Good for reporting, not so great for integration with marketing for small businesses
June 04, 2016
Good for reporting, not so great for integration with marketing for small businesses
Score 3 out of 10
Vetted Review
Verified User
Software Version
Sugar Enterprise
Overall Satisfaction with SugarCRM
SugarCRM is used by marketing and sales to track prospects and customers and provide reports.
- Customized reporting is a strength.
- Customizable to user needs.
- Getting to a point of being usable can be difficult.
- If something is customized and SugarCRM updates, things can go wrong.
- If something is customized, it had better be dialed in the right way, or things can go wrong.
- Onboarding was much longer than expected due to a software update that had come with problems that we did not fully understand. ROI affected.
- Getting basic communications set up is rather complex in this environment. With a light staff, expect to require support for this.
- We (3 of us) can at least see our customers and prospects in one place. However we cannot afford for all our key staff to have access to this information.
I inherited this decision and did not have an opportunity to shop. I would have gone with a less expensive product with more built-in marketing integration and better campaign email capabilities. However our executives appreciate the reporting function and I believe this was why the decision was made to go with SugarCRM before my time.
Sugar Sell (SugarCRM) Feature Ratings
SugarCRM Support
Pros | Cons |
---|---|
Knowledgeable team Kept well informed Support cares about my success | Difficult to get immediate help Slow Initial Response |
Yes - Well...not exactly bugs. Customization that got messed up with a version release, it's not technically a bug but it was a hassle and SugarCRM Support had us offline for a week trying to figure it out. After that, there were ghosts in the machine (Opp Status) that took awhile to define and present. But we could not get to the problem right away. Reports were not lining up. I was not looking good to my executives. After two on-line meetings and hours spent, I figured out exactly where the customization was wrong (although I did not have the ability to fix it.) Having defined the exact problem, it was finally resolved by our rep to our satisfaction.
Our support person is knowledgeable and fast. When you can exactly define the problem, he will come through.