Curiosity is the essence of human-being. We always try to find the answers to our questions. Let us say, which is better: Microsoft Excel or Google Sheets? They offer almost the same functionality, however, when it comes to a large array of data processing, or data analysis, Excel is unrivalled. Adherents of each camp are so convinced of their choice, that the controversy over “What is better” will never subside.
But what about CRM systems? After all, the choice of the most proper CRM system directly determines how effectively your teams work and interact. Moreover, it is a guarantee of your client’s satisfaction, allowing you to improve the quality of customer service. Finally, a properly chosen CRM system determines how your business will grow. You can read more about CRM in our recent article.
There are many of CRM system providers on the market. The leading ones are Microsoft Dynamics 365 and Salesforce CRM. The Dynamics 365 is a line of intelligent business applications for enterprise resource planning and customer relationship management, while Salesforce provides CRM service and a complementary suite of enterprise applications.
Sounds quite similar, isn’t it? So, which system to choose and what the difference between them? Let’s figure it out and compare them! Here is the shortlisted comparison:
| Microsoft Dynamics 365 Sales Professional subscription | Salesforce Enterprise subscription | |
| Pricing | 65$/Month (monthly subscriprion) | 150$/Month (Annual subscription) |
| Flexibility&integration | Number of apps in AppSource. Native integration with all MS Dynamics products. | 3000+ Apps in AppExchange. However, to use with ERP and other productivity tools needs connectors. |
| Service Legal Agreement (SLA) | 99.9% financially backed | Available on request only. |
| AI | Yes, build in. | Yes, but available for additional price. |
| Deployment possibilities | Cloud based, on-premise, hybrid | Only cloud based |
Let’s delve deeper into comparison.
PRICING
Things get a little more complex when it comes to pricing. Dynamics 365 pricing is much more complex than Salesforce, as Microsoft offers both CRM and ERP solutions. However, it is much easier to assemble the perfect “set” for an enterprise’s unique needs.
Moreover, Dynamics 365 is twice cheaper as Salesforce (65$ for Dynamics 365 Sales Professional vs 150$ for Salesforce Enterprise subscription). Furthermore, for half the Dynamics’ price, you receive a complete, robust CRM solution that includes case management, basic marketing, and customer service as well as sales force automation, while with the Salesforce’s subscription you receive sales force automation as a core offering.
FLEXIBILITY & INTEGRATION
The real power of the system is in its ability to integrate with other systems and services (read more about the CRM and ERP integration benefits). A great advantage of Salesforce CRM is that they offer more third-party applications in the app store than Microsoft AppSource does.
Dynamics 365, however is a comprehensive business application system, built on the Microsoft Azure cloud computing ecosystem. Consequently, it provides seamless integration capability with a variety of Microsoft apps like Dynamics 365 for Finance/AX/Supply Chain Management/Business Central, Outlook, Microsoft 365, Power BI or PowerApps.
Salesforce is a standalone CRM system, to use it with ERP and other productivity tools, you need to install connectors. What it all boils down to is the more connectors you use – the more price increases, and performance drops.
SERVICE LEGAL AGREEMENT
Microsoft owns its worldwide cloud infrastructure, operates in a transparent manner, and ensures financially backed 99.9% SLA with monthly measurement intervals. Salesforce SLA is only available by prior arrangement.
ARTIFICIAL INTELLIGENCE
The main distinguishing feature of Dynamics 365 and Salesforce CRM is the presence of artificial intelligence, which makes their sales and service tools more intelligent.
Microsoft AI is deeply integrated into all Dynamics 365 modules. The AI in the system provides natural language analysis and intelligent sales forecasts, which in turn increases the speed of doing business and the quality of client service.
Salesforce Einstein AI, in turn, is offered by subscription, but it uses deep AI learning algorithms to understand the characteristics of each company’s sales process and suggest improvements for it. When used in combo with service and marketing tools, Einstein can generate answers to customer questions and helps marketers provide the most effective strategies.
DEPLOYMENT POSSIBILITIES
It’s well understood that the future belongs to cloud technologies. However, for some organizations, it is important to keep the system and information on their servers. Unlike Salesforce, Dynamics 365 can be deployed in the cloud, on-premise, or as a hybrid solution. Salesforce can be deployed only in the cloud.
CONCLUSION
Both systems are very similar in functionality, but it’s worth mentioning that the devil is in the details. Nonetheless, how to choose the right one? The answer is simple: it depends on the needs of your business and current situation.
If you are already using any of Microsoft’s business apps and the monthly price matters, then Dynamics 365 is your choice. For the Dynamics price you receive much more than for the Salesforce’s price. Moreover, you have a 99,9% Financially backed SLA, as well as on-premise deployment possibility. On the other hand, choose the Salesforce’s CRM for the number of third-party apps and more powerful AI matter.
Still have any doubts or not sure which Customer Relationship Management system to choose? Let’s dispel any of them together!
