SugarCRM

SugarCRM

(311)
3.7 out of 5 stars

An open-source CRM, SugarCRM is easy to customize. Ideal for small and medium-sized companies, large enterprises & government orgs, Sugar runs in the cloud or on-site.

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SugarCRM review by <span>James B.</span>
James B.
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Built with business in mind & not hell bent on 'gaming' the customer to pay more.

What do you like best?

In a world where it's normal, and expected that subscription based business models will be gaming you to the 'next level' and where standard CRM functions are only part of the highest paid edition - SugarCRM is different. All editions come with Mobile, Outlook plugins and an unrestricted API. Developing on the solution is easy - it's commercial opensource built on technologies and languages that are very current.

What do you dislike?

The UI is a few years old now, but we're promised new updates very soon. I wish there were more 'customer' events for people in the UK.

Recommendations to others considering the product

Make sure you listen to real end users of the solution from all vendors that you're evaluating. One thing that you will quickly learn about Sugar, is that there is not a huge 'a la carte' list of basic CRM functions for you to add. It's one CRM, one price, everything enabled - which makes budgeting predictable.

I've been shocked by stories from customers speaking with other main CRM vendors, who promise the earth (yes men) and forgot to mention the 'hidden costs'. So make sure you do your research.

Don't forget to ask "How easy is it to move away from this platform if we decide to change after a couple of years?". Sales people will most likely tell you it's easy and cheap. People who have actually done this would tell you otherwise. For transparency, migrating away from SugarCRM is easy. If you decide to move away, Sugar provides a full backup of the system files, uploads and full MySQL database. Unlike others who take advantage of 'vendor lock-in'.

Talk with a certified partner. It's these guys that are implementing Sugar every day.

What business problems are you solving with the product? What benefits have you realized?

Customers no longer feel like first time callers, since Sugar does a great job of capturing all interactions that a business has with it's prospects and customers. We've managed to mold Sugar to fit all types of organisations and business processes, from automotive garages to insurance to technology services. This ensures Sugar doesn't feel like a high-jacked solution that you're bending to it's limits to fit around your business. It fits like a glove.

Also the mobile offering is extremely powerful. With users out on the road, instant access to the CRM is a must. And the ability to be able to access the data when your phone has not network coverage, and update/create records in offline mode is enjoyed by many users we deal with.

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SugarCRM review by <span>Niegel L.</span>
Niegel L.
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Android of the CRM world

What do you like best?

highly customizable for different business use cases. It offers out of the box solutions through their workflow function but can be extended using scripts/ logichooks for seasoned developers.

What do you dislike?

occassional kickouts, deployment of solution is not as streamlined compared to other CRM solution -- but is acceptable.

Recommendations to others considering the product

A great alternative if you feel that the leading CRM cost too much. With the right Partner, your CRM can be as good, if not better than building it in the leading CRM platform. We are currently partnered with Upcurve and it provides additional functionality to your CRM that makes Admin life a little bit easier. Features such as Login As, Drill Dashboard to Report, # of records to load on list view. It definitely helps Sugar as a platform become more competitive to the leading CRM provider.

What business problems are you solving with the product? What benefits have you realized?

alerts, field update based on field values, dashboarding, report function.

What CRM solution do you use?

Thanks for letting us know!
SugarCRM review by <span>Jared D.</span>
Jared D.
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SugarCRM offers a flexible platform with powerful features

What do you like best?

There are several things that I really like about SugarCRM:

* It is web based, allowing me to access it on any internet connected device

* It is easy to customise the fields I use to capture data, and the layouts of those fields in the browser

* The interface is intuitive and easy to use.

* There is a lot of flexibility with SugarCRM via customisation

What do you dislike?

I don't have much in the way of dislikes:

* Not all modules are uniform, some are still in an old version, from before their upgrade to Version 7 (although SugarCRM are now addressing this in the next couple of updates)

* You can only log in on 1 pc at a time

Recommendations to others considering the product

Don't base initial impressions of SugarCRM on the outdated Community Edition.

Contact SugarCRM, either directly, or through a reseller to get a demonstration of the product.

What business problems are you solving with the product? What benefits have you realized?

Strong Integrations between e-marketing platforms and CRM

Easy to tailor to suit clients from a variety of different industries

Very extensible via the SugarCRM API and external connectors such as Zapier

SugarCRM review by <span>Chersten R.</span>
Chersten R.
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Organic
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Sugar crm review

What do you like best?

It has some customizable features and ok tech. I could eventually get the information I needed but it definitely took a substantial amount of time to get it.

What do you dislike?

Not as easy as it seemed initially. Reports are not easily pulled either nor is exporting info. You really cannot export all of the info or see an entire list at once, if you try it bogs the system down and when you select all it does not truly select all.

Recommendations to others considering the product

It is not as all inclusive as it seems. Information can be difficult to retrieve.

What business problems are you solving with the product? What benefits have you realized?

Sales reports and metros. Tracking quotes, lost projects and leads. My boss like getting more of an overhead view of our sales team and provided they are actually inputting the information it would work ok but not great.

SugarCRM review by <span>Adrian B.</span>
Adrian B.
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Most usable CRM I’ve ever had.

What do you like best?

There are other CRM’s that boast more “features” or included integration’s, and lower prices. Generally I’ve found others disappointing in real world attempts. Either limited API’s, poor user experience, or inflexible data models. Sugar has a great partner ecosystem but without being bloated and over priced. I couldn’t imagine running my business with any other CRM.

What do you dislike?

Self service reporting is good, but could be better. Email marketing campaigns, though better than what most other CRMs have natively, isn’t as good as what you get when integrating with a proper email marketing platform.

Recommendations to others considering the product

Find a reputable partner to work with. It will make a huge diffe

What business problems are you solving with the product? What benefits have you realized?

I use Sugar for opportunity tracking, case management, time tracking, workflow management, phone integration for automated call trackin, gmail integration for email tracking, etc. Love it

SugarCRM review by <span>Dewald E.</span>
Dewald E.
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My Personal Experience - having used Siebel (twice), Dynamics, Salesforce (3 times)

What do you like best?

SugarCRM is a general purpose CRM than can easily be honed to fit any organisations purpose. It is not constrained and gives the end client all the control.

Highlights are;

- Flexibility at any user level - a tool for those using it

- Flexibility in design - CRM that works the way you want it to

- Flexibility in deployment model - SaaS, Hosted or Onsite - you choose

- Hint - Relationship Analytics

- REST API - easily integrates

- Strong Reporting

- Mobile with offline

What do you dislike?

Still building out the plugin options on the Marketplace so not as extensive as some of the competitors. The lack of vertically focused builds which means clients need to know or discover what it is they want from the CRM. The need to illustrate the differences between Community Edition and one of the paid editions, chalk and cheese.

Recommendations to others considering the product

Most CRM solutions do the basics and can tick the boxes in a feature checklist.

Do's:

- Do dig deeper into your own requirements to understand how your users across the business will actually use the CRM to meet your customer expectations.

- Do use this as the catalyst to review/consider the journey your customers take or should take when dealing with your business

- Do review solutions based on how the solution fits your specific use cases

- Do review what the users of the CRM say about the solution. Is it a tool that your staff will want to use because it provides them with benefits

This will allow you to identify and document use cases that are specific to your needs and in turn allow you to determine which solution best meets your needs, today and tomorrow.

Dont's:

- Don't outsource the thinking, no one knows your business or customer better than you

- Don't buy into a set and forget mentality - no "off the self" solution will continue to meet your customer changing demands. CRM is practice and discipline, not a tool and you must continue to refine and enhance regardless of the tools you use.

- Don't build your own - to costs of ownership simply does not stack up

SugarCRM will only be the best CRM for you if you know what your customers and users need from it.

What business problems are you solving with the product? What benefits have you realized?

Large range but mostly centred around providing clients with a 360 view of their clients. This is after all the primary purpose of a CRM solution, however, the complexity and cost associated with making this a reality mean clients seldom achieve this objective. This is exaggerated in the small to medium market space. They face all the same challenges with reduced budgets all while gaining greater market share. SugarCRM is most capable of making this a reality for those clients.

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SugarCRM
(311)