Overall Satisfaction with SugarCRM
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 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
- 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.
Sugar Sell (SugarCRM) Feature Ratings
Using SugarCRM
- Sales
- Marketing
- Customer Support
- Finance
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.
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.
- Integration with SAP Business One and other SME ERP Systems.
Evaluating SugarCRM and Competitors
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.
SugarCRM Implementation
- 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.
SugarCRM Training
- Online training
- In-person training
- Self-taught
Yes it's easy to learn but we would always recommend basic training for maximum ROI.
Configuring SugarCRM
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.
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.
SugarCRM Support
Pros | Cons |
---|---|
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed No escalation required Immediate help available Support understands my problem Support cares about my success Quick Initial Response | None |
Yes - We run our business on Sugar so it makes sense to have a support contract as we rely on the system so heavily.
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.
They were entitled to say " Go away and read the Manual" but they did not when I explained I was time constrained for delivery.
Using SugarCRM
Pros | Cons |
---|---|
Like to use Relatively simple Easy to use Technical support not required Well integrated Consistent Quick to learn Convenient Feel confident using | None |
- 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.
SugarCRM Reliability
Integrating SugarCRM
- 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.
Review the documentation before you start It will meak your projecta much simpler exercise.
Relationship with SugarCRM
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.
Upgrading SugarCRM
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.