SugarCRM

by SugarCRM

4 / 5 254 reviews
SugarCRM

Who Uses This Software?

SugarCRM is a horizontal CRM platform and application offering aimed at customers seeking highly user-friendly solutions that make even the most complex end-to-end customer processes simple to manage.

Average Ratings

254 reviews
  • Overall 4 / 5
  • Ease of Use 3.5 / 5
  • Customer Service 3.5 / 5
  • Features 4 / 5
  • Value for Money 4 / 5

Product Details

  • Starting Price $40/month
  • Free Version Yes
  • Free Trial Yes
  • Deployment Installed - Mac
    Cloud, SaaS, Web
    Installed - Windows
    Mobile - iOS Native
    Mobile - Android Native
  • Training In Person
    Live Online
    Webinars
    Documentation
  • Support 24/7 (Live Rep)
    Business Hours
    Online

Vendor Details

  • SugarCRM
  • http://www.sugarcrm.com
  • Founded 2004

About SugarCRM

Deployed by 2 million individuals in over 120 countries, and PC Mag Business Choice Best CRM Software Award for the fourth year running, the only CRM software that readers would strongly recommend to their peers.

Sugar is for the disruptors, the innovators and the visionaries. Sugar offers an industry-leading customer experience, a simple interface and an intuitive customization platform.

SugarCRM Features

  • Contact Database
  • Contact Import/Export
  • Interaction Tracking
  • Lead Management
  • Prospecting Tools
  • Sales Pipeline Management
  • Search/Filter
  • Segmentation
  • Shared Contacts
  • Calendar/Reminder System
  • Document Storage
  • Email Marketing
  • Internal Chat Integration
  • Lead Scoring
  • Marketing Automation Integration
  • Mobile Access
  • Quotes/Proposals
  • Segmentation
  • Social Media Integration
  • Task Management
  • Territory Management
  • Activity Tracking
  • Campaign Management
  • Lead Capture
  • Lead Distribution
  • Lead Nurturing
  • Lead Scoring
  • Lead Segmentation
  • Pipeline Management
  • Prospecting Tools
  • Source Tracking
  • Cataloging / Categorization
  • Customer Service Analytics
  • Customer Support Tracking
  • Email Response Control
  • Knowledge Management
  • Live Chat
  • Performance Metrics
  • Search
  • Self Service Portal
  • Call Management
  • Campaign Management
  • Channel Management
  • Commission Management
  • Contact Management
  • Contract Management
  • Customer Database
  • Email Marketing
  • Field Sales Management
  • Lead Management
  • Opportunity Management
  • Performance Metrics
  • Proposal Generation
  • Referral Tracking
  • Sales Forecasting
  • Territory Management

SugarCRM Most Helpful Reviews

SugarCRM Review - Walz Scale

Translate with Google Reviewed on 3/16/2017
Josh Bieber
Sales support Mgr
Walz Scale
Transportation/Trucking/Railroad, 13-50 Employees
Used the Software for: 2+ years
Reviewer Source 
Source: asdf
3/5
Overall
3 / 5
Ease of Use
2 / 5
Features & Functionality
2 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend:
Not Likely Extremely Likely

Comments: We have been using Sugar for several years, but only in the past six months have we really dug down to fully utilize the software. The tool is fairly simple to use, I like the reporting functions, but the feedback I get from my sales team is that it is just 'clunky' to use. I'll give you one little example. For the Opportunity 'Actual Closed Won' date, I found through coming across some bad sales data for the month, that if you close a sale in January, and that same month you mark it as Closed Won. But lets say in March you want to go in and add a note to the description. Once you edit that note, (thus changing the Modify date) you autimatically changed the 'Actual Closed Won' date to March. Really messes up sales reports! When I contacted Sugar, there really wasnt an easy fix. We found SierraCRM (third part software) and Bill Convis from there helped with a solution to this problem. We have now purchased this software and believe that this will help take us to the next level of using Sugar. Sugar Support via email is usually pretty prompt, but as far as hearing from our 'Account Manager', just 2 weeks ago was the first time I heard from someone regarding our account. At that point, I had already reached out to SierraCRM, so I did not need anything from Sugar.
To summarize: Great tool, though a little clunky, but the price is not bad. Customer service could be improved, especially for companies like us who are invested in the process, and just need some help taking our sales process to the next level. Thanks!

Pros: I like the Online (sugar on demand) that allows Sugar Support to get into your software and look and something you may be struggling with, like reports...

Cons: Design is little clunky. Think with some improvements, it might be easier to convert leads, update opportunities. Need less clicks!

SugarCRM Enterprise Analysis

Translate with Google Reviewed on 3/16/2017
Jon Parmley
CRM Admin
Kasasa
Financial Services, 201-500 Employees
Used the Software for: 2+ years
Reviewer Source 
Source: asdf
2/5
Overall
2 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend:
Not Likely Extremely Likely

Comments: Being an open source CRM app with flexible deployment options makes SugarCRM unique and a standalone in the CRM space. However, allowing for such flexibility should require the utmost discipline regarding release schedules, changes to code (especially caching mechanisms), and overall system recommendation documentation provided by SugarCRM, the company. This is not currently happening.
Stock code base is fairly solid but when customizations are added, significant caching issues arise. There are also various areas of the app that still retain antiquated layouts (bwc modules). These issues make the app confusing and unreliable at times.
Support should be more tenacious when attempting to find resolution to cases - don't just post a note or two, wait a period of time and close the case. CALL the customer - email the customer - do whatever it takes to get CONFIRMATION from the customer that the issue is resolved.
Create a server side integration to Outlook...we are a 50/50 Mac/PC shop and email archiving is incredibly inconsistent.
Overall Studio is a great tool (when caching works appropriately). It does allow us to create without developers on staff.

Pros: Studio (when it works)
Open source flexibility

Cons: Caching mechanisms
Lack of long term release schedule and small version life cycles
Support not owning the initiative of resolving cases

Vendor Response

by SugarCRM on 3/16/2017

John,

First off, thanks for being a long time Sugar user. Kasasa's use case is very in-depth and a model of what our flexible platform can achieve.

Regarding the server-side email - have you looked at Riva? https://sugarexchange.sugarcrm.com/apps/21848#!overview Also, I know we are working on server-side versions of the Outlook plugin, but release date is TBD.

Thanks again for your honest and thorough review - we always strive to make the product the best we can and provide the level of service you expect. Email me at any time to discuss further at [email protected]

Sincerely,

Martin Schneider
Head of Product Evangelism, SugarCRM

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