We used the Epicor CRM for a while with quite a lot of customisation and it worked well in its limitations. However we ended up migrating to MS Dynamics Sales. There was a few reasons:
- Email integration (D365 Sales just does it)
- Pipeline values and opportunity forecasting (we do a lot of construction project work so important for us). You can customise Epicor or use reporting to achieve this, but D365 has it all embedded.
- Lack of good mobile access (that may have changed, but the D365 one is good, and works with other MS products nicely).
- We also had pressure from management and the sales team because some of them had used SalesForce/D365 Sales in the past, and preferred it.
We did integrate customers, contacts and quotes so that we didn’t have to maintain the same information in two different systems.
IMHO if your looking to implement a new CRM system then you can’t really compare Epicor CRM with SalesForce and the other industry leaders, they simply aren’t at the same level. However if you’re looking to utilise basic CRM features in your ERP system, then there’s good features.
There’s another post here with more feedback in case you haven’t seen it: Epicor CRM poll