Microsoft Dynamics CRM (Archived)

Dynamics for an IT Service Company

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Posted on by uthall

Hello,

Does anyone here use Dynamics 365 within an IT Service environment.

Specifically for Projects, service tickets, customer portals, resource management, contracts etc.

If so, how does it stack up against other CRM solutions specific to IT such as Conenctwise?

Thanks

Jeff

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Neil Parkhurst 10,727 User Group Leader on at

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Hi

I am not able to give you an informed comment on ConnectWise.

Although I will make one observation. Dynamics 365 has a very large and helpful community. This is important as it means you have access to numerous forums, user groups and partners. All of which can help you learn, deploy and extend the product. One simple example being that you can ask your question on this forum.

I have worked for several companies that offer IT professional services. All of them used Dynamics for case management.

As for projects we do now have Project Service Automation (PSA) which gives the ability to run a project. From the initial opportunity, to project planning and also timesheet / expense recording. All of which will eventually feed into invoicing. It is a pretty flexible solution that should work well in any IT / Professional Services organisation. (The resource management features are also pretty cool.)

You can find out details about PSA on my blog;

neilparkhurst.com/.../psa-complete-guide

Hopefully this helps.

Neil

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uthall on at

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Thanks Neil,

Your blog is fantastic, and a great source of info on PSA.

As it is still fairly new, id been keen to know if anyone has used PSA in earnest and put it through its paces, and the experience from that for projects and resourcing.

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Neil Parkhurst 10,727 User Group Leader on at

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Hi Uthall

You make a very valid point of view about PSA. It is new!

In my own experience I have prepared customer demos and it has been reviewed for internal use. I have gone into quite a lot of detail with it. Hence my blog posts!

Overall I am very pleased with its capabilities and reliability. I will certainly be prepared to use it on my next large project.

However, I admit I'm yet to run an actual large project end to end. Meaning I would also be interested in hearing some real world experiences on PSA.

Neil.

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David Shuster on at

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Hi Neil, we are a small Managed Service Provider and initially I was planning to customise our Dynamics 365 for the help desk and very light project management function. However, I have come across this ITSM solution that looked like a good idea.

www.provance.com/.../provance-itsm-for-msps

Unfortunately, their price starts from $900/month and they work with larger IT companies with 20-30 staff minimum and we are 5 strong, so the price is the over kill.

Do you maybe know any similar solutions to Provance ITSM that are more tailored to small MSPs or Professional Services IT companies? Maybe even PowerObjects have a similar solution to sell?

Thanks.

David

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