LexisNexis InterAction vs. Sugar Sell (SugarCRM)

It's well suited to organizations that intend to dedicate the staff to maintaining it as recommended in best practices material. It's much too large and complicated if it's only to be used as an address book and in those cases, a much simpler CRM might work better.

Incentivized

The way Community Tax uses Sugar from a users point of view is, it can house a lot of information for either a company or individual with the option of adding additional sub cases . The down side is there are licenses issued per user and 1 per user is not enough because most of the time we are multitasking. Therefore a program/software would be more suitable instead of using a URL.

Incentivized

• Collects contact information from incoming employees
• Synchronizes with Outlook contacts
• Separate interface for marketing and casual users

Incentivized

• Great way to keep myself organized. I do not miss appointments with clients since within the system I can input my appointment time and also send out a reminder to my clients.
• It has a nice layout [that] does not seem to be cluttered. I find it to be very user friendly.
• It has customizable dashboards which I find beneficial

Incentivized

• The Windows app for marketing could be more wizard driven and simpler
• Technical support documentation is lacking in up to date information

Incentivized

• 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.

Incentivized

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.

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.

SugarCRM has never been down for us.

No response time issues ever. Very productive due to its ease of use.

The support overall at least for us has been phenomenal. Anytime that the system has any Issues at all IT gets in contact from someone from support to get the system back up and running. Have never gone more than 30 minutes with the system not working. So overall I will be definetely recommending this system in any other company that I may work for in the future.

Incentivized

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.

Only part of an implemementation as noted previously.

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.

Incentivized

Sugar Sell is the only product we found that met the needs of everyone involved in the evaluation process. It can be customized to accomplish just about anything you need, and trust me....we pushed the limits on that. It is a product that our users actually enjoy using which in itself contributes to productivity. We used other CRM tools in the past, and the discontent from our users resulted in consistently declining use and ultimately dropping those products.

Incentivized

Works from 2-300 Users in our experience.

• I'm only in the IT department so I'm not really sure about ROI but IA does much more than our marketing department is using it for. I would think the company is paying a lot of money for something that isn't being utilized.

Incentivized

• Overall seems to be more expensive than other subscription based CRMs.
• Has positively impact our sales team to make more efficient and accountability among sales teams. Also allows for high level aggregated reporting
• Has been impactful for all teams, not only sales to track individual activity on a daily, weekly, monthly and quarterly basis

Incentivized