Sugar Sell (SugarCRM) Reviews

194 Ratings
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Reviews (1-25 of 49)

Edward Smith | TrustRadius Reviewer
December 20, 2019

It makes everything easier, the best CRM software, all better in one place.

Score 8 out of 10
Vetted Review
Verified User
Review Source
SugarCRM is being used in our team to generate and monitor tasks and also to manage our business needs, such as offering an administration portal for personalized support and sales and marketing automation, creating automated workflows as an administrator, and now the documentation is much easier because each user places the information in a centralized place and registers the contact with the buyers, and we have realized that this keeps our business organized.
  • Intuitive, simple and very robust user interface.
  • Organize your work better with lots of information you can add.
  • Needs some ways to automatically purge or self-clean old data.
  • Sometimes it's slow, and reports can be better and that affects the global search that doesn't always work.
The product has an excellent development model. Excellent integration with SQL. It can be customized to meet business requirements, it is cost effective and architectural integration is flexible, I like being able to create a new opportunity directly from an Outlook email and the fact that it can be implemented on the site, allowing additional flexibility with integration to other systems. On the other hand it is not so easy to use or robust compared to other CRMs that we have used, in addition to the fact that sometimes it is slow and not all modules work in the same way, for example, not being able to mass import the budget module, or lack of scanning in the document module.
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Anonymous | TrustRadius Reviewer
March 02, 2020

The CRM You've Been Searching For

Score 9 out of 10
Vetted Review
Verified User
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Our company has multiple product lines, each with their own sales teams. Since each sales team is managed separately, CRM tools have historically been used very differently by each team. We have been through multiple big-name CRM tools. What eventually happens is that product use drops to almost zero because the tool cannot meet the needs of everyone. Sugar Sell has solved that problem for us.
  • The product is highly customizable.
  • It has powerful reporting features.
  • It performs much faster than other CRM products we've used.
  • Integrations with other systems work well.
  • Initial setup / configuration is involved and takes time.
  • There are limitations on logging into multiple devices.
  • The menus across the desktop and mobile versions are inconsistent.
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.
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Anonymous | TrustRadius Reviewer
December 17, 2019

Sugar Cell Review

Score 7 out of 10
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Verified User
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My consulting company has implemented SugarCRM as a resource in multiple client organizations. It is used by numerous departments including sales, vendor management, and others. It is used as a tool to consolidate and clearly view information on clients and their needs within the company. It addresses the need to have client information (business details, point of contact, location) located in a simple, easy interface.
  • Great user-interface and visualization.
  • Easy set-up for SSO which aligns with IT policy.
  • Less features than other CRM products.
  • Mobile application can be cumbersome.
SugarCRM is well suited for medium-sized businesses with semi-integrated departments to keep everyone on the same page and allow integration with other applications to streamline the process of managing customer relationships. I feel that SugarCRM would be less suited for multinational companies that need stronger visualization and customization, with good support, for their businesses.
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Kelly Wasden | TrustRadius Reviewer
October 07, 2019

SugarCRM -- The little CRM that... Couldn't.

Score 5 out of 10
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Verified User
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We are currently using SugarCRM in its most basic form, for sales account management, and have recently started using it more for post sales and customer support. We track lead flow and where they were generated, reports for some mild forecasting, as well as all lifecycles of the sales process. We currently are using it for tracking converted leads, opportunity creation, upsell opportunities, and account management from our Customer Service team.
  • Leads.
  • Account conversion.
  • Price.
  • Reporting could be improved.
  • Simplicity and ease of use.
  • The clunkiness of the UI and the APP.
SugarCRM can make sense in some scenarios where it is somewhat cheap to deploy and get up and running. Don't be fooled by simplicity though, because you might need to hire an outside source to come in and configure it all properly for you which isn't the cheapest thing ever. For smaller sales teams, I think SugarCRM can and really has gotten the job done for us. However, as the team scales and more reports are needed, I find it very hard to recommend as a CRM when there are SO many other better choices out there. Reports are a mess, their mobile app is terrible, and their opportunity conversion is an absolute joke and needs some serious UI/UX re-tooling.
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Rick Giddings | TrustRadius Reviewer
April 26, 2019

Sugar CRM is cheap, easy, and a must

Score 10 out of 10
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Verified User
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SugarCRM is the staple of our sales floor. This application makes my life easy from a sales management standpoint. SugarCRM allows all users to make notes from each time contact is made to a prospect, log the time and date, and keep it assigned to that specific user. This formula can help avoid having multiple sales reps working on the same account/prospect and ultimately eliminate any confusion. Sales managers can check in on any quotes for their teams to help create a funnel that doesn't get pushed to the side.
This application can also easily be manipulated into the way your company needs it most. We implement new functions to the dashboard frequently with ease. Customer support is always prompt as well.
  • Manages the sales pipeline.
  • Creates a funnel of pending sales.
  • Tracks all contact being made by each user.
  • If SugarCRM created their own click to dial feature, that would be great. For now, we use TenFold to integrate with SugarCRM.
When I have a sales rep who is on vacation, SugarCRM makes it easy for me to locate a contact and pick up with them where the last talks left off so that I can assist in closing the deal.
Read Rick Giddings's full review
Anonymous | TrustRadius Reviewer
December 13, 2018

SugarCRM - great product

Score 7 out of 10
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Verified User
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We use SugarCRM as a central platform for all teams which allows us to be more efficient internally and externally. We use this CRM to house internal information and build reports on my team's sales funnel in terms of prospects and warm leads to closed accounts. We have various sales teams globally so its helped us scale while streamlining reporting and communication among the teams. It also helps ensure all teams are maintaining their client pipeline with a intelligence behind it which is helpful for management.
  • 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.
  • UI is sufficient but seems a bit outdated compared to SFDC.
  • Inability to login to multiple devices computers.
  • The email marketing tool is decent but far from the best, overall other solutions that have better marketing platforms.
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.
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Emma McCarthy | TrustRadius Reviewer
June 06, 2018

Sugar is a great, customizable solution - just make sure you have a good tech team behind it

Score 9 out of 10
Vetted Review
Verified User
Review Source
We use SugarCRM as our primary tool in tracking applications, determining eligibility, and managing payments for children in publicly funded preschool programs. Although it was primarily designed as a sales tool, we use it less as for sales (given that we are not a sales organization) and more as a relationship management and accounting tool. We have a very small team (10 people total), but we all use Sugar on a daily basis.
  • Extremely flexible. Sugar is open source, and so you're able to build customized modules to fit your needs readily and easily.
  • Robust reporting capabilities. I appreciate how it's quick and easy to pull the data that my clients need.
  • Easy to use. Sugar has a fairly straight user interface, and so is usable even by those who are not particularly tech savvy.
  • More approachable user interface. At its core, it's a complex database, and it's not always intuitive.
It's well suited for tracking and managing customer relationships. We also find that it's well suited for tracking program eligibility. We use it to manage over 6000 applications for publicly-funded preschool programs, as well as the entire communication flow with both families and preschool providers who engage with our program. It does well if you have a few different customer groups that interact with one another - it allows you to track your communication with these groups, as well as their relationships with one another.
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Peter Fletcher | TrustRadius Reviewer
May 30, 2018

SugarCRM - 10 out of 10

Score 10 out of 10
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Verified User
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We have worked with Sugar for many clients ranging in size from 2 to over 300 CRM Users.

Sugar is extremely flexible and cost effective compared to its competitors like Salesforce and Microsoft Dynamics.

Sugar covers the whole customer life cycle from Lead through Sales and on-going Support and Marketing. It is easy to use and has many features like in-line editing that keep Clicks to a minmum. Most tasks can be one with two or three clicks.

Sugar Mobile gives a very strong mobile app to give users complete flexibility whether at their desk or in the field.

  • Sugar gives full account and contact visibility so any member of the organisation can have a full and accurate view of all related activities, products install, contracts in place and much more. It gives the proverbial One View.
  • Dashboards are one of the strongest parts of Sugar giving each user their own view of the way they can and want to interact with the customer. The dashboards are a key feature in that they are very easy to customize so that each user has a personal view with tasks, data views etc. appropriate to their role. Customizing these dashboards by role is also very easy. No coding is required, it is largely a matter of dragging and dropping fields.
  • Sugar's Forecasting Module makes the forecasting process quick and easy by using the Opportunities already created by the Sales Team. It also provides great individual feedback to the Team regarding YTD & QTD performance against Quota.
  • Sugar Mobile is a very strong mobile app for IOS and Android that is both easy to use and comprehensive. I t can be used both of-line and on-line mode.
  • With Version 8, there's not much Sugar can't do for us. With Plug-ins for most extra requirements that Sugar doesn't deliver at no/very low cost it's easy to build/deliver what we really need.
  • S
Sugar is an excellent product that covers the CRM needs for most organisations, large or small. Its low cost, flexibility and ease of use make it stand out in a very cluttered market. For mobile teams, Sugar Mobile is a free IOS/Android App that is superb.

Ease of customisation and administration mean our clients can control their own destiny if they wish to. This ease of use helps significantly reduce Sugar's TCO sine external consultants are not required to make the system changes that Clients want on a regular basis.
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Zeke Becerra | TrustRadius Reviewer
December 12, 2017

Sugar CRM Is Pretty Sweet

Score 9 out of 10
Vetted Review
Verified User
Review Source
We use Sugar across the organization in many ways: to manage marketing automation, customer journey, and our quotes. My use of Sugar is completely sales-related. I use it to manage my customers and prospects in the way a CRM is traditionally used--logging communication and activities with them in the CRM. I also create and manage quotes in Sugar and that makes managing my forecast/pipeline easy to do.
  • Quote Management
  • Activity Logging
  • Marketing Automation
  • I'd like to see the reporting interface become a little more modern. Too much menu-diving required.
SugarCRM is great for keeping track of your interactions with your customers and prospects, both from the standpoint of logging activity manually (calls, emails, etc.) and linking it with a marketing automation tool. I think for someone who is not a Sugar admin, reporting can be time-consuming. As a Territory Manager, I want creating a new report to be easy, fast, and accurate. SugarCRM provides accurate reports, but I haven't found creating them to be easy or fast.
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Marc Prince | TrustRadius Reviewer
July 22, 2016

Sugar is the sweeter CRM

Score 8 out of 10
Vetted Review
Verified User
Review Source
Sugar is being used by the whole organization. We use it primarily to track all of our interactions with our clients. We can now monitor the entire sales funnel. One of the biggest process failures was in our followup with the client. Know what the conversation and pain points are with each contact has greatly increased our win ratio.
  • Pricing is a major consideration with Sugar. When comparing Sugar with competitors, the cost to value ratio is outstanding.
  • I really like the ability to customize the reporting.
  • I have my dashboard really locked in. I log in, view the dashboard, and drill down into the issue of the day.
  • Sales funnel.... Knowing how much we are promoting, how those promotions are affecting our target, and how we are engaging with those who have responded. Sugar has made this a simple process that we have integrated into every workflow touching the sale.
  • PSA connectors. I have not found a PSA with a great CRM integrated, so I let the PSA do what it does best. Problem is getting the Sugar to more closely integrate with the PSA.
  • Sugar's flexibility is great, but it sometimes seems like I am handing out a lot of nickels and dimes to third party developers for their modules.
  • Desktop and mobile menus could be a bit more homogenous.
We all have Sugar on our computers and mobile devices. Workflows are dedicated to ensuring Sugar is always up to date. Now, when I am in the field, or meeting with a client on their premises, I have all the information on my phone. Many of my closings are done in the moment.
Read Marc Prince's full review
Aaron Fisher | TrustRadius Reviewer
April 08, 2016

SugarCRM Review

Score 5 out of 10
Vetted Review
Verified User
Review Source
I reviewed multiple enterprise CRMs to find which would fit our company the best. SugarCRM was one of those. My review consisted of actively testing each CRM for about 2 weeks, attempting detailed customizations, testing the workflow processes and evaluating the overall usability of the system. At the end of my review there were two CRMs that ultimately met our requirements, SugarCRM and Salesforce.
  • SugarCRM's number one strength is the ability to host your instance on-site. This make any customization and changes possible as you have full control over every aspect of the CRM, including the source code.
  • The price of SugarCRM is its second strength. It has essentially all of the features of Salesforce and more but at a dramatically lower price.
  • The integrated Project Management module was another top selling point for my organization.
  • SugarCRM is hard to use at the administration level, plain and simple. Of all of the CRMs I reviewed SugarCMR had the steepest learning curve and was the most difficult to understand.
  • I also needed to make some customizations that weren't "out of the box" I was able to make these customizations easily in Salesforce but had to program everything by hand in Sugar and still wasn't able to implement my customizations fully.
  • At a developer level the Sugar Framework is quite a bit to learn. I thought that it would actually be easier to develop in Sugar since it uses common programming languages however the framework that Sugar is built on is very confusing and bloated with far from adequate documentation.
  • Developing and administering Sugar feels like you need to have some secret insider info that you can only get if you hire one of their "partners" to actually do the development and administration for you. It is not something that can be done easily in house like some of the other CRMs
SugarCRM is a great fit for a company that wants the features of Salesforce but not the price, or if you need to be able to host the CRM yourself for security or customization purposes. Finally I would recommend SugarCRM to a company that plans on having an outside "Sugar Partner" set up the CRM and perform regular maintenance as opposed to handling it in house.
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Chin Uba (MBA, MSc, MCITP, MCSE) | TrustRadius Reviewer
March 09, 2016

One cool CRM out there.

Score 9 out of 10
Vetted Review
Verified User
Review Source
SUCRM as we call it, is used across the whole organization and I have deployed it for a few clients. We have used it primarily as a CRM and for client follow up.
  • Excellent database system. Can be copied to other servers.
  • Custom fields.
  • Ability to link CRM data to deals.
  • Good user interface.
  • Provide portable versions.
  • Probably provide platform independent CRM system.
It is a very stable CRM and that is what it is! However, I will recommend it more for businesses in healthcare, manufacturing, IT, accounting and logistics. In fact any business where there is a need to keep customer records in a pliable way and be ready for retrieval is where SugarCRM plays well.
Read Chin Uba (MBA, MSc, MCITP, MCSE)'s full review
Marissa Schuchat | TrustRadius Reviewer
February 12, 2016

Queen of the Details

Score 6 out of 10
Vetted Review
Verified User
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SugarCRM is being used to track and note web service Requests. My use was specifically in that capacity, though the software is used throughout the organization. We needed a way to be able to monitor the workload of incoming requests, as well as a way to communicate actions taken on each request.
  • SugarCRM includes a number of fields for details, so the requests are complete in their level of detail.
  • SugarCRM has a number of dropdowns that exactly capture the description of the service.
  • SugarCRM integrates with email, so users get an email update whenever a status is changed.
  • Initially you discover that using the Back button is futile, and you have to navigate via the breadcrumbs in the page hierarchy. Having Back button capability would be great.
SugarCRM is functional for back-end/in-house IT services tracking. The software was used to track inventory as well as web services rendered, and a large amount of data. I can see SugarCRM being used in a sales or fundraising capacity as status indicators are really clear as well are the emails that come along with any status changes.
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Jeff Bickart | TrustRadius Reviewer
September 29, 2015

Partner's view of SugarCRM

Score 9 out of 10
Vetted Review
Review Source
Our entire organization uses SugarCRM. We utilize Marketing Automation, Leads, Opportunities, Contracts, Quotes, Projects. It provides us with the ability to have single tool to view all information as it pertains to each touch point we have with our current and prospective customers.
  • Account Managment
  • Integration with many 3rd party tools such as Marketo and Act-On
  • Choice of deployment; On-premise or On-Demand
  • Documentation is functional but it is not great
  • Updates to the product are not earth shattering
Will you be using a partner to help with configuration and customization of the product? Will you be using your own in house staff to provide your services? Will you be integrating with 3rd party systems or your own in house systems?
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Sid Haas | TrustRadius Reviewer
January 27, 2015

Flexible and powerful CRM that does the job for our company

Score 7 out of 10
Vetted Review
Verified User
Review Source
Our sales and marketing teams use SugarCRM to manage customer relationships, sales opportunities, and track marketing campaigns. It gives us a central source for this information and allows managers to review reports/activities at any time. Other departments are beginning to use SugarCRM as they need access to some of the data being stored in Sugar.
  • 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.
  • Bugs - Each new release contains bugs and glitches that aren't always fixed before the next releas. Unfortunately, we never know where we'll find these. There have been times when functionality has been broken for extended periods of time due to minor updates that are automatically installed for us (we use their SugarOnDemand hosting).
  • Support - There's no point in entering a support ticket with any status other than the system being down/impaired. We never get a response to tickets submitted with any other status. Initial response time from the support team is good. But if an issue requires explanation, prepare to wait for a solution.
  • Direct Mail - We still execute direct mail campaigns as they are effective for us. Unfortunately, Sugar is designed around e-mail campaigns and has little support for direct mail. Simple things cause us problems. For example, we can't export the first and second lines of a street address separately even though we enter them that way. Sugar ends up putting both street address lines together.
  • Integrations - While it's getting better, Salesforce still dominates the market. So 3rd party integrations with SugarCRM aren't as prevalent as we would have hoped.
SugarCRM is flexible enough to adapt to the way you do business. I would focus on asking questions of all CRM providers about that. Just because the software is designed for the way developers think your sales team should work, doesn't mean it makes sense for how you actually do business.
Read Sid Haas's full review
Theresa Monturano | TrustRadius Reviewer
February 10, 2015

Sugar CRM is sweet.

Score 8 out of 10
Vetted Review
Verified User
Review Source
We used SugarCRM to manage our customers, leads and outbound sales efforts. It was used by our sales team. We previously had been using an Access database to manage our contacts which was cumbersome and we wanted an online solution we could customize for our specific industry needs.
  • Highly customizeable
  • The team at Sugar actually listened to my feedback and made changes to their system based on my company needs.
  • It was way more affordable and then SalesForce and easier to maniuplate.
  • Integrating the data at the time needed more finesse, this may have been changed
  • Mapping sales data was also a little difficult
If you do not need the system to actually process sales orders, then it is perfect!
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Zoe Leanza | TrustRadius Reviewer
January 28, 2015

Sugar and spice and...not so nice: A review of SugarCRM

Score 4 out of 10
Vetted Review
Verified User
Review Source
SugarCRM is being used in the Sales department to aid both Sales Representatives and the Marketing Department to identify products of interest to a wide variety of customers. It addresses the specificity of advertising materials sent to groups of customers, aiming for more specific and less redundant advertising. The whole organization does not use SugarCRM but has access to it. A potential transition away from SugarCRM is in the works, as it is not the most efficient way of organizing and profiling customers.
  • SugarCRM is easy to learn and can be mastered in a matter of hours. It is laid out in a very intuitive manner and can manage thousands of entries and customers.
  • It can record a wide variety of information - not only customer names and contact informations - but also a description of their work and an ability to select biotechnological tools in which they may be interested.
  • Profiles can be annotated and updated constantly; and grouped into larger laboratories. The corresponding profile of each customer can reveal Sales Representatives and their interactions with each customer, which is helpful in avoiding redundant or irrelevant cold calls.
  • When trying to edit or annotate a subsection of a customer's profile, a new page opens entirely. Thus, rather than being able to see all the information at all times, you have to navigate back and forth in a very inefficient and frustrating way. It makes entering things into SugarCRM very tedious.
  • Duplicate entries are a regular occurence in SugarCRM, thanks to the program's inability to differentiate between small differences (such as a capitalized first name or a suffix).
  • SugarCRM does not allow you to very easily merge duplicate entries, and data will get lost in the transfer or consolidation of information.
SugarCRM is appropriate as a customer profiling database for small projects (ie, fewer than 1,000 customers) but with larger projects it gets very tedious and repetitive, presenting a number of frustrating issues with redundancy and a meticulous attention to detail. Thus, I would recommend this to smaller projects; but it is less appropriate for larger tasks with multiple contacts or locations. Another thing to consider is its user-friendliness. If the employees using SugarCRM have minimal experience with marketing or customer profiling, it is a good choice since it is so easy to learn and navigate - a simple and intuitive layout that resembles a social media site.
Read Zoe Leanza's full review
Andrew Dunifer, MBA/MS MIS | TrustRadius Reviewer
January 16, 2014

SugarCRM Professional - Gets the job done when your organization is tight on a CRM solution budget.

Score 3 out of 10
Vetted Review
Verified User
Review Source
SugarCRM is being used by the Sales and Marketing departments of our organization. The main function of the program is for our company to track prospects communications and the various sales stages of business opportunities for the company. We also use the email/newsletter function for sending direct e-blast campaigns to our database. We are looking into integrating the application into some Project Management functions for sourcing, billing and managing event activations but have not pursued this option yet.
  • 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.
  • 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.
SugarCRM does the trick if you are looking for an open Source CRM application and you don't have a ton of cash for the big name CRM platforms. However, it is very difficult to get user buy-in because it is cumbersome to use. I have experience with many other CRM applications such as Oracle, Goldmine, and a few others and I find that SugarCRM has been one of the lesser of the reliable and intuitive.
Read Andrew Dunifer, MBA/MS MIS's full review
Jennifer Stewart | TrustRadius Reviewer
December 10, 2013


Score 10 out of 10
Vetted Review
Verified User
Review Source
  • The SugarCRM system allows for us to customize modules creating opportunities for the company to streamline and incorporate pieces of our larger initiatives.
  • SugarCRM is a great tool for our sales department. The opportunities & forecasting modules allow for accurate pipelines and better management of goals.
  • We are marketing multiple events to different target lists at any given point during the year. SugarCRM allows for us to manage both our attendee and sponsor marketing in one place. Everyone within the company can see activities and be aware of what is happening in both our sales and marketing realms.
  • I cannot say enough about how the customization has played a part in allowing us, as a company and marketing department, to run as lean as possible.
  • The reporting capability is an area where I would like to see improvement. It is great on basic reports but would benefit from additional capabilities for more complex reporting.
  • The inability to mass update from reports is frustrating.
When determining if Sugar is the right CRM system for your company I would determine if you would benefit from the customization opportunities or need something more out of the box. If you are planning on extensive customization then make sure you have the internal support of an administrator who can work with developers - third party or internal - to implement those pieces. I also recommend knowing the reports that your people will require to present and talk to Sugar about your needs. If you decide to implement SugarCRM explore the third party plugins and integrate what you can from the beginning.
Read Jennifer Stewart's full review
Stewart Sylvester | TrustRadius Reviewer
December 17, 2013

Sugar CRM - The Most Agile CRM Out There

Score 9 out of 10
Vetted Review
Verified User
Review Source
  • SugarCRM has really helped me in my job as a marketer in a tech company allowing me increased visibility as to where the leads I generate go and how they are being followed up on. It lets me integrate my marketing automation platform directly into Sugar and lets me work closer with the sales team.
  • Sugar has helped us increase profitability by decreasing admin time with business process automation.
  • Sugar is flexible and completely customizable - very agile and allows us to use it however we like.
  • The calendar needs some more work. Sugar has a great new Sugar 7 edition but they didn't even touch the calendar!
  • Can be slow at times.
What do you want/need from a CRM?
Do you care about open source CRM?
How important are integrations/customizations to you? (sugar is unparalleled in both).
How important is name recognition to your decision makers (ie, will you be fired for not choosing salesforce)?
How much are you willing to spend?
Hosted or on-premise?
Read Stewart Sylvester's full review
Danniel Condez | TrustRadius Reviewer
December 17, 2013

Great for account management and easily customizable.

Score 7 out of 10
Vetted Review
Verified User
Review Source
  • Fast and easy custom reporting
  • Easy creation and integration of new modules
  • Adding new custom fields to Customer or Accounts module
  • Access control and user management. The design has to be more simpler for assigning custom fields for specific profiles
I would recommend this to a colleague who wants a standard CRM which requires more custom modules. Another key factor for this CRM is the Support Module to handle Customer support tickets.
Read Danniel Condez's full review
Joelle DiBenedetto | TrustRadius Reviewer
December 17, 2013

Sugar CRM Review

Score 8 out of 10
Vetted Review
Verified User
Review Source
  • Easy to learn.
  • Easy to customize to whatever industry you are in.
  • Great reporting.
  • Email plugins to be automatic to which ever Module you want it to go to.
  • Team/role management
  • Sync/Outlook on the community version
The customization a breeze no matter what industry you are in. As long as you have a work flow to start with, Sugar can easily fall in line. Do your research and make sure that the system has what you need for your business.
Read Joelle DiBenedetto's full review
Jennifer Schnell | TrustRadius Reviewer
December 17, 2013

Tracking leads/sales in Excel still? See how SugarCRM helped my company

Score 6 out of 10
Vetted Review
Verified User
Review Source
  • Customization - Being an administrator, I was able to make small to large scale changes without knowing code.
  • Inexpensive - SugarCRM is inexpensive and that is one of the reasons we chose it over Plus it was open source, so our developers could customize it as needed.
  • User-friendly - I found SugarCRM very easy to use and when I didn't know how to do something, I could always go online and find the answer quickly.
  • SugarCRM is better suited for SMB vs Enterprise, would be nice if they could scale it for Enterprise.
  • Reporting: subpar reporting in general. But you can get plugins that help this out.
#1 - vet out your options thoroughly and evaluate what is best for your specific company's needs and goals.
Read Jennifer Schnell's full review
Collin Yanez | TrustRadius Reviewer
December 10, 2013

My Morning Coffee Would Taste Better Without Sugar

Score 1 out of 10
Vetted Review
Verified User
Review Source
  • Running call/email logs allowing our company to monitor performance as it happens
  • The ability to link records together through a (fairly) seamless process
  • Viewing a summary for a particular module that allows you to encompass all data at a glance
  • The overall interface isn't aesthetically pleasing, and overall processing of most requests is a dreadful experience
  • Auto-populates almost everything BUT the record that you're actually looking for
  • Creating mass reports to include every detail you desire is almost near impossible. I would challenge the developers themselves to create a flawless report for my team
What's the average load time per page for a particular user of your product, similar to what we need?

Prepare a test report that includes every module/record/detail/etc and ask them to verify it has the capability to do so. Keyword: VERIFY
Read Collin Yanez's full review
Emmanuel Mwangi | TrustRadius Reviewer
December 10, 2013

Great CRM system that needs to be customized carefully.

Score 8 out of 10
Vetted Review
Verified User
Review Source
  • User organization - Onboarding users, getting them setup and setting scope and access level is great in SugarCRM
  • Phone Integration - The feature that we really wanted SugarCRM for; it's integration with sales calling systems is great.
  • Sales Funnel - The ability to view the sales funnel for our team and to see the value for our pipeline at a given time was amazing.
  • UI Complexity
  • UI Customizability - We were always confident that SugarCRM could do what we wanted but, the complexity and thus cost of making SugarCRM into exactly the CRM we needed was a big question.
Figure out what you are going to build in SugarCRM before you build it. Going in without a gameplan is a recipe for an expensive and painful experience. Also, use seasoned developers who are familiar with SugarCRM. Going cheap here will bite you in the end. The experience in SugarCRM is key; far more than just someone who knows PHP or CRMs in general.
Read Emmanuel Mwangi's full review

Feature Scorecard Summary

Customer data management / contact management (25)
Workflow management (22)
Territory management (19)
Opportunity management (20)
Integration with email client (e.g., Outlook or Gmail) (21)
Contract management (20)
Quote & order management (18)
Interaction tracking (23)
Channel / partner relationship management (18)
Case management (17)
Call center management (13)
Help desk management (12)
Lead management (17)
Email marketing (17)
Task management (20)
Billing and invoicing management (12)
Reporting (18)
Forecasting (19)
Pipeline visualization (20)
Customizable reports (21)
Custom fields (23)
Custom objects (20)
Scripting environment (14)
API for custom integration (20)
Single sign-on capability (16)
Role-based user permissions (19)
Social data (13)
Social engagement (11)
Marketing automation (14)
Compensation management (8)
Mobile access (15)

About Sugar Sell (SugarCRM)

Sugar Sell from SugarCRM is a collaborative CRM, allowing users to track and monitor activities, map each customer’s journey and automate as many workflows as you need to. Sugar Sell is presented by the vendor as lean, fast and integratable with anything.

Sugar Sell replaces former editions of the SugarCRM product, including the SugarCRM Community Edition, the open source edition, which is discontinued.

Sugar Sell (SugarCRM) Integrations

Sugar Sell (SugarCRM) Competitors

Sugar Sell (SugarCRM) Technical Details

Operating Systems: Unspecified
Mobile Application:No