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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

Anonymous | TrustRadius Reviewer
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.
I believe with proper support a more complex sales force would appreciate SugarCRM. Simpler sales operations or those who do not have backend support might want to look at a simpler product. Social and marketing is underdeveloped at this point. Other products offer more if you are looking to integrate.

Sugar Sell (SugarCRM) Feature Ratings

4.2
Customer data management / contact management
7
Workflow management
2
Territory management
Not Rated
Opportunity management
5
Integration with email client (e.g., Outlook or Gmail)
4
Contract management
Not Rated
Quote & order management
Not Rated
Interaction tracking
3
Channel / partner relationship management
Not Rated
2.3
Case management
4
Call center management
1
Help desk management
2
1.0
Lead management
Not Rated
Email marketing
1
8.0
Task management
Not Rated
Billing and invoicing management
Not Rated
Reporting
8
8.3
Forecasting
8
Pipeline visualization
8
Customizable reports
9
4.5
Custom fields
6
Custom objects
4
Scripting environment
4
API for custom integration
4
7.0
Role-based user permissions
7
Single sign-on capability
7
Social CRM ()
Not Rated
Not Rated
Marketing automation
Not Rated
Compensation management
Not Rated
Not Rated
Mobile access
Not Rated

SugarCRM Support

With SugarCRM, you really have to do it yourself. Support can give examples of how to do things, but ultimately it's up to you. With such a complex program, be prepared to sink some considerable FTEs into this effort.
ProsCons
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.