CRM and Salesforce Product Comparison

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1 CRM and Salesforce Product Comparison VERSION 1.0 DATE PREPARED: 1/1/2013 DEVELOPMENT: BRITE GLOBAL, INC.

2 2013 Brite Global, Incorporated. All rights reserved. The information contained in this document represents the current view of Brite Global, Incorporated on the issues discussed as of the date of preparation. Because Brite Global must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Brite Global, and Brite Global cannot guarantee the accuracy of any information presented after the date of publication. This document is for informational purposes only. BRITE GLOBAL MAKES NO WARRANTIES, EXPRESS, IMPLIED, OR STATUTORY, IN THIS DOCUMENT. Complying with all applicable copyright laws is the responsibility of the user. Without limiting the rights under copyright, no part of this document may be reproduced, stored in or introduced into a retrieval system, or transmitted in any form or by any means (electronic, mechanical, photocopying, recording, or otherwise), or for any purpose, without the express written permission of Brite Global, Incorporated. Brite Global may have patents, patent applications, trademarks, copyrights, or other intellectual property rights covering subject matter in this document. Except as expressly provided in any written license agreement from Brite Global, the furnishing of this document does not give you any license to these patents, trademarks, copyrights, or other intellectual property. Brite Global, Incorporated 269 South Beverly Drive, #115 Beverly Hills, CA USA

3 CONTENTS About Brite Global...4 About Salesforce.com and Microsoft Dynamics CRM...5 Product Comparison...5 Product overview...5 Data Centers and Service Level Agreement...5 Browser and Device Support...6 User Interface and Navigation...6 Dashboards, Reporting and Charts...7 Personal User Options...7 Customization, Configuration and Development...8 Search Options...8 Duplicate Detection and Record Merging...9 Workflows and Dialogs...9 Security...9 Data Import...10 Outlook and Office Integration and Merge...10 Internet Lead Capture...11 Third Party Solutions...11

4 ABOUT BRITE GLOBAL Established in 2005, Brite Global is a leader in delivering Microsoft Dynamics CRM and xrm solutions to business customers. As a Microsoft Gold Certified Partner, Brite Global has an impressive and rapidly growing list of customers benefiting from Microsoft Dynamics CRM solutions. We have embraced the Power of Choice by providing our customers the choice of a hosted, on-premises or hybrid delivery options. Headquartered in Beverly Hills, CA with offices in Atlanta, GA and Europe, Brite Global provides CRM and software solutions to business in multiple industries including Public Sector and Education, Financial Services, Real Estate, Media and Entertainment, Not for Profit, Retail and Manufacturing, Sports and Recreation, and Professional Services. For more information, visit

5 ABOUT SALESFORCE.COM AND MICROSOFT DYNAMICS CRM Salesforce.com was founded in 1999 by Marc Benioff and went public in Salesforce.com was a pioneer in developing software as a service (SaaS), which is now commonly referred to as cloud computing. Microsoft was founded in 1975 by Paul Allen and Bill Gates. Microsoft has released products from a wide spectrum including Operating Systems, Office Suites, Server software and Business solutions. Microsoft released the first version of Microsoft Dynamics CRM in 2003, which is available as an On-Premise solution as well as a cloud solution, called Microsoft Dynamics CRM Online. PRODUCT COMPARISON The subsections in this document provide a comparison between some of the most popular features sets between Salesforce.com and Microsoft Dynamics CRM Online. The document will not cover comparison details of the Microsoft Outlook client. PRODUCT OVERVIEW Offering Releases Editions and Pricing Pricing Data Storage Offered as a hosted subscription model only. Three new releases every year Available in 5 different editions: Contact Manager, Group, Professional, Enterprise and Unlimited. Price ranges from $5/user/month for the Contact Manager edition to $250/user/month for the Unlimited edition All editions have a minimum of 1 GB of data storage and 11GB of file storage Offered as an on-premise and an online hosted subscription model. Microsoft has two new major releases per year Microsoft Dynamics CRM is available in three deployment models: On-Premise, Online and Partner Hosted. There is only a single edition for CRM Online, which includes all the feature set Subscription cost is $44/user/month Each organization is allocated 5GB of storage. Additional storage can be purchased at a price of $10/month. DATA CENTERS AND SERVICE LEVEL AGREEMENT Data Centers Service Level Agreement Collocated in multiple top-tier global data centers No publicly accessible Service Level Agreement Microsoft has its own data centers in Washington, Illinois, Texas and Ireland 99.9% guarantees uptime Service Level Agreement

6 BROWSER AND DEVICE SUPPORT Browser Support Device Support Support for recent versions of Google Chrome, Mozilla Firefox, Microsoft Internet Explorer and Apple Safari Native applications for iphone and BlackBerry. A mobile lite version is available at no extra charge. Sales mobile, which has additional capabilities is available at an extra charge Support for Internet Explorer, Mozilla Firefox, Google Chrome and Apple Safari browsers starting with Update Release 12 Dynamics CRM Mobile Express, a scaled down version of the UI is available, which can be accessed via any mobile browser. Additional mobile solutions are available from third party providers USER INTERFACE AND NAVIGATION General Navigation Left Side Navigation Search Displaying Records Record Navigation Multiple Forms Salesforce displays different objects across the top of the screen. Each user can have their own set of tabs. The left sidebar shows the Recent Items and allows the user to quickly create new records. A global search box is available at the top of the left browser window Record navigation occurs within a single browser tab or window. No new tabs or windows are open unless the user forces it. Salesforce displays sections of fields of a current records at the top of the screen. Below the sections, Salesforce displays related lists of records from other objects Salesforce Enterprise and Unlimited allow for multiple screen layouts which are defined by the record types Microsoft Dynamics CRM has a tabbed ribbon at the top of the UI. Each tab has a set of actions, and can be hidden so that only the tabs show and not the items. The lower part of the left sidebar allows users to select their Workspace or a particular functional area they want to work with (Sales/Marketing). Recent items and links for creating new items are shown within each link on the side bar navigation area. A user can search within any entity using the Quick Find box at the top right of a list of records. Microsoft Dynamics CRM opens records in a new browser window or tab (depending on browser settings). Record views are displayed in the same tab or window. A record header and footer display read only group of fields and persist as the user scrolls. A user can scroll through the details of the records or jump to different sections or related information by clicking the links on the left navigation area. Microsoft Dynamics CRM allows for multiple screen layouts by the user s security or functional role.

7 DASHBOARDS, REPORTING AND CHARTS Reporting Custom Report Types Report Scheduling Charts Dashboards With a drag and drop report writer, tabular, summary and matrix reports can be created. The fields from the different report objects can be dragged and columns and create groupings. Custom Report Types allow administrators to define which objects to display to the users when the created the report as well as define relationships between these displayed objects. This can be used for cross-object reporting (up to 4 objects). ** Reports to be automatically delivered via on a scheduled basis. The report appears within the body as formatted text. ** The chart editor allows for defining a chart type and chart data points for a designated report. Customizable dashboards are multiple collections of report based charts that can be arranged on a tab as different dashboards. Salesforce has a default adoption dashboard which provides information about how different users are using the application. * Microsoft CRM has a report wizard for creating new reports. They can be filtered based on existing reports, saved views or new filters during the report creation process. Reports allow for a Primary records type and a related record type. Grouping an columns can be selected in the Layout Fields dialog Custom Reporting can be created using Microsoft Report Builder for SSRS or Business Intelligence Development Studio (BIDS). These reports are highly customizable and can span across multiple entities. Certain differences exist between On-Premise and Online reports. Report scheduling is only available out of the box in CRM On-Premise using Sql Service Reporting Services. For CRM Online you can use the Report Scheduler tool or create a custom workflow to send an of a report on a scheduled basis. Charts are available on any entity within Microsoft Dynamics CRM and can be easily created using the chart editor from within any view within CRM. Multiple types of charts are available out of the box. Microsoft CRM provides multiple formats for dashboards. Dashboards are real time and can be used for any entity within the application. * Available in the Salesforce.com Professional, Enterprise and Unlimited editions only ** Available in the Salesforce.com Enterprise and Unlimited editions only PERSONAL USER OPTIONS Personal Options Users have the option to customize their tabs and set the appearance and order of related lists within each object. Microsoft Dynamics CRM allows users to set various personal options which will control some of the personalization features and how the data will be displayed to the user.

8 CUSTOMIZATION, CONFIGURATION AND DEVELOPMENT Fields Objects / Entities Development Administrators can easily add new fields to any object. Objects (tables) can be added. A new object can either have a lookup relationship with a parent object, master detail relationship or many to many relationship. In the Enterprise and Unlimited editions, Salesforce allows for advanced development using their own proprietary language, APEX New fields can be easily added to existing or custom entities. New entities (tables) can be added. Entities can be related to other entities as one to many, many to one or many to many. Behavior for the relationships can be Parental or various options of cascading The Microsoft Dynamics CRM SDK allows for advanced development and integration. The Microsoft.NET Framework 4.0 is used for writing custom code and integration with CRM. SEARCH OPTIONS Quick/Universal Search Advanced Search Universal search which parses through all text fields in all objects. Search results are grouped by object. Filters can be added to search results to narrow down the results of the global search. Searches can be narrowed down by objects or ownership criteria, which persist until the user changes them. Each Entity in CRM has a Quick Find box, where users can perform a partial of full string search within the current entity. The search is on particular fields, and can be customized by which fields to search on. Advanced Search allows users to search across any field within an entity. Advanced find can be used a single time or saved as a view.

9 DUPLICATE DETECTION AND RECORD MERGING Duplicate Detection Merging of Records A user can search for any records that match the Lead the user currently is working on. The displayed results spans matches across Lead, Account, Contact and Opportunity records. Merging can include up to three records to be merged into a single record. Sales provides an interface for selecting the best data fields for the winning or Master record from each of the matching records. The other records will be sent to the Recycle Bin. Duplicate Detection runs as a background process in CRM, and the rules for duplicate detection are set by the System Administrator. The entire entity or only a subset of records can be checked for duplicates. Duplicate detection rules are also run when new records are added, notifying that a duplicate has been found and what action to perform. Duplicate detection is available for both system and custom entities Two records can be merged into a single record in CRM. The record that is no longer needed will be marked as Inactive. WORKFLOWS AND DIALOGS Workflows Workflow Rules can be triggered by records creation of record editing. When a record meets a certain criteria an action such as scheduling a task, sending an or updating a field can be triggered. Workflow Rules include an approval process. The process specified the necessary steps that are required for approval and who must approve it. Workflows in MS CRM are based on Windows Workflow Foundation (WF), and can be either run on demand or automatically. Workflows and Dialogs are both categories of processes in CRM. Dialogs can be used to guide users through a series of steps (such as a Wizard) that have to be performed on a particular type of record. SECURITY Authentication Salesforce login process is a two factor authentication. After an initial login, every time a user wants to access via a different machine, they would be required to authenticate via an code. Microsoft Dynamics CRM Online uses Windows Live Id to authenticate users. A user can login from any computer that does not belong to them. Microsoft Dynamics CRM On-Premise uses Active Directory for Authentication

10 DATA IMPORT Data Import Salesforce has a wizard for importing records into the Lead object or into the Accounts and Contact records as a single operation. The Data Loader* tool can be used for importing data into any Salesforce object. Microsoft CRM has the Import Data Wizard which allows importing data into any Record Type in the CRM database as well as importing Account and Contact records in a single operation. * Available in the Enterprise and Unlimited editions only OUTLOOK AND OFFICE INTEGRATION AND MERGE Outlook Client Office Integration Collaboration Merge Salesforce provides a free plugin for Outlook 2010 and 2007 which includes limited information of Salesforce Lead and Contact information from within the Outlook Client. Salesforce provides an To Salesforce feature which allows associating s with Lead or Contact records. Salesforce has a Microsoft Word and Microsoft Excel add in that allows connecting to Salesforce data. Extended mail merge is available upon request from Salesforce.com, which is a server side merge that supports up to 1000 records per merge. Salesforce includes a proprietary collaboration platform called Salesforce Chatter that has a format of conversation feed similar to Facebook user interface Salesforce allows administrators and user to create templates (both html and text), which can be sent to lead or contact records and are processed by the Salesforce servers. Tracking for opens is also offered by Salesforce. The daily mass limit is 1000, and there is also a per send limit. Microsoft CRM provides a Native Outlook client will the full capabilities of CRM available within the Outlook Client both while connected as well as offline. Users can track Messages. Appointments and Tasks from within CRM and convert s to CRM records such as Opportunities. Microsoft CRM allows users to initiate Word mail merges from within CRM. Users can select Organization or Personal merges to single contacts, multiple records on a single view page or all records on all pages of a view. CRM also allows exporting data to Excel as static or dynamic worksheets and PivotTable that are linked back to the CRM data source Microsoft provides the ability to collaborate with Microsoft SharePoint server on documents, reporting, entity information and sharing other company information. SharePoint integration is embedded within the CRM application, so users will be unaware that they are accessing non-crm data. Yammer integration has just been released with new December 2012 service update. In Microsoft CRM templates can be created by both users and administrators, and can be sent to multiple contacts types (leads, contacts, accounts or other entities). In CRM Online, s are sent via the Native Outlook Client. In CRM On-Premise, can also be sent via the Router.

11 INTERNET LEAD CAPTURE Lead Capture A Salesforce wizard allows administrators to generate HTML web forms on selected lead records that can be added to any web site Microsoft Dynamics allows the complete creation of landing pages within a web forms that can be generated for use on any web page* * The Internet Lead Capture service from Microsoft Dynamics CRM is being decommissioned in February Several third party Internet Lead Capture services exist, which provide similar functionality including our own CRM to Web Form Internet Lead Capture service. THIRD PARTY SOLUTIONS Third Party Solutions Salesforce AppExchange provides internal and third party solutions for Salesforce.com Microsoft Dynamics Marketplace provides solutions that can be imported into Microsoft Dynamics CRM

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