When Microsoft Dynamics 365 first launched, many businesses questioned how it would impact those using Dynamics CRM. Now, with years of hands-on experience, we can clearly understand how Dynamics 365 CRM differentiates itself from its predecessor. This blog outlines the key improvements Dynamics 365 CRM offers over Dynamics CRM, helping you determine if making the switch is truly worth it.
What is Microsoft Dynamics 365 CRM?
Microsoft Dynamics 365 is not a completely new product, nor is it just a single software solution. Rather, it’s a robust platform that combines Enterprise Resource Planning (ERP) and Customer Relationship Management (CRM) systems, integrating various business functions into one seamless solution.
At its core, Dynamics 365 is a reimagined suite of popular Dynamics products that now sit together under a unified cloud-based platform. This new suite combines multiple functionalities into one system, allowing businesses to manage all the tools they need to run their operations more efficiently.
Instead of thinking of Dynamics 365 as a single product, it’s better described as an integrated ecosystem of apps. These apps remain distinct but are designed to work together seamlessly via Microsoft’s Common Data Service. This platform standardizes data across applications, making it easier to share information between apps like Microsoft PowerApps and other external tools.
The Dynamics 365 Customer Engagement Plan, previously known as Dynamics CRM, now consists of the following apps:
- Dynamics 365 for Marketing
- Dynamics 365 for Customer Service
- Dynamics 365 for Sales
- Dynamics 365 for Project Service Automation
- Dynamics 365 for Microsoft Social Engagement
- Dynamics 365 for Field Service
Each app can be purchased individually or as part of the complete Dynamics 365 suite, which also includes ERP functionality.
These can be purchased individually as well as a part of Dynamics 365 plan that also has ERP apps.
Key Advantages of Dynamics 365 CRM Over Dynamics CRM
Here are some key advantages of Dynamics 365 over the older versions of Dynamics CRM:
1. AI and Machine Learning
One of the most powerful improvements Dynamics 365 offers over its predecessor is its built-in AI and machine learning capabilities. Unlike Dynamics CRM, which required explicit programming for most functions, Dynamics 365 learns from your data and automates processes intelligently.
For example, Dynamics 365 for Sales includes the Relationship Assistant, which tracks customer behavior, analyzes information, and automatically generates action cards to help move sales pipelines forward. It can even assess customer relationships and suggest next steps to maintain engagement, such as reminders for follow-ups or re-engagement with inactive contacts. This AI-driven approach not only improves efficiency but also provides more data-driven insights to help businesses make proactive decisions.
2. Unified Interface for Seamless User Experience
In late 2017, Microsoft introduced the Unified Interface for Dynamics 365, creating a consistent, mobile-friendly user experience across all apps. This update standardizes how data is presented, making it faster for users to access the information they need, regardless of their device or screen size.
The interface is designed to be responsive and intuitive, allowing users to move seamlessly between desktop and mobile environments without sacrificing functionality or performance. This enhanced mobility gives users better access to critical features like editable grids, Power BI integration, and geolocation-based services.
3. Enhanced LinkedIn Integration
Dynamics 365 includes native LinkedIn integration through Microsoft Relationship Sales, making it easier for sales teams to connect with key decision-makers and build meaningful relationships. By leveraging LinkedIn’s rich data, businesses can identify and engage with potential customers more efficiently.
4. PowerApps and Microsoft Flow for Custom Solutions
Dynamics 365 empowers users to build custom solutions with little to no coding experience, thanks to tools like PowerApps and Microsoft Flow.
PowerApps is a drag-and-drop app builder that allows users to create custom apps that integrate with existing business systems.
Microsoft Flow automates workflows between Dynamics 365 and third-party apps. For example, businesses can create workflows that monitor social media posts about their brand and trigger actions such as sending notifications or creating new customer records.
These tools provide unprecedented flexibility, allowing businesses to tailor Dynamics 365 to their specific needs without extensive developer resources.
5. Power BI for Advanced Data Insights
Another key advantage of Dynamics 365 is its seamless integration with Power BI, Microsoft’s powerful business intelligence tool. With Power BI, users can visualize their data, generate comprehensive reports, and make data-driven decisions. By embedding Power BI within the CRM interface, Dynamics 365 allows for real-time insights and a deeper understanding of business performance.
6. Developer Tools and Sandbox Environments
Unlike Dynamics CRM, where the development sandbox was only available for accounts with 25+ licenses, Dynamics 365 provides a sandbox environment by default. This gives developers more room to innovate, test changes, and ensure stability within their systems without affecting live operations. Additionally, Dynamics 365 includes a self-service portal for easier system management and customization.
7. Improved Mobility Features
Dynamics 365’s mobile functionality has been enhanced to better integrate with device-specific features like cameras and geolocation. Users also have improved access to CRM features on mobile devices, including editable grids and Power BI. This makes it easier to work on the go and increases the overall productivity of mobile teams.
8. Future-Proofing Your Business with Dynamics 365 CRM
If your business is still using a version of Dynamics CRM prior to 8.2 (the version reintroduced as Dynamics 365), you’re missing out on significant updates and innovations. Microsoft has shifted its focus toward cloud-based solutions, meaning that older versions of Dynamics CRM will only receive basic security updates and limited support.
Switching to Dynamics 365 not only ensures that your business remains competitive with access to the latest features but also offers a more cost-effective solution. As a cloud-based platform, Dynamics 365 eliminates the need for expensive hardware, reduces labor costs, and lowers the risk of data loss, all while improving uptime and boosting productivity.
Conclusion
If your business is still using an older version of Dynamics CRM, upgrading to Dynamics 365 is definitely worth it. The transition opens the door to a host of advanced features and capabilities that legacy CRM systems simply cannot match. With Dynamics 365, you gain access to integrated ERP and CRM functionalities, offering a more seamless experience across your organization.
