Flexible and powerful CRM that does the job for our company
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

Software Version

Sugar Professional

Overall Satisfaction with SugarCRM

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.
  • We've definitely improved our sales process and closed sales that we were losing previously through better opportunity tracking.
  • Goal tracking has also been improved. Each sales rep can see exactly where they are in relation to their sales goals.
  • We have one source of information rather than silos of information kept by different individuals. When we find a spreadsheet that someone's been using to track or record customer info, we add custom fields to SugarCRM so we can keep it there for everyone to use.
GoldMine was an archaic platform. Adding custom fields was difficult. Reporting was horrible. Sugar CRM blows it out of the water. It's also easier to use and navigate. Having all of the data available from any browser is also a tremendous advantage compared to our private installation of GoldMine which required their software and a VPN connection.
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.

Sugar Sell (SugarCRM) Feature Ratings

Customer data management / contact management
10
Workflow management
7
Territory management
7
Opportunity management
8
Integration with email client (e.g., Outlook or Gmail)
8
Contract management
7
Quote & order management
5
Interaction tracking
9
Channel / partner relationship management
9
Case management
Not Rated
Call center management
Not Rated
Help desk management
Not Rated
Lead management
9
Email marketing
4
Task management
Not Rated
Billing and invoicing management
Not Rated
Forecasting
6
Pipeline visualization
8
Customizable reports
10
Custom fields
10
Custom objects
8
Scripting environment
Not Rated
API for custom integration
7
Single sign-on capability
Not Rated
Social data
2
Social engagement
2
Marketing automation
8
Compensation management
Not Rated
Mobile access
7