What users are saying about
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Top Rated
79 Ratings
64 Ratings

Freshservice

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Top Rated
79 Ratings
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Score 8.7 out of 100
64 Ratings
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Score 8.5 out of 100

Likelihood to Recommend

Freshservice

If you cannot measure your current self then you cannot expect to improve. This was told to me by our call center manager a while ago about the importance of knowing exactly what you currently are capable of in order to better know what will be expected in the future. With this I looked at our old system which was clunky, slow, and universally hated, then tried to do better, that better option was Freshservice, which can be accessed from anywhere, fast, online, and easy to understand. With practically no training the techs were able to just pick it up and go. This was a big help in getting them to start actually using the system.
Sean Muller | TrustRadius Reviewer

Sage CRM

Only having one primary contact can cause issues for companies who are more specialized and custom. We deal with many people throughout the company so this can cause issues on trying to figure out who to contact. Creating advanced custom screens are also rather complicated and many times would require outside work to complete.For retail it is much more simplistic and easy to use. Storing all customer information along with communication info is simple.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Freshservice
9.0
Sage CRM
Organize and prioritize service tickets
Freshservice
9.6
Sage CRM
Expert directory
Freshservice
8.3
Sage CRM
Service restoration
Freshservice
9.8
Sage CRM
Self-service tools
Freshservice
9.1
Sage CRM
Subscription-based notifications
Freshservice
9.2
Sage CRM
ITSM collaboration and documentation
Freshservice
8.7
Sage CRM
ITSM reports and dashboards
Freshservice
8.4
Sage CRM

ITSM asset management

Freshservice
8.6
Sage CRM
Configuration mangement
Freshservice
9.0
Sage CRM
Asset management dashboard
Freshservice
8.4
Sage CRM
Policy and contract enforcement
Freshservice
8.3
Sage CRM

Change management

Freshservice
8.9
Sage CRM
Change requests repository
Freshservice
8.8
Sage CRM
Change calendar
Freshservice
8.6
Sage CRM
Service-level management
Freshservice
9.2
Sage CRM

Sales Force Automation

Freshservice
Sage CRM
10.0
Customer data management / contact management
Freshservice
Sage CRM
10.0
Workflow management
Freshservice
Sage CRM
10.0
Territory management
Freshservice
Sage CRM
10.0
Opportunity management
Freshservice
Sage CRM
10.0
Integration with email client (e.g., Outlook or Gmail)
Freshservice
Sage CRM
10.0
Contract management
Freshservice
Sage CRM
10.0
Quote & order management
Freshservice
Sage CRM
10.0
Interaction tracking
Freshservice
Sage CRM
10.0
Channel / partner relationship management
Freshservice
Sage CRM
10.0

Customer Service & Support

Freshservice
Sage CRM
10.0
Case management
Freshservice
Sage CRM
10.0
Call center management
Freshservice
Sage CRM
10.0
Help desk management
Freshservice
Sage CRM
10.0

Marketing Automation

Freshservice
Sage CRM
10.0
Lead management
Freshservice
Sage CRM
10.0
Email marketing
Freshservice
Sage CRM
10.0

CRM Project Management

Freshservice
Sage CRM
10.0
Task management
Freshservice
Sage CRM
10.0
Billing and invoicing management
Freshservice
Sage CRM
10.0
Reporting
Freshservice
Sage CRM
10.0

CRM Reporting & Analytics

Freshservice
Sage CRM
10.0
Forecasting
Freshservice
Sage CRM
10.0
Pipeline visualization
Freshservice
Sage CRM
10.0
Customizable reports
Freshservice
Sage CRM
10.0

Customization

Freshservice
Sage CRM
9.5
Custom fields
Freshservice
Sage CRM
10.0
Custom objects
Freshservice
Sage CRM
9.0
Scripting environment
Freshservice
Sage CRM
9.0
API for custom integration
Freshservice
Sage CRM
10.0

Security

Freshservice
Sage CRM
10.0
Single sign-on capability
Freshservice
Sage CRM
10.0
Role-based user permissions
Freshservice
Sage CRM
10.0

Social CRM

Freshservice
Sage CRM
9.5
Social data
Freshservice
Sage CRM
9.0
Social engagement
Freshservice
Sage CRM
10.0

Integrations with 3rd-party Software

Freshservice
Sage CRM
10.0
Marketing automation
Freshservice
Sage CRM
10.0
Compensation management
Freshservice
Sage CRM
10.0

Platform

Freshservice
Sage CRM
9.0
Mobile access
Freshservice
Sage CRM
9.0

Pros

Freshservice

  • Customized customer portal and ticketing system - We have specific information we want our customers and team to access. Freshservice allows us to have all that exactly as we want.
  • Freshchat integration - Having the chat portal integrated on our customer portal has improved our ability to communicate and quickly resolve issues. We have the chat widget on our main customer portal through Freshservice and our Moodle LMS.
  • Asset tracking and integration - we have the ability to track our assets from anywhere now. It makes field service calls so much easier since we don't have to rely on a spreadsheet on our server. We can also connect service tickets to assets so our repairs and changes are more accurate.
  • Mobile App - having the mobile app boosts our ability in the field. We can tag assets from the app to make changes and updates. We can provide the same service on the road as we can in our offices.
John Cilla | TrustRadius Reviewer

Sage CRM

  • SAGE CRM is a very clean and easy to use interface and easy to navigate around. Users seem to instantly understand with very little training where they are in the system, which is not always true of other system we have used in the past. The Key sometimes is removing 'clutter' for that user.
  • Sales and Sales Manager tend to find it is very intuitive and since it is flexibly with its design, we have created various extra option to improve sales peoples management of Contracts, Events and even Samples, saving and eliminating multiple spreadsheets.
  • Case Management and workflow capabilities together with the ability to offer Self Service and embed into your website has been very powerful and a number of client have found this can save them tremendous time. Adding in automatic notifications through a powerful workflow capability can save hours of time for the Users
  • Flexible Reporting using a wizard approach means that the system is easy to train on and for users we find that they embrace this even more since they feel an ownership for the CRM system, something that all CRM User aspire too.
  • Flexible licencing and Editions. Not always well known, but SAGE CRM has two editions (somewhat confusing) the Cloud or SAGE CRM.com doest use the same naming convention, but these are Standard And Advanced Editions. However, in particular, there is a Concurrent Licence option, albeit at a premium, but we once saved a client over £14000 on a 50 user system when they migrated to SAGE CRM Concurrent from their existing Named Licence CRM system, paying for the complete migration in year One
Gary Perkins | TrustRadius Reviewer

Cons

Freshservice

  • Maintenance of software assets : Freshservice reports the installed software, but if a device is retired, the software remains registered in the software assets. It would be better to have an option to clean it up.
  • Software assets are registered per software-release : there is no way to get an export of one software-asset at once, you have to export them per release. In case of programs like Firefox it's time consuming
Rob Buurman | TrustRadius Reviewer

Sage CRM

  • One of the areas that Sage CRM is different is the way that Appointments and Tasks are delivered to the user in the interface. This presents a challenge in the way that most people utilize a Calendar in their daily execution. Many companies want to see a color coded Calendar for multiple team members and this is provided through a 3rd party.
  • Executing workflow through the mobile device is another area that users have requested. With such a strong workflow and escalation engine extending to the mobile interface would be groundbreaking in the CRM industry.
  • The data loading tools also need some work. In today's world we often extend the platform for unique entities and today we use 3rd party tools for any data migration besides basic customer and contact information.
Danny Estrada | TrustRadius Reviewer

Likelihood to Renew

Freshservice

Freshservice 9.1
Based on 1 answer
It's overall value in our organization is extremely high and it has become an essential part of our business.
Anonymous | TrustRadius Reviewer

Sage CRM

Sage CRM 5.1
Based on 11 answers
There are really no other words to say, it is a very easy to use application that is more straightforward and has provided better results with the bulk of features that appeal to a very broad amount of users. There may be other CRM platforms out there that are more prevalent, but I have found them to be much more clunky and less intuitive than Sage CRM.
Anonymous | TrustRadius Reviewer

Usability

Freshservice

Freshservice 8.9
Based on 6 answers
On the I.T. side, the time to ramp up and understand how FreshService operates only took a few hours. After that, it was off to the races with configuration and customization. From the start, with minimal assistance, our end users found FreshService to be incredibly intuitive. At launch, we expected most to submit tickets via email, however, our analytics has shown that end-users actually prefer the portal for managing their I.T. tickets.
Anonymous | TrustRadius Reviewer

Sage CRM

Sage CRM 10.0
Based on 4 answers
Helped us improve on our sales and build up client base while still maintaining their contact databases.The system is relatively cheap compared to deliverables and it's easier to understand and use.Managers no longer need to sit down with staff since it's easier to track from the system on specific key parameters that guide us towards realizing better returns.
Brittany Powells | TrustRadius Reviewer

Performance

Freshservice

No score
No answers yet
No answers on this topic

Sage CRM

Sage CRM 8.2
Based on 1 answer
Sage works very quickly based on the network you are using it on. It is internet based so if your network is slow, it will perform slowly. Reports seem to run reasonably fast, if there is too much information it is trying to populate that could slow it down a little. When Sage CRM is integrated with a Sage ERP product it doesn't tend to slow down either system at all
Kari-Ann B. Ryan | TrustRadius Reviewer

Support Rating

Freshservice

Freshservice 10.0
Based on 13 answers
The support team is highly professional and most of them I have spoken are so kind and helpful. I had booked a session for an hour to set up alerts using Workflow Automator, and in that time, the support guy helped me configure alerts, set up change management process groups, etc. Most of the other vendors will ask you to submit a separate ticket for each request.
Anonymous | TrustRadius Reviewer

Sage CRM

Sage CRM 10.0
Based on 1 answer
For the many times I encountered challenges, my emails were always responded to on time and the supporting staff would go a step further to find out if my issues had been well resolved.
Brittany Powells | TrustRadius Reviewer

In-Person Training

Freshservice

No score
No answers yet
No answers on this topic

Sage CRM

Sage CRM 7.0
Based on 1 answer
Most training would come after a upgrade. Otherwise we would self teach new employees. Training was with a Sage Software partner SWK technologies.
Anonymous | TrustRadius Reviewer

Implementation Rating

Freshservice

Freshservice 8.2
Based on 1 answer
Use case and requirements have to be very specific. Each business is different so it's very important to be as clear as possible with your initial requirements when communicating with the on-boarding/implementation team.
Anonymous | TrustRadius Reviewer

Sage CRM

Sage CRM 8.0
Based on 1 answer
The implementation and upgrades were rather quick and straight forward.Attempting to link Sage CRM with Sage 100 ERP however was a nightmare and will be avoided by us in the future due to numerous issues.
Anonymous | TrustRadius Reviewer

Alternatives Considered

Freshservice

We picked Freshservice over the others for many reasons. The first would be the ease of implementation. Another is due to the nice interface the system has. We also like the way we can push out a small piece of software to pull in the asset information for asset management. Just all around better product.
Mark Kosier | TrustRadius Reviewer

Sage CRM

I have evaluated and implemented MS Dynamics CRM from a business perspective, and more recently Salesforce.com CRM as an administarator. Sage was more intuitive than Salesforce, and also less expensice than both of them. At that time, I used Sage CRM because the company I was working with had purchased Sage ERP. However, they never implemented it, but I did implement Sage CRM almost by myself. It is a great tool to manage sales process and marketing campaigns.
Luis Brea | TrustRadius Reviewer

Return on Investment

Freshservice

  • The service catalog has simplified and reduced inquiries about purchasing equipment, requesting forms, and identifying software that is available to campus. We estimate a 25% reduction in such inquiries
  • Canned responses and the ability to insert solutions allows our staff to spend more time supporting our users, rather than looking up answers and typing responses.
  • Using the CMDB to document infrastructure, business processes, and training material has allowed IT staff to get-up-to-speed and identify answers to questions more quickly. Additionally, the documentation is advantageous for other departments across campus so that we can show impact of business process changes.
Rick Murphy | TrustRadius Reviewer

Sage CRM

  • Allowed managers to have visibility into salesperson pipelines with far less communication and time spent by all.
  • Allowed more predicative information on where the business is from a pipeline perspective so we can predict future business and resource requirements.
  • Allowed us to manage our customer support more effectively with less staff and allows cases and information to be passed from one staff member to another easily.
Glen Mund | TrustRadius Reviewer

Screenshots

Pricing Details

Freshservice

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No
$19

Freshservice Editions & Modules

Edition
Starter$19.001
Growth$49.001
Pro$89.001
  1. Per Month Per User
Additional Pricing Details

Sage CRM

General

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

Sage CRM Editions & Modules

On-premise Edition
Sage CRM (on premise)1
  1. Lifetime License per Seat
SaaS Edition
Sage CRM (cloud)$451
  1. Per User per Month
Additional Pricing Details
Tiered pricing is available for multiple users.

Rating Summary

Likelihood to Recommend

Freshservice
9.4
Sage CRM
10.0

Likelihood to Renew

Freshservice
9.1
Sage CRM
5.1

Usability

Freshservice
8.9
Sage CRM
10.0

Performance

Freshservice
Sage CRM
8.2

Support Rating

Freshservice
10.0
Sage CRM
10.0

In-Person Training

Freshservice
Sage CRM
7.0

Implementation Rating

Freshservice
8.2
Sage CRM
8.0

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