What users are saying about
1 Ratings
1 Ratings
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Score 9 out of 100
193 Ratings
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Score 7.3 out of 100

Likelihood to Recommend

17hats

I think it's great for businesses who offer monthly services and want to automate their invoicing. Even for businesses who offer one-off services as well.
Marli Espinales | TrustRadius Reviewer

Sugar Sell (SugarCRM)

If your organization has needs or requirements that it seems cannot be met by the industry leaders in CRM, I would urge you to talk to Sugar Sell (SugarCRM). They bent over backwards to work with different groups of people within our company to prove to them how committed they were to making the product work for us. It seamlessly integrates with our email and other applications we use frequently. And they helped us configure detailed reporting for our very complex sales territories and organizational structure.If you are looking for a very basic CRM tool that doesn't require much configuration, Sugar will still work for you, but you certainly have other options.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Sales Force Automation

17hats
9.2
Sugar Sell (SugarCRM)
7.5
Customer data management / contact management
17hats
9.0
Sugar Sell (SugarCRM)
7.9
Workflow management
17hats
9.0
Sugar Sell (SugarCRM)
7.8
Integration with email client (e.g., Outlook or Gmail)
17hats
9.0
Sugar Sell (SugarCRM)
7.1
Contract management
17hats
10.0
Sugar Sell (SugarCRM)
6.8
Quote & order management
17hats
10.0
Sugar Sell (SugarCRM)
7.7
Interaction tracking
17hats
8.0
Sugar Sell (SugarCRM)
7.0
Territory management
17hats
Sugar Sell (SugarCRM)
7.5
Opportunity management
17hats
Sugar Sell (SugarCRM)
8.2
Channel / partner relationship management
17hats
Sugar Sell (SugarCRM)
7.7

Customer Service & Support

17hats
8.0
Sugar Sell (SugarCRM)
7.1
Case management
17hats
8.0
Sugar Sell (SugarCRM)
6.6
Call center management
17hats
Sugar Sell (SugarCRM)
7.7
Help desk management
17hats
Sugar Sell (SugarCRM)
7.1

Marketing Automation

17hats
8.0
Sugar Sell (SugarCRM)
7.4
Lead management
17hats
8.0
Sugar Sell (SugarCRM)
8.1
Email marketing
17hats
Sugar Sell (SugarCRM)
6.7

CRM Project Management

17hats
9.5
Sugar Sell (SugarCRM)
7.4
Task management
17hats
9.0
Sugar Sell (SugarCRM)
7.8
Billing and invoicing management
17hats
10.0
Sugar Sell (SugarCRM)
7.0
Reporting
17hats
Sugar Sell (SugarCRM)
7.5

Customization

17hats
8.0
Sugar Sell (SugarCRM)
8.0
Custom fields
17hats
8.0
Sugar Sell (SugarCRM)
8.5
Custom objects
17hats
Sugar Sell (SugarCRM)
7.7
Scripting environment
17hats
Sugar Sell (SugarCRM)
7.8
API for custom integration
17hats
Sugar Sell (SugarCRM)
7.9

Security

17hats
9.5
Sugar Sell (SugarCRM)
8.8
Single sign-on capability
17hats
10.0
Sugar Sell (SugarCRM)
8.7
Role-based user permissions
17hats
9.0
Sugar Sell (SugarCRM)
8.9

Integrations with 3rd-party Software

17hats
8.0
Sugar Sell (SugarCRM)
8.3
Marketing automation
17hats
8.0
Sugar Sell (SugarCRM)
7.8
Compensation management
17hats
Sugar Sell (SugarCRM)
8.8

Platform

17hats
8.0
Sugar Sell (SugarCRM)
7.2
Mobile access
17hats
8.0
Sugar Sell (SugarCRM)
7.2

CRM Reporting & Analytics

17hats
Sugar Sell (SugarCRM)
8.0
Forecasting
17hats
Sugar Sell (SugarCRM)
8.2
Pipeline visualization
17hats
Sugar Sell (SugarCRM)
7.6
Customizable reports
17hats
Sugar Sell (SugarCRM)
8.2

Social CRM

17hats
Sugar Sell (SugarCRM)
8.7
Social data
17hats
Sugar Sell (SugarCRM)
8.8
Social engagement
17hats
Sugar Sell (SugarCRM)
8.7

Pros

17hats

  • Invoicing
  • Creating online questionnaire
Marli Espinales | TrustRadius Reviewer

Sugar Sell (SugarCRM)

  • Very easy to set up and configure reports among teams. Very customizable and allows me to build reports that illustrate how the team is performing.
  • Exporting granular reports into excel for in depth analysis and actionable measures.
  • Ability to mass upload lots of information and leads. Important for our team to import lots of information on prospecting clients.
Anonymous | TrustRadius Reviewer

Cons

17hats

  • Cheaper credit card charges
  • Ability to tweak their questionnaires a bit more
Marli Espinales | TrustRadius Reviewer

Sugar Sell (SugarCRM)

  • The back-end programming (logical hooks) for advanced customizations could benefit from a more user-friendly interface
  • General layout could be improved by the addition of modern templates to customize the standard look and feel
  • Support communities could be further improved with the addition of videos on how to do specific configuration, modules.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

17hats

No score
No answers yet
No answers on this topic

Sugar Sell (SugarCRM)

Sugar Sell (SugarCRM) 8.2
Based on 26 answers
Our organization will continue to use Sugar as long as it remains cost effective and it addresses the majority of our needs. I will, however, recommend looking into other options once our needs increase and there is additional budget for some bigger named and more robust platform options. I feel if the application was friendlier to end users we would get better productivity as well.
Andrew Dunifer, MBA/MS MIS | TrustRadius Reviewer

Usability

17hats

No score
No answers yet
No answers on this topic

Sugar Sell (SugarCRM)

Sugar Sell (SugarCRM) 8.3
Based on 2 answers
There's a learning curve associated with Sugar. Right away, it's not as easy as an out-of-the-box CRM. Once you learn how to use Sugar, the system fits what your needs are. With any other CRM, you'd be trying to figure out how your company can best fit the CRM. You don't want to change your business cycle for your CRM, the CRM should fit your business cycle.
Anonymous | TrustRadius Reviewer

Reliability and Availability

17hats

No score
No answers yet
No answers on this topic

Sugar Sell (SugarCRM)

Sugar Sell (SugarCRM) 10.0
Based on 1 answer
SugarCRM has never been down for us.
Peter Fletcher | TrustRadius Reviewer

Performance

17hats

No score
No answers yet
No answers on this topic

Sugar Sell (SugarCRM)

Sugar Sell (SugarCRM) 10.0
Based on 1 answer
No response time issues ever. Very productive due to its ease of use.
Peter Fletcher | TrustRadius Reviewer

Support Rating

17hats

17hats 8.0
Based on 1 answer
It's chat based so you have to wait a bit to hear back from them but they have gotten quicker with their responses which I appreciate.
Marli Espinales | TrustRadius Reviewer

Sugar Sell (SugarCRM)

Sugar Sell (SugarCRM) 6.3
Based on 5 answers
Most of our support comes from the documentation on the SugarCRM web site. There is lots of documentation available, but sometimes, it takes a little time to find the piece that pertains to your system. The SugarCRM software has changed a lot over the years and documentation for all of the versions is still available on the web.
Tom Kreiner | TrustRadius Reviewer

In-Person Training

17hats

No score
No answers yet
No answers on this topic

Sugar Sell (SugarCRM)

Sugar Sell (SugarCRM) 9.0
Based on 1 answer
We feel clasroom training is essential to ensure user adoption and buy-in. Video and on-line training courses gave their place but being in a classroom setting enables the Team to make any potential CRM issues visble right up front.
Peter Fletcher | TrustRadius Reviewer

Online Training

17hats

No score
No answers yet
No answers on this topic

Sugar Sell (SugarCRM)

Sugar Sell (SugarCRM) 8.0
Based on 1 answer
Only part of an implemementation as noted previously.
Peter Fletcher | TrustRadius Reviewer

Implementation Rating

17hats

No score
No answers yet
No answers on this topic

Sugar Sell (SugarCRM)

Sugar Sell (SugarCRM) 9.0
Based on 3 answers
Study, study, and study. Be prepared to train everyday until all processes are flowing nicely. The CRM is the elephant and figuring out where to take the first bite can be a challenge. But there is only one way to eat this elephant, one bite at a time. Systematic planning is very important.
Marc Prince | TrustRadius Reviewer

Alternatives Considered

17hats

No answers on this topic

Sugar Sell (SugarCRM)

GoldMine was an archaic platform. Adding custom fields was difficult. Reporting was horrible. Sugar CRM blows it out of the water. It's also easier to use and navigate. Having all of the data available from any browser is also a tremendous advantage compared to our private installation of GoldMine which required their software and a VPN connection.
Sid Haas | TrustRadius Reviewer

Scalability

17hats

No score
No answers yet
No answers on this topic

Sugar Sell (SugarCRM)

Sugar Sell (SugarCRM) 9.0
Based on 1 answer
Works from 2-300 Users in our experience.
Peter Fletcher | TrustRadius Reviewer

Return on Investment

17hats

  • ROI - Saves me time on creating invoices and questionnaires.
Marli Espinales | TrustRadius Reviewer

Sugar Sell (SugarCRM)

  • Just one of our customized modules allowed us to automate multiple processes and saves us on average 500 man hours a year.
  • It allows each user to have a 360-degree view point of our databases at any given point.
  • Incorporating some of our onsite operational pieces within SugarCRM has given us the opportunity to reduce the number of places information is stored to one.
Jennifer Stewart | TrustRadius Reviewer

Pricing Details

17hats

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Sugar Sell (SugarCRM)

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Rating Summary

Likelihood to Recommend

17hats
9.0
Sugar Sell (SugarCRM)
7.8

Likelihood to Renew

17hats
Sugar Sell (SugarCRM)
8.2

Usability

17hats
Sugar Sell (SugarCRM)
8.3

Reliability and Availability

17hats
Sugar Sell (SugarCRM)
10.0

Performance

17hats
Sugar Sell (SugarCRM)
10.0

Support Rating

17hats
8.0
Sugar Sell (SugarCRM)
6.3

In-Person Training

17hats
Sugar Sell (SugarCRM)
9.0

Online Training

17hats
Sugar Sell (SugarCRM)
8.0

Implementation Rating

17hats
Sugar Sell (SugarCRM)
9.0

Scalability

17hats
Sugar Sell (SugarCRM)
9.0

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