The integration with Microsoft applications prompted Wilson Language Training Corp. in Oxford Mass. to replace its Siebel 6.0 CRM software with Microsoft CRM 1.2 in January 2005, said Brian Kretchman, technical development manager at the teacher training resources provider.

Despite the cost of licensing, end user retraining and data cleansing associated with the cutover, it was 'worth it in the end,' said Kretchman, a panelist at the Convergence conference.

He said customization of the Siebel software by sales personnel led to IT support problems. The more rigid Microsoft CRM process improved the efficiency of its 60 users, Kretchman said.

Wilson intends to upgrade to Microsoft CRM 3.0, most likely this fall, Kretchman said.

Helene Cole, CEO of Altara, a Basking Ridge, N.J.-based integrator, said her company replaced its Siebel software with the Microsoft offering in 2002.