Microsoft Dynamics 365 Review 2020

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As one of the biggest and most innovative tech giants, Microsoft strives to create a unified platform from where we would be able to manage all parts of our businesses. That’s precisely why Dynamics 365 was created — to unify all data, gain valuable insights, and achieve the best results. Does the platform deliver on this promise though? Check out our comprehensive Microsoft Dynamics 365 review to find out.

Key Features
Easy to use
Customizable CRM program
Outlook integration
Real-time data analysis
A dynamic, event-driven sales process
Multi-channel service options
Automated work orders, scheduling, and dispatching
Robust project planning capabilities
Strengths
  • All-in-one platform for advanced CRM and ERP applications
  • Almost unlimited customization and configuration capabilities
  • Seamless integration with other Microsoft products
  • Support for iOS, Android, and Windows Phone devices
  • Built-in automation tools
Weaknesses
  • A steep learning curve for beginners
  • Expensive

A Set of Intelligent Business Applications with Predictive, AI-Driven Insights

With a new generation of CRM and ERP applications, Microsoft manages to stay several steps ahead of the competition, with Dynamics 365 marking the latest step to that end. Their all-in-one platform is built specifically to help you run your entire business from one place and deliver better results than ever.

 

Marketing

The Marketing module is only one part of the Microsoft Dynamics CRM. It can be used as standalone software or as a hybrid combination with all qualifying Dynamics 365 apps. It is most often combined with the Sales module. Many Microsoft Dynamics 365 reviews name this as one of the most powerful tools in the industry compared to its alternatives.

 

Microsoft Dynamics 365 Marketing

365 Marketing lets you combine sales and marketing, make informed decisions, and grow with an adaptable platform. The software offers features such as orchestrating customer journeys based on prospective buying behavior and preferences, identifying, targeting, and closing top accounts with custom content, improving the results of marketing campaigns with prebuilt or custom dashboards, and easily integrating data from Dynamics 365 and third-party apps and systems. Many Microsoft Dynamics 365 Marketing reviews note that the module is one of the top for businesses of all sizes, especially for large companies with big teams. 

The starting price of Microsoft Dynamics 365 Marketing is $1,500/tenant/month and includes 10,000 contacts. This is the price for businesses that are not using any other Dynamics 365 apps. For those who own a qualifying app (requires a minimum of 10 users of Dynamics 365 applications), the starting price is $750/tenant/month.

 

Microsoft Dynamics 365 Customer Insights

Customer Insights is a powerful enterprise customer data platform, also known as a CDP. The software is intelligent and intuitive and uses real-time insights to help you personalize engagement. With features such as marketing manager, sales representative, customer service agent, and business analyst, you can personalize all campaigns, recommend the best products, increase customer loyalty, and gain critical insights. You can also unify all customer data from multiple sources into a single location. Many Microsoft Dynamics 365 Customer Insights reviews confirm the platform is packed with useful features that will help you make better decisions as a marketing agent.

Dynamics 365 Customer Insights’ starting price is $1,500/tenant/month and includes 100,000 profiles (for organizations without any other Dynamics 365 app), or starting from $1,000/tenant/month (for organizations with qualifying Dynamics 365 app).

 

Microsoft Dynamics 365 Customer Voice

With Customer Voice, you can easily connect with your customers by capturing feedback immediately, integrating data to gain deeper insights, and taking action based on real-time feedback. Our Microsoft Dynamics 365 review shows that the software offers many useful features, including ready-to-use templates for collecting input, contextual insights, and real-time responses based on automatic triggers.

Customer Voice is free for all Dynamics 365 customers, and it includes 2,000 survey responses per tenant per month. As for Office 365 customers, Customer Voice is priced at $100 for 2,000 survey responses per tenant per month.

 

Sales

The Sales module is the basis of Microsoft Dynamics POS. It also includes Customer Service, Field Service, and Project Service Automation. This module can be of great help for boosting both sales and marketing effectiveness with in-depth insights, business intelligence, and automation. Investing in it can reduce costs and increase profitability, as suggested by many Microsoft Dynamics 365 customer reviews. When compared to some of its biggest competitors, for example, Microsoft Dynamics vs Salesforce, you will get more advanced features at a lower cost.

 

Microsoft Dynamics 365 Sales Professional

Sales Professional is the perfect Microsoft Dynamics software for small and midsize businesses that want to get more productive quickly. It’s a core sales automation platform that comes with Office 365 integration. It offers excellent tools for managing customer relationships, closing deals, and boosting sales revenue. Our Microsoft Dynamics 365 review points to visual insights, customer 360° view, business process flow, document templates, and activities timeline as its most useful features.

Dynamics 365 Sales Professional is priced at $65/user/month (for the user's first Dynamics 365 app), or $20/user/month (for the user's subsequent qualifying Dynamics 365 app).

 

Microsoft Dynamics 365 Sales Enterprise

Sales Enterprise is an upgraded version of Sales Professional with advanced customization capabilities and a lot of new functions and services such as sales goals, sales hub, forecasting, competitor tracking, sales playbook, knowledgebase, and embedded intelligence. This plan also enables access across custom apps and portals, as well as unlimited guided process flows, forms and views, system charts and downloads, and queues, which are all limited in Sales Professional. Still, you will be satisfied with the result regardless of the plan you choose, if Microsoft Dynamics 365 Sales reviews are anything to go by.

Dynamics 365 Sales Enterprise is priced at $95/use/month (for the user's first Dynamics 365 app), or $20/user/month (for a subsequent qualifying Dynamics 365 app).

 

Microsoft Relationship Sales

Relationship Sales is a combination of Dynamics 365 Sales Enterprise and LinkedIn Sales Navigator. It's one of the lesser-known but very useful Microsoft Dynamics cloud solutions. It was built to empower sellers to create more meaningful and personalized engagement with their customers. LinkedIn has over 645 million professionals, making it a lot easier to find and connect with the proper people. The software also allows you to gain valuable relationship insights with recommendations on customer interaction data and track buyer's needs. It further lets you synchronize relevant data, streamline your sales process, and grow with seamless tools, as confirmed by multiple Microsoft Dynamics 365 reviews.

Microsoft Relationship Sales is priced at $162/user/month and requires a 10-seat minimum.

 

Microsoft Dynamics 365 Customer Insights

Customer Insights is also available for Sales. It offers the same features and pricing as for Marketing. In short, it’s an intuitive and intelligent CDP that unifies all customer data across many sources into one single platform.

Dynamics 365 Customer Insights’ starting price is $1,500/tenant/month as a first app (or $1,000 as a subsequent qualifying app) and includes 100,000 profiles.

 

Microsoft Dynamics 365 Sales Insights

Our Microsoft Dynamics 365 review continues with Sales Insights — a solution built to analyze all your customer-interaction data to help you better understand your relationships, evaluate your successful activities, and choose the best path to move forward. It offers features such as guided selling, productivity intelligence, connection insights, and predictive models. All these are tools for helping you build stronger relationships, make better decisions, and close opportunities faster.

Dynamics 365 Sales Insights is priced at $50/user/month and covers 3 hours/user/month of conversation intelligence.

 

Microsoft Dynamics 365 Sales Premium

No Microsoft Dynamics ERP review would be complete without highlighting the Sales Premium module. It combines the Sales Enterprise and Sales Insights features and adds advanced ones such as premium assistant, premium auto-capture, notes analysis, relationship analytics, premium forecasting, an assistant app for Teams, and many more. These tools give you even more detailed analysis for your work and help you build even better relationships, decisions, and in the end, deals.

Dynamics 365 Sales Premium is priced at $135/user/month.

 

Microsoft Dynamics 365 Customer Voice

Customer Voice is another solution from the Marketing category that is available in the Sales category as well. To recap, it allows you to gather and track all customer metrics connected to your business based on survey data, and then instantly act as an insights surface.

Customer Voice is free for all Dynamics 365 customers and includes 2,000 survey responses per tenant per month. As for Office 365 customers, Customer Voice is priced at $100 for 2,000 survey responses per tenant per month.

 

Customer Service

Microsoft Dynamics 365 Customer Service is a module designed to help you build and grow your brand affinity and earn customer loyalty. Unifying features into one comprehensive platform will empower your teams and help them deliver a much more personalized customer experience, as confirmed by most Microsoft Dynamics 365 Customer Service reviews. With the right tools, you will be able to stay ahead from your competitors who are using alternative customer service solutions with less flexibility and functionality.

 

Microsoft Dynamics 365 Customer Service Professional

With Customer Service Professional you gain intuitive agent experience, guided outcomes, flexible platform, and, most importantly, in-depth insights and analytics. The software offers the best tools to personalize your service, empower your team, and gain unique insights to optimize your performance.

Dynamics 365 Customer Service Professional is priced at $50/user/month (for the user's first Dynamics 365 app) or $20/user/month (for a subsequent qualifying Dynamics 365 app).

 

Microsoft Dynamics 365 Customer Service Enterprise

The research for our Microsoft Dynamics ERP review showed that Customer Service Enterprise is an upgrade to the previous plan with much more advanced capabilities suited for large companies and enterprises. It lets you personalize service with 360-degree customer views, optimize and empower agents to be more productive, and lastly, unify technology to get more from your data, compared to other alternatives.

Dynamics 365 Customer Service Enterprise is priced at $95/user/month (as a first Dynamics 365 app) or $20/user/month (as a subsequent qualifying Dynamics 365 app).

There are two add-ins available with this plan – Digital Messaging and Chat. The former offers rich omnichannel engagement across digital messaging channels, priced at $75/user/month, while the Chat add-in allows live chat communication between customers and agents for $60/user/month.

 

Microsoft Dynamics 365 Customer Insights

The research for our Microsoft Dynamics 365 review indicated that Customer Insights can also be used for Customer Service. With the same pricing and features offered for Marketing and Sales, it will personalize your experience, predict customer intent, and deliver real-time AI-powered insights.

Dynamics 365 Customer Insights’ starting price is $1,500/tenant/month for users’ first app ($1,000 for a subsequent app), and includes 100,000 profiles. 

 

Microsoft Dynamics 365 Customer Service Insights

With the help of powerful AI, providing you with out-of-the-box insights, you will be able to measure performance, identify weaknesses, and improve your entire team's general productivity. You also get access to customer satisfaction score (CSAT).

Dynamics 365 Customer Service Insights is priced at $75/user/month and includes up to 100,000 cases per license. It also comes free with Dynamics 365 Customer Service Enterprise.

 

Microsoft Dynamics 365 Virtual Agent for Customer Service

Our Microsoft Dynamics 365 review shows that the platform’s Virtual Agent lets you create your own intelligent chatbots without any knowledge of coding. Combined with the capabilities of Dynamics 365 Customer Service Insights, you will be able to identify and automate the most common support issues. You can build and update chatbots that will communicate directly with both your employees and customers.

The price for Dynamics 365 Virtual Agent for Customer Service starts at $1,000/tenant/month and covers 2,000 Power Virtual Agents sessions and 100,000 Dynamics 365 Customer Service Insights cases.

 

Microsoft Dynamics 365 Customer Voice

While we already covered Customer Voice in our Microsoft Dynamics 365 review, we didn't mention that it can also be used for Customer Service. It offers the same pricing and features for Marketing and Sales. It lets you create personalized surveys, respond in real-time, and close the customer-feedback loop with built-in satisfaction metrics.

Customer Voice is free for all Dynamics 365 customers and features 2,000 survey responses per tenant per month. As for Office 365 customers, Customer Voice is priced at $100 also for 2,000 survey responses per tenant per month.

 

Field Service

Microsoft Dynamics 365 Field Service is one of the top field service management software. It offers a bundle of advanced features that most Microsoft Dynamics competitors don’t have, while at the same time allowing you to add more modules into one platform and be able to run your entire business from a single location. It has a multi-language, currency, and time zone support, as well as VR support that helps workers in the field to finish their jobs faster and more successfully.

 

Microsoft Dynamics 365 Field Service

Our Microsoft Dynamics 365 Field Service review shows that you would be able to deliver service proactively, schedule resources intelligently, and ensure a first-time fix. In other words, you can transform your business from a cost center to a profit center, better manage resource assignments, and continue to track all service activity, even when you are offline.

Dynamics 365 Field Service is priced at $95/user/month (for the user's first Dynamics 365 app) or $20/user/month (for the user's subsequent qualifying Dynamics 365 app).

 

Microsoft Dynamics 365 Customer Insights

Customer Insights can be a powerful tool for Field Service as well. With the out-of-the-box machine learning templates, you can always stay one step ahead of your competition. Our Microsoft Dynamics 365 review can confirm that by adding Customer Insights cards into your business applications, you will gain more in-depth contextual insights and informed action to lead to better decisions and greater customer satisfaction.

Dynamics 365 Customer Insights' starting price is $1,500/tenant/month for a first app (or $1,000 for a subsequent qualifying app) and includes 100,000 profiles. 

 

Microsoft Dynamics 365 Remote Assist

Remote Assist was built to help technicians work together even when they are in different locations. Dynamics 365 Remote Assist is available for Android and iOS devices, as well as HoloLens, which is rarely available in its competitors' features. Being able to share your real-time view with your colleagues can be a lifesaver in critical situations and lead to a faster solution, improving customer satisfaction. This is one of the most mentioned modules in Microsoft Dynamics 365 reviews. 

Dynamics 365 Remote Assist is priced at $65/user/month (or $20 for subsequent qualifying app, while Dynamics 365 Remote Assist with HoloLens 2's starting price stands at $125/user/month.

 

Microsoft Dynamics 365 Guides

Dynamics 365 Guides is a mixed-reality app built for HoloLens that enables operators to learn while working with the help of holographic instructions. Those are in the form of images, videos, and 3D holographic models. By knowing what must be done, they learn faster while doing their job without supervision and fewer errors.

Dynamics 365 Guides are priced at $65/user/month.

 

Microsoft Dynamics 365 Customer Voice

The Customer Voice application, which has already been mentioned in our Microsoft Dynamics 365 review, is so diverse and flexible that it can also benefit Field Service. You can customize future interactions with your customers, and engage with them on a deeper level, improving their overall satisfaction.

Customer Voice is free for all Dynamics 365 customers, and it includes 2,000 survey responses per tenant per month. As for Office 365 customers, Customer Voice is priced at $100 also for 2,000 survey responses per tenant per month.

 

Finance

What once was known as Microsoft Dynamics AX is now divided into two separate modules – Microsoft Dynamics 365 for Finance and Operations. In this section, we will focus on Dynamics for Sales. It’s a comprehensive solution that uses the latest AI technology to stay ahead of its competitors. It may be pricey for smaller businesses, but if you can afford it, you will get a software solution that will automate and centralize your entire workflow.

 

Microsoft Dynamics 365 Finance

Many Microsoft Dynamics 365 Finance reviews indicate that the module allows you to make better strategic financial decisions with a powerful AI, as well as automate and prioritize tasks to save valuable time and reduce errors. It also minimizes the costs and optimizes spending with useful features such as budget control, financial planning, and detailed analysis. The software is also built to help you quickly adapt to the ever-changing global financial requirements. The module includes Microsoft Dynamics accounting, the same as the Operations module, and you also have access to Microsoft Dynamics POS through the accounting software.

Microsoft Dynamics 365 Finance is priced at $180/user/month (for the user's first Dynamics 365 app) or $30 per user per month (for the user's subsequent qualifying Dynamics 365 app).

 

Microsoft Dynamics 365 Business Central Essentials

What was formerly known as Microsoft Dynamics NAV, is now divided into Business Central Essentials and Business Central Premium. The former is also a cloud-based replacement for Microsoft Dynamics SL, recommended for small and midsize businesses. Business Central Essentials further has a plethora of advanced business tools for financial management, AI, customer relationship management, e-services, human resource management, project management, supply chain management, assembly management, warehouse and inventory management, and other functionalities (analysis reports, user tasks, notifications, etc).

Dynamics 365 Business Central Essentials is priced at $70/user/month.

 

Microsoft Dynamics 365 Business Central Premium

Business Central Premium offers everything from Business Central Essentials and unlocks additional service order management tools and manufacturing tools. Microsoft Dynamics Manufacturing is one of the most popular uses of this plan. It’s a comprehensive ERP software that helps manage your company’s sales, finances, operations, and customer service. Microsoft Dynamics ERP is cloud-based and extremely easy to set up and use.

Dynamics 365 Business Central Premium is priced at $100/user/month.

 

Microsoft Dynamics 365 Business Central Team Members

Team Members are additional Dynamics 365 Business Central subscription named users. They have full read access, as well as limited write access. Only one team member needs to have the license for Business Central Essentials or Business Central Premium to be able to assign Team Members. This plan is specifically designed as an affordable solution for big teams where not everyone requires full access to Business Central features.

Microsoft Dynamics 365 Business Central Team Members is priced at $8/user/month.

 

Operations

Our Microsoft Dynamics 365 Operations review also covers the second module of what was once known as Microsoft Dynamics AX. It allows users to transfer from reactive to predictive operations, simplifying their manufacturing and supply management with top-notch automation capabilities. It was also built to maximize your assets’ life and can be integrated easily with Dynamics for Finance with a significant discount. Most user reviews confirm that Microsoft Dynamics 365 Operations and Finance is a powerful combination for every successful business and a more advanced solution than its alternatives.

 

Microsoft Dynamics 365 Supply Chain Management

With Supply Chain Management, you can innovate with intelligent manufacturing operations, automate and streamline your supply chain, optimize production performance, modernize warehouse management, and maximize your assets' life. Microsoft Dynamics 365 reviews further confirm that this product helps improve on-time delivery and productivity, increases workforce efficiency and safety, and boosts the overall equipment effectiveness.

Dynamics 365 Supply Chain Management is priced at $180/user/month (for the user's first Dynamics 365 app) or $30/user/month (as a subsequent qualifying Dynamics 365 app).

 

Microsoft Dynamics 365 Project Service Automation

Project Service Automation (PSA) was designed to help you plan projects, estimate and track project cost and revenue, forecast resource requirements, manage quoting, pricing, and billing for projects, etc. It helps you track, manage, and deliver project-based services.

Dynamics 365 Project Service Automation is priced at $95/user/month.

 

Microsoft Dynamics 365 Business Central Essentials

Business Central Essentials can be a great asset in Operations as well, since it offers additional tools for supply chain management and project management. It also has a built-in CRM Functionality, which can be quite handy in the industry.

Dynamics 365 Business Central Premium is priced at $70/user/month.

 

Microsoft Dynamics 365 Business Central Premium

If you need even more advanced capabilities, especially for manufacturing or service management, Business Central Premium can be the perfect upgrade for you. You will be able to streamline all your operations from the beginning to the end.

Dynamics 365 Business Central Premium is priced at $100 per user per month.

 

Commerce

There are many Microsoft Dynamics 365 products, but the Commerce module is by far one of the most popular for retail. With Microsoft itself being one of the largest users of this product, no other alternative comes even close in terms of functionalities. Our Microsoft Dynamics 365 Commerce review can confirm that this is a complete omnichannel solution that helps with automation, planning, analysis, and control – all in real-time.

 

Microsoft Dynamics 365 Commerce

With Commerce, you will be able to engage customers across multiple channels, build loyalty, grow your business with an end-to-end commerce solution, streamline and optimize your retail operations, and get all the flexibility and security you need. Some of the more popular features are creating and managing sales promotions, personalizing the customer experience, increasing customer conversation, and maximizing profitability with powerful AI analytics. It is pricier than most alternatives (especially if used as a standalone app) but provides a more personalized, seamless shopping experience.

Dynamics 365 Commerce will cost you $180/user/month (for the user's first Dynamics 365 app), and $30/user/month (for the user's subsequent app). An Ecommerce Add-On is available for Microsoft Dynamics 365 Commerce that includes ecommerce management. The starting price is $5,000 per month.

 

Microsoft Dynamics 365 Fraud Protection

Fraud Protection offers account protection, loss prevention, and purchase protection. It enables you to safeguard your system, improve operational efficiencies, and protect customer account creation, login, and activity. The research for our Microsoft Dynamics 365 review indicated that it is one of the safest solutions out there, safeguarding more than a billion transactions each year.

The pricing for Dynamics 365 Fraud Protection is a bit different than the rest of the solutions. You need to choose a base capability for $1,000 per month and then add additional capabilities, if needed, for a lower price. 

The base capabilities include:

  • Account protection (Includes 100K transactions/month)
  • Loss prevention (Includes 20K transactions/month)
  • Purchase protection (Includes 10K transactions/month)

Additional capabilities:

  • Account protection (Includes 20K transactions/month) is priced at $150/month if transactions are below 2 million or $100/month if they are above 2 million.
  • Purchase protection (Includes 2K transactions/month) is priced at $150/month if transactions are below 500K or $100/month if transactions are above 500K.
  • Loss prevention (Includes 4K transactions per month) is priced at $150/month if transactions are below 250K or $100/month if the transactions are above 250K.

 

Microsoft Dynamics 365 Customer Insights

Customer Insights are available for Commerce with the same features and price as for the other categories. Just a reminder, they are real-time insights that personalize the entire customer journey and help you make better decisions based on detailed analytics.

Dynamics 365 Customer Insights’ starting price is $1,500/tenant/month for a first app (or $1,000 for a subsequent app) and includes 100,000 profiles.

 

Human Resources

The Human Resources module offers one of the most comprehensive solutions for human resource management than most Microsoft Dynamics competitors. The module was designed to support the entire employee life cycle, starting from recruiting and management to reporting. Our Microsoft Dynamics 365 Human Resources review confirms that it’s all seamlessly integrated into Microsoft Dynamics 365 for human resources. It's also integrated with Office 365, making it one of the most organized platforms you have ever worked with.

 

Microsoft Dynamics 365 Human Resources

As one of the top HR solutions, Microsoft Dynamics 365 Human Resources will help you optimize your HR programs by simplifying leave and absence reporting, redefining benefits administration, create compensation programs, deliver payroll, tax, and budget fillings, and locate and engage the right candidates. It will also transform your employee experience, increase your organizational agility, and help you improve your workforce with detailed insights.

Microsoft Dynamics 365 Human Resources is priced at $120/user/month for a user’s first app ($30/user/month for a subsequent qualifying app). Dynamics 365 Human Resources Self Service is also available as an extension priced at $4/user/month. It offers employee and manager self-service capabilities such as viewing work items and questionnaires assigned to you, company directory, and a team calendar.

 

Microsoft Dynamics 365 Guides

Dynamics 365 Guides provides hands-free, heads-up, step-by-step instructions during the work regardless of a training job or complicated procedure. During the research for this Microsoft Dynamics 365 review, we found out that the software was designed for HoloLens and serves as a step-by-step holographic guide for both beginners and experts. It can be a great asset in HR as well, since managers can use Power BI dashboards to analyze and improve processes continually.

Dynamics 365 Guides is a mixed-reality app built for HoloLens that enables operators to learn while working with holographic instructions. These instructions come in the form of images, videos, and 3D holographic models. By knowing what must be done, they learn faster while doing their job without supervision and fewer errors.

Dynamics 365 Guides is priced at $65/user/month.

 

Microsoft Dynamics 365 Customer Voice

Customer Voice has a lot to offer for HR as well. By gaining more in-depth insights and real-time feedback, you will be able to track the most critical aspects of your business and make more uninformed decisions to lead it in the right direction.

Customer Voice is free for all Dynamics 365 customers and covers 2,000 survey responses per tenant per month. For Office 365 customers, Customer Voice is priced at $100 for 2,000 survey responses per tenant per month.

 

Microsoft Dynamics Support

Based on many Microsoft Dynamics customer reviews, the customer service team is doing their job quickly and efficiently. They have lightning-speed response times for both answering questions and resolving issues. 24/7 support with unlimited access to technical resources and less than an hour response time is included with any Dynamics 365 subscription.

There are also two support plans available for other Microsoft users. The Professional Direct Support is priced at $9/user/month (minimum $180/month), which provides 24/7 technical support and one-on-one advice. This makes the whole Microsoft Dynamics cost higher, but in the end, it's worth it. The Unified Support has custom pricing and includes comprehensive support for all your Microsoft products.

Microsoft Dynamics 365 reviews further praise the platform’s self-help resources that include a documentation library and help center. They also have a friendly community forum where you can ask questions and get an almost instant answer from both peers and experts.

 

Is Microsoft Dynamics 365 Any Good?

Microsoft Dynamics 365 is one of the most comprehensive ERP and CRM solutions out there. The most significant benefit is that it is composed of integrated tools, or modules, that can be combined in unlimited ways and placed in a single location, creating a custom-tailored solution that will perfectly fit your needs. It also offers many advanced features, seamlessly integrates with other Microsoft products, and offers 24/7 customer support that will answer in less than an hour for most critical problems.

Our Microsoft Dynamics 365 review also revealed there are areas where the platform lacks compared to rivals. For starters, it’s much more expensive and offers very little external integration, which can be an instant deal-breaker for some businesses. It also has a steep learning curve, so you will probably need to get some kind of training to navigate the software.