Microsoft Dynamics CRM vs. Salesforce – High-level comparison

Microsoft Dynamics CRM is better than Salesforce - High-Level Comparison

Microsoft Dynamics CRM vs. Salesforce

A CRM (customer relationship management) is a software tool that provides customer insights.  It also offers a systematic oversight and maintenance of customer relationships for marketing, sales and service teams. CRM systems have been helping businesses organise and track contact information from one centralised location since 1999.

What was once dominated by Excel spreadsheets and Access databases became revolutionised to become online when Salesforce was launched in 1999. Largely associated with sales and known as a tool dedicated only sales teams; CRM was extended for marketing and service teams only in the last few years.

Microsoft Dynamics CRM vs. Salesforce

While Salesforce.com was one of the first dominant CRM players, Microsoft Dynamics CRM soon was launched as one of its fiercest competitors. Like PepsiCo vs. Coke, General Motors vs. Ford, Nike vs. Reebok; Dynamics CRM and Salesforce are each enhancing their offering and bettering their product to grab a greater market share. Other CRM players on the market also gained traction and targeted the micro to smaller businesses such as SugarCRM and Zoho CRM.

Salesforce does deserve credit for identifying the opportunity in the first place and offering a simple cloud-based system at a time when most people did not even know what a cloud service was. However, while Salesforce has been dominating the CRM field for a while, Microsoft Dynamics CRM is out to take the lead pretty soon.

High-level reasons why we feel Dynamics CRM is better than Salesforce

Dynamics CRM was initially engineered to be an extension of Microsoft Outlook; one of the most popular and widely used email client. 13 years later, users can automatically load their Outlook contacts in CRM with calendar items and reminders always being in sync with CRM. One single click is all it takes to track email conversations and convert the contact into lead or opportunity. As a Microsoft product, it has tight integration with other common Microsoft business applications such as:

  • SharePoint
  • Excel
  • Yammer
  • Lync
  • Skype for Business

Salesforce requires external plugins for integrating with the most common business applications.

Dynamics CRM has an all-inclusive pricing model

This means that once you purchase the Dynamics CRM license, there is practically nothing else you need to pay for. Salesforce charges extra for offline accessibility, service cloud and external plugins for integration.

Microsoft provides its users with a financially backed SLA

An SLA is a Service Level Agreement – The agreement between the service provider and the customer that the service will be available for an agreed upon period during the month. Salesforce offers the following commitment: “use commercially reasonable efforts to make the online Services available 24 hours a day, 7 days a week”. Microsoft guarantees a 99.9% up time financially backed SLA. For Microsoft customers, if they have 45 minutes downtime over a month, then they would be eligible to recover 25% of the service cost in credit.

Dynamics CRM and Power BI integration

This integration provides users with the ability to combine the power of their data for predictive analytics. In 2015, Salesforce has released Salesforce Wave that is a BI-visualisation tool similar to Power BI. Power BI has longevity and was rated a leader by Gartner’s Magic Quadrant. Salesforce Wave is relatively new and is not yet capable of offering all the functionality when compared to its Microsoft counterpart.

Microsoft has a well-defined road map for its CRM offering

While Microsoft Dynamics CRM is experiencing renewed investment and focus with sustained client interest and end-user satisfaction. The same cannot be said about Salesforce, despite its boast about improvements to the mobile experience. It’s browser-based Aloha interface is over 7 years old and follows the same tab/object/record design model that was introduced in the first version.

Microsoft is rapidly adding innovative new features such as an Internet of Things (IoT) module.  This allows businesses to track things like vehicles and equipment within the CRM interface, with workflow based rules based on certain parameters.

If you are evaluating CRM technologies and would like to explore Microsoft Dynamics CRM in detail, contact Empower IT Solutions.

Further reading

  1. Microsoft Dynamics CRM vs. Salesforce – Why cloud should not be the only option
  2. Microsoft Dynamics CRM vs. Salesforce – Do SLAs matter
  3. Microsoft Dynamics CRM vs. Salesforce – What are the hidden costs
  4. Microsoft Dynamics CRM vs. Salesforce – How behavioural analytics impact sales
  5. Microsoft Dynamics CRM vs. Salesforce – Integration with business systems