What users are saying about
176 Ratings
176 Ratings
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Score 7 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
7.7
Customer data management / contact management
SugarCRM
8.6
Workflow management
SugarCRM
7.8
Territory management
SugarCRM
7.5
Opportunity management
SugarCRM
8.2
Integration with email client (e.g., Outlook or Gmail)
SugarCRM
6.5
Contract management
SugarCRM
7.4
Quote & order management
SugarCRM
7.8
Interaction tracking
SugarCRM
7.4
Channel / partner relationship management
SugarCRM
8.2

Customer Service & Support

SugarCRM
7.4
Case management
SugarCRM
7.7
Call center management
SugarCRM
7.2
Help desk management
SugarCRM
7.2

Marketing Automation

SugarCRM
7.5
Lead management
SugarCRM
8.1
Email marketing
SugarCRM
7.0

CRM Project Management

SugarCRM
7.3
Task management
SugarCRM
7.3
Billing and invoicing management
SugarCRM
7.2
Reporting
SugarCRM
7.5

CRM Reporting & Analytics

SugarCRM
8.4
Forecasting
SugarCRM
8.1
Pipeline visualization
SugarCRM
8.5
Customizable reports
SugarCRM
8.5

Customization

SugarCRM
8.5
Custom fields
SugarCRM
9.0
Custom objects
SugarCRM
8.7
Scripting environment
SugarCRM
8.2
API for custom integration
SugarCRM
8.1

Security

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

Social CRM

SugarCRM
8.7
Social data
SugarCRM
8.7
Social engagement
SugarCRM
8.7

Integrations with 3rd-party Software

SugarCRM
8.6
Marketing automation
SugarCRM
8.2
Compensation management
SugarCRM
9.0

Platform

SugarCRM
7.9
Mobile access
SugarCRM
7.9

Pros

SugarCRM

  • The CRM application is great at tracking sales stages and allowing easy customization of dashboarding and the navigation for sales teams is intuitive.
  • The application is Cloud based so accessing the application is anywhere is easy.
  • There are several plugins which are helpful including one for Outlook which allows you to archive email communications.
Andrew Dunifer, MBA/MS MIS profile photo

Cons

SugarCRM

  • The application can be clunky at times. We have had to call into the support team because certain buttons stop working as browser updates occur periodically.
  • The email campaign function is much more difficult to use than some more automated platforms like Mailchimp or Constant Contact. You must build target lists only by running reports first. Once target lists are built you must manually build your own templates and trackers are not auto-generated as they are in the aforementioned applications. Everything is quite manual and not as automated as it could be.
  • The HTML coding doesn't always move over from other applications like Dreamweaver as nicely as it could. The formatting of HTML templates isn't as exactly as you built and takes some correction to get it right.
Andrew Dunifer, MBA/MS MIS profile photo

Likelihood to Renew

SugarCRM

SugarCRM 8.2
Based on 26 answers
The most important point of using a CRM is that it can efficiently, and seamlessly allow your account managers to find and give accounts the attention they need. Sugar has done this for us in the past, it does it now, and it will unequivocally keep doing it the future. I have confidence that as the product evolves and improves, so will our ability to use it more and more effectively. There is also the fact that we can customize it as we please, which means that if our business changes so can our CRM. Adaptability is key in the tech world, as is your ability to do more with less. Sugar allows us to be extremely adaptable, and it enables us to do more with what we have.
No photo available

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
Our SugarCRM support staff is fantastic and definitely better than any other support staff I've used. They are fantastic and will always give me an idea of how long something will take but will often have the request completed within the day. They're extremely respectful and are always willing to show me how the resolved the issue so I can become even more self-reliant going forward.
No photo available

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

I inherited this decision and did not have an opportunity to shop. I would have gone with a less expensive product with more built-in marketing integration and better campaign email capabilities. However our executives appreciate the reporting function and I believe this was why the decision was made to go with SugarCRM before my time.
No photo available

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

  • Onboarding was much longer than expected due to a software update that had come with problems that we did not fully understand. ROI affected.
  • Getting basic communications set up is rather complex in this environment. With a light staff, expect to require support for this.
  • We (3 of us) can at least see our customers and prospects in one place. However we cannot afford for all our key staff to have access to this information.
No photo available

Pricing Details

SugarCRM

General

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

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