SugarCRM fits the common needs but it may need technical face-lift.
December 18, 2014

SugarCRM fits the common needs but it may need technical face-lift.

Anonymous | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User

Software Version

Sugar Professional

Overall Satisfaction with SugarCRM

We started implementing SugarCRM a couple of years ago because our development department started to grow as an independent company. We thought that SugarCRM could solve all our customer relation needs. SugarCRM does the trick and solved our biggest problems, but today we also need to keep some in-house and constant technical support.

Pros

  • SugarCRM mobile support for both, iOS and Android. That's good for mobility and works great.
  • It is a cloud based SaaS solution.
  • The framework used in its core is robust and flexible.

Cons

  • Campaign management and email marketing tools are weak, it's impossible to send create and send clean HTML templates. We ended up using Campaign Monitor (another emailing tool not related to SugarCRM).
  • The interface seems to be outdated compared to other similar solutions like Zoho.
  • It is not very intuitive and sometimes it's difficult to use.You get the feeling that something is not working as expected.
  • SugarCRM helped us communicating between different roles in our company and also with different departments.This usually ends with better client communication and optimization in sales.
  • Thanks to its mobile features, employees are more efficient in the client relationship workflows.
  • Thanks to its cloud based hosting model, we can focus our efforts in client communications optimization and not in technical or development issues.
I have used ZohoCRM and it's better in some key features like Email marketing, but it's also very important for use to use an open source tool like SugarCRM because we are also offering open source solutions to our clients and it's the core of our business. This is significant for our company values.
We may keep using SugarCRM for a couple of years, but we are not really sure if it will fit our needs in a long term, as the number of issues that we have with new modules and simple workflow customizations are growing. Our goal is to have a high satisfaction rate using SugarCRM among our coworkers, and not a week goes by without hearing someone reporting a problem that needs immediate attention.
SugarCRM doesn't work so good if you want to track clients with opportunities coming from email campaigns, and this is starting to be an important feature for our company. We also had lots of problems trying to customize and adjust the customer workflows to our needs. I may recommend SugarCRM to a colleague if it doesn't have lots of very specific customizations.

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