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Outlook Customer Manager Is Dead (Or definately on the way to the chopping block)

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Boss Man
Contributor

A quick heads up tall people coming here trying to understand and make sense of Outlook Customer Manager. It seems that most of the people who worked on this Project in microsoft have been moved on to other projects. A little digging on LinkedIn clearly demonstrates this. Again microsoft is totally abysmal at communicating with its customers and has left us customers hanging in the wind. We faced a year with an unusable product and now all the signs point to OCM disappearing completely. Another sign is that nothing on uservoice has been completed by microsoft since September last year.

 

So long story short. DO NOT use OCM for your business CRM until microsoft makes its position clear.

 

 

16 Replies

Hi Boss Man,

 

At Microsoft, we are committed to continuous improvement. Thanks for taking the time to share your experience so we can take steps to improve.

 

It will be appreciated if you can share the issue you've with us so that we can try our best to assist you.

Some screen shots will be better to understand the scenario.

 

Thanks for your cooperation.

Lance

 

 

Hi,

I am from the Netherlands, so my English is not very good, but I wil Try to tell about problems too with OCM.

I bought the Office 365 premium package because it was possible to collect all tthe 365 emailaccounts of my 4 colleagues to see their emailscontact with the customer in one place. So the information was told to me by a telephic consult with a microsoft emplyee.

Now I want to use this option I only can see only my own 365 emailacccount, but not the emails in relation with the same customer of our firm!

What can I do to see all emailcontacts of my colleagues with the same customer in OCM??

 

an other isue is the loading of teh activities in teh OCM screen when I want to so emailcontact with a certain customer or business. The activity loading is turning hours but there comes no more emailpost than 25 emails. where are teh others?? All things done in IE and resetting etc. but no changing.

 

The software is laughable, but not for us!!

 

PLease help us and all teh others, or give us free use of Microsoft Dynamics. That can  working too for us little companies! now we have paid for something that is working

 

kind regards,

 

Peter

Thanks for the feedback.

 

Looks like you have some questions about the capabilities and roadmap of Outlook Customer Manager.

 

Feel free to join our upcoming AMA on May 2nd where the engineering team will be on hand to answer your questions and listen to feedback

Hello,

 

perhaps you could have a look at eWay-CRM.
We have a lot of clients migrating from both bcm and ocm.
I recommend this interview with one of them, Andrea from D.A. Loss Associates: https://www.eway-crm.com/blog/easy-way-to-migrate-from-microsoft-bcm-to-eway-crm/

 

Do your research so you can decide whether it's something for you. There is also a free version to try.

Best regards,

 

George 

I'm with George in this, Eway is a very good option.

Highlighted

Nearly a year on from the OP, very little contact or information from Microsoft, and still no working OCM...  yet we are all still paying for it.  It is one of the most important integrated functionalities my company needed and why we finally chose to migrate to O365.

 

I see many people saying "use E-way (or any of the other 20-30 far more competent products out there)".  NO.  I am paying for a CRM within O365, so give me one which works. My needs are not complicated, and fundamentally all businesses should have them.

 

I want a central database of prospects/customers/suppliers.  The ability to have multiple contacts within each of these organisations, the ability to instigate calls/emails/marketing/sales activity from within the CRM and for the system to keep an ongoing and shared history of these interactions whether it was my interaction or that of anyone else in my organisation.

 

That, my friends, is CRM.  I also need it to work anywhere, and be fully functional on any device (yes, that includes Mac too).

 

Your needs may be more expansive than that, and indeed I would like it to be customisable as our business develops, but lets get the above working first.

 

An idea...  Microsoft buys other companies/software.  For heavens sake, O365 is a mixmatch of a dozen or more software titles badly glued together.  Why not just go out and buy a decent working, integrated CRM and bundle it on O365.  As said on other comments here before, I'd be happy to pay a couple of bucks more in my subscription to get a working CRM.

 

Come on Microsoft, give us an answer.

 

 

@Kevin Fairburn 
I totally understand your point Kevin and I definitely don't want to push anyone to download eWay-CRM. However, I must say we do have a lot of happy clients who lost their temper with Microsoft and decided to give us a try. 
As for Mac - eWay only runs on Windows, that's true. You can also use eWay-CRM Web Access as a standalone web app. Alternatively, you can run Microsoft Windows on your Mac with Boot Camp, VMware, Parallels Desktop, etc. I understand this may not be the perfect solution for a Mac-based workspace. As for all the other requests you mentioned - we cover all of them.
Good luck with Microsoft though, I would personally be interested in their answer.

George

@george 

 

"Good luck with Microsoft though, I would personally be interested in their answer.''

 

The problem is they don't have a solution which could be described as CRM, and therefore don't have an answer...

... and nobody from Microsoft is standing up here to defend or suggest differently, which about says it all.

This morning (Friday 22 March) I had an "Office 365 Message Center" email, with links to Microsoft 365 Roadmap with a massive banner at the top...

Welcome to the new Roadmap
Office 365 is now part of the Microsoft 365 Roadmap

 

I tried a search for Outlook Customer Manager, and guess what?  Nothing, Nada.

 

Its officially DEAD.  That is why nobody from Microsoft even cares about looking here...

@Kevin Fairburn and to complete the disaster.

The integration apparently mixes up Office Search Folder function and shows no use data because of failed integration to Outlook which annoys our Users:

https://support.microsoft.com/en-us/help/4035436/outlook-search-folders-show-items-with-blank-subjec...

 

PS. if anyone runs into this, just add a criteria to the rule for "In Folder" "is not" "PersonMetadata" and you get rid of the empty Emails shown.

@ziga1980 

 

I have had numerous MS tech people try to figure this out for months and they couldn’t. I gave up because it was very time consuming and frustrating. Its disgraceful that they promote and sell this app and it doesn’t work - especially when they are constantly creating updates to Office 365 that have minimal benefit to my business. 

@learning2019 Hi, what CRM did you switch to? I have the same history with MS and I can recommend Eway, too.

@katerina1490 I haven't myself yet, other business pressures getting in the way, some of which wouldn't be there if we had workable CRM!  #irony 

 

I'm sure Eway is brilliant, I've spent much of my working life working with a number of different CRM's both big and small...  there are plenty of really good, and perfect other solutions (ACT365 for example if like my current need, you need really nice and simple and well integrated, or Zoho, which is very comprehensive) which work well with O365, however...

 

My problem is that I am really not interested in doubling (at least) the cost of my subscriptions per user when it is already being paid for in my contract with MS... 

 

FAO Microsoft Employees - I migrated to O365 because I was promised integrated CRM. Therefore I am paying for CRM in my O365 subscription, and you are not providing it.  You need to wake up and take notice!  (Sadly I know full well I am completely wasting my breath because we know they never read this thread, but it helps to get it off my chest yet again!)

I agree with Kevin. After a couple months of using OCM it stopped working. I contacted the MS team. They tried to figure out my problem, and after weeks of phone calls and accessing my computer they couldn’t figure why it wasn’t working. They said when they had a resolution they would get back to me - that was six months ago. To add insult to injury every week I keep getting emails about how MS Office 365 is getting better with the countless changes they make. But for me and my team so far in the last year 99% have no benefit.

@learning2019 It's very obvious to me that O365 has never been a well thought out and planned suite of business applications designed to work together in a seamless way.  Instead it's a bunch of disparate applications, some of which were bought from other developers, and thrown together on the basis that they may be quite useful together.  Over the years some apps have been dropped as they were pretty useless and didn't integrate well or offer any user benefit, to be replaced by new, different, equally useless apps.

Microsoft development principal No. 1 - Throw a shedload of ideas at the wall and some will stick, work OK  and some users will adopt them somehow, but the non-adopters will get utterly confused by the barrage of stuff that has no business benefit.

Microsoft development principal No. 2 -  Before you start throwing stuff, make sure the entire team is comprised only of network and software engineers, and there must be nobody on the team who has any experience of running a business, or how business processes work.

The result...  Tada!  - Office 365

 

Just as they need email/word/excel/etc, all businesses (yes, even if there are just two of you) also need a central customer database, where customer interaction can be carried out in an environment that allows all relevant staff to see who said what to whom, how and when.  Sadly most businesses tend to bodge something together using shared Outlook contacts and speadsheets - the don't actually realise this solution is already available and is called CRM.  They don't know this because Microsoft doesn't offer it themselves in a useable or comprehensible format.

 

Sadly Microsoft themselves also just don't seem to get that all businesses need CRM, and not just those who are large enough to be persuaded to part with vast amounts of money on MS Dynamics.  Small to Medium businesses also need it; it is so important that, well implemented, it would probably be the key to the successful uptake of O365 (and not just because its now the only way to buy MSOffice) and its still not too late for Microsoft to help revolutionise and streamline all sizes of businesses.  BUT they need to start listening and understanding small business process...  Because nearly every business starts small.

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