What users are saying about
187 Ratings
187 Ratings
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Score 7.3 out of 101

Likelihood to Recommend

SugarCRM

When our company got acquired in early 2018 we had various sales teams located globally. Some of the teams did not use a CRM. With SugarCRM we were able to streamline all reporting, communication and accountability among the teams. The CRM has helped us ensure the teams are not targeting the same clients and doing double work. Additionally since teams are in various timezones the activity tracking is extremely helpful to give a snapshot of the latest status with the account and how close we are to the sale. Without this CRM we would be extremely messy and on different pages with each sales team.
No photo available

Feature Rating Comparison

Sales Force Automation

SugarCRM
7.4
Customer data management / contact management
SugarCRM
8.4
Workflow management
SugarCRM
7.5
Territory management
SugarCRM
7.4
Opportunity management
SugarCRM
7.9
Integration with email client (e.g., Outlook or Gmail)
SugarCRM
6.3
Contract management
SugarCRM
7.0
Quote & order management
SugarCRM
7.3
Interaction tracking
SugarCRM
7.1
Channel / partner relationship management
SugarCRM
7.9

Customer Service & Support

SugarCRM
7.2
Case management
SugarCRM
7.4
Call center management
SugarCRM
7.0
Help desk management
SugarCRM
7.0

Marketing Automation

SugarCRM
7.2
Lead management
SugarCRM
7.8
Email marketing
SugarCRM
6.7

CRM Project Management

SugarCRM
7.1
Task management
SugarCRM
7.1
Billing and invoicing management
SugarCRM
6.9
Reporting
SugarCRM
7.1

CRM Reporting & Analytics

SugarCRM
8.3
Forecasting
SugarCRM
8.0
Pipeline visualization
SugarCRM
8.3
Customizable reports
SugarCRM
8.6

Customization

SugarCRM
8.3
Custom fields
SugarCRM
8.8
Custom objects
SugarCRM
8.6
Scripting environment
SugarCRM
8.0
API for custom integration
SugarCRM
7.8

Security

SugarCRM
9.2
Single sign-on capability
SugarCRM
9.2
Role-based user permissions
SugarCRM
9.2

Social CRM

SugarCRM
8.6
Social data
SugarCRM
8.6
Social engagement
SugarCRM
8.6

Integrations with 3rd-party Software

SugarCRM
8.5
Marketing automation
SugarCRM
8.1
Compensation management
SugarCRM
9.0

Platform

SugarCRM
7.7
Mobile access
SugarCRM
7.7

Pros

SugarCRM

  • Reporting - creating and editing reports is easy and intuitive. We find this aspect of SugarCRM to be much better than our previous solution.
  • Navigation - I find it very easy to drill into the information I need. Moving from accounts to contacts to opportunities, etc.
  • Custom Fields - Sugar makes it extremely convenient and easy to add custom data fields whenever and wherever we need them. We've made Sugar do what we need it to with the use of these and we continue to add new ones regularly.
Sid Haas profile photo

Cons

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.
No photo available

Likelihood to Renew

SugarCRM

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 profile photo

Usability

SugarCRM

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.
No photo available

Reliability and Availability

SugarCRM

SugarCRM 10.0
Based on 1 answer
SugarCRM has never been down for us.
Peter Fletcher profile photo

Performance

SugarCRM

SugarCRM 10.0
Based on 1 answer
No response time issues ever. Very productive due to its ease of use.
Peter Fletcher profile photo

Support

SugarCRM

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 profile photo

In-Person Training

SugarCRM

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 profile photo

Online Training

SugarCRM

SugarCRM 8.0
Based on 1 answer
Only part of an implemementation as noted previously.
Peter Fletcher profile photo

Implementation

SugarCRM

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 profile photo

Alternatives Considered

SugarCRM

We selected SugarCRM from a startup mentality when, in reality, we should have bitten the bullet and opted for something like Copper. Copper is 100% the CRM of choice that is integrated into G-Suite for businesses. I would even take Zoho over Sugar, having implemented it previously. They have tried to give their UI a face lift, but it isn't something that is conducive to a productive workflow in my opinion.
Kelly Wasden profile photo

Scalability

SugarCRM

SugarCRM 9.0
Based on 1 answer
Works from 2-300 Users in our experience.
Peter Fletcher profile photo

Return on Investment

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 profile photo

Pricing Details

SugarCRM

General

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

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