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Sugar Sell (SugarCRM)

Sugar Sell (SugarCRM)

Overview

What is 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…

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Recent Reviews

TrustRadius Insights

SugarCRM is a versatile tool that is widely used across organizations for managing customer relationships, sales opportunities, and …
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Af

6 out of 10
May 28, 2021
Incentivized
[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 …
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Sugar Cell Review

7 out of 10
December 17, 2019
Incentivized
My consulting company has implemented SugarCRM as a resource in multiple client organizations. It is used by numerous departments …
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SugarCRM - great product

7 out of 10
December 13, 2018
Incentivized
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 …
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Read all reviews

Popular Features

View all 31 features
  • Integration with email client (e.g., Outlook or Gmail) (28)
    9.0
    90%
  • Custom fields (28)
    9.0
    90%
  • Customer data management / contact management (31)
    8.8
    88%
  • Interaction tracking (29)
    7.1
    71%
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Pricing

View all pricing

Essentials

$49

Cloud
per month per user (3 user minimum, 5 user maximum)

Sugar Enterprise

$85

On Premise
per month per user (billed annually)

Advanced

$85

Cloud
per month per user (3 user minimum)

Entry-level set up fee?

  • No setup fee
For the latest information on pricing, visithttps://www.sugarcrm.com/pricing

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

Starting price (does not include set up fee)

  • $147 per month 3 users
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Features

Sales Force Automation

This is the technique of using software to automate certain sales-related tasks.

8.2
Avg 7.7

Customer Service & Support

This component of CRM software automates help desk, call center and field service management.

8.2
Avg 7.5

Marketing Automation

This component of CRM software helps to automate and scale marketing tasks and the subsequent analysis of those efforts.

7.9
Avg 7.5

CRM Project Management

This component of CRM software helps users initiate, plan, collaborate on, execute, track, and close projects.

8.9
Avg 7.6

CRM Reporting & Analytics

Reporting and analytics in CRM software includes sales forecasting, pipeline analysis, and automated dashboards.

8.7
Avg 7.6

Customization

This addresses a company’s ability to configure the software to fit its specific use case and workflow.

8.8
Avg 7.6

Security

This component helps a company minimize the security risks by controlling access to the software and its data, and encouraging best practices among users.

8.5
Avg 8.3

Social CRM

This component of CRM software helps companies leverage social media in engaging with customers.

8.2
Avg 7.2

Integrations with 3rd-party Software

This involves the CRM software’s ability to integrate with other systems, whether external or homegrown.

8
Avg 7.1

Platform

8.1
Avg 7.5
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Product Details

Sugar Sell (SugarCRM) Technical Details

Deployment TypesOn-premise, Software as a Service (SaaS), Cloud, or Web-Based
Operating SystemsWindows, Linux, Mac
Mobile ApplicationNo

Frequently Asked Questions

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) starts at $147.

Insightly, Zoho CRM, and Pipedrive are common alternatives for Sugar Sell (SugarCRM).

Reviewers rate Billing and invoicing management and Single sign-on capability highest, with a score of 9.1.

The most common users of Sugar Sell (SugarCRM) are from Mid-sized Companies (51-1,000 employees).
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Comparisons

View all alternatives
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Reviews and Ratings

(245)

Community Insights

TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!

SugarCRM is a versatile tool that is widely used across organizations for managing customer relationships, sales opportunities, and tracking marketing campaigns. Users appreciate its flexibility and cost-effectiveness compared to competitors like Salesforce and Microsoft Dynamics. With SugarCRM, users can efficiently manage prospects, sales stages, and customer interactions by providing a central source of information. The software offers features like in-line editing that minimize clicks, making it easy to use and navigate. The Sugar Mobile app provides flexibility for users in both desk and field settings, allowing them to track interactions with clients and improve follow-up efforts. Overall, SugarCRM proves to be an invaluable asset for sales teams, helping them manage leads, track the entire sales process, and increase win ratios.

Additionally, the software is utilized for CRM purposes, client follow-up, managing client issues, tracking applications, determining eligibility, managing payments in publicly funded preschool programs, relationship management, accounting, and much more. It also maximizes sales and marketing efforts by providing a centralized platform for managing contacts, leads, and sales opportunities. With automation capabilities, analytics tools, and efficient workflow management features, SugarCRM proves to be suitable for most businesses. It aids in generating and monitoring tasks while offering personalized support. By using SugarCRM, businesses can identify products of interest to customers and enable more specific advertising. Furthermore, the software provides a single tool to view all information related to current and prospective customers.

Sales departments find SugarCRM particularly helpful as it simplifies sales management by allowing users to make notes and track contact with prospects. With this tool in place, businesses can avoid multiple sales representatives working on the same account. Users have also implemented SugarCRM for marketing automation purposes such as monitoring customer journeys and creating quotes. Moreover, consulting companies benefit from SugarCRM's ability to consolidate client information, track vendor contacts, manage projects efficiently while keeping track of sales and marketing initiatives. For larger departments handling various clients or accounts managers experiencing high turnover, SugarCRM helps stay in touch with customers, mitigates turnover, and avoids re-explaining client discussions to new account managers. The software is also widely used to track leads and customers across the whole organization, providing a central repository for all customer data. It serves as an excellent tool for sales teams to track leads, convert them into accounts, clients, and ultimately track income from projects. Additionally, SugarCRM solves the problem of lack of accounting for certain types of work. Some businesses even prefer SugarCRM as a lightweight alternative to Salesforce CRM for tracking and managing leads and customer accounts. It fills in the gaps of Salesforce CRM and provides a reliable source of truth for other software companies. Overall, SugarCRM has proven to be a valuable tool for businesses of all sizes and industries, offering a wide range of use cases to effectively manage customer relationships, sales processes, marketing campaigns, and more. Its user-friendly interface, flexibility, customization options, and cost-effectiveness make it a popular choice among users. Whether it's tracking leads and prospects, managing customer interactions, automating sales and marketing processes, or providing a centralized platform for data management, SugarCRM has proven to be a versatile solution that helps businesses streamline their operations and maximize their revenue potential.

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.

Reporting Capability: Users have consistently mentioned that the reporting capability of SugarCRM is lacking and in need of improvement. Many users have expressed frustration with the limited capabilities for more complex reporting, stating that while it may be adequate for basic reports, it falls short when it comes to advanced functionalities.

System Downtime: Numerous users have experienced frequent system downtime, which has negatively impacted their productivity. This issue has been mentioned by a significant number of reviewers and highlights the reliability concerns associated with using SugarCRM.

Support Responsiveness: Users have repeatedly stated that support from SugarCRM is unresponsive unless there is a complete system outage or impairment. While initial response times may be satisfactory, many users have complained about delays in receiving solutions to their issues, especially when further explanation is required.

Attribute Ratings

Reviews

(1-3 of 3)
Companies can't remove reviews or game the system. Here's why
Peter Fletcher | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
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.
Sales Force Automation (9)
96.66666666666666%
9.7
Customer data management / contact management
100%
10.0
Workflow management
100%
10.0
Territory management
70%
7.0
Opportunity management
100%
10.0
Integration with email client (e.g., Outlook or Gmail)
100%
10.0
Contract management
100%
10.0
Quote & order management
100%
10.0
Interaction tracking
100%
10.0
Channel / partner relationship management
100%
10.0
Customer Service & Support (3)
93.33333333333334%
9.3
Case management
100%
10.0
Call center management
90%
9.0
Help desk management
90%
9.0
Marketing Automation (2)
90%
9.0
Lead management
100%
10.0
Email marketing
80%
8.0
CRM Project Management (2)
100%
10.0
Task management
100%
10.0
Reporting
100%
10.0
CRM Reporting & Analytics (3)
100%
10.0
Forecasting
100%
10.0
Pipeline visualization
100%
10.0
Customizable reports
100%
10.0
Customization (4)
100%
10.0
Custom fields
100%
10.0
Custom objects
100%
10.0
Scripting environment
100%
10.0
API for custom integration
100%
10.0
Security (2)
100%
10.0
Role-based user permissions
100%
10.0
Single sign-on capability
100%
10.0
Social CRM (2)
100%
10.0
Social data
100%
10.0
Social engagement
100%
10.0
Integrations with 3rd-party Software (1)
100%
10.0
Marketing automation
100%
10.0
Platform (1)
100%
10.0
Mobile access
100%
10.0
  • Superior customer service, low cost of marketing, low cost of quote/contract management, low cost of ownership with minimal IT overhead
  • Another key metric is time to productivity. The Sugar system is so easy to setup and learn that, provided there are no data issues, the system can be up and running and providing real value within a week.
  • Sugar's ability to build/deploy to both Mobile and Browser directly from Sugar Studio reduces both development and maintenance costs substantially. This contributes to Sugar's extremely low TCO.
  • Sugar Unviversity offers free video training courses for both Technical and End Users to ensure that you get the productivity gains and lower implementation costs that you want from Sugar.
Sugar is easier to deploy and use with much a better TCO than Salesforce and Microsoft Dynamics. It is much easier to use than its competition, in general, bothe from an end user and an administration viewpoint. It's very simple Licensing Model is easy to understand being user based and including all the tools and Sugar Mobile for a single dollar figure. No extra costs for things like API usage, Workflow tools, Microsoft Office integraition.
  • Sales
  • Marketing
  • Customer Support
  • Finance
Sugar is an essential business tool for the business and provides every Team with the information they need to do their job effectively.
Sugar's ease of customisation and admin tools keep on-going support costs to a minimum.
Sugar University offers free training courses users easily keep up to date with Sugar's new features.
Sugar has a very low TCO because of this low resource requirement while allowing us to deliver what the client eeds.
  • Full CRM from lead generation to customer support. Clients have the proverbial 360 customer views and manage the entire customer life cycle.
  • Sale Force Automation with full Mobile support.
  • Customer Support and Help Desk
  • Marketing and Lead Generation
  • Integration with Laboratory Managment Systems and Loyalty Card Systems.
It does all we need and support is excellent.
Yes
We have replaced various products from ACT to Microsoft Dynamics with Sugar due to TCO, ease of use and Sugar Mobile.
  • Price
  • Product Usability
  • Prior Experience with the Product
  • Vendor Reputation
  • Analyst Reports
  • Third-party Reviews
Overall TCO, ease of use and platform availability, both cloud and on-premise.
We focus on ease of use and user adoption so we probably would not change our process.
  • Vendor implemented
  • Implemented in-house
  • Professional services company
We have worked with a nuimber of services companies, feel free to contact us for details.
Yes
Most CRM products, imcluding Sugar, have many modules covering many business units so a phased implementation is essential.
Change management was a big part of the implementation and was well-handled
Each Team needs appropriate customised training to ensure rapid and positive user adoption. It is also essential to include the Team in defining what customsation is required to mee their indvidual needs.
  • Poor business processes will result in a poor CRM so its; key to review, refine and document those processes.
Easy to install and manage - the system requires less than hour a month as IT overhead for system administration tasks.
  • Online training
  • In-person training
  • Self-taught
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.
Only part of an implemementation as noted previously.
Yes it's easy to learn but we would always recommend basic training for maximum ROI.

Sugar Studio is very easy to use and makes configuration and customisation very easy, even for people who aren't technical.
My background is field sales and I am Sugar Admin so that says something!
Sugar works best with an agile/prototyping approach to configuration and customisation. The speed of build/deploy enables you to sit with the End User and build what they really want when and as required.
Yes - we have customized the interface extensively
See my previous comments about Sugar Studio and Module Builder.

Very simply, they are excellent tools to use/deliver.
Yes - we have added extensive custom code
Usually for integration with other systems.
Simply to say that both taska are easy to do.
Yes
We run our business on Sugar so it makes sense to have a support contract as we rely on the system so heavily.
Generally excellent, but not perfect. The support team responds quickly and they have a P1 / P2 / P3 ticket classification system. I personally wish that there was a P4 for product enhancement requests, but Sugar does not handle enhancement requests via this channel.

Also, like all support organizations, they have a tendency to close tickets too quickly. If customers do not respond to messages, they automatically close the ticket even if the issue has not been completely resolved.
Yes
Yes, generally the next Release unless it's a P1 then a Hot Fix is produced by Sugar Support, generally very quickly.
I was building a new module and didn't "follow the rules" and Sugar Support went out of their way to advise me of where I went wrong and how to fix the problem.

They were entitled to say " Go away and read the Manual" but they did not when I explained I was time constrained for delivery.
  • The user interface on both the browser and Sugar Mobile is superb so most actions are both visible and easy to do for end users.
  • Sugar Adminsitration can easily be performed by non-technical staff after basic traing.
  • Marketing Automation uses the old interface and needs to be updated.
Yes
A super mobile app for both IOS and Android.
Simple user interface consistent across all modules. Very easy to learn and use, and simple to implement.
Works from 2-300 Users in our experience.
SugarCRM has never been down for us.
No response time issues ever. Very productive due to its ease of use.
  • Laboratory Systems, Loyalty Systems and ERP Systems.
Sugar's REST API is well document with manay examples so is very easy to use.
  • Future ERP systems.
Many 3rd party plug-ins for standard ERP packages or we can use tools like Talend to do this quickly and easily.
  • File import/export
  • Single Signon
  • API (e.g. SOAP or REST)
  • Javascript widgets
  • ETL tools
  • AppExchange or similar marketplace
With Sugar, a wide range of integration technologies area vailabel to meet most needs.
Provable easy to do and deliver to meet our Clients' needs.
Review the documentation before you start It will meak your projecta much simpler exercise.
Generally easy to do business with and simple License management process.
See previous
Given the low subscription fee, we have not negotiated special terms.
Negotiate procing at the end of their fiscal quarter and wher possibel look at mult-year contracts with fixed pricing.
Yes
Very simple process to upgrade from V6 to V7 with no major issues and no down time.
  • Great new user interface uses less keystrokes - this is important for user adoption - so increased productivity.
  • New Mobile app really enables the field sales team to work away from the office, whether connected to the internet or not.
  • Record based Dashlets (Mini dashboards) give real feedback at the Customer, Contact, Opportunity, Lead and Case record level so you don't need much reporting.
  • Looking to use Process Author for better workflow/process management
Yes
To get access to Process Author.
No
Marc Prince | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
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.
Sales Force Automation (9)
88.88888888888889%
8.9
Customer data management / contact management
90%
9.0
Workflow management
100%
10.0
Territory management
70%
7.0
Opportunity management
80%
8.0
Integration with email client (e.g., Outlook or Gmail)
90%
9.0
Contract management
100%
10.0
Quote & order management
90%
9.0
Interaction tracking
100%
10.0
Channel / partner relationship management
80%
8.0
Customer Service & Support (3)
73.33333333333333%
7.3
Case management
80%
8.0
Call center management
80%
8.0
Help desk management
60%
6.0
Marketing Automation (2)
85%
8.5
Lead management
100%
10.0
Email marketing
70%
7.0
CRM Project Management (3)
83.33333333333334%
8.3
Task management
70%
7.0
Billing and invoicing management
80%
8.0
Reporting
100%
10.0
CRM Reporting & Analytics (3)
93.33333333333334%
9.3
Forecasting
90%
9.0
Pipeline visualization
90%
9.0
Customizable reports
100%
10.0
Customization (4)
100%
10.0
Custom fields
100%
10.0
Custom objects
100%
10.0
Scripting environment
100%
10.0
API for custom integration
100%
10.0
Security (2)
85%
8.5
Role-based user permissions
80%
8.0
Single sign-on capability
90%
9.0
Social CRM (2)
40%
4.0
Social data
40%
4.0
Social engagement
40%
4.0
Integrations with 3rd-party Software (2)
85%
8.5
Marketing automation
80%
8.0
Compensation management
90%
9.0
Platform (1)
100%
10.0
Mobile access
100%
10.0
  • Sales management is great now. When conducting a sales meeting there is no place to hide. We are no longer fumbling through individual email accounts, spreadsheets, and note cards. The is policy is if it is not in the system, then it is not true.
  • Our follow up has increased tremendously, With a more great followups has come a greater number of contracts awarded to us.
  • If the server is down, we are down. There have been a few glitches and and need to restore backups because the data was just not populating. down time has been minimal, but very impacting.
We saw a lot of the same desirable features in both platforms. Although Salesforce offered a greater level of support, we did not think it was worth the extra spend, at the end of the day. We have had to do a bit more leg work when it comes to social media intelligence, but in the end our spend on Sugar was less than what Salesforce was offering.
10
Sales and Marketing.
2
Database administrators. Software support engineers. Programmers for patching between systems. Sales analyst
  • Tracking the effectiveness of Ads to sales.
  • Tracking sales team activity
  • SHowing cash flows from ad spend to client buy.
  • Use cases from other client experiances
  • Root cause analysis as to why we won or lost a sale
  • creating better email and text messages
  • Tighter SMS integration
  • Document management and SIgnature Capture
  • More features on the Voip Integration
We are looking a Sweet CRM an opensource fork of Sugar.
No
  • Price
  • Product Features
  • Product Usability
  • Third-party Reviews
Price. We have found that competition drives a certain set of common features in all of the CRM systems. So it came down to how much we where going to pay for those features.
More testing and vetting. Our corporate culture is to do a lot of the evaluating ourselves. As an outsource for IT services, it just makes sense that we test, test, test then find what others have experienced. Because at the end of the day, our clients are looking to us for these answers.
  • Implemented in-house
No
Change management was a small part of the implementation and was well-handled
I insisted we use sugar when we opened our doors. The sticking points where centered more around making workflows practical and better hands-on experience with the Sugar product. We had to battle old habits from other company experiences where the team had a favorite feature of another system or they had no system at all.
  • Learning and navigating menus. We started off know that the Sugar system had the answers, we just needed to learn how to ask the system the right questions.
  • Automating our promotion process. Ads here and social media mentions there and getting it all to report back to the CRM without making double entries concerning everything we where doing to attract more clients.
  • Email. Since we don't use Outlook, there was a challenge in getting our email server connected to the CRM. Then came the human element and training our team to use Sugar for all of their client communications.
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.
No
We have a lot of the same talent in house as the premium support would offer.
When we run into a problem is not the garden variety the SUgar support team sees day to day, so it takes some extra effort on their part. We rarely require a scripted, cookie cutter, answer.
No
Between our ISP and Email server requirements we where getting intermittent blockages in our email generated from Sugar. We worked with the Sugar team for weeks trying to get around the issue and even tried rerouting and spoofing ports. The sugar team finally wrote a patch that fit our needs.
Score 9 out of 10
Vetted Review
Verified User
  • SugarCRM is extremely customizable. Unlike other CRMs, Sugar allows you to create, edit, and modify virtually any feature to make it work with your workflow.
  • Using Sugar for our sales cycle is flawless. Starting from assigning new leads to our sales team and ending with the final sale, we are able to track both performance and correspondence for anyone in our sales cycle.
  • Creating reports in SugarCRM is extremely easy. If I know what information I'd like to review, I can rely on myself to create the comprehensive report.
  • As a SugarCRM Admin for my company, it's very easy to tailor layout and fields so that everyone can see the information that is relevant to them.
  • Many of SugarCRM's fields are drag and droppable which is a fantastic tool and makes changing layouts a breeze. However, I've found myself wanting more to customize the system to our ever changing needs.
  • Almost all the major modules in Sugar are customizable -- except a few. Since Sugar has been so great for the company, we're always trying to utilize 100% of the program. Unfortunately, some of the modules don't include an edit option, which forces us to decide whether the change is "worth it" to get it edited by Sugar.
  • There is a learning curve that comes with SugarCRM. Unlike other CRM's that are straight-forward right out-of-the-box, Sugar takes a bit of getting used to (however, once you've gone through the learning curve, you'll be able to use Sugar much more powerfully than you would an out-of-the-box CRM).
  • Sugar has lead to faster lead conversion. By switching away from Excel spreadsheets and Google docs, our sales team is able to work more efficiently as they always know what to do next.
  • Sugar has had such a positive impact on the company that we've already expanded from four users, to ten to 25. We hope to, eventually, have everyone in our company, even not sales related, on Sugar.
  • With Sugar, any leads or opportunities never slip away. We always know when they've been contacted last, what was discussed, and how to proceed. With Sugar, we've become a more robust efficient sales team while maintaining our new level of efficiency.
Sugar has, quite honestly, been the best thing that could have happened for our sales team. We work better both as a team and as individuals. Before SugarCRM, I used Excel spreadsheets to track my clients. If I had to pass them off to someone else in the sales team, I wasn't confident that that client would continue to be successful. With Sugar, if I pass off a client, the new Account Manager has all previous information and records, included all archived emails. Sugar really has been a fantastic tool that I know we won't be leaving any time soon.
Sugar is the most important tool that our sales team has. I can't give it a 10 because it does require some customization. While learning to customize the experience does take time, I understand that some people may want an out-of-the-box CRM, so I can't give it the perfect score. However, if your business isn't typical or you'd just prefer your CRM to mold to your needs instead of you molding to it's, then I would 100% recommend SugarCRM.
25
Sales and Business Development teams have been the target audience, but since Sugar has been such a success we've expanded it's use to our International Team and our Executive Team. With this new tool, we're able to work with more leads and clients. With the broader user base, we've been able to customize Sugar to each person's individual use.
3
There is no real skill required for someone to provide internal Sugar support. If you have desire to learn how Sugar works, you're able to teach yourself in a relatively short amount of time. I knew nothing about Sugar when our company started using now. Now I know how to customize it for any new user.
  • Improving the speed of the sales cycle.
  • Ensuring no lead slips between the cracks.
  • Always knowing what the next steps are for each and every lead/client.
  • We didn't expect to be able to expand it so easily to our International team when, in fact, it took very little time and effort to do so.
  • It has given more people the ability to create custom reports. Instead of asking our Statistics team to run a report through our database, we have all our database information in Sugar, so we can do it ourselves.
  • I was able to create a personal sales funnel along with a full breakdown of all of my leads and where they stand on my homepage. When I log on when I get to the office, I already know where to start my day.
No
  • Salesforce.com,Oracle CRM On Demand Marketing,Microsoft Dynamics CRM
The real factor was flexibility. The other CRM's aren't able to do what Sugar is able to give us through it's customizable features. We didn't want to try to make our sales cycle fit with another CRM, we wanted our CRM to fit our sales cycle, and that's what Sugar did. That, and it was significantly more affordable.
  • Price
  • Product Features
  • Product Usability
We didn't want to mold our sales cycle to a CRM. We wanted our CRM to mold itself to our business cycle. Sugar was able to do that and more as we've been able to improve and speed up our sales cycle with all the features that SugarCRM brings to the table.
I would not change anything. I honestly believe that Sugar was the best option for my company. If there was a different CRM that was more flexible and had better features than Sugar, then we'd try that out, but there's nothing on the market, especially considering price, like Sugar CRM.
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
Sugar had been running slower than normal (though still pretty fast, but still noticeable). We reached out to see what was going on and they discovered that, in our desire to see as much information as possible, we were requesting so much information, it was slowing down the system. They gave us some great options so that we'd still see the information we needed without giving up the real data we needed to see.
Yes, but I don't use it
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.
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