Dynamics 365 Customer Engagement vs. Salesforce: What is your best option in CRM?

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Dynamics CRM vs. SalesforceBetween Microsoft Dynamics 365 Customer Engagement vs Salesforce has always been a close fight that results in good options for the end customers. In other words, there are many similarities between both tools that serve to your business purposes and objectives to manage your relationship with your customers.

So, competition between these CRM giants translates into new features that benefit and offer competitive advantages for companies of any size. Now, if you are evaluating your options in automated CRM tools, it is time to make your mind for one of the best in the market. We invite you to discover which of them suits you best.

Microsoft Dynamics 365 vs Salesforce: What is your best option in CRM?

In 2015 Microsoft Dynamics CRM won for the first time the race between Microsoft Dynamics CRM vs Salesforce. This victory marked the end of a golden age for Salesforce who, until then, was the undisputed long-time champion in CRM systems.

Since then, Microsoft Dynamics 365 Customer Engagement, as it is now known, has given a good fight to stay at the forefront. In this sense, experts always have a good review that supports its good performance and places it at the top of the preferences of customers around the world.

In other words, experts and specialized magazines that closely follow the contest between Microsoft Dynamics 365 Customer Engagement vs Salesforce evaluate and value the criteria to deliver their golden stars: Customer Satisfaction; maintenance costs; functionality; flexibility; GUI; integrations and development options; among others.

Let’s see how the many aspects in which Microsoft Dynamics 365 Customer Engagement stands out above Salesforce in the ranking.

# 1: Development and Flexibility

In the race between Microsoft Dynamics 365 Customer Engagement vs Salesforce, the first point that stands out in favor of Dynamics 365 is its development and flexibility to achieve integrations.

So, unlike Salesforce, Microsoft Dynamics 365 Customer Engagement applies and includes universal web development languages ​​such as .Net, HTML, Java, etc. This translates into a competitive advantage because it gives to each client enough flexitbility to develop its own personalizations. In other words, clients are not tied to a single programming language for the development of additional applications.

Also, in the event that the client does not have the right staff or technical means to develop customizations; Microsoft Dynamics 365 Customer Engagement has an extensive network of partners – among which Fusionworks stands out- who can take care of them.

On the contrary, Salesforce is quite limited in terms of used programming language: It only uses Apex, a proprietary programming language. Like this, customers get stuck on their platform and do not have several customization options.

In other words, any integration or extra personalization that the client may wish to include, must necessarily be developed in Apex. This limits the possibilities of integration and compromises the flexibility of the tool.

# 2: Costs

Following, we find costs. This is always a major and determining consideration when making your final choice. As discussed below; main features offered by both tools are really very similar.

However, Salesforce has always been – and continues to be – the most expensive CRM solution on the market. The difference between Salesforce and Microsoft Dynamics 365 Customer Engagement regarding prices can be as much as the double.

In addition, the cost – value relationship between Dynamics 365 Customer Engagement vs Salesforce gets clearer in their catalogue options approach: Salesforce bases its main offer solely on the automation of the sales force; while Microsoft Dynamics 365 Customer Engagement offers a robust and comprehensive CRM solution that includes basic marketing; case management;  customer service and sales force automation. In addition, the add-ons offered by Microsoft Dynamics 365 Customer Engagement are more complete and cheaper than those offered by Salesforce.

Finally, Microsoft Dynamics 365 Customer Engagement  stands out in terms of design conception and features contained in each version released to the market. That is, Microsoft CRM Pro has characteristics very similar to the Salesforce Enterprise Edition at almost half the price. Undoubtedly, the accounts in this particular are in favor of Microsoft Dynamics 365 Customer Engagement.

# 3: Integrations with Microsoft 

Regarding integrations, we perfectly know that Microsoft is a mandatory reference in technologies and has both; a solid track record and the global preference of customers. So, nobody discusses the usefulness of the tools such as Outlook, Office and Exchange that also; almost all companies already have legacy systems.

So, the integration of Microsoft Dynamics 365 Customer Engagement with them is natural and therefore, this CRM is the undisputed winner in this aspect, same as customer preference. In other words, it all comes down to the hidden costs you can save when choosing it.

Let’s do the math: It’s perfectly possible to develop applications in Apex to bridge Outlook,  Office and Exchange with Salesforce. However, organizations that opt ​​for this action will experience more difficult integrations; and will experience more limitations in terms of functionality. And all this aspects finally impacts on finances.

# 4: Hidden costs

And speaking impact on finances, hidden costs makes a lot of noise. Let’s review what they mean and figure out what CRM ends up by generating a string of them that are not revealed to the client until they are fully involved in the license purchase process. They are:

Extra functionalities. This category includes Mobile version; Offline Access/Synchronization and Knowledge Base. Salesforce sells them all as extra features; while they are included in Microsoft Dynamics 365 Customer Engagement in the monthly license.

Dynamics 365 Customer Engagement vs SalesforceStorage. Salesforce and Microsoft Dynamics 365 Customer Engagement offer additional storage per GB/month. However, the costs for this concept are unquestionably greater with Salesforce than with Microsoft Dynamics 365 Customer Engagement.

Versions. As we mentioned previously, Salesforce offers a base price per month / user for its Professional Edition version -which is a very limited version- for an amount that can be double the costs of Microsoft Dynamics 365 Customer Engagement license.

Similarly, to acquire a Salesforce license with the features offered by Microsoft Dynamics 365 Customer Engagement in its most basic license; you will have to make an extra investment, and it’s not a very cheap one.

In summary, with Microsoft Dynamics 365 Customer Engagement, you have at your disposal the necessary and complex functionalities for a minimum investment. Again, another point in favor of this brand in the contest Microsoft Dynamics 365 Customer Engagement vs Salesforce.

# 5: Extensibility

Here we discuss the development options. In addition to being a robust and complete CRM,  Microsoft Dynamics 365 Customer Engagement can also be used as a development platform.

As you may have already figured out, this is essential to keep up with the growth and evolution of each company: Microsoft Dynamics 365 Customer Engagement guarantees the ability to customize and expand your scope to meet new demands and needs of your corporation.

Let’s give the right value to things: Salesforce also allows development options in Apex. Under this premise, both tools are perfectly capable of customizing views; fields; forms; commercial entities and similar. However, the process to do so will always be slower in Salesforce.

Once again, the best CRM option in this aspect is undobtely Microsoft Dynamics 365 Customer Engagement. Its predesigned applications will save you even coding, which guarantees fast change integration and implementation.

# 6: Options in Implementation

In this particular; Microsoft Dynamics 365 Customer Engagement offers you several options among which you can choose for implementation and start-up:

  • Private hosting
  • SaaS(Multi-tenant)
  • Local hosting
  • Cloud platform. You can choose between Azure, Public Cloud, Private Cloud and even Hybrid Cloud.

On the contrary, Salesforce limits you to a single implementation method: multi-tenant on-demand (SaaS) hosting. In the long term; this implies that your company will face higher implementation and ownership costs.

In addition, Salesforce does not have complete security controls to make your IT environment completely private; which can also be a decisive factor for government companies, or companies that simply prefer to keep total control of the privacy of the data they handle.

Finally, let’s look at a summary table comparing the characteristics of the contest between Microsoft Dynamics 365 Customer Engagement vs Salesforce; the consecrated giants of CRM. It will surely help you make your final decision:

 

Microsoft Dynamics 365 Customer Engagement vs Salesforce, the final decision

At this point, it is quite clear the answer about what is your best choice among these giants in Customer Management. Similarly; we know that the contest between Microsoft Dynamics 365 Customer Engagement vs Salesforce will continue to be tough for your total benefit.

Now it’s time to take a step forward and picking the winner: Microsoft Dynamics 365 Customer Engagement. In Fusionworks we put it at your fingertips with all the experience, reliability and security that characterizes us. Contact us here to start the process.

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