This Dynamics 365 Case Study highlighted Thyssenkrupp’s commitment to embracing innovative technology and providing significant value to the industry at large!  

The Digital Transformation of the National Building Society  

The most well-known Financial Brand in the United Kingdom chose to collaborate with Microsoft for its entry into the Digital era! After the Covid-19 period, the company identified multiple challenges in its operations. National Building Society recognized early on that reporting had become particularly difficult, and the company needed a Customer Relationship Management (CRM) system that would provide a complete view of its customers. This led them to Microsoft Dynamics 365.  

After three years, the company managed to establish itself at the top of the Building Society sector in England, standing out for the unique Customer Experience it offers.  

Coca-Cola Beverages Africa Modernizes its Processes with Dynamics 365!  

Coca-Cola Beverages Africa (CCBA) , the leading bottler of Coca-Cola in Africa, joined forces with Microsoft in the challenging project of its unification. Specifically, after the announcement of the organization’s consolidation, the CCBA giant needed Digital Systems that would enable the business to operate cohesively and efficiently.  

By adopting the Finance, Customer Support, and HR modules, in combination with solutions related to Microsoft 365 and Azure, the company managed to reduce its expenses from 2.85% of net sales to just under 1.4% of net sales! Additionally, by leveraging the additional modules, they significantly improved the Customer Experience and overall work experience within the organization.  

The Case Study of Porsche Cars North America with Dynamics 365  

In 2023, Porsche Cars North America (PCNA) joined forces with Dynamics 365 and brought a revolution to the automotive industry! Seeking to redesign the customer service experience, PCNA chose Microsoft HoloLens 2 and the applications of Dynamics 365 Mixed Reality – Dynamics 365 Guides and Dynamics 365 Remote Assist!  

What was the result of this collaboration? With the use of Dynamics 365 Guides, Porsche technicians can now view three-dimensional holograms of cars for remote training. This eliminates the need for costly and time-consuming trips to training centers. Simultaneously, in case of issues, technicians can seek guidance through HoloLens and the Teams application, connecting with experts from various locations!  

PCNA states that it views these technologies as a way to enhance the Customer Experience while simultaneously elevating the Working Experience of its existing technicians and new talents within the company!

L’Oréal Revolutionizes Work with Dynamics 365 Remote Assist on HoloLens 2!  

L’Oréal, one of the most famous beauty product companies, utilized Microsoft Dynamics 365 Remote Assist in conjunction with HoloLens 2 to improve the efficiency and productivity of its employees in 150 countries!  

By harnessing this specific technology, L’Oréal managed to simplify complex and cost-intensive activities, allowing for remote management. Using mixed reality technology, L’Oréal achieved cost reduction in production, optimization of its operations, and a decrease in the travel required for productive tasks!  

The collaboration of these two giants solidified the French company’s long-term commitment to environmental sustainability and minimal carbon footprint!  

In summary…  

Dynamics 365 stands as a testament to innovation and ambition in the global Business Technology sector! With its extensive suite of applications and a history of successful implementations, it plays a significant role in the Digital Transformation of organizations across various industries. As it continues to evolve and adapt to the ever-changing business environment, Dynamics 365 remains at the forefront of the Business Revolution, shaping the way organizations operate, collaborate, and deliver value to their customers.  

Become the next Case Study of Dynamics 365!  

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Together, we can turn your vision into reality!  

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How Microsoft Dynamics CRM Improves Productivity at Trek Bicycle

This case study details how Trek Bicycles improved customer experience by centralizing its diffuse sales and customer data with Microsoft Dynamics CRM.   

Trek Bicycles was founded in 1976, the analog age. Over the decades, Trek's growth combined with reliance on a patchwork of tools resulted in disjointed workflows, incomplete information, and diminished customer experience. Trek overhauled their internal systems to consolidate customer and sales information using Microsoft Dynamics CRM. The implementation resulted in improved collaboration and efficiency, increased scalability, reduced development costs, and  enhanced customer experience.  

“ In my job, there are always a couple of things I am trying to kill: bad process and hardware. Microsoft has helped us to do that. The less stuff I have to manage, the more time I have to focus on the important things in life. ” David Peterson Enterprise Collaboration Manager Trek Bicycle Corp. 

Table of Contents:

• At a Glance: Problem, Solution, Benefits
• The Company
• The Challenges
• The Solution
• The Technologies
• A More Complete Picture of Customers, Retailers, and Data
• More Collaboration and Teaming
• More Effectiveness and Efficiency in How Work Gets Done
• Reduced Development Costs
• Increased Scalability
• Simplified Pricing
• Future Improvements
• The Takeaways
• The Recommendations

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Our mission is to help your business become more profitable through the successful adoption of Microsoft Dynamics 365 for Sales CRM .

But you need to know you’re choosing the right CRM and the right CRM partner. Why Microsoft Dynamics? Why QuantaCRM?

To answer those questions, QuantaCRM researches and provides CRM case studies and success stories so you can see what companies like yours have accomplished using Microsoft Dynamics 365 for Sales CRM and QuantaCRM methodology.

After all, the better you understand what we do and why, the better you will understand whether Dynamics 365 and QuantaCRM are the right fits for achieving your company’s goals !

QuantaCRM Methodology Smoothes CRM Implementation for Oil Importer

Food Importer & Distributor > $100 Million Revenue

Two years after a Goldmine implementation, AMD was using the CRM solely as an email repository.

That’s when Goldmine announced AMD’s software would no longer be supported.

AMD decided that their new CRM solution should have greater functionality for document sharing, notifications, and automation. AMD had already moved to Microsoft Outlook for email communication and archiving, so Microsoft Dynamics CRM was a natural CRM replacement.

AMD chose to work with QuantaCRM for our organized, customer-focused, and highly responsive installation process and OnTrack plan for onboarding and educating employees.

Speeding the Pace of Innovation with Help from QuantaCRM Methodology

Semiconductor & Semiconductor Equipment Company ≈ $50 Million Revenue

Intermolecular had been using SugarCRM, customized to include revenue forecasting. However, due to new team hires and changing management requirements, Intermolecular needed to redo their customizations—an expensive and time-consuming process.

Intermolecular decided to remove revenue forecasting and the other customizations from CRM, relying on Microsoft Dynamics for a powerful CRM with simpler and cheaper updates and upgrades.

Intermolecular chose to work with QuantaCRM because they felt our team best understood the services-only business model in which each sale can be very different.

Keeping Pace with Rapid Growth Using QuantaCRM Methodology

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Due to rapid growth, U.S. Compliance needed a CRM solution that would improve data consistency and accessibility, allow for increased workflow automation, and improve communication and coordination across divisions as the company took on larger workloads.

They also wanted to be able to track resource utilization and profitability.

U.S. Compliance chose Microsoft Dynamics 365 for Sales as their CRM, and opted to work with QuantaCRM on their implementation largely due to our organized implementation schedule and in-depth training and support systems.

18-year Consulting Firm Finds CRM Success with QuantaCRM Methodology

Consulting Firm < $10 Million Revenue

Veracity had employed Assistance PSA (Professional Services Automation) with Microsoft Dynamics CRM, but their first implementation involved undocumented custom code that made upgrades a painful process.

Veracity wanted to increase the benefit from Assistance PSA, do away with burdensome customizations, and gain the benefits of core CRM functionality paired with CRM best practices.

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Case Study: Epicor Integrated With Microsoft Dynamics 365

Case study: nustep, product: manufacturer of cross trainer exercise devices, project: implementation of dynamics 365m and unity by datix  epicor integration application, location: ann-arbor, mi, about the company :.

NuStep, a designer and manufacturer of recumbent cross trainers, needed a definitive single-source of the truth on the front end of their business processes. NuStep currently had strong investments in Epicor ERP software, and utilized the embedded CRM application inside of the ERP technology.

The company’s selling operations had become cumbersome and a focus on how the company could better serve their customers began to deteriorate. Challenges initially arose when team members expressed that the CRM software embedded in their Epicor ERP had failed to provide essential data from account engagements. The system also failed to effectively ship job orders from sales to fulfillment. Ultimately, the integrated CRM software was inadequately mapped to best serve the specific sales process at NuStep.

NuStep is based in Ann Arbor, Michigan and works to meet the needs of its customers in the United States and internationally.

What Happened?

The internal project team recommended the purchase of separate CRM software that would refine the daily processes of their multi-faceted selling operations. NuStep’s defined goals of implementation included improving the quality of data, ease of system, and efficiencies across several different silos. Another goal of NuStep was to improve the visibility and usability of their data. In addition, since sales processes would be segregated from their main ERP system, Nu-Step would also have to find a way to have the two operations work in tandem with one another to properly achieve their primary goal. The goal of the solution was to speed up fulfillment operations and shipping while providing greater accuracy and efficiency in all sales processes.

NuStep partnered with Datix, a leading Epicor ERP and Microsoft Dynamics CRM consulting firm on the project. The project included the implementation of Microsoft Dynamics CRM along with key points of integration with their Epicor version 9 ERP. Executive parties strategically chose Microsoft Dynamics CRM because of it’s ability to support the marketing, sales, and customer service business processes; as well for its ability to provide common metrics, dashboards, and data analysis from quote to final completion.

NuStep choose Datix as a partner – in part – due to their experience with Epicor integration projects; specifically with 3 rd party CRMs. Datix’s signature connector, Datix Connect , would allow for a complete assimilation of accounts, contacts, addresses, parts and products, serial numbers, orders, and call logs between the NuStep ERP and new Dynamics CRM system. Ultimately, the utilization of both of these products would provide NuStep a more powerful CRM and a single-source of the truth for their entire sales process and all of its data.

Fill out the form above to download the full study

Download our brief one-page case study above to see exactly how this Epicor user was able to get Epicor integrated with a brand new MS Dynamics CRM system. The case study lays out how the company went about making decisions about implementing the CRM, and what considerations they took into account when developing the processes around how to get Epicor integrated properly to create a single source of the truth. 

Datix has been providing enterprise software selection and business consulting services for over 16 years. Our experience, expertise and drive make us one of the premiere Epicor and ERP solutions providers in North America. We specialize in solutions that have Epicor integrated with CRM and other enterprise technology.

For more information about Datix integration solutions and Epicor user consulting contact us today . An expert from our team will reach out to help you with your inquiry.

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Microsoft Dynamics CRM ROI case study: Georgia State University

Georgia State University deployed Microsoft Dynamics CRM to deliver an organized and automated, omnichannel client access solution with a knowledgebase library, connecting current and former students, faculty, and staff to the Georgia State University Resource Center. Nucleus found that Georgia State University’s strategy enabled it to retire an inefficient e-mail system and the staff needed to support it. The University also reduced the number of incoming calls and telephony costs, increased staff productivity, and improved reporting.

ROI: 372% Payback: 4 months Average annual benefit: $1,310,363

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Microsoft Dynamics CRM Review 2024

Rayna Perry is a writer based in North Carolina. She holds a degree in public relations from the University of Georgia and has written professionally about B2B technology, personal finance and travel.

Ghia Smith is a writer and editor based in North Carolina with seven years of experience.

Microsoft Dynamics 365 is Microsoft’s enterprise resource planning (ERP) and customer relationship management (CRM) solution, which includes software products for sales, customer service and more. It’s a great CRM system for teams already using other Microsoft products, especially those who want to use their CRM data across multiple tools. However, there are many things to keep in mind if you’re considering Microsoft Dynamics 365 for your business. 

We at the MarketWatch Guides team tested the Microsoft Dynamics CRM to try out the top features for ourselves. We also interviewed CRM experts and surveyed 200 CRM users to determine what’s most important in their everyday workflow. This review will cover everything we learned so you can make an informed decision about CRM software for your business.

Microsoft Dynamics CRM includes valuable sales and customer service products for a unified customer experience. 

• Who It’s Best For: Microsoft Dynamics CRM is ideal for Microsoft 365 users who want a simple way to handle customer data without the hassle of outside integrations. 
• Salesforce offers similar sales CRM and customer service products, with marketing tools that outpace Microsoft’s offerings. 
• Pipedrive is a comprehensive but more affordable CRM solution for small businesses that don’t have an extensive customer database.
• Works seamlessly with other Microsoft products like Excel and Teams
• Microsoft Dynamics 365 Business Central combines key functionality for small businesses
• Advanced sales call transcription and analysis in Microsoft Dynamics 365 Sales
• Not ideal for teams that aren’t already using Microsoft software
• Limited marketing offerings compared to competitors
• Higher starter pricing

Microsoft Dynamics 365 offers multiple products that work as CRM solutions, particularly the Sales and Customer Service software. When we tested Dynamics 365, the user interface felt like just one piece of Microsoft’s broad ecosystem of work software. Reporting and analytics are all powered through Excel and Power BI (Business Intelligence). Though Microsoft’s Copilot AI is the platform’s primary AI feature, Outlook and Microsoft Teams power the email and call features. 

For Microsoft Power users, Dynamics 365 would be an easy CRM system to include in a daily workflow, as it’s already connected to other Microsoft products. However, teams that use outside software may struggle to integrate into their day-to-day. Microsoft Dynamics 365 may not be a fit for your business If your team uses Google products or seeks a standalone CRM solution that can easily connect with other platforms. 

The Dynamics 365 Sales platform offers a competitive set of features for managing contacts and opportunities. This program provides quick Excel-powered charts that feel fully integrated into the platform rather than tucked away into a separate tab for reporting and analytics. However, some of Microsoft’s more ornamental assets, like the AI-powered Copilot, have plenty of room for improvement. We’d recommend taking advantage of the free trials for the Microsoft Dynamics 365 products you’re considering to assess your business needs.

Microsoft CRM’s Pricing and Key Features

Microsoft offers a range of software products with Dynamic 365. The Sales software is most relevant to CRM, while Customer Service and Business Central also provide useful features that teams could apply to CRM strategy . However, unlike competitors such as HubSpot, teams will need to purchase separate licenses for these products without the option to bundle them for more affordable pricing. 

Microsoft Dynamics 365 Sales Features

While Microsoft Dynamics 365 offers a variety of products, its Sales software includes most CRM features that teams would find useful for contact and opportunity management. It’s comparable to Salesforce’s Sales Cloud or HubSpot’s Sales Hub. We tested the Microsoft Dynamics Sales product as the platform’s primary CRM solution for these reasons. 

Contact Management

Microsoft Dynamics 365 Sales offers robust customer profiles and an easy-to-navigate contact database. When we tested the platform, we were impressed with the organization of the customer profiles. They offer a fairly standard set-up but with a well-organized timeline that allows for quick notes and AI-powered highlights and summaries. 

View of a user leaving a note on a sample contact profile in Microsoft Dynamics 365 Sales.

Beyond the individual contact profiles, we easily accessed quick insights into the overall contact list. For instance, we generated a chart showing where contacts were located by city. With just a few clicks, we could see that most sample contacts were listed in Houston. We can imagine plenty of use cases for these quick charts, and this functionality uniquely sets it apart compared to other CRMs we’ve tested. 

View of a chart being created based on contacts’ cities in the Active Contacts list in Microsoft

Call Transcription and Sentiment Analysis 

Another feature that stood out was the sentiment analysis feature included in the call summary. This tool can detect when customers use words related to positive or negative sentiment in a call transcript. For instance, in the sample transcript of a sales call about coffee machines, the customer asked, “What makes yours better?” when comparing the product to other competitors. The system labeled this remark red and highlighted it as a negative sentiment.

These insights could be invaluable for teams that spend most of their time communicating with customers over the phone. This is especially true when reviewing previous calls to determine customers’ needs. We also noticed that certain words or phrases like “more expensive” were not highlighted as having a negative sentiment in the tool, which surprised us. It was challenging to get a sense of how the tool determined sentiment from the transcript, but it’s still beneficial if advanced phone call features are something your team could benefit from.  

Microsoft Copilot AI 

Copilot AI is Microsoft’s main AI product. It’s marketed as an AI-powered assistant that users can chat with using natural language to get insights and answers to questions while working. 

When testing this tool, we found that Copilot feels experimental and is still unrefined in many ways. For instance, the automatically generated summaries for leads were useful as at-a-glance reminders that would make great refreshers before a sales call or meeting. 

Beyond this, Copilot could be slow to load and often did not understand natural language requests. Considering it was launched last year, it’s likely to improve over time. We still think it’s a quality AI tool for teams looking to streamline their CRM usage.

Microsoft Copilot provides a summary of an open opportunity. 

Microsoft Dynamics 365 Customer Service

While we wouldn’t consider the Dynamics 365 Customer Service platform a CRM solution on its own, it’s a useful addition that can round out any team’s customer experience strategy. If you’re looking to integrate CRM and customer support software into your daily workflow, you’ll need licenses for both the Sales and Customer Service products. 

The Customer Service platform primarily covers case management and knowledge management for customer service teams, while the Sales product will include most sales or CRM-focused features. 

Microsoft Dynamics 365 Business Central 

The Microsoft Dynamics 365 Business Central product is designed for small and medium-sized businesses. It offers a sampling of Microsoft Dynamics features across products. The product includes some of the CRM essentials found in the Dynamics 365 Sales product, in addition to project management, supply chain logistics and finance tools. 

While not a straightforward CRM solution, the Business Central product combines some of Microsoft Dynamics sales features with a broader range of business tools. It reminds us of similarly “bundled” product offerings like Salesforce’s Starter Suite and HubSpot’s Customer Platform, though it’s still missing comprehensive marketing features. 

Microsoft Dynamics Integrations

Microsoft Dynamics 365 works with nearly all Microsoft 365 software, including Microsoft Teams and the Office Suite. Teams can integrate Dynamics 365 with outside software, although options are limited. Competitor software like Gmail and Google Calendar won’t have native integrations. We are also surprised that Zapier integration is not an option for Dynamics 365. 

The Microsoft AppSource library makes it easy to search for specific CRM integrations if you have specific apps you want to connect. 

Where Microsoft CRM Software Falls Short

While the Microsoft Dynamics CRM does have plenty to offer, there are many things to keep in mind if you’re considering it for your team. If you’re not already using Microsoft software, implementing it may be tricky as part of your day-to-day. And even if your team already uses Microsoft 365, the Dynamics platform still lacks some key marketing functionality. 

Not Ideal for Non-Microsoft Users

Microsoft Dynamics is very well integrated with other Microsoft products, so much so that it’s hard to imagine teams getting enough value from the platform if they’re not already a Microsoft customer. Integrating with outside tools is not impossible, but it’s definitely more challenging. If your business uses Zoom and Google Calendar, you’ll need to switch to Microsoft Teams and Outlook Calendar to make life easier while using Dynamics 365 for CRM. 

Limited Marketing Offerings 

While top competitors like Salesforce and HubSpot offer dedicated marketing software, Microsoft does not provide a marketing product. The Microsoft Dynamics Customer Insight platform can help boost customer profiles with behavioral data and audience segmentation, which can help streamline marketing automation. But it’s missing functionality for email marketing, social media advertising campaigns and testing. Microsoft Dynamics may not be the best choice if you’re looking for an all-in-one marketing solution for managing customer journeys. 

Higher Starting Costs 

Regarding starter plans, you’ll notice that Microsoft Dynamics has a higher price tag than many competitors. The Sales product starts at $65 per month per user, double (or triple) the starting cost of competitors like Salesforce or Pipedrive . Budget-friendly options like Zoho CRM offer pricing that caps out at $65 per month by comparison. These higher costs are something to keep in mind, especially for large enterprises. Even if you’re not looking for advanced plans, your monthly costs may be higher than other CRM solutions. 

Microsoft Dynamics 365 Sales Pricing

Microsoft Dynamics 365 Sales is offered in three major plans, with a Relationships Sales option as a variation of the Enterprise plan.

Microsoft Dynamics 365 Sales Professional Plan 

The Professional plan offers the lowest price per user and the most limited set of features out of all plan options. It’s missing the AI Copilot functionality and advanced sales engagement features, but it still offers the bulk of Microsoft Dynamic’s CRM functionality, such as contact and opportunity management. It’s still a solid choice if you’re on a budget and don’t need extras like AI. 

Microsoft Dynamics 365 Sales Enterprise Plan 

The Enterprise plan offers more features than the Professional plan, including the AI Copilot for the Dynamics 365 Sales product. It lacks the same advanced sales features as the Professional plan. Still, if you’re interested in Dynamics 365 specifically for the AI Copilot functionality, it’s an affordable choice that can get you access to those features. 

Microsoft Dynamics 365 Sales Premium Plan 

The Premium plan is for teams that need advanced sales engagement features like predictive forecasting. This is the only plan offering this functionality, making it the top choice for teams that want access to all the Dynamics 365 Sales features. The Relationship Sales plan builds on the Enterprise plan (not the Premium plan) and won’t include the same advanced sales features. 

Microsoft Dynamics 365 Sales Relationship Sales Plan 

The Sales Relationship plan includes the same feature set as the Enterprise plan with the addition of LinkedIn Sales Navigator, which teams can use to generate and manage leads from LinkedIn’s network. It also requires a minimum of 10 seats, so it’s best suited to larger businesses. Beyond this, it offers the same functionality as the Enterprise plan, though pricing is custom. Teams will need to contact a Microsoft sales representative to get insight into how much this plan will cost. 

Alternatives to Microsoft Dynamics

Some of Microsoft Dynamics 365’s top competitors are Salesforce and Pipedrive. Salesforce is a similarly comprehensive provider offering different software solutions, while Pipedrive specializes in sales CRM. These three options include similar feature sets, though CRM pricing can vary widely, especially for more advanced plans. 

When we surveyed CRM users, respondents highlighted workflow automation and contact activity tracking as the most important key features. We used insights like these to evaluate tools and compare feature availability.

How Microsoft Stacks Up to the Competition

Based on price range and features, we compared Salesforce’s Sales Cloud and the Microsoft 365 Sales platform to Pipedrive. Although all three providers are closely matched regarding pricing and features, Salesforce had the most to offer regarding proper sales CRM functionality. 

Aside from the higher starting price, Dynamics 365 falls behind because it doesn’t include much native marketing functionality. Even without Salesforce Marketing Cloud, Sales Cloud users can access essential mass email tools. The same goes for Pipedrive users who select the Advanced plan or above. In our tests of these platforms, Pipedrive also stood out for its overall ease of use, which is key to streamlining any sales process with CRM software. 

The Bottom Line

Microsoft Dynamics 365 is a comprehensive software that works best as a CRM solution for teams already using Microsoft 365 software such as Outlook, Excel and Teams. When we tested Dynamics 365 Sales, its contact management, sales call transcription and AI-powered features stood out, but we think it may be challenging to use the platform with non-Microsoft tools in a daily workflow. Company size can also affect team adoption. Large teams using Microsoft may pick up Dynamic 365 with a minimal learning curve. However, small business leaders should remember that there are more user-friendly business solutions for CRM, like Pipedrive, that are more efficient for sales representatives. 

Our overall experience with Dynamics 365 was positive, but we suggest looking into other changes you may need to make if you’re not already using Microsoft products. Implementing a CRM can be challenging enough, so it’s vital to ensure the software you choose can support your CRM strategy while streamlining your daily workflow.

Frequently Asked Questions

What is microsoft dynamics good for.

Microsoft Dynamics 365 is a great CRM for sales teams already using Microsoft Office 365 software like Word, SharePoint or Teams. Using Dynamics 365 for CRM can streamline contact management using data and software that’s already a part of your daily workflow without needing outside integration with other CRM tools .

Does Microsoft have a CRM?

Yes. Microsoft Dynamics 365 is a CRM solution that includes sales, marketing and customer service products. 

If you have feedback or questions about this article, please email the MarketWatch Guides team at editors@marketwatchguides. com .

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Microsoft Dynamics 365 and Power Platform experts providing comparisons and opinions for the CRM selection process.

Streamline User Workflows with New Capabilities for Dynamics 365 Sales

Over the past couple months Microsoft has been slowly releasing the latest features for Dynamics 365 Sales as part of the 2024 Wave 1 Release . With an emphasis on increasing productivity workflows and better understanding customer needs, these new capabilities are sure to help sellers better connect with prospects and accelerate deals at every stage in the pipeline.

Learning about each new capability can be a bit overwhelming, so we’ve decided to do the grunt work ourselves and share our results with you. We’ve put together a webinar highlighting the new features we think would be most beneficial to your sales team along with a live demo explaining how it works. Here’s a quick preview of the capabilities we’ve covered:

WATCH THE FULL DYNAMICS 365 SALES WAVE 1 RELEASE WEBINAR

Quickly generate a record summary

If you’ve ever used Dynamics 365 Sales in the past, then you’re more than aware of how time-consuming trying to get an in-depth view of a record status can be. Previously, you’d have to go through all record data fields and all the information stored in the timeline to get whatever details you needed. And, if there was a lot of record activity it would take additional effort to sift through all of it. Now, thanks to this new feature and some help from Copilot, there’s a more efficient way to find relevant record information. In just a few seconds, you can access high level overviews of any record and provide tailored communication to prospects and access lead info more efficiently while sales managers can stay up to date on what their team is working on.

Get greater visibility into sequence activities

From qualifying leads to closing deals, sequences activities guide salespeople over the course of a sale. With more visibility into scheduled sequence activities, sales teams can plan more strategic communication with prospects and avoid making too many excessive touchpoints during the sales journey. In our webinar demo, you’ll see how easy it is to get more oversight into past and upcoming sequence activities by simply connecting your sequences to a record.

Searching records on SharePoint with Copilot

As a one-stop shop for storing and organizing content, SharePoint is a highly valuable Microsoft application. However, if you have a lot of documentation or a vast library of resources, finding what you need can be like finding a needle in a haystack. With this new capability Copilot can search through documents and other information on SharePoint to quickly get the answers you need. Now sellers can access documentation without leaving the sale environment – and we’ll show you how it's done.

Our webinar provides a more detailed walkthrough of each new capability, including a demo of how it works and how you can set them up. You’ll see firsthand how effortless it is for your team to reap the benefits of these newly released features.

There are plenty of additional updates currently being released and more to come throughout the year. If you’re interested in implementing these new features in your organization or would like to learn more about which Dynamics 365 products and services would be beneficial to your team, we’d be more than happy to help. Get in touch today!

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From the Microsoft Dynamics 365 Finance and Supply Chain Management Blogs: Security roles; Financial reporting; Traceability; Master planning

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In this week’s Dynamics 365 F&SCM blog roundup:

Security roles in D365 Finance and Operation

Enhancing and streamlining financial reporting with dynamics 365 finance.

• Introducing traceability add-in for Dynamics 365 Supply Chain Management
• Master planning in Dynamics 365 Finance & Operations

On the CloudFronts blog , Hitesh Jingare wrote that ensuring user security is a critical aspect of Dynamics 365 for Finance and Operations. 

In his blog post, Jingare reviewed security fundamentals, then explored two recently introduced features that help you better understand and set up customized security roles within D365 F&0: security diagnostic and security configuration tools.

On the Microsoft Dynamics 365 blog , Jinnie Wong stated that effective financial reporting is crucial for accuracy, compliance, and decision making. Wong noted that the new D365 F&O financial reporting add-in, which is available worldwide, streamlines processes and improves data accuracy.

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Managing cases with Dynamics 365 Customer Service Hub

Microsoft Dynamics 365 for Customer Service lets organizations better serve their customers and manage agent caseloads by providing a wide range of case management options. Whether agents are looking for more efficient ways to create cases or better ways to manage the case lifecycle, the case management tools in Microsoft Dynamics 365 can help them throughout the management process.

Learning objectives

Let's take a look at the following:

• Examine the case resolution process in Dynamics 365 from beginning to end
• Identify the different options that are available for creating and defining cases
• Use business process flows to guide agents through case resolution
• Review when and how parent/child cases are used
• Identify when similar cases should be merged
• Work with case status reason transitions, and configure custom status transitions

Prerequisites

Basic understanding of how to move around in the Dynamics 365 Customer Service application and a working knowledge of the core records that are available.

• Case management overview min
• Case creation and lifecycle min
• Considerations for case creation automation min
• Exercise - Create and resolve cases min
• Case management scenarios min
• Case management dashboard scenarios min
• Case management work with cases scenarios min
• Use Copilot to assist in resolving customer issues min
• Work with status reason transitions min
• Exercise - Manage cases in Microsoft Dynamics 365 min
• Check your knowledge min
• Summary min