Sugar Sell (SugarCRM) Reviews and Ratings

Rating: 7.7 out of 10

Score

7.7 out of 10

Community insights

TrustRadius Insights for Sugar Sell (SugarCRM) are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.

Pros

Customization Capabilities: Many users have praised SugarCRM for its customization capabilities, stating that it allows them to tailor the software to their specific needs and workflows. This has been particularly beneficial in streamlining operations and incorporating larger initiatives, making their companies more efficient.

Intuitive User Interface: Reviewers have consistently highlighted the intuitive user interface of SugarCRM, noting that it is user-friendly and has a nice layout. The easy navigation and clear organization of information make it simple for users to find what they need quickly and efficiently.

Reporting Capabilities: Several users have commended SugarCRM's reporting capabilities, considering them to be much better than their previous solutions. They appreciate the ease of use and intuitiveness of generating reports, allowing them to access valuable insights about their sales activities and performance.

Reviews

59 Reviews

Poor Overall Complex Product.

Rating: 2 out of 10

Incentivized

December 18, 2024

Use Cases and Deployment Scope

Sugar CRM was used as an automated CRM platform to communicate with a marketable base, and automations were used for customer journeys to segment journeys down different paths.

Pros

Automations
Schedules
CRM Tools.

Cons

Backend
Database
3rd party involvement.
Documentation
Support

Likelihood to Recommend

Sugar CRM is a good tool, but it's complex to customize. It often requires expensive 3rd partners to implement more complex scenarios that SugarCRM struggles to support; coming back with explanations was usually time-consuming and unsupported. The back end is overly complex in terms of what it needs to be, with many redundant database tables and columns.

Verified User

Manager in Information Technology (201-500 employees)

Vetted Review

2 years of experience

Robust and cost effective platform for Lead Management

Rating: 9 out of 10

Incentivized

May 30, 2021

Use Cases and Deployment Scope

It has really helped us to maximize our sales and marketing efforts. All our info regarding sales opportunities, accounts, contacts, leads, etc are under one platform allowing us to get visibility into our sales efforts and pipeline. Also by automating most of the tasks by setting up workflows helps a lot in saving time and making the process efficient. It is very easy to use and very affordable and also well suited for most businesses. It covers most of the important functionalities required in any CRM like workflow automation, analytics, leads and contacts management, etc. Overall it is a very robust and scalable CRM in the market for small to mid size businesses.

Pros

It was easy to set up and didn't take a lot of time during integration.
Its export functionality is good.
Their customer support service is fantastic and their technical support is great as well.
Their reporting and analytics function is very comprehensive.
It is very well-organized in terms of content management or Workflow management and opportunity management.

Cons

The UI can be made better. It's a little clumsy at times.

Likelihood to Recommend

It can be used as an end to end CRM tool. It has all features for lead management, opportunity tracking, contact management, analytics etc. It is more suited for small to mid sized companies. It's not the best CRM if your requirements are heavy in terms of workflow management as lacks some advanced features present in other CRMs.

Aastha Nasa

Account Development Manager in Sales at MongoDB (1001-5000 employees)

Vetted Review

1 year of experience

Af

Rating: 6 out of 10

Incentivized

May 28, 2021

Use Cases and Deployment Scope

[Sugar Sell (SugarCRM)] is being used as a trial currently to fill in the gaps that salesforce crm cannot do and will hopefully take over the large number of duplicate accounts that are in sfdc currently. [Sugar Sell (SugarCRM)] is used by other software companies as well and I was tasked to get the crm and see if it could add value to where salesforce is lacking and that’s the source of the truth.

Pros

Building personal reports
Integrations
Visually appealing

Cons

Lack of Drill down to the level of detail
Cannot slice and dice the data with multiple scenarios
User experience is a little slow

Likelihood to Recommend

I think [Sugar Sell (SugarCRM)] is well suited for small to medium sized businesses it seems to lack a true enterprise feel and I doubt it’s capabilities if your company is exceeding either 100M in revenue or, more than 450 employees. Other than that[,] it is an affordable crm if a company does not want to invest in an enterprise crm like a salesforce. I would recommend [Sugar Sell (SugarCRM)] to all my medium to small sized network accounts to use.

Verified User

Account Manager in Sales (201-500 employees)

Vetted Review

1 year of experience

Sugar, a sweet way to make your sales!

Rating: 10 out of 10

Incentivized

March 26, 2021

Use Cases and Deployment Scope

Sugar is the main program for our company. It's used across the whole oganization. At the momento we've had small issues such as sometimes it would get stuck or at times certain information was not available on the right hand side at the time of putting notes on a case.

Pros

User Friendly
Saves Information Quickly
Informs you what you did wrong in order to continue

Cons

Add More Color to it

Likelihood to Recommend

Sugar allows us to keep récords of the clients that the company has, such as new inbounds that are coming in hot or clients that you have to follow up with. These last couple of updatees that the system has made have been real helpfull. Especially being able to link a phone system to the system and be able to dial out quicker.

Sebastian Cuadras

Case Analyst in Sales at Community Tax LLC (201-500 employees)

Vetted Review

2 years of experience

SugarCRM for Taxes

Rating: 4 out of 10

Incentivized

March 23, 2021

Use Cases and Deployment Scope

Community Tax has been using SugarCRM for almost three years now and it is being used for the entire company. We use this platform to attend individuals and businesses with income tax problems from; filing taxes, amending taxes and resolving tax debts so that our team can access the issue within the same platform.

Pros

One case per entity.
Access to notes about the problem.
Should be able to accommodate additional add-ons to the platform.

Cons

Smoother interaction with add-ons.
Instead of using a URL to run the platform create software.
Smoother interaction when saving information.

Likelihood to Recommend

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.

Joshua Willemse

Case Analyst in Sales at Community Tax LLC (51-200 employees)

Vetted Review

3 years of experience

Customizable and Flexible CRM

Rating: 6 out of 10

Incentivized

March 15, 2021

Use Cases and Deployment Scope

It is being used by our Sales team only within our organization. It is used only for new sales and some retention efforts. We don't use a lot of the full features of it. We mostly use the leads and prospects modules.

Pros

Customize screen layout
Customize fields
Search functionality
Recording data

Cons

The email campaign of SugarCRM is very difficult to use. It is way more complicated than it needs to be.
Importing into SugarCRM as a lead is very easy but importing into account/contact is not.

Likelihood to Recommend

SugarCRM is very flexible, and, since we have direct access to the underlying data, it is not too bad to integrate with other systems. If you want it as an email campaign platform, then I would look elsewhere or think about integrating with a tool that is better suited to do that.

Jay Moore

CIO in Information Technology at The National Beta Club (11-50 employees)

Vetted Review

10 years of experience

View profile

SugarCRM Goes Above and Beyond My Expectations to be a Productive Sales Professional

Rating: 10 out of 10

Incentivized

March 12, 2021

Use Cases and Deployment Scope

It is used across the whole organization. I work in sales and I use SugarCRM to manage my pipeline, to prospect and for AR purposes as well.

Pros

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

Cons

I feel like there are unnecessary steps needed when saving work, which makes it time consuming at times.
Being able to create my own dashboards to my liking has been a challenge and I have had to ask IT to assist with that.
The system has gone down many times on me, I am not sure if it due to updates, but it does disturb my productivity.

Likelihood to Recommend

SugarCRM is well suited to doing exactly what it is meant for, for managing my pipeline. It has a function that I have never had before that I believe that has helped me being successful within my role. I am easily able to use when the last time I had contact with a client/prospect. Every lead I have is important and this helps me ensure I am following up with all of my prospects.

Perla V. Ordonez

Senior Case Analyst in Sales at Community Tax, LLC (51-200 employees)

Vetted Review

1 year of experience

View profile

Sugar, the best experience for my job

Rating: 10 out of 10

Incentivized

March 9, 2021

Use Cases and Deployment Scope

This system is used by several departments within the company, and this allows each department to have knowledge and control over the situation of our client. With this, each person who can open the information of our client will know what the problem is and the history of the customer and in this way to be able to offer a correct service and attention.

Pros

Facilitates access to customer information.
Schedule appointments and follow up with clients.
Allows a correct and effective contact with customers.

Cons

System load is sometimes slow.
The appointment scheduling system.
Data update.

Likelihood to Recommend

Sugar Sell is an excellent system in our company since it allows us to share information between the different work departments. It helps us when the client calls us, no matter who answers, [they] will be able to provide the correct attention because the client's information will be sent to the Mac and I can also update it. I could improve the system for scheduling appointments, but it works well.

Uriel Martinez

Administrative Assistant in Finance and Accounting at community tax (501-1000 employees)

Vetted Review

2 years of experience

* REVIEW * Sugar Sell (SugarCRM) *** CTAX

Rating: 9 out of 10

Incentivized

March 9, 2021

Use Cases and Deployment Scope

We use [Sugar Sell (SugarCRM)] to manage all the leads of all the customers. It's basically a data base for the company. All the company uses it. For each customer we attend, there is a lead with the specifics on that case (customer). Some of our mates have already integrated the phone calls directly on the CRM, there is now a widget for Genesys (phone).

Pros

It sycs well with the phone (Genesys)
It brings up all the info including past years
There is a button on the phone and by clicking it, it takes us to the lead

Cons

SMS permissions can be tricky
I would love it if the SMS were possible to send without having all detailed info of client
Sometimes even when you filled in the requested, it won't let you send a text to a client.

Likelihood to Recommend

It's actally great to be able to integrate the phone function, but at the same time, it's not a good idea to be able to "refresh" the website if you are on a phone call, there should be an alert or something to stop you from doing it. Or, a pop up alert saying "you are about to leave the page, phonecall will end".

ITAI ALCOCER

Administrative Assistant in Finance and Accounting at COMMUNITY TAX (501-1000 employees)

Vetted Review

1 year of experience

SugarCRM Experience.

Rating: 9 out of 10

Incentivized

March 9, 2021

Use Cases and Deployment Scope

We use Sugar [Sell (SugarCRM)] all over the company, what we like the most it that it's customizable to your business needs.

It's a nice tool that allows to record all the calls and send SMS easy and quick, it lets you have a detailed record of all your clients, user friendly.

Pros

Record calls
User friendly
Schedule call backs

Cons

Slowness
You have to keep clearing your cache it order to work properly
It allows two users to edit the same case at the same time

Likelihood to Recommend

It's great to follow up with clients, schedule call backs, send SMS, record calls, billing and many other functions.

Easy to understand and also allows companies to customize in order to succeed all the expectations and needs.

I don't like that you need to keep deleting cache in order to work properly.

Carla Peralta

Administrative Assistant in Finance and Accounting at Community Tax, LLC (501-1000 employees)

Vetted Review

1 year of experience

View profile

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