SugarCRM -- The little CRM that... Couldn't.
Kelly Wasden | TrustRadius Reviewer
Updated October 07, 2019

SugarCRM -- The little CRM that... Couldn't.

Score 5 out of 10
Vetted Review
Verified User
Review Source

Software Version

Sugar Professional

Overall Satisfaction with SugarCRM

We are currently using SugarCRM in its most basic form, for sales account management, and have recently started using it more for post sales and customer support. We track lead flow and where they were generated, reports for some mild forecasting, as well as all lifecycles of the sales process. We currently are using it for tracking converted leads, opportunity creation, upsell opportunities, and account management from our Customer Service team.
  • Leads.
  • Account conversion.
  • Price.
  • Reporting could be improved.
  • Simplicity and ease of use.
  • The clunkiness of the UI and the APP.
  • Negative: the lack of app integration is hard. Especially working in an all Google environment.
  • Negative: Time it takes to track tasks, update meetings in SugarCRM, etc.
  • Positive: Helps us springboard to another CRM.
We selected SugarCRM from a startup mentality when, in reality, we should have bitten the bullet and opted for something like Copper. Copper is 100% the CRM of choice that is integrated into G-Suite for businesses. I would even take Zoho over Sugar, having implemented it previously. They have tried to give their UI a face lift, but it isn't something that is conducive to a productive workflow in my opinion.
SugarCRM can make sense in some scenarios where it is somewhat cheap to deploy and get up and running. Don't be fooled by simplicity though, because you might need to hire an outside source to come in and configure it all properly for you which isn't the cheapest thing ever. For smaller sales teams, I think SugarCRM can and really has gotten the job done for us. However, as the team scales and more reports are needed, I find it very hard to recommend as a CRM when there are SO many other better choices out there. Reports are a mess, their mobile app is terrible, and their opportunity conversion is an absolute joke and needs some serious UI/UX re-tooling.

Sugar Sell (SugarCRM) Feature Ratings

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