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While not the worst out there, it's definitely a headache inducer
March 08, 2016

While not the worst out there, it's definitely a headache inducer

Anonymous | TrustRadius Reviewer
Score 3 out of 10
Vetted Review
Verified User

Software Version

Sugar Corporate

Overall Satisfaction with SugarCRM

The entire organization used Sugar CRM as a way to keep in touch with our thousands of clients. We had five companies under the same corporation and used Sugar CRM to discern which contact went to which company, as well as keeping track of their notes, which products they had or had used, and each time an employee reached out to them/vice versa.
  • Everything is available at all times, cloud-based
  • You can add extra functions if needed
  • The ability to search through a funnel based on specific requests/inquiries (Ex: City/state, company, etc)
  • It's slow. VERY SLOW.
  • Crashes constantly; makes it difficult to use. Frequently have to log in. You can't have more than one (or two, if you're lucky) windows open at a time, making searches very, very sloooowwww.
  • Very difficult to use. If you need to update or change functionality on a platform, it's almost like pulling teeth. We had to frequently consult with Sugar CRM's staff members to understand how to do so.
  • We were disappointed in it. The customer service was not what we expected. It was actually rather difficult to get a hold of anyone from Sugar.
  • It was difficult to convert and use. Many people thought we shouldn't have migrated from the previous CRM, even though it wasn't cloud-based.
  • Otherwise, user experience was poor. I can't give an exact number on if it improved or detracted from sales, ROI, etc, as I wasn't a part of the sales team specifically.
HubSpot is considerably better than Sugar, but we don't use the CRM to the fullest extent. We used another CRM that was much better (and program-based, not cloud-based/web-based), but I can't for the life of me remember the name of it. It was better as it was easier to search, use, and track leads/clients. However, Sugar it was easier to tag clients by company, which was a bit of a hassle in the other CRM. So at least it has that going for it.
I think the biggest issue that we had is that we had so many customers and prospects spanning over 20 years. It made it very slow to search for anything, and many times if we tried to change something it wouldn't actually save. It's very glitchy. I don't really have a specific scenario for best or worst-case, but it'd likely do better in an industry where you don't have tens of thousands of people to sort through.

Sugar Sell (SugarCRM) Feature Ratings

4.0
Customer data management / contact management
4
Workflow management
Not Rated
Opportunity management
Not Rated
Integration with email client (e.g., Outlook or Gmail)
1
Contract management
4
Quote & order management
4
Interaction tracking
7
Channel / partner relationship management
4
3.0
Case management
3
Marketing Automation ()
Not Rated
4.7
Task management
4
Billing and invoicing management
7
Reporting
3
2.0
Customizable reports
2
3.3
Custom fields
6
Custom objects
5
Scripting environment
1
API for custom integration
1
3.0
Role-based user permissions
5
Single sign-on capability
1
Social CRM ()
Not Rated
Integrations with 3rd-party Software ()
Not Rated
Not Rated
Mobile access
Not Rated

Using SugarCRM

ProsCons
None
Do not like to use
Unnecessarily complex
Difficult to use
Requires technical support
Not well integrated
Inconsistent
Cumbersome
Feel nervous using
Lots to learn