So What Happened to Microsoft Dynamics CRM?

Well, it has reinvented itself with a new name, new features and a new, flexible-licensing model. 

On November 1, 2016, Microsoft launched Dynamics 365—a modern, mobile and intelligent ERP AND CRM cloud business application. With this transition, the functionality of Microsoft Dynamics CRM is now within three distinct apps:

  1. Sales
  2. Marketing
  3. Service

Like the CRM you already know, these three Microsoft Dynamics 365 apps still work seamlessly together in the cloud.

New Name

Microsoft Dynamics CRM is now known as Microsoft Dynamics 365 for Sales, Marketing and Service.

New Features

Microsoft Dynamics 365 is simple to use and, because it lives in the cloud, you can access it from anywhere (on any device), simply by logging into your Microsoft account. Productivity tools like Office 365 and Adobe’s Marketing Cloud seamlessly integrate within Dynamics 365. Additionally, features that have previously been costly add-ons to Dynamics CRM, will now be built within these applications including social listening and knowledge management functionality.

Plus, intelligence features like Cortana, Power BI and Azure Learning Machine are integrated within the Dynamics 365 subscription. Speaking of subscription, Dynamics 365 is now licensed in a new, flexible way.

New License Model

Microsoft Dynamics 365 is built on a subscription licensing model, which means:

  • Lower monthly costs
  • The most up-to-date features and versions
  • Costs are based on consumption (per user/per month basis)

Start with what you need to run your business and then add apps as your needs change. The Sales, Marketing and Service Apps– are now separately licensed, but they will work together like the CRM you know and love. Microsoft Dynamics 365 gives businesses more choices.

There are two editions within Dynamics 365: Business and Enterprise.

The Business Edition (releasing in spring 2017) will include Sales, Marketing and Customer Service Apps for organizations with 0 users or less. Each business application will cost $40 per user/per month, or you can purchase a plan for $50, which includes all of the applications and functionality.

The Enterprise Edition (available now) includes: Sales, Marketing, Customer Service, Field Service and Project Service Automation for organizations with over 250 users. Each enterprise application is individually priced at $95 per user/per month, or you can purchase a plan starting at $70 per user/per month, which includes all of the applications.

Contact us to learn more about Microsoft Dynamics for Sales, Marketing & Service.


How to Enhance Sales Productivity with Dynamics CRM

Microsoft Dynamics CRM provides a complete and intuitive solution that can help salespeople be more productive so they can focus on what’s most important—delivering amazing customer experiences. Watch this short video to see how Dynamics CRM can help you stay focused, win faster, and build trust.

Microsoft Dynamics CRM 2016 Release Overview


New features for customer service, care and support available in Microsoft Dynamics CRM 2016.


Microsoft is responding to the need to put customer service at the forefront of the organization’s intelligent customer engagement strategy with its upcoming release of Dynamics CRM 2016.

New and Improved Engagement Center Experiences: Dynamics CRM 2016 includes a new interactive surface hub that delivers tailored application experiences for Tier 1 and Tier 2 agents so that they have the information they need to be able to focus on speedy resolution.

Real-time dashboards provide a single view of their workload, giving organizations and agents the flexibility to choose the order of case resolution.

Interactive charts also provide a visual representation of the work items and can be used as visual filters to allow the slicing and dicing of data.

This next release brings enhanced intelligence and insights to the next level in customer service analytics driven intelligence and a native knowledge

management system for CRM. This means that organizations can capture and access information to systematically resolve issues faster.

With Dynamics CRM 2016, Microsoft is delivering a solution that not only captures the signals communicated in various channels in the market, but one that also empowers the agent to provide meaningful feedback. The new release enables improved communications arising from listening to the voice of the customer by capturing and leveraging customer feedback to shape customer engagements with easy-to-use mobile in-touch enabled tools.

The new release also leverages social channels with Azure machine learning. Agents can instantly track and analyze relevant sentiment via Microsoft Social Engagement and engage directly with customers on social channels, such as Twitter or Facebook, with the option of converting issues through social channels into cases.

Overall, Dynamics CRM 2016 brings comprehensive customer service solutions to business today, empowering the customer service agent with intelligence and insight at their fingertips and making them better able to deliver personalized, proactive and speedy service and resolution.

If you would like to learn more about Microsoft Dynamics CRM, please contact us today.

The contents of this blog post are a transcription of the video: Microsoft Dynamics CRM Customer Service.

Customer Success Story: Arbor Day Foundation

arbor day2

Founded in 1972, the Arbor Day Foundation, has become the largest nonprofit membership organization dedicated to planting trees. The foundation has nearly one million members, supporters, and valued partners.

The Arbor Day Foundation’s leadership recognized the need for a more versatile customer relationship management system to replace the organization’s aging infrastructure. In particular, they were looking for a solution that would combine comprehensive service, marketing, and sales management functionality with a highly versatile architecture

Microsoft Dynamics CRM has helped the Arbor Day Foundation reduce application development time, improve scalability by empowering IT to drive change and innovation and ultimately strengthen the overall productivity of their employees. The Arbor Day Foundation has added value to each major department. Through information gathering of the departmental needs and requirements, they have continued to expand the user base, program tracking, and connection of disparate data.


  • 1380078_10152075802403421_468986118_nIncreased Development Productivity: The Arbor Day Foundation management has estimated that application development time has been reduced by as much as 300%. Increased productivity can be attributed to the core relationship management capabilities, shared resources of the application platform layer, reuse of the platform components, and a simple point and click interface.
  • Increased Employee Productivity: The user base has readily accepted the xRM solution. The familiar user interface platform has accelerated its widespread adoption as well as user proficiency.
  • Hiring Reductions: Since implementing the xRM solution, the Arbor Day Foundation has been able to add programs, heighten the impact of those programs, and expand relationships with partners and supporters without a need to increase hiring.

Webinar: Top 5 Reasons to Consider Microsoft Dynamics CRM 2013

Webinar: Top 5 Reasons to Consider Microsoft Dynamics CRM 2013CRM2013-overview

Please join us for this free webinar hosted by InterDyn BMI’s Solution Consultant, Jeff Spehn. He will demonstrate the best new features of Microsoft Dynamics CRM 2013 and answer any questions you may have.


  1. Intro to CRM
  2. Overview of Sales, Service & Marketing – 365 degree view of a customer.
    1. Integration to GP and other ERP systems.
    2. SharePoint Integration
  3. xRM applications
    1. Simple Example
    2. Example of our PSA System, Expense/Time tracking
  4. CRM in Outlook
  5. CRM Mobile
  6. Q&A with product Expert

Register now!

Visit our website to learn more about InterDyn BMI and Microsoft Dynamics.

Top 5 Features of Microsoft Dynamics CRM 2013

InterDyn BMI’s Top 5 Features of Microsoft Dynamics CRM 2013

By Jeff Spehn

Microsoft has officially released Dynamics CRM 2013 in November, 2013. There are many new features in this version and we would like to share our “Top 5”.

1. New Navigation – CRM 2013 has new, touch friendly navigation (for touch-screen enabled devices). The collapsible menu navigation also gives more real-estate on the screen to view important information. (Click on the images to view larger)


2. Updated Forms – All forms or screens in CRM 2013 use a modern, updated look. It makes it much easier to see all pertinent information all on one screen. CRM13.2

3. Apps! – With CRM 2013, Microsoft has released their own apps for popular devices to run CRM more efficiently on those devices. Windows Tablets, Windows Phone, iPad, iPhone and Android devices have CRM 2013 apps available to use, at no additional cost!

4. Flat Interface/ No more Pop Ups! – CRM 2013 supports several Internet Browsers (IE, Chrome, Firefox and Safari). In addition, records that you open up in CRM 2013 do not open up additional Pop Up Widows or tabs in these browsers. Much easier to use!

5. Auto Save – CRM 2013 introduces an Auto Save feature. Users no longer have to click Save on any record in CRM, it will just save automatically! This feature can be turned off if you like the “old way” of having to click save on a record, but most users will enjoy the freedom of not having to always “save” your changes.

Ready to upgrade your business to Microsoft Dynamics CRM 2013?

Contact InterDyn BMI today, we are eager to answer your questions!

There are many more new features in Microsoft Dynamics CRM 2013. For more information, visit

5 scenarios that will help you realize why you need Microsoft Dynamics CRM

5 scenarios that will help you realize why you need Microsoft Dynamics CRM

By Devi Mahavir, Account Manager

Another hot topic with many of our ERP clients is Dynamics CRM. While ERP is the financial engine of an organization (GL, Orders, Invoices, Inventory, etc.), CRM is the activity tracking engine for an organization (emails, appointments, meetings, etc.).

Why do I need CRM you might ask? The following scenarios will illustrate the potential benefits you may realize if you had Microsoft Dynamics CRM.

1. I have a Microsoft Outlook appointment to meet my customer, but I can’t remember why we are meeting or what information I have already provided. I had a notebook on my desk with the information for that client, and now I can’t find it.

2. I communicate to my customers/vendors frequently throughout the year, and every time I do, I have to search through hundreds of emails to review our conversations.

3. I spend a lot of time and resources creating campaigns to promote my products and services, but I am not sure which campaigns are most successful.

4. I am unable to track who is responsible for replying to a client request or if the request was addressed in a timely manner or at all.

5. To get a full view of my clients’ activities, I need to go to Microsoft Outlook, my accounting system, Excel spreadsheets, paper files, and coworkers.

Microsoft Dynamics CRM is a powerful activity tracking engine for any organization.  Efficient tracking of sales related activities provides informative pipeline reports and dashboards.  CRM can be customized to create frameworks for organizing and managing processes where systems don’t currently exist, tasks are performed manually, or information is in disparate systems.  Improved efficiencies provided by a fully integrated Dynamics CRM, Microsoft Exchange, and Dynamics ERP system can bring great value to your organization.

These are just some of the biggest reason to explore CRM, but there is so much more that Microsoft CRM can do for you.  With reporting, customization, and dashboards that are user-tailored, CRM lets you manage, engage and deliver customer service to the highest level of excellence.

For more information on what CRM and GP 2013 can do for you, talk to an Account Manager today! Take some time off now that you have your financial and customer service in check and enjoy the summer months ahead!

Contact us or visit our website for more information.