Sugar...Not always sweet but not looking for a substitution either
August 01, 2016

Sugar...Not always sweet but not looking for a substitution either

Anonymous | TrustRadius Reviewer
Score 5 out of 10
Vetted Review
Verified User
Review Source

Software Version

Sugar Enterprise

Overall Satisfaction with SugarCRM

We use Sugar across our sales/marketing/account management teams to organize and track our customers and prospects - particularly our sales/marketing funnel.
  • Sugar's reporting is pretty simple to use once you get trained up on it.
  • The pricing is good for an organization of our size.
  • Ability to customize also good - again, once you get trained up on it.
  • Really, really find it a hassle (at least right now) to sync Sugar with our marketing automation software. We use a 3rd party API as our connector between the two systems but I find glitches in it that concern me and make me wonder if all my information is being accurately transmitted and matched up.
  • Sugar wasn't very intuitive when I first began using it. We recently had a 3rd party come in to redesign the system for us and once it was customized, it was much better.
  • Search function doesn't always seem to work in the top nav bar- frustrating when I'm trying to find something fast and don't want to go into a module to do it.
  • Not sure - this is not my area of responsibility to choose or implement the CRM. I am just a user.
Sugar is a legacy product for us and given the amount of history and data we have in it, we didn't look too seriously at switching. We decided that despite its flaws, it was still a better decision for us to stick with Sugar and simply bring in a consultant who could help us optimize the system for what we needed. It's been a work in progress but we are satisfied with our decision to continue on with it.
I think Sugar is the kind of thing that can be used out of the box but shouldn't. We needed help to go back and rethink the design of it for our organization and once we did that, it became a better solution.

Sugar Sell (SugarCRM) Feature Ratings

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