What users are saying about
140 Ratings
140 Ratings
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Score 7.9 out of 100
195 Ratings
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Score 7.4 out of 100

Likelihood to Recommend

Oracle CRM

Oracle CRM is incredibly well suited to handle the customer service needs of a growing business. It is capable of scaling with your company. We can monitor every step of the ordering process and provide quick and accurate information to our customers if they request it. We can easily handle returns and replacements as well.
Anonymous | 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

Oracle CRM
7.9
Sugar Sell (SugarCRM)
7.6
Customer data management / contact management
Oracle CRM
8.7
Sugar Sell (SugarCRM)
7.8
Workflow management
Oracle CRM
8.1
Sugar Sell (SugarCRM)
7.9
Territory management
Oracle CRM
8.0
Sugar Sell (SugarCRM)
7.6
Opportunity management
Oracle CRM
8.2
Sugar Sell (SugarCRM)
8.4
Integration with email client (e.g., Outlook or Gmail)
Oracle CRM
7.2
Sugar Sell (SugarCRM)
7.3
Contract management
Oracle CRM
7.5
Sugar Sell (SugarCRM)
6.8
Quote & order management
Oracle CRM
7.0
Sugar Sell (SugarCRM)
7.8
Interaction tracking
Oracle CRM
8.2
Sugar Sell (SugarCRM)
7.0
Channel / partner relationship management
Oracle CRM
8.4
Sugar Sell (SugarCRM)
7.7

Customer Service & Support

Oracle CRM
8.1
Sugar Sell (SugarCRM)
7.1
Case management
Oracle CRM
8.0
Sugar Sell (SugarCRM)
6.3
Call center management
Oracle CRM
8.1
Sugar Sell (SugarCRM)
7.9
Help desk management
Oracle CRM
8.2
Sugar Sell (SugarCRM)
7.2

Marketing Automation

Oracle CRM
8.4
Sugar Sell (SugarCRM)
7.5
Lead management
Oracle CRM
7.9
Sugar Sell (SugarCRM)
8.2
Email marketing
Oracle CRM
9.0
Sugar Sell (SugarCRM)
6.7

CRM Project Management

Oracle CRM
7.3
Sugar Sell (SugarCRM)
7.6
Task management
Oracle CRM
6.5
Sugar Sell (SugarCRM)
7.9
Billing and invoicing management
Oracle CRM
8.3
Sugar Sell (SugarCRM)
7.1
Reporting
Oracle CRM
7.3
Sugar Sell (SugarCRM)
7.6

CRM Reporting & Analytics

Oracle CRM
7.5
Sugar Sell (SugarCRM)
7.9
Forecasting
Oracle CRM
8.0
Sugar Sell (SugarCRM)
8.3
Pipeline visualization
Oracle CRM
7.1
Sugar Sell (SugarCRM)
7.4
Customizable reports
Oracle CRM
7.5
Sugar Sell (SugarCRM)
8.1

Customization

Oracle CRM
8.4
Sugar Sell (SugarCRM)
7.9
Custom fields
Oracle CRM
8.8
Sugar Sell (SugarCRM)
8.4
Custom objects
Oracle CRM
9.0
Sugar Sell (SugarCRM)
7.5
Scripting environment
Oracle CRM
8.8
Sugar Sell (SugarCRM)
7.7
API for custom integration
Oracle CRM
7.0
Sugar Sell (SugarCRM)
7.9

Security

Oracle CRM
9.1
Sugar Sell (SugarCRM)
8.8
Single sign-on capability
Oracle CRM
9.1
Sugar Sell (SugarCRM)
8.6
Role-based user permissions
Oracle CRM
9.1
Sugar Sell (SugarCRM)
8.9

Social CRM

Oracle CRM
8.0
Sugar Sell (SugarCRM)
8.8
Social data
Oracle CRM
8.0
Sugar Sell (SugarCRM)
8.8
Social engagement
Oracle CRM
8.1
Sugar Sell (SugarCRM)
8.8

Integrations with 3rd-party Software

Oracle CRM
7.2
Sugar Sell (SugarCRM)
8.3
Marketing automation
Oracle CRM
5.9
Sugar Sell (SugarCRM)
7.8
Compensation management
Oracle CRM
8.6
Sugar Sell (SugarCRM)
8.8

Platform

Oracle CRM
7.1
Sugar Sell (SugarCRM)
7.1
Mobile access
Oracle CRM
7.1
Sugar Sell (SugarCRM)
7.1

Pros

Oracle CRM

  • Several of our members were not familiar with various IT functions within CRM prior to working with it and so they were able to develop a working knowledge of IT pretty quickly afterwards.
  • It has a familiar feel to it as it allows users to work the data into a spreadsheet type layout with pivot tables and graphs and so it is quick to adopt.
  • Customization is great with a working knowledge of HTML, which isn't too hard to learn. You can really adapt CRM to any needs stylistically or content wise.
Joseph R. Sweeney | 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

Oracle CRM

  • The Oracle 11.5.10 CRM forms are not easily or intuitively customizable to facilitate speed or ease of use. Custom forms are not supported by Oracle support, but call center functions require throughput velocity that the standard forms do not provide. The forms are also inflexible when it comes to selection-driven information or in-procedure guidelines. Data selections in one field should allow the limitation of data selection in other fields and should permit additional information to be made available for the users of the forms.
  • The CRM administrator setups such as groups and territories as well as the dispatch center functionality are painfully slow and cumbersome to use. Not all reasonable filters are made available to ensure that the technician with the right skills is assigned to tasks. More flexibility in this area would improve Oracle 11.5.10 usability tenfold.
  • Overall, the main issue when it comes to sales or service CRMs is always a question of flexibility. "When this customer calls, collect x data." "When a service request is created for that site, include information y for the technician." "Remember to ask the caller for z measurement when they open a service request for the other product type." More intuitive and elastic tools for the ebbs and flows of real service situations would certainly put a feather in Oracle's cap.
R. Daniel Knapp | 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

Oracle CRM

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

Oracle CRM

Oracle CRM 8.6
Based on 2 answers
I give this rating because I personally don't have any difficulty using the system. I didn't have any difficulty learning the system either. I know that in my position I am taking complaints from users who are having issues with the oracle sites but most of the time it is user error or a technical issue and they need to be using it in the best way possible. I do think it is one of the easiest sites for applying online and hiring candidates. In my 10 years of dealing with so many other recruiting and career sites like Kenexa Brassring, Erecruit or Peoplesoft, I don't recommend any of those at all. Oracle CRM/Taleo is by far the easiest site for applicants to apply, the easiest site for recruiters to hire and the easiest site to manage your hires.
Anonymous | TrustRadius Reviewer

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

Oracle CRM

Oracle CRM 9.0
Based on 1 answer
I give this rating because we have had no issues in the area of the product's overall availability. In my opinion the resources are there when we need them and the features serve the purpose they are set to do. I feel things have gone really well as far as the availability of the product.
Anonymous | TrustRadius Reviewer

Sugar Sell (SugarCRM)

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

Performance

Oracle CRM

Oracle CRM 8.1
Based on 2 answers
I give this rating because I don't have any complaints in the area of performance. In my opinion the product's performance is right on the mark. In comparison to other systems I have used for the same purpose - recruiting, hiring and managing hires, I have found Oracle's performance to be the best. Oracle system flows better than any other recruiting system out there.
Anonymous | TrustRadius Reviewer

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

Oracle CRM

Oracle CRM 7.6
Based on 2 answers
Generally, if you log an SR, it will get resolved rather quickly. If they need to contact you for more information, the resolution process gets drug out because you have to usually go back and forth with several messages. Some customization involving web-links, java script, and HTML, Oracle does not officially support, so they will not assist you if your links stop working.
Mary Hunnicutt | TrustRadius Reviewer

Sugar Sell (SugarCRM)

Sugar Sell (SugarCRM) 6.3
Based on 10 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

Oracle CRM

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

Oracle CRM

Oracle CRM 9.0
Based on 1 answer
It was a great training tool and provided all of the necessary information we needed to implement the sites for our clients. We were provided with a great deal of resources in regards to Oracle CRM. We didn't have any issues with the training at all. The only thing I would say would that there could be more FAQ's for users to read through
Anonymous | TrustRadius Reviewer

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

Oracle CRM

Oracle CRM 7.7
Based on 2 answers
If you have never used a CRM program is is hard to know exactly what you need. We had lots of changes during implementation and even more afterward once the users started working in it everyday. Also the partner we used didn't inform us about Allotments and not being able to Batch delete custom objects (you can now in recent releases). There were so many unknowns, that if I had it to do over, I would educate myself more and ask more questions of the partner that we used for implementation.
Mary Hunnicutt | TrustRadius Reviewer

Sugar Sell (SugarCRM)

Sugar Sell (SugarCRM) 9.0
Based on 6 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

Oracle CRM

MS Dynamics was easy to integrate to MS Power BI. This BI and reporting aspect is a clear strong point for Microsoft. MS solutions seem easier to integrate and learn, but this depends on the IT landscape and the complexity of integrations in a respective company.
Viktor Mulac | TrustRadius Reviewer

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

Oracle CRM

Oracle CRM 9.0
Based on 1 answer
In my opinion I rate this high because we have had no issues in this area and so that is why I give it such a high rating. There is no issue with the product's overall scalability. In my opinion this has been a positive from my team and client's view.
Anonymous | TrustRadius Reviewer

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

Oracle CRM

  • This software can display in real-time when an order is submitted, received, fulfilled, and shipped out. We are able to know within the week of what new orders came in and how effective we are being from targeting specific regions of the nation.
Simon Vargas | 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

Oracle CRM

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

Oracle CRM
7.9
Sugar Sell (SugarCRM)
7.7

Likelihood to Renew

Oracle CRM
Sugar Sell (SugarCRM)
8.2

Usability

Oracle CRM
8.6
Sugar Sell (SugarCRM)
8.3

Reliability and Availability

Oracle CRM
9.0
Sugar Sell (SugarCRM)
10.0

Performance

Oracle CRM
8.1
Sugar Sell (SugarCRM)
10.0

Support Rating

Oracle CRM
7.6
Sugar Sell (SugarCRM)
6.3

In-Person Training

Oracle CRM
Sugar Sell (SugarCRM)
9.0

Online Training

Oracle CRM
9.0
Sugar Sell (SugarCRM)
8.0

Implementation Rating

Oracle CRM
7.7
Sugar Sell (SugarCRM)
9.0

Scalability

Oracle CRM
9.0
Sugar Sell (SugarCRM)
9.0

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