SugarCRM

SugarCRM

3.7
(355)
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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 Ben H.
Ben H.
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SugarCRM review by Liana M.
Liana M.
Validated Reviewer
Verified Current User
Review Source

"Excellent CRM system that's easily customizable."

What do you like best?

I love how easy it is to customize the system to fit your company's individual needs. It's easy to pull data from the system into reports that can be exported to Excel for deeper analysis.

What do you dislike?

I don't like the way licensing works. We have quite a few users that need access to the system but not on a regular basis - maybe only once or twice a month. I wish there was an option to purchase licenses for the number of users that maybe accessing the system at any given time instead of having to pay for a monthly license for people that barely use it.

Recommendations to others considering the product

Make sure you have someone within your organization that can really get to know how SugarCRM works and can function as an internal consultant so you can get the most out of your system. It can pretty much do anything you can think of but you have to learn how to "think" like Sugar and be a natural problem solver, not just a programmer.

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

SugarCRM has given us a central platform to store all of company and project data. This has opened the door for better communication between departments. It's also forced us to see where are various processes are broken so we can tighten up our procedures.

What CRM solution do you use?

Thanks for letting us know!
SugarCRM review by Saad A.
Saad A.
Validated Reviewer
Verified Current User
Review Source

"Flexible, Customizable and Trusted system"

What do you like best?

Very easy to configure, Code level customisations are easy, Powerful set of complete suite of modules and features at one standard cost (no hidden cost), Nice UI and app, Very strong Admin console to be able to do most on the configurations without the use of code or developers

What do you dislike?

No updates on Reporting and Marketing tools, No industry specific solutions, moving away from standard processes does effect speed and upgrades sometimes, Not very user friendly and customisable connectors, very sad at Social media integration tools and lagging behind in inbuilt collaboration / chat tools, It is easy to run a B2B setup but not suited for B2C companies

Recommendations to others considering the product

If you need a extremely flexible CRM system with complicated processes, go for Sugar. Make sure you select a good vendor and have someone onsite/full time internally as a CRM Manager or Consultant to speed implementation and save cost on development

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

Running a highly customized Sales process for Financial services and for multiple team in the same system; Getting multiple teams to maintain their client list with their bit of intelligence allows management to evaluate strength; Implementing processes for sales and compliance and capturing information for deep analytics and trends

SugarCRM review by Keshia  S.
Keshia S.
Validated Reviewer
Verified Current User
Review Source

"SUGARCRM REVIEW "

What do you like best?

I think the "convert" option is a good tool. It makes it simple and easy to create and convert the Accounts, Contacts, Opportunities and Leads together. I also think the "import leads" option process is good too. It's very convenient when you have a large amount of information that you need to import right away. I think inputting the Leads is simple and easy to do.

What do you dislike?

Sometimes the "convert" option is a bit difficult to do and understand. Many Reps forget to "create opportunity" first and just go straight to "save and convert", which does not entirely save the Opportunity and then you'll need to create one. This creates another step for the Reps and is double work for them. I like the "import leads" template, however, it'd be a lot of easier if I didn't have to copy and paste the info to it, just to match the columns. Many of the Reps have an issue with the "email notification". They are able to modify info on the Opportunity Module like the Expected Close Date and Sales Stage. But when a modification is done, they still receive email notifications from the previous info inputted and not the new info.

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

Able to track the Reps activity and progress. The Mileage Module helps track the Reps activity and how much of their territory is being worked on and how much traveling they do. The Opportunity Module helps track the progress of their Leads and how many of their Leads can become Demo and actual Sales.

SugarCRM review by Bud H.
Bud H.
Validated Reviewer
Verified Current User
Review Source

"Best CRM ever - The "poor man's Salesforce.com""

What do you like best?

Ease of customization using the integrated Studio and Process Management tool. Excellent support staff that responds quickly and efficiently to correct things and to answer questions about use and implementation. The self study tutorials are great and the release documentation is easy to follow. SugarCRM is on a path to release new function and improve performance and correct "bugs" on a quarterly basis. We are staying current with every release, and because there's no custom coding our upgrades to the newest release is almost seamless.

What do you dislike?

There really isn't anything to "dislike" - Yes, there is some functionality I'd like to see, but the development team at SugarCRM is rolling out improvements and bug fixes on a quarterly basis and I'm being patient.

Recommendations to others considering the product

Go for it!

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

Dramatically improved customer relationship management - Maintain regular contact with customers, manage special price quotes, manage Returned Goods Authorization, manage the order entry process, manage purchasing, manage the product test process.

SugarCRM review by James B.
James B.
Validated Reviewer
Verified Current User
Review Source

"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.

SugarCRM review by Erin A.
Erin A.
Validated Reviewer
Verified Current User
Review Source

"Best, most flexible CRM available"

What do you like best?

One of the best features of SugarCRM is the flexibility it provides. All of the customization can be done in-house which makes it a perfect fit for all types of business.

What do you dislike?

There are some features that lack the finesse of other, pre-made CRMs, but overall, these are minor compared to everything else.

Recommendations to others considering the product

Highly flexible and can be designed to meet every business need. Support from the Sugar team is responsive (almost always within 24 hours) and the ease of use and integration is almost too good to be true!

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

Time management and business planning have been two elements were our CRM has been invaluable. As we look to expand and hire more account managers, assessing how much time they spend with each community and the key touchpoints both rely on data from SugarCRM

SugarCRM review by Jared D.
Jared D.
Validated Reviewer
Verified Current User
Review Source

"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 Chersten R.
Chersten R.
Validated Reviewer
Verified Current User
Review Source

"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 Adrian B.
Adrian B.
Validated Reviewer
Verified Current User
Review Source

"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 Administrator in Mechanical or Industrial Engineering
Administrator in Mechanical or Industrial Engineering
Validated Reviewer
Verified Current User
Review Source

"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.

After a full year and a half of working on Sugar, I am impressed with how they hae improved the platform. Beneficial new features were rolled out such as Click through Dashboard to view details of a dashboard component, Drill Dashboard to Reports was previously an add-on from partners but is now an out of the box solution, improvements to the Sugar Mobile platform to name a few. As an enterprise customer, I appreciate how responsive their tech support team is to our cases. Their tech support is easy to work with and is very knowledgable and helpful.

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

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

SugarCRM review by Dewald E.
Dewald E.
Validated Reviewer
Verified Current User
Review Source
Business partner of the vendor or vendor's competitor, not included in G2 Crowd scores.

"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.

SugarCRM review by Maria R.
Maria R.
Validated Reviewer
Review Source

"Main Characteristics of SugarCRM."

What do you like best?

It is an excellent and efficient business management application that serves in the areas of commercial management, marketing and customer service, it can be classified as a powerful tool to facilitate management decision making.

With SugarCRM, customer management can be significantly improved in three main areas of the value chain:

Automation of the activities of the commercial team, control of marketing activities, analysis related to the results of the commercial activity and attention and customer service. Incident and claims management, management of service level contracts.

What do you dislike?

The biggest and only disadvantage of SugarCRM are the system resources needed to use the administration panel, the package is heavy graphic and writing, the load slowly if your network capacity is not at its peak, you should block the file for the administration after installation to prevent unauthorized access, modification or damage to the database, some add-ons can be confusing for installation and may require support, asking for successful completion.

Recommendations to others considering the product

It is an efficient program, SugarCRM can also be used as an administrative management tool from which to issue documents such as budgets, order proposals, invoices and forms, requests for quotes to suppliers or purchase orders, I recommend it, it is very timely.

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

The information registered in SugarCRM will be available to consult quickly whenever needed, instead of being lost in an endless number of emails, also the information is less dependent on people, and is more accessible to the organization as a whole, this facilitates teamwork and the delegation of tasks.

SugarCRM review by Administrator
Administrator
Validated Reviewer
Verified Current User
Review Source

"Sugar Review"

What do you like best?

Ability to create filters & reports to get to the information you are looking for.

What do you dislike?

Conversion process does not work properly at times causing duplicate accounts to be created or causing a contact to be created that is not attached to an account. Searching for accounts/contacts is cumberson due to the fact that you have to type the name exactly as it is in Sugar. I know less is better in the search field and will increase the possibility of finding what you are looking for, but it's still difficult at times. There needs to be an option for "Contains" in the filter options under Accounts. Our Sugar instance runs very slow at times and when you are filtering for certain information in the list view of certain tabs (mainly Accounts & Contacts) the page does not refresh and just sits there and says "Loading" until you actually click "Refresh".

Recommendations to others considering the product

Make sure that what you want is a "Leads driven" database.

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

It provides a place for us to keep our customer information.

SugarCRM review by Steve S.
Steve S.
Validated Reviewer
Review Source

"CRM Developer and Manager; Built Sugar from the ground up."

What do you like best?

Flexibility; Logic Hooks are a life saver.

What do you dislike?

Sometimes laggy - Can be difficult to understand completely.

Recommendations to others considering the product

Great system with some of the best Support in the world. One of the reasons we stayed with Sugar after the first month of headaches was because Support team is an incredible group of people. They go right into your system, make clones of your instance and test functionality / bugs. They respond to you the same day (or same hour depending on priority) and have solutions almost immediately.

The cost for something like SalesForce far outweighs Sugar. Paying a SalesForce developer to create features and changes is also very expensive. If you are a Windows Shop, I would suggest using Microsoft Dynamics. If you are a Linux shop like we are, Sugar is definitly the way to go. PHP is also a great language to develop in - both for web apps and on mobile. Sugar also provides its clients with the source code to its mobile app.

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

Full company overview; Automation; Logic Hooks; Saving countless hours in all departments.

In my screenshot below, please refer to "Last Login". I'm in Sugar every other hour of every day. I live and breath it.

SugarCRM review by Tim L.
Tim L.
Validated Reviewer
Review Source

"Very useful CRM"

What do you like best?

Flexibility – integrate SugarCRM with a wide variety of third-party applications. This software also offers a myriad of add-ons which makes it the perfect CRM solution for small and large businesses alike. It is also important to note that the platform is built on open-source applications. This means that it is easier to customize SugarCRM compared to many similar products in the market.

Project Management – manage projects effectively by keeping track of the sales process, the marketing process, and customer support through one portal. These capabilities allow project managers to monitor tasks and identify opportunities. SugarCRM users no longer need to worry about inaccurate information, lost data, or inaccurate information.

Mobility – SugarCRM can be accessed through mobile devices. This means that your sales team will never miss out on a potential sale. The prospect’s information can be seamlessly entered on the mobile device and a salesperson can call within minutes.

Social Networking – it’s easy to see activities on various social media sites such as Facebook, Twitter, and LinkedIn through the Activity Streams dashlet. SugarCRM also lets you sync contacts, tasks, and calendars from Yahoo! Mail, Gmail, Outlook, and any other IMAP mail servers.

Affordability –SugarCRM’s subscription rates are affordable to small and medium scale businesses. You won’t need to worry about paying astronomical fees for every user in the company. The rates are easy on the pocket and you get maximum value for your money.

What do you dislike?

Lack of social networks integrations, poor CPQ system, basic reporting. Not a robust CRM, it lacks many features of competitors, but with the free community you can add almost all the features you want.

Recommendations to others considering the product

Very good free solution you don't need nothing else.

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

SugarCRM worked great in a specific instance for many clients.

SugarCRM review by Dallas K.
Dallas K.
Validated Reviewer
Review Source
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"Good, but not quite great"

What do you like best?

Good bread and butter CRM features, with Salesforce-esque level of functionality but at a better price point. Very capable reporting capabilities, which are often missing in lightweight CRMs and were critical to us. Also like the tight integration with INBOX25, our marketing automation system.

As our company's Sugar administrator, I see and respect a lot of the customization and workflow power in the system, which average users don't see.

What do you dislike?

We use Sugar's hosted On Demand service, and while performance was at one point subpar compared to other web-hosted CRMs it's been much better for us the last year. Am not a big fan of how leads remain in the system after conversion nor how it's impossible to mass convert a set of leads; conversion must be done individually. Fixes can take a long time to get through the pipeline. It took 13 months for Sugar to get a fix into production when they broke something that was important to us. Am am concerned about overall value. Sugar occurs as somewhat expensive given the value we receive from it, especially in light of the broad set of CRM platforms that have become available in the 5 years we've been with Sugar.

Recommendations to others considering the product

If a heavyweight CRM, a la Salesforce, is important to your organization, Sugar merits taking a look at. But if you're a small company or non-profit, the system is likely more complicated than you'll need.

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

Sugar offers a generally good environment for our company's lead and customer processing.

SugarCRM review by Administrator
Administrator
Validated Reviewer
Verified Current User
Review Source

"Very customizable, but there are limits if you're not on prem"

What do you like best?

Unline previous CRMs, I can add fields and create workflows that have made a lot of our processes automated

What do you dislike?

This is more a shortcoming on my end. I'm unfamiliar with coding and we are not on-prem, so for the more complicated customizations, I have to use our Sugar partner.

Recommendations to others considering the product

Make sure you know what you want!!! It would not hurt to reach out to the Sugar community and find out what customizations people have put in place on their instance that have improved their business. We had a book of hours for any customizations we wanted, but realized there were still things we needed after running through those hours. We've been making those changes slowly.

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

Transparency with your data. This has been key for our company. The reports function is fantastic (show calls logged in X amount of time and sales). I'm also able to audit fields within Sugar so I can tell who changed what and when, and I see the historical data. When you're dealing with a sales team, this can be quite valuable.

SugarCRM review by Administrator
Administrator
Validated Reviewer
Verified Current User
Review Source

"Flexible and easy to use platform"

What do you like best?

I like Its flexibiliy and customisation capabilities, allowing to adapt the tool to the business needs at any time. With the right approach and the right partner you can get much more value from SugarCRM that from other systems which are not so flexible.

What do you dislike?

The PDF generation could be easier and there are system modules that still use the old look and feel.

Recommendations to others considering the product

Do not think about implementing a CRM system as a one-time project, but as something that needs to evolve and grow with the business to keep aligned with its needs. Taking that into consideration, SugarCRM is one of the best solutions you can find because of its flexibility and customisation capabilities.

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

We use SugarCRM to track and manage our Leads, Contacts, Accounts and Sales Opportunites. Reporting and dashbords are also intensivly used in order to keep an eye on what is important for the busines and make decisions based on data.

SugarCRM review by User in Marketing and Advertising
User in Marketing and Advertising
Validated Reviewer
Verified Current User
Review Source

"A CRM System That Temporarily Worked For Our Business"

What do you like best?

SugarCRM has not necessarily been my favorite CRM system, but has definitely been helpful in having everything you need in one place for our clients. It allows you to customize your dashboard so you don't necessarily have to see the uncompleted tasks or meetings of your other coworkers.

What do you dislike?

I personally think it is too cluttered. There are too many possible variations for how you could make SugarCRM work for your business, which in theory sounds great. But for implementing, I think it can make it kind of confusing for employees. Too many possibilities of where information could be held throughout the platform making it kind of tricky. I also think it's not quite as user friendly.

Recommendations to others considering the product

If there could be a way to simplify its use, making it so that there aren't so many possibilities of where information could be, that would make the use of SugarCRM much easier.

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

We used SugarCRM to help integrate ourselves from no CRM system to customized CRM system for the company. It helped us to become more organized as a company.

SugarCRM review by Kimberly R.
Kimberly R.
Validated Reviewer
Review Source

"Overly complicated to do the simplest tasks"

What do you like best?

There are a lot of great features that it's very all inclusive. It can do as much as you can dream. The sales "funnel" is particularly interesting and keeps future business in top of mind.

What do you dislike?

I was very excited about the Sugar Platform but unfortunately it fell very flat for me. I NEEDED it to do three simple things - track sales calls, log sales, and give me reminders to follow up with clients. Unfortunately it just took too long to do any one of those things. Logging a call that might have taken me 2 minutes took just as long to put into a program. It was almost impossible to tell the system to schedule a follow up without scheduling an appointment, when I wanted it added to my to do list. I researched a lot of and watched several tutorials but it was just too complicated for it's purpose.

Recommendations to others considering the product

SugarCRM would do the most good if a company was starting out using it. While they tried to make everything seamlessly import from old systems, it just didn't and ultimately we had several issues with accounts being assigned to the wrong people, businesses that had closed down, or bad debt businesses that we couldn't eliminate from our system correctly. But the features available for a starter business are phenomenal and it would be a great resource.

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

Seeing a future track of where your sales will end up in the next few months is invaluable. The sales funnel was by far the best feature, especially when it took into account renewing contracts and long term sales plans with my clients.

SugarCRM review by Yena V.
Yena V.
Validated Reviewer
Verified Current User
Review Source

"Comprehensive, easy-to-use and quick-to-setup"

What do you like best?

The initial set-up was fast and easy and there's complete documentation online.

What do you dislike?

Account assignment strictly to 1 Salesperson only. We have customers that we can sell 2 different products and we assign a different salesperson to each product. SugarCRM allows multiple people to access a customer account but only 1 is Assigned. The security setup is a bit tricky.

Recommendations to others considering the product

Almost everything needed and more from a CRM is here. Our Sales people got into it very quickly and loved it right away.

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

Connectivity. The Mobile App is very helpful and updates are instant. Sales can log calls, visits and notes at the time of occurrence which is very convenient.

SugarCRM review by Brian W.
Brian W.
Validated Reviewer
Verified Current User
Review Source

"A very nice platform!"

What do you like best?

As an end user I enjoy how quickly I can log a call or meeting whether that is through the web or the mobile app.

What do you dislike?

Wish that it would automatically archive email from all my customers all the time.

Recommendations to others considering the product

Give it a trial. The price is right for small to medium businesses. My suggestion is to spend more time interviewing and finding a nice fit for a SugarCRM reseller or partner. They will make or break your user adoption success.

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

We have been able to get all the sales guys on one platform in order to share pertinent data, trials, information and more for our global sales team.

SugarCRM review by Administrator
Administrator
Validated Reviewer
Verified Current User
Review Source

"SugarCRM 7"

What do you like best?

- SugarCRM mobile (nice and easy interface)

-User Interface is consistent through out all SugarCRM 7 modules.

-Like the Studio Admin to easily create new custom modules to and to easily add new fields that are specific to your business needs.

-Has most out of the box modules similar to other more expensive CRM (Leads, Opportunities, Contacts and Accounts)

What do you dislike?

- Current Report module is still the old SugarCRM module but I believe this will change

shortly as they are migrating most of the modules. Current version 7.9 still uses old version

- Campaign module old and not very robust

- Documentation for developers could be better. Should provide better examples.

- They consistently update their libraries (javascript, etc) so every time there is an upgrade we have to consistently retest and most of the time something you customize in one version no longer works on the newer version

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

- We use SugarCRM for what it is (CRM).

- Our sales team use it in order to record their contacts, accounts and opportunities

SugarCRM review by Mark A.
Mark A.
Validated Reviewer
Verified Current User
Review Source

"Excellent CRM With Outstanding Customization Options"

What do you like best?

It is so flexible and customizable there is very little you can't do with it. Also the fact that you can self host (not possible with many if not most other CRM systems) is very important for us – having the data on our servers give us more options for customization and integration.

What do you dislike?

We depend on some third-party add-ons to extend the functionality of SugarCRM, and there is almost always a lag between a new release of SugarCRM and the availability of updates that will make the add-ons compatible. And, sometimes, they never do. A recent example involves Zendesk – we greatly benefitted from an integration add-on made by Zendesk. We delayed upgrading SugarCRM to 7.6 for a long time, waiting for a compatible version of the add-on, only to find out it would not be coming. The solution is probably to not depend on add-ons but they make SugarCRM much more powerful.

Also - it would be great if there was a way to truly delete (not just flag as deleted) both records and custom fields from within the SugarCRM interface, without having to dive into the SQL.

Some small frustrations dealing with SugarCRM the company. We had some really trouble getting deployed and were not able to use the system at all for the first three months. After a year, when it was time to renew, we asked for a credit because of these well-documented problems. The answer was that there were no credits because it was the end of the quarter... meaning if we had purchased one week later there would have been credits? It was frustrating and disappointing that the only concern was there own internal quarterly sales targets.

Recommendations to others considering the product

If you are self-hosting ask about credits for any delays in getting the system fully deployed. If it ends up taking you some time to get it working you need to know what you can expect in terms of credits.

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

Maintaining a database of both existing an potential clients. SugarCRM also supplies data to another critical part of our business as an ESS datasource, greatly improving our ability to serve our clients.

SugarCRM review by Crawford R.
Crawford R.
Validated Reviewer
Verified Current User
Review Source

"Powerful, Customizable Software for Tracking Relationshipos"

What do you like best?

Sugar's customizability is a real asset to our business, because we are able to modify our approach (both macro and micro) to sales without being inhibited by the inability of our CRM system to keep up. In that same vein, the levels of reporting in Sugar gives us the ability to see our sales funnel from many different angles.

What do you dislike?

The lack of direct linking with Outlook is a struggle for our salespeople. The plugin is good in theory, but in reality has enough quirks (can't choose accounts, very sensitive and creates duplications easily, etc.) that we haven't been able to implement it in a sufficiently hassle-free manner to justify using it, and having Sugar disassociated with Outlook is a struggle.

Recommendations to others considering the product

If Outlook integration isn't especially important to you, or if you want the ability to customize all aspects of your CRM system, then Sugar is a great option for you.

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

We're able to track and report on our sales opportunities with great precision and accuracy, which has allowed us to begin to accurately forecast our upcoming sales. Because of that, we're able to grow in the direction that we want to, giving each opportunity the exact amount of attention it warrants, without ever losing sight of the forest for the trees.

SugarCRM review by Fabrice M.
Fabrice M.
Validated Reviewer
Review Source

"Very configurable and programmable CRM"

What do you like best?

This CRM is a true CRM toolkit which can be highly configured and tweaked to your needs. Next to that it has an excellent modern API you can use to build integrations and extensions.

What do you dislike?

The pricing scheme has evolved that last few years and pricing has gone up. I think that is a natural effect these days when software improves, but this makes SugarCRM more suited for enterprise markets and less for the midsize markets. I believe that is where SugarCRM wants to be.

Recommendations to others considering the product

Be aware that SugarCRM can be customised in such a way that you are losing the benefits of a standard platform which can be easily maintained. In short, customisations means losing valuable standardisation at some point. Please check with your CRM service provider or just the vendor on how to maintain maximum flexibility when at the same time leveraging the flexibility.

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

I realises multiple things, from a solid sales and lead management process, to analysing these processes to support services and marketing processes. Hidden gems can be found like a nice product catalogue and a quote generator (of course related).

SugarCRM review by Steve "Kaz" K.
Steve "Kaz" K.
Validated Reviewer
Review Source

"Great CRM Platform, Modern UI, Unviraled customization ability"

What do you like best?

Love the ability to host the application directly with Sugar, with any hosting provider, or internally. Having access to 100% of the source code and a framework for making changes upgrade safe, dramatically reduces implementation time. Building new business objects and relationships is so easy that I use Sugar as a platform for what would be considered non-traditional uses of CRM. Whenever you build a new component, you automatically get security, reporting, UI, and workflow "free" for every component. Time can be spent building logic and integration, and Sugar builds the beautiful UI.

What do you dislike?

10-user minimum kills some of my smaller deals that would be perfect for Sugar

Recommendations to others considering the product

Matches up nicely with SFDC for basic account, contact, and opportunity management. Integration hubs make it easy to sync data with lots of other applications. Priced very well. Really shines when you need to build a lot of business modules.

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

Dashboards, account and contact activity management, sales pipeline, workflow. I have used Sugar many times as a datamart to consolidate data from many sources and access other data real-time. I have great success stories for Universities, Non-Profit Relation Management Systems, and traditional companies that need Sales, Service, and Marketing.

SugarCRM review by User in Renewables & Environment
User in Renewables & Environment
Validated Reviewer
Verified Current User
Review Source

"Having your own instance is better than using their platform online."

What do you like best?

We used to use the online open-source platform, but when we did, we were at the mercy of their updates. We now run our own instance on Sugar on our servers and it works well.

What do you dislike?

Customization can be complicated depending on what you want to change. You can change smaller things on your own, but we use an IT team to take on the more complicated changes. Another issue for us now that we're on our own instance is developing an app -- This would cost a fair amount of money to develop.

Recommendations to others considering the product

Worth a look... Good for smaller businesses... I imagine when you are a bigger company, you might need more functionality and integration capabilities. We also have a company that is split between Macs & PCs, so getting both to speak with Sugar and our email has proven to be somewhat difficult.

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

It helps keep our traveling Project Managers on track. Using the Log Call and Schedule Meeting functions, we can keep them going even when they're on the road.

SugarCRM review by Andy D.
Andy D.
Validated Reviewer
Verified Current User
Review Source

"Customisable Open Source CRM"

What do you like best?

The inbuilt module builder is very easy to use, but a very powerful tool. The module builder makes it easy to customise SugarCRM in many ways. You can amend the existing modules or create your own based on the existing modules, making the possibilities almost endless. The additional power this gives the system can no be overstated.

The ability to customise isn't just limited to the backend of the system however. Each user can customise his own display and layout to their own liking.

What do you dislike?

I've had to move the software between servers a few times and I have found that transfer to be a little clunky, particularly the inbuilt backup module. In the end I have reverted to doing a manual SQL backup and copying it over to the new server

Recommendations to others considering the product

Consider self hosting rather than paying for external hosting as having access to the database easily can make for less headaches as you go along.

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

We were having a massive internal issue keeping a record of our communications with a customer between the various departments in the business. Support couldn't access the accounts system to see if the customer had paid for support. Sales couldn't see if the customer had an issues before contacting them about upgrades and such. The accounts team had similar issues.

By bringing in SugarCRM we were able to effectively link communications between the departments and keep an accurate historical record of all contact which has improved our customer service remarkably

SugarCRM review by Jordan K.
Jordan K.
Validated Reviewer
Review Source

"Great but could be better"

What do you like best?

It's very easy to use. I can manage a book of business of over 1600 customers and really feel on top of things.

What do you dislike?

Where I work, we filter through orders and reach out to customers who have the same interests as us. However, there are certain orders we can't call on and orders that have already been called on and I hate that I can't filter out those orders because it can take up a lot of time trying to sort through those orders. It amazes me that we can filter so many other variable but not that. The lag time can also be very frustrating. Where I work there are 150 people in my position and sometimes multiple people will "lock" and call a customer resulting in a really bad customer experience. We also have outbound and inbound customer service reps and as an outbounder, I don't like that I can't see if they've already spoken with an inbounder.

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

Managing a huge amount of customers and establishing personal relationships will all of them. The ability to record notes, phone calls and emails allows me to really know and take care of over 1600 customers at a time.

SugarCRM review by Kristian R.
Kristian R.
Validated Reviewer
Review Source

"Sugar sweet and easy to use."

What do you like best?

I like the functionality of the CRM platform in day to day situations. My team uses it on a daily basis and it allows us to collaborate with our front office partners in real time and provides all users with a singular place to store projects and information. The collaboration ability offered by this product has cut down on time spent trying to figure out a situation and allows team members on all sides to grab work and run with it to reduce any potential downtime.

What do you dislike?

The email functionality built into the system has many flaws and can be very difficult to navigate for those who are accustomed to fully functional email platforms such as Outlook. The ability to modify HTML content is lacking and the email module could use an update to bring it up to par with other email platforms in its space.

Recommendations to others considering the product

Make sure that email functionality is not a main need and everything should move smoothly.

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

We use it to communicate more effectively with our off-site partners and it allows multiple team members to share and pick up work. This functionality helps us to reduce downtime and to work more efficiently in all aspects.

SugarCRM review by John K.
John K.
Validated Reviewer
Review Source

"Best way to keep track of Meeting Notes!"

What do you like best?

I love the ability to create multiple tabs and bring in information from Outlook Meetings, while having the ability to output directly into the other Office applications! The UI is clean and professional and it has a great mobile integration via the App available in Google Play!

What do you dislike?

There really are not many things not to like about this piece of software. I guess the only negative is that creating and managing multiple Notebooks, each with their own security parameters, can be a little tricky at first.

Recommendations to others considering the product

Definitely go with the mobile App as an enhancement to your OneNote Experience. If you have Office 365 license, you get to enjoy remote access to your notes on the cloud, which brings to light yet another valuable attribute of this software!

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

Organized note keeping of meeting discussions that are worth keeping track of. One-button transmission of said notes to people via email. The fact that you can share Notebooks via O365 is a great way to add transparency to important notes to others in your organization!

SugarCRM review by Consultant in Information Technology and Services
Consultant in Information Technology and Services
Validated Reviewer
Verified Current User
Review Source

"SugarCRM is a good solution for low cost/no cost customer relationship management."

What do you like best?

For my client, the best part about SugarCRM is that it was free. This is their first implementation and it was brought into the company through the "back door". Since they didn't have a lot of expectations, it was good enough to meet their needs.

What do you dislike?

Support for the community version isn't the greatest, but you get what you pay for ($0.00). Integrating with Microsoft Exchange for synchronizing calendars and email is very challenging.

Recommendations to others considering the product

If you need a low cost/no cost basic customer relationship management system and have the internal talent to manage an open source solution, this will probably meet your needs. Note that there are "paid" versions of SugarCRM that probably have much better support.

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

The business problem we were trying to solve was tracking the return on ad spend (RAS) for multiple ad channels including Yellow Pages, Google PPC, Bing PPC, and various lead generators.

SugarCRM review by Cianna R.
Cianna R.
Validated Reviewer
Verified Current User
Review Source

"Sugar CRM does the job effectively without much distraction"

What do you like best?

I love Sugar CRMs easy to navigate home dashboard. I'm able to schedule calls, meetings, follow ups and view them right on my desktop, as well as see any new accounts created, contacts added. I also really enjoy the robust search feature so I can always pull up what I'm looking for, even if I don't remember a name. I can search by company, email, first name, or last name. Very easy to use.

What do you dislike?

I don't like the latest update, as they changed around some features, and adding a contact to a product or opportunity takes about 3 more steps then it previously did. It is not a major pain, but still takes more time than I'd like. I also don't enjoy that expiration dates got moved to the end so I have to scroll to see them. I learned I can adjust it myself, but it was properly set up and the update changed many settings.

Recommendations to others considering the product

Test it out first to make sure you will have the best use of it. It's simple but powerful, bu will not work for all groups.

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

Sugar has been instrumental in keeping up with open opportunities for our company. We don't always know who's testing our software, but once it's properly in sugar we can pull a report with all opportunities expiring in the month and do our follow ups! It's helped us increase sales, and have happier customers because they don't feel forgotten.

SugarCRM review by User in Information Technology and Services
User in Information Technology and Services
Validated Reviewer
Verified Current User
Review Source

"My relaible platform!"

What do you like best?

From my personal user view - It is very easy to use, easy to customise. The mobile app is fantastic, it also has offline connection. I have the information readily available when I need. The whole company uses it so every interaction with my customers is logged!

The outlook plugin with Sugar gives me an intelligence panel within my Outlook so I know who the person is that is emailing me, any active opportunities or cases etc all within Outlook - I don't have to open SugarCRM.

I also sell/implement SugarCRM to my customers - seeing how each and every one of them use Sugar opens my eyes so much more with what is capable!

What do you dislike?

For my day to day role, there is nothing really that i dislike about the platform.

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

The whole company is sharing data, we save so much time by everyone utilising Sugar. We have it integrated with other programs we are using. We don't need to 'hunt' around for information relating to a customer.

We are able to forecast not only on opportunity revenue but what resources we will need. Every process we have is managed on SugarCRM.

SugarCRM review by Natalie J.
Natalie J.
Validated Reviewer
Verified Current User
Review Source

"Sugar CRM"

What do you like best?

It's interactive with other coworkers. Makes trouble resolution much easier. It's like a social media platform at work, which is current with IT trends these days.

What do you dislike?

I found it hard to setup a dashboard and pipeline. It is also difficult to pull reports from.

Recommendations to others considering the product

Youtube how to setup your dashboard. Have someone who is familiar with the platform show you how to use it. There are several employees who are of a more "old school" frame of mind, and these employees struggle more than employees in their 20-30's.

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

Accounts receivable, and credit issues. I can easily tag my AR department to resolve the issue I need help with.

SugarCRM review by Nathan F.
Nathan F.
Validated Reviewer
Verified Current User
Review Source

"Good CRM - Self hosting on a Windows/SQL stack."

What do you like best?

Sugar is highly customizable and the option to self host is not available by a lot of other providers. We are able to synchronize a lot of information from our ERP and other business software easily through direct access to the SQL database. With a cloud version, we would have to write code utilizing their API to synchronize everything. Building that out would have been a lot more costly for us.

From an Admin and user perspective, the software is very intuitive and easy to learn. While there's always room for improvement in any software, our users are very happy with how much easier it is to find the information they need.

What do you dislike?

The support has been pretty good, but some of the improvements seem to come at a slower pace than I would like. For example, there are some structural issues with the authentication that causes a user to get logged out if they are using both mobile and desktop versions. There is supposed to be a fix for that coming, but it has been an ongoing issue for awhile. Fingerprint authentication for mobile is another example.

Recommendations to others considering the product

Take the time to really define your sales process first. I even recommend building it out slowly. You'll be amazed how much it will change once you start using it. So spending too much time upfront without users in the system ends up being a waste of time. We alpha tested it with a small group, then beta tested it for a month and finally launched it to the entire team. Over the course of the first 6 months we made more refinements. Lastly, I definitely recommend auditing the information going in. It takes time to get users on the same page with how to use the tool, but once they do, the benefits to them as a team are amazing.

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

It has made a very nice impact on our sales process. For the first time, we are able to easily see where in the sales process we are for any pursuit. Overall, it has greatly increased team selling and communication. Lastly, it gave us the base and framework to build out marketing automation that is driving much better awareness and sales than before.

SugarCRM review by Jerry P.
Jerry P.
Validated Reviewer
Verified Current User
Review Source

"Sugar CRM has helped track and manage our sales pipeline"

What do you like best?

Ease of use, cloud-based option and the ability to create and convert Leads to Opportunities. Being able to create and track Leads separately from actual Opportunities allows management to more accurately assign probability to each opportunity.

What do you dislike?

Creating custom reports can be cumbersome. It would be nice to be able to extract data as of a certain date. For example, extract data to see all opportunities and their status 12 months ago and compare it to current status of pipeline. Currently, the comparison can be accomplished by extracting data each month and keep the history stored in excel.

Recommendations to others considering the product

Sugar has lots of features to help track and manage your sales pipeline.

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

Creating, tracking and assigning probabilities to leads and opportunities for new prospects and existing clients. We now have the ability to track all leads and opportunities as well as create accounts and contacts to be shared with the team.

SugarCRM review by User
User
Validated Reviewer
Verified Current User
Review Source

"Good potencials"

What do you like best?

Sugar have a huge flexibility, can be fitted on any comercial needs. If it is well setted it could be a good partner in everyday life. Actually there's a mobile version which let you operate potencially anywhere.

It can help you to schedule calls and opportunities in an easy way. A pop up will advice you about the next call. Have a lot of dashes.

What do you dislike?

the same flexibility sometime could be a problem. If the crm is not whell fitted on yours needs could jam your day. Sometime the page charging is very slow, and in very rare cases you can lose saved opportunities and notes.

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

I've improved my rateo of calls about a +35% per day. And it brought me a better rateo of conversion of the selling opportunities.

SugarCRM review by Conor M.
Conor M.
Validated Reviewer
Verified Current User
Review Source

"Cheaper and High Customization If You Know PHP"

What do you like best?

Simplicity of the layout, has all of the basics, and the ability to customize easily helps you mold it to suit your business needs

What do you dislike?

A bit clunky and it isn't as sleek out of the box or user-friendly as some fo the higher priced software

Recommendations to others considering the product

either keep it simple and cheap or have someone that knows PHP. Otherwise, you might as well pay the costs up front with different CRMs. We don't really have anyone with PHP skill, so we have to bring in outside consultants; not for everything, but enough where costs are not so different than using Salesforce

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

Capturing sales data and trends, capturing customer information, providing tools for our sales team to better manage their prospects and customers while making it easier for management to measure KPIs and customer trends.

SugarCRM review by Avraham R.
Avraham R.
Validated Reviewer
Verified Current User
Review Source

"Tremendous Power and Potential with an incredible amount of tech support needed"

What do you like best?

I like the power and complete flexibility to build a CRM from the ground up.

What do you dislike?

The learning curve is a bit steep. However, it's hard to say that it would be any worse than other full-fledged CRM systems.

The biggest problem is that customization will take a team of programmers to make it user-friendly and suited to your exact needs; assuming that your needs are more complex than a glorified rolodex. You can expect it to cost similar to a customized Salesforce solution ($20,000 - $50,000+ depending on complexity)

Recommendations to others considering the product

CRM might be free and open-source. However, to gain full benefit of the software you need to learn to customize it. Using Upwork or a similar service you can find specialized programmers who, wth the right direction, can help you make a customized solution. However, you can expect it to take three times as long as you plan (that's a guarantee no matter who you think you are! :-)) You can also expect to devote at least one full-time manager for this project, implementation and administration.

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

We are a higher education institution interested in using it for recruiting through alumni. We created a recruiting module; transcript module; alumnus module; donation module; schools module; we even created repair module that allowed students to snap a picture of a maintenance need and send it to the system which would create a task list for grounds maintenance.

SugarCRM review by User in Computer Hardware
User in Computer Hardware
Validated Reviewer
Verified Current User
Review Source

"Using Sugar to manage day to day activities "

What do you like best?

I manage over 150 accounts and I rely on Sugar to record my daily activities, upcoming tasks and events, scheduled meetings/calls and opportunities.

Sugar is fairly easy to navigate around which is great since I typically need stored information quickly. I simply enter in the account I want information about, open it up in Sugar and I can see all my past activities and notes and upcoming ones as well all laid out in one easy to read web page. I can also run reports on activities, opportunities, partner sales, etc.

What do you dislike?

Even with the Sugar plug in through Outlook, I can't seem to get real time reminders on upcoming phone calls, meetings or tasks.

If I wanted to see what I had coming up with each account, I would have to manually log into Sugar either by using the homepage where it displays upcoming activities or I would have to plug in the name of the account. It would be nice if I could have a reminder of some sort, such as a calendar alert.

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

As I mentioned above, I use Sugar mostly to store information on my accounts so I can manage each efficiently. As a company, we also use it to import leads from trade shows and other events and to track customer opportunities ( track the sales cycle for an account prospect). It is a great informational tool as there is typically a field for most categories that is easy to plug in and store as much data as you need.

SugarCRM review by User in Information Technology and Services
User in Information Technology and Services
Validated Reviewer
Verified Current User
Review Source

"Simple, Customizable, and Powerful CRM"

What do you like best?

In general the platform is so flexible and customisable, and this is probably one of its key benefits, compare with other CRM solutions. You can adjust it to your business needs (no coding needed). You can use Module Builder or Sugar Studio to personalise the platform creating new modules, custom fields, etc. Everything included in the commercial versions.

Also SugarCRM provides the freedom to deploy it in a manner that best suits your needs (on-premise, public cloud, Sugar Cloud ,etc.)

What do you dislike?

Campaign and Email Management System needs to be improved. But on the other hand you can connect Sugar with other Marketing Automation platforms, such us IBM Campaign Automation or Act-On. Connectors are available for both platforms.

Recommendations to others considering the product

Highly recommended, probably one of the best solutions for Lead Management and Sales Force Automation, great value for money.

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

We use Sugar to manage the entire Sales Cycle, from lead generation to close. We have automated some sales procedures also using Advanced Workflows. We now have the ability to track opportunities and pipeline the way we want.

SugarCRM review by Brett T.
Brett T.
Validated Reviewer
Review Source

"An excellent CRM solution to conforms to the needs of your business."

What do you like best?

We picked Sugar because of the flexibility of the platform. It is a not an "out of the box" solution like the leader (mkt share) in the CRM space.

What do you dislike?

It does take time for certain issues to get resolved although many people (over in one case years) are requesting the same resolution of an issue(s)

Recommendations to others considering the product

(1) Be willing to do a large amount of "up-front" work prior to even thinking about configuring Sugar to meet your needs. We spent two months with white boards mapping out all of our processes that would be interacting with Sugar. (This was a GREAT exercise by the way). Then we set objectives of what we wanted to get out of our Sugar implementation. Then we did a gap analysis to go from where we were currently and where we wanted to be, and that because the initial (very rough) plan for how we were going to create (which you are doing) and setup Sugar to meet our needs.

(2) Find a GOOD PARTNER to work with. We had an initial partner, that was focused on working with large cap companies and offered minimal help in this initial phase (1). We switched partners and found a GREAT partner to work with and are extremely happy with the results.

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

Understand our target market better, learning about the issues that are sales reps (out of the field - it is a big one - worldwide) might be facing and being able to proactively address those issues before it has a negative impact. In, short, it brings our customer information in house rather than with the reps or lost out in the field. We have a better picture of what our market segment is and this allows us to better target our potential customers better. It has allowed us to be more proactive in our sales approach.

SugarCRM review by Muhammad Saad S.
Muhammad Saad S.
Validated Reviewer
Verified Current User
Review Source

"Amazing CRM Lead Management"

What do you like best?

The Lead Management System.

Importing Emails by configuring Inbound Email Accounts.

Reporting and Charts feature.

Teams and Roles management

Access control even at field level.

What do you dislike?

Campaign Management System.

Email Management System.

No Tool available for the creation of Package for some specific customization.

Recommendations to others considering the product

Highly Recommended. One of the best CRM for Lead Management, Customer Care Management, Case Management, Task Management, Accounts and Contacts Management, Reporting, Integration APIs, Import and Export features and most importantly easy to customize according to the needs of the Customers or businesses.

It is very much easy to integrate different tools / processes within SugarCRM.

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

By using SugarCRM I have customized it for many businesses. Mostly used it for Lead Management for a Cinema, Case Management for most of the companies, School Management etc.

Most of the companies are using it for Customer Support.

Most of the companies are using it in Medical firms just like for the management of patients, physicians pharmacies.

SugarCRM review by User
User
Validated Reviewer
Review Source

"El CRM más asequible"

What do you like best?

Lo primero de todo sería comentar el precio, es insuperable y se agradece. Después me ha gustado mucho que el CRM de código abierto se puede personalizar fácilmente desde el primer momento.Es una solución de CRM rica en funciones que también es más asequible que algunas de las soluciones de CRM más grandes. Le permite integrarse con los mejores servicios automatizados de marketing por correo electrónico, lo cual es excelente si se trabaja en marketing.

Además, si estás dispuesto a pagar un poco de dinero extra a un tercer proveedor de Sugar, las opciones son infinitas cuando se trata de personalizar su CRM para satisfacer más necesidades.

What do you dislike?

Me ha parecido complicado de aprender a manejar, hay muchas formas diferentes de usar el software.

Es difícil de aprender a usar para alguien que no tiene mucha experiencia con el software.

También comentar que la función de búsqueda me ha dejado mucho que desear, en ocasiones he tenido que repetir la búsqueda varias veces y le cuesta encontrarlo, sabiendo que está en la base de datos.

Recommendations to others considering the product

Recomiendo ver algunos tutoriales de uso previamente.

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

Usar SugarCRM brinda la oportunidad de planificar y pronosticar mejor. También le da a todo nuestro equipo más visibilidad ya sea dentro o fuera de la oficina.

La gestión y el mapeo de procesos de negocios se manejan en nuestro CRM interno, y estamos muy satisfechos. Medimos las métricas de ventas y operaciones muy fácilmente siendo capaces de obtener una visión globalizada de nuestra compañía.

SugarCRM review by Christopher M. W.
Christopher M. W.
Validated Reviewer
Verified Current User
Review Source

"SugarCRM CE - Powerful, but you gotta know what you're doing"

What do you like best?

We use SugarCRM CE companywide. From sales and marketing through product support and development.

What do you dislike?

Not at all intuitive, you really need to know how to get under the hood to get the most from SugarCRM.

The separate modules (targets, leads, opportunities, contacts, and accounts) are independent so converting information from one level to the next is manual and often creates duplications of effort.

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

Ability to properly set up our prospecting and sales funnel workflows.

SugarCRM CE integrates with InBox25, our marketing automation system.

Accounts that are customers can also be managed in SugarCRM

SugarCRM review by Cameron S.
Cameron S.
Validated Reviewer
Verified Current User
Review Source

"Looks good, but falls flat"

What do you like best?

Sugar is a system that allows unique customization with the addition of modules, both prebuilt and customer made. It also allows the user to create leads automatically, as it ties into many of our "contact us" forms generated from our series of websites.

What do you dislike?

Because of the installation of custom modules, upgrading Sugar (without breaking it completely), is a development-level task. Gone are the days of simple upgrades; Sugar's Health Check is a complete fiasco. If you enjoy using custom modules and enjoy ease-of-upgrade, Sugar is not for you.

Recommendations to others considering the product

Don't

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

We are currently in the process of migrating to Microsoft Dynamics, which solves the problem of using Sugar. We have realized that the benefits offered by Sugar are far outweighed by its unwieldiness.

SugarCRM review by Kevin R.
Kevin R.
Validated Reviewer
Verified Current User
Review Source
Business partner of the vendor or vendor's competitor, not included in G2 Crowd scores.

"Easy to Use and Maintain"

What do you like best?

Sugar is extremely intuitive making it easy to learn and easy to use. Once you understand the basics about record layouts and navigation in any one module, those basics apply to all other data modules (e.g. Accounts, Contacts, Leads, Opportunities, Cases, and more). Also, most types of changes or enhancements to a Sugar system can be done through a "point and click" admin interface, which can be learned with no real technical background required. Among many very nice features compared to other CRM products I've worked with over the past 20+ years is the ability to create custom modules with the fields you want and the relationships with other modules that you want. Custom modules are created through the simple admin screens without any coding whatsoever.

What do you dislike?

The ability to add a third column in the main record layouts to take more advantage of screen space would be very helpful.

Recommendations to others considering the product

When evaluating Sugar, have someone familiar with Sugar show you how to set up some initial configuration to get a good sense for how easy it is to make changes in Sugar to meet your specific business requirements.

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

We have configured our Sugar system to fully support our sales processes including the ability to monitor sales opportunities and pipeline the way we want. Our sales reps now have a highly tailored CRM solution that helps them prioritize their activities and provides them with information to be more effective in their interactions with prospects and customers. Our Sugar system has greatly enhanced both efficiency and effectiveness resulting in noticeably improved business results.

SugarCRM review by Darijo M.
Darijo M.
Validated Reviewer
Verified Current User
Review Source

"CRM Market leader contender"

What do you like best?

The best thing about SugarCRM is the extent to which you can customize all functionality of the tool while still having great amount of features that are just "plug-and-play" and ready to use out-of-the-box.

Their Modular architecture makes it easier for end users to learn how to work with the tool because of the repetitive behaviors, forms, actions and layouts.

Sugarcrm customer service is great. Straightforward, knowledgeable and efficient are the best words to describe it.

What do you dislike?

The fact that some parts of the tool are still charged by quite an old codebase that could use some serious upgrades and redesigns.

Antique Email client that doesn't really work well with 50+ users and email accounts associated to a user is one of those things. I get a small headache every time I have to open it and configure an account.

On the bright side, Sugar team seems to be working on replacing the old legacy code with better and more modern solutions, which they did so far, but there is still much to do. It seems to be a slow but steady process.

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

Overview of the client behavior and satisfaction with our service.

Managing onboarding process of the clients.

improved Client engagement.

Managing Risks related to client behavior.

Customer Support.

Call center integration (inbound, outbound calls).

Internal process management.

Project Management.

SugarCRM review by Brett M.
Brett M.
Validated Reviewer
Verified Current User
Review Source

"Customizable CRM solutions should all be this easy"

What do you like best?

Simple interface for API calls allows us to customize how we interact with Sugar CRM and how it impacts other business systems.

I can simply see the work that I have in front of me and how we are planning to get the sales win regardless of the number of people that are involved int he sales cycle.

What do you dislike?

Screens can get clunky when trying to link Opportunities and contacts etc, but this is only a very minor issue.

The interface might look a little old and dated when you first start using it but it soon makes sense and flows relatively easily. Within no time you will be using it like a pro.

Recommendations to others considering the product

Use the API to interact with your SugarCRM instance to drive productivity in other parts of your business.

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

We include access to our customer portal via our contacts within Sugar as well as granting access to advanced features of our products based on access granted in Sugar CRM.

We also have trials to our products based on information that we store in SugarCRM so we can track the trial cycle as part of the sales cycle. We even have reminders to followup with customers a times through the trial phase.

The ability to add the fields are areas we need and then attach to them via the API allows us as an international business to span countries, time zones and many people and accurately contain and track all the data we need.

SugarCRM review by Andrew M.
Andrew M.
Validated Reviewer
Verified Current User
Review Source

"Sugar is one sweet CRM!"

What do you like best?

User friendly interface as well as integrations to plenty of third party apps. Everything is clearly organized and there is a fantastic support/sugar CRM community.

What do you dislike?

It can have a few annoying validation/token issues from time to time, requiring validation. It's not hard to fix however it can confuse the sales team.

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

We are using this as a point of integration with our own software. It allows us to further bridge the gap between marketing and sales.

Sugar has a very easy to configure connector to allow outside API and other integrations.

SugarCRM review by Jeremy A.
Jeremy A.
Validated Reviewer
Review Source

"basics covered, complicates execution"

What do you like best?

it seems to cover all necessary aspects to function

What do you dislike?

The actual application requires fully trained individuals to set up and build an appropriate utility for the company using it. While this appears 'out of the box useable', it quickly becomes prohibitively expensive for small companies to train one of their own to tailor the CRM. Of course, they don't know exactly what they want straight off of purchase, so initial setups are rarely accurate. Also, as a person tasked with managing the application, I am not an administrator, and have to try and manipulate the CRM third-hand.

Recommendations to others considering the product

Consider the costs of getting in-depth training on top of the initial costs of the CRM. Also evaluate if you can afford someone being a specialized role in CRM management as a part of their position.

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

This hasn't solved anything, since the utility has never met expectations projected by seller, and the company has literally ignored it. Trying to re-implement usage only meets resistance.

SugarCRM review by Kristján Geir M.
Kristján Geir M.
Validated Reviewer
Verified Current User
Review Source

"SugarCRM in an IT company: From purchasing dept to sales consultants"

What do you like best?

There are many, for example: Easy of use and how intuitive SugarCRM is. It is also very adaptable and customizable. We have been able to adjust it to fit our business needs. It comes with an awesome, free Outlook plugin that for some users enables them to almost never leave their mailbox. The mobile client is fast, feature rich, and very customizable.

What do you dislike?

Reporting tool could be better. It works ok for basic needs but it´s missing tools like line graphs, overlaying trend line/moving average, etc. Email module needs a makeover (but the great Outlook plugin makes up for most of it) and added features like ability to forward archived email.

Recommendations to others considering the product

Do a pilot in their cloud sandbox and get your feet wet that way. It´s easy and very likely that you´ll see quickly whether or not Sugar fits your needs.

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

Follow up on sale opportunities are solved with workflows (reminders, red banner once past Expected Close Date, etc). Scheduled reports assist the managers to be on top of their sales teams, as well. Giving our employees a 360 degree overview of the client as well as gathering most users into a single system. We sync our client list from our SAP system to provide correct information to our employees.

SugarCRM review by Hatim A.
Hatim A.
Validated Reviewer
Review Source

"Social CRM - SugarCRM"

What do you like best?

1) Simplicity of use

2) Mobile App

3) Technologies used

4) Product support

What do you dislike?

1) Really missing chat tool integrated ootb as they say social CRM

2) Only one standard theme as compared to multiple themes in 6.x

Recommendations to others considering the product

I personally recommend SugarCRM as I love its simplicity to use and setup the basic sales force automation. Use of latest technology also makes it one of the best choices among CRM professionals.

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

I love simplifying complicated sales processes used by companies using SugarCRM sales cycle. It also offers very comprehensive customer support solution with a combination of case module and inbound emails.

The simplicity of system configuration helped me save lot of time configuring the basic stuff and start implementing the process. Also, it offers very rich mobile app with an option to configure the fields, layouts, branding etc. which makes it even more worthy than its competitors.

SugarCRM review by Administrator in Management Consulting
Administrator in Management Consulting
Validated Reviewer
Review Source

"Quality CRM for business leaders"

What do you like best?

I particularly appreciate the ease of use. Compared to Salesforce, its quite clear that SugarCRM has customers as a priority. I enjoy the frankness with which the customer support responds to questions. I also appreciate the effort that Sugar CRM places on the ease of menu access and minimizing clicks. It is apparent that customers are the number one focus for Sugar CRM which is particularly refreshing given the ample resevoir of competitors offering more or less similar products to customers.

What do you dislike?

I dislike the cost basis for which SugarCRM charges. Given that they are a smaller provider, it would be nice if Sugar CRM reduced their price to better compete with other more established brands.

Recommendations to others considering the product

I WOULD RECOMMEND. Be aware of the cost basis, however. I would encourage folks to try them out and see if they are good fit.

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

I have used Sugar CRM in the past, however stopped using them due to the cost. I think the ease of access is truly a plus with regard to other CRMs such as salesforce. The main benefit is time savings relative to Salesforce. Keep up the good work folks!

SugarCRM review by Debbie H.
Debbie H.
Validated Reviewer
Verified Current User
Review Source

"Chief Admin Officer"

What do you like best?

Reporting, though I wish it was possible to schedule reports with a variable run time.

What do you dislike?

Customizing the mobile view requires extra work and is not intuitive.

Recommendations to others considering the product

We are a small company with an IT staff of one person. If you have more resources, this will be easier to set up and use.

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

Capturing interactions with leads and franchisees over time, plus holding franchisee data in one spot instead of separate spreadsheets. When employees will give up their spreadsheets, it saves time.

SugarCRM review by Administrator in International Trade and Development
Administrator in International Trade and Development
Validated Reviewer
Verified Current User
Review Source

"Daily use, but still waiting for some glitches to be evened out"

What do you like best?

I really like the interface and being able to choose my own dashboard. I think my company may use this software in a unique way in that often I am using one of the modules to "talk" to my co-workers and present them with assignments. Because of this, i like being able to update user profiles easily and adjust their permissions. Reporting is also fairly straight forward and easy to modify.

What do you dislike?

I am often the one inputting data, but the original source of that data is one of my colleagues. I would like a better way to record this. We are also currently working on a glitch that does not allow me to send emails straight out of Sugar to my contacts.

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

We are solving a lot of our reporting issues, it is nice to have one place to record all meetings, questions, events etc. in which the staff participate.

SugarCRM review by User in Internet
User in Internet
Validated Reviewer
Verified Current User
Review Source

"Sugar is hard to use!"

What do you like best?

I like that Sugar offers so many different features. I use it for CRM and publishing my daily newsletter to the website. I find it to be a fairly easy publishing tool.

What do you dislike?

I think Sugar is very difficult to use and clunky. So much of the functionality feels outdated and awkward. The email feature is not very good and hard to use. Overall, I have not enjoyed using this tool

Recommendations to others considering the product

I would not recommend Sugar. I do not enjoy using it. I use it on almost a daily basis and it seems like I am never able to do what I want or need to do without a great degree of difficulty. After using it for over a year, I still can't figure out basic features without wasting a lot of time and energy in the process. The email is hard to use - not nearly as good as Outlook or gmail. I do not recommend.

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

I use Sugar for CRM and marketing purposes. It does do what I need it to do - it's just a very difficult tool that I find challenging to use.

SugarCRM review by User in Financial Services
User in Financial Services
Validated Reviewer
Review Source

"Great CRM software that works well fo companies"

What do you like best?

This software has a great database, and features where you can schedule calls, send email, set up meetings, etc. One of the things I like best about this software is the free version because it is easily customizable by web developers to put in specific features. It is just as good or better than any CRM software. I have use it several times over my career.

What do you dislike?

Not much, it is a great CRM platform. I would use it again. It's easy to understand and once you get to use it a lot it only gets easier.

Recommendations to others considering the product

Try it out for a while and give it a genuine chance, you'll like it and get used to it rather quickly.

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

We have been able to maintain our rolodex really well and add recurring revenue to our business. Also, we are able to centralize all of our sales and sales contacts with the software which is great.

SugarCRM review by Administrator in Higher Education
Administrator in Higher Education
Validated Reviewer
Verified Current User
Review Source

"Review of SugarCRM -- ITHAKA Harbors"

What do you like best?

The ability to build and expand the capabilities and features of SugarCRM. Do not need to rely on the out-of-box features given. We can customize the processes, workflows and visibility based on our sales team's requests to help them track their opportunities and tracking of sales goals. It is an awesome tool to have in tracking and maintaining records.

What do you dislike?

I would not say that I dislike but not comfortable nor happy with the new workflow management (aka Process Author). It is not as "smooth" as to using the original workflow app -- Workflow Management. In version 7.8, Process Author was introduced and Workflow Management has gone away.

There are good items versus not so good items:

Good Items:

1. The ability to create workflow diagram that will assist in the work process.

2. To incorporate other parts of the workflow management into the diagram, such as Definition process, Email Templates and Business Rules.

Not So Good Items:

1. In the Business Rules, it is not flexible in the operator tools. Cannot use operator such as "like, include or exclude". Everything is not definite, there must be room for adjustment in its value.

2. In the Business Rules, not all fields are available to be used while setting up criteria. I am not sure if it focuses on the default fields given and some of the customized field but it does not give you any choice in using fields if it is customized in your criteria.

I know that it is a new feature and they are working out the "kinks". I have faith that it will become a very strong feature in Sugar CRM once it is working properly. Looking forward to that.

Recommendations to others considering the product

It is a good application to use for CRM. Managing and tracking of records within this app is great and you will love it. This application works well with other application that can be integrated such as Riva for email integration.

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

As mentioned above, the Process Author (new Workflow Management). I think it will be a great feature but they need to work out some of the issues that it contain right now.

SugarCRM review by Erica R.
Erica R.
Validated Reviewer
Review Source

"Sugar Admin - Love the Flexibility!"

What do you like best?

The ability to customize this software to meet our various departmental requirements is amazing! I have worked with other CRM software in the past and have found Sugar to be the best yet. Also, the documentation and support available online have been so useful in troubleshooting any minor issues.

What do you dislike?

There are some "glitches" in the search function.. I'm sure that I can review the documentation to find a solution, but for the time being we are finding that too many results appear when searching and it is difficult to narrow down without going into each module.

Recommendations to others considering the product

Take the time to read through the available documentation, and also participate in as many webinars as possible. The website has a directory of previous "hot topics" videos that can help you explore different functions and possibilities.

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

Visibility across lines of business was poor prior to Sugar implementation. With this software we are able to view which services each account is currently using and therefore identify any opportunities to cross-sell. We have also been able to streamline lead generation and qualification; resulting in more contracts being created.

SugarCRM review by Administrator in Information Technology and Services
Administrator in Information Technology and Services
Validated Reviewer
Verified Current User
Review Source

"SugarCRM is a business lifesaver!"

What do you like best?

The customization makes it perfectly moldable for my company and it can be done in house. Fantastic tool for all departments from sales to marketing to customer support

What do you dislike?

Some of the automatic workflows are a bit more clunky in lower versions and the email campaign engine lacks ease of use.

Recommendations to others considering the product

The flexibility and customizations available to you and your team will make your lives so much easier! SugarCRM is a seamless addition to your current software.

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

The problem of a data loss when an employee leaves doesn't happen anymore. We have client history all in one place and it saves time and money. Having this info also helps us hold more meaningful engagements with our clients.

SugarCRM review by John B.
John B.
Validated Reviewer
Verified Current User
Review Source

"Great configuration and customization abilities"

What do you like best?

The ease of system configuration and having the ability to customize the product to meet my clients' needs.

What do you dislike?

Inability to view parent records from a child record without leaving the child record view.

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

I solve a number of business problems for multiple clients, but in general, taking a qualified lead and shepherding it through to a completed sale.

SugarCRM review by Administrator
Administrator
Validated Reviewer
Review Source

"Could use better integrations"

What do you like best?

Everything is simplified. It's pretty intuitive, so there's no worry about "understanding" the product. The reporting features are also very in depth, and there have been very few times, if any, that I wasn't able to get the data set I needed out of it.

What do you dislike?

There are many ways to do one thing, so it's a little difficult to onboard new users when you have to show them a multitude of ways to get the desired end result.

Recommendations to others considering the product

Be sure SugarCRM integrates with all of your other systems. We have had a lot of trouble integrating with Marketo, and are looking to hire a third-party company to handle the integration for us.

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

It helps us tremendously with organizing and documentation all information we have on our clients, and using that information when upselling or handling customer support cases.

SugarCRM review by Nimit M.
Nimit M.
Validated Reviewer
Review Source

"Great features, but could do so much more to make it better "

What do you like best?

Sugar CRM has been a great tool for logging daily sales activities. The ease of use and a simple interface allows for quick navigation and saves time, which can be put into working on other important business functions.

What do you dislike?

Integration with other 3rd party platforms isn't as flawless as you'd expect it to be.

Recommendations to others considering the product

It's a great tool to begin with. But the real power can be unlocked by integrating with 3rd party automation software

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

Apart from logging sales activities and analyzing data to improve process, Sugar CRM has been a great tool for executing quick and highly customizable email campaigns.

SugarCRM review by Philippa G.
Philippa G.
Validated Reviewer
Verified Current User
Review Source

"Highly customisable, easy to implement"

What do you like best?

Easily tailored to any industry, and very quick to deploy. MInimum set up time, and users find it easy to use without much training as it is so intuitive.

What do you dislike?

Inability to change colors of screens - this seems like a small thing, but it often gets asked by end users.

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

Easily track sales from inception to closure; monitor all communications with clients and prospects alike; very quick management reporting.

SugarCRM review by Industry Analyst / Tech Writer in Information Technology and Services
Industry Analyst / Tech Writer in Information Technology and Services
Validated Reviewer
Verified Current User
Review Source

"SugarCRM Recommendations"

What do you like best?

I have always found sugarCRM to be a very valuable and great product. Its better than its competitors today as it provides you the best solution at much lower cost than most of its competitors. I can see bright future of sugarcrm as it provides more intelligent solutions.

What do you dislike?

Where sugarCRM has its strengths, Obviously there will be few drawbacks as well. Therefore I would like to highlighted that the biggest drawback of sugarCRM is that it doesn't provide solutions to its customers in time. Customers will have to wait for the solutions for weeks, months or even years.

Recommendations to others considering the product

sugarcrm is a one to many solution to your problems

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

SugarCRM is a great application and I have always found it providing great solutions to customers at low cost than its competitors.

SugarCRM review by Administrator in Computer Software
Administrator in Computer Software
Validated Reviewer
Verified Current User
Review Source

"Not Intuitive for new CRM users & Admin"

What do you like best?

The ability to export data directly from a module, but you could only export 1000 at a time.

What do you dislike?

Importing data was very difficult. I don't like how a lead converted to a contact, account, and opportunity remained as a separate object instead of funneling relevant information like notes into the contact directly. Reports are not powerful. A large portion of my help desk requests resulted in needing a 3rd party partner for customization or ended up on a feature enhancement list.

Recommendations to others considering the product

It is great for a low budget CRM but it isn't easy to use for non technical people.

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

It was a fine CRM system for us at the beginning but there aren't many native integrations with other tools like marketing automation or lead prospecting. So as we grow, we need more functionality that doesn't require 3rd party customization partners.

SugarCRM review by User in Computer Software
User in Computer Software
Validated Reviewer
Verified Current User
Review Source

"Have been working every day in SugarCRM for about 2 years now."

What do you like best?

It's fairly easy to use. The reporting shows accuracy as well. The company I am with has integrated SugarCRM with our marketing automation tool, Marketo. It's nice to have the communication between the two and know that all our activities in Marketo are being tracked back to the CRM.

What do you dislike?

When integrating SugarCRM with Marketo, we found it very difficult to get them to communicate together. The process was very long. As I know this could also have to do with the fact that Marketo has been created to integrate primarily with SalesForce, we were hoping the process could have been a tad easier.

Recommendations to others considering the product

I would double-check if the CRM is compatible with any other tools you would like to integrate it with.

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

We are currently trying to track MQL within SugarCRM. This is an education process with our Sales Team as well as trying to create the correct custom fields within SugarCRM so that we can find these MQLs. So far the CRM has been great in helping us track these leads through the custom fields.

SugarCRM review by User in Information Technology and Services
User in Information Technology and Services
Validated Reviewer
Verified Current User
Review Source

"SugarCRM"

What do you like best?

SugarCRM helps to manage and monitor customer information, drive sales leads, sort out client requests and carry out additional sales and marketing functions.

Great to derive insights about the leads/accounts in creating informed business decisions.

SugarCRM can be accessed by mobile devices as it has the facility to enter prospect details seamlessly on a mobile device and can also be linked with a number of third-party applications.

What do you dislike?

SugarCRM lack a lot CRM features and functions as compared to commercial on-demand CRM software systems in the market

Recommendations to others considering the product

The UI/functionalities are to keep in mind, given the nature of the source. It can be customized as per the needs.

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

Analytics to derive insights into strengthening the sales pipeline

SugarCRM review by Administrator in Marketing and Advertising
Administrator in Marketing and Advertising
Validated Reviewer
Verified Current User
Review Source

"One Of The Most Valuable Pieces of Software I Use"

What do you like best?

I am using the open source version of SugarCRM, SuiteCRM. I love that I can modify it to look, feel, work however I want it to. And, it allows my clients to log in to see the status of leads they submit to me.

What do you dislike?

I would like the latest version to have the old style themes available.

Recommendations to others considering the product

When installing, make sure to set the file permissions correctly before running the install. Just Google "SugarCRM SuiteCRM file permissions".

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

SugarCRM/SuiteCRM provides the easiest and most efficient way for me to report the status of marketing leads submitted to me from clients, so that they now exactly how much money they are making on our campaigns.

SugarCRM review by Eric K.
Eric K.
Validated Reviewer
Verified Current User
Review Source

"Sugar CRM"

What do you like best?

It is easy to use. The CRM itself is fairly bare bones and direct, or at least that's how we have it set up. It is very easy to use and fairly intuitive.

What do you dislike?

Depending on the browser being used it can be buggy

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

We use it to keep track of our active client base. We keep touchbase notes inside as well as any relevant information that needs to be shared cross departments.

SugarCRM review by Thomas C.
Thomas C.
Validated Reviewer
Review Source

"Great for larger companies"

What do you like best?

Sugar crm is very customizable. Depending on your needs the reps can implement any number of back end tie ins for you.

What do you dislike?

The starting cost and user cost is very high. The company I was with had about 55 employees at the time and the implementation was well into five figures. Not including the per user monthly fees.

Recommendations to others considering the product

Loved it, but it came at a huge cost.

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

Sugar crm was able to help out the warehouse with order fulfillment. They were able to help out the qc department with reporting common issues in all skus sold. The sales team was able to set reminders and qualify any leads that came in via phone or email. And as the sales manager I was able to delegate and keep track of sales all through sugar crm!

SugarCRM review by Keri D.
Keri D.
Validated Reviewer
Verified Current User
Review Source

"Great experience"

What do you like best?

Customer support team has been very responsive to my specific questions

What do you dislike?

Some of the things I want to do require too much customization (development time).

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

Provides one place to manage all of our contacts and business activities. We have been able to do a better job at tracking our leads and planning for future business

SugarCRM review by Charlie C.
Charlie C.
Validated Reviewer
Verified Current User
Review Source

"User experience with Sugar CRM"

What do you like best?

The user interface is quite simple to interact with. Adds tremendous value whenever you need to coordinate your sales activities and plan follow ups together with visibility of your prospects, accounts, opportunities and pipelines.

What do you dislike?

Reports can be not as friendly as they are supposed to be

Recommendations to others considering the product

Would recommend it to anyone that wants to add more control into their sales cycles and sales plan.

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

Pipeline creation and thorough follow up to increase your sales and enhance your sales procedures.

SugarCRM review by User in Human Resources
User in Human Resources
Validated Reviewer
Verified Current User
Review Source

"Clunnky, glitchy, gets the job done"

What do you like best?

It's fairly cheap. It gets the job done/

What do you dislike?

Reports are terrible. It's cumbersome how long it takes to input information (you can't input information from clicking within a cell).

Visually it's very busy. There aren't a whole lot of integrations with calling apps or other sales tools. It requires more technical skill than I'd like to build out those integrations.

Recommendations to others considering the product

It's very basic...don't expect to wow your sales reps or help them be more efficient. It'll suck time and energy out of their day with frustrating update user experience

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

Tracking sales opps

SugarCRM review by Aaron B.
Aaron B.
Validated Reviewer
Verified Current User
Review Source

"Flexible, Effective, but Subpar UX"

What do you like best?

Platform is dependable and open for customization and integration

What do you dislike?

The UI is not very intuitive. Some basic UX patterns and standards are lacking, making it more difficult to get fully comfortable using it.

Recommendations to others considering the product

Very open/customization... proceed with caution as to not make a mess of your data. Be patient with the user experience.

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

Sales force automation, marketing ROI, partner channel management

SugarCRM review by Joseph M. (Michael) L.
Joseph M. (Michael) L.
Validated Reviewer
Review Source

"Short Changed?"

What do you like best?

The standard that everyone says - it is a great tool for the sales force. We area learning more each day on its benefits.

What do you dislike?

I have to turn around and purchase the business card app,

then I have to turn around and purchase the Call Tracker.

What will be next?

Recommendations to others considering the product

I feel this software has potential to help our company. We have not fully launched it yet, so the jury is still out.

I

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

The organizational benefit for our sales force is exciting to watch them grow with the program.

It is giving the sales force more time to do their job.

It is looking to be a very good organizational tool for them.

SugarCRM review by User in Information Technology and Services
User in Information Technology and Services
Validated Reviewer
Verified Current User
Review Source

"SugarCRM does it’s job "

What do you like best?

My initial SugarCRM thoughts and experiences.

What do you dislike?

The fact that if you’re on an account the taps up top such as opportunity contacts or evening else don’t remain on that particular Record

Recommendations to others considering the product

Tie in all take to the record being viewed. At options to default clicking into an area but opening it up in a separate tab like salesforce.

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

The business problems that are being addressed is having a database management not only our sales team but also our implementation and support representative’s. We are benefiting from its initial lower cost than other platforms available out there.

SugarCRM review by Consultant in Information Technology and Services
Consultant in Information Technology and Services
Validated Reviewer
Verified Current User
Review Source

"Complete solution for Marketing, Sales and Support"

What do you like best?

I have never seen such a flexible application with can interact and integrate with multiple other applications. It has complete Marketing, Sales and Support feature which is sufficient for any company to start with. They can modify the functionalities implement their business workflows.

What do you dislike?

It is cheaper and having many child products created from its community edition are available in the market now. But they still can't match the core features of SugarCRM and lack of functionality, workflow, and other standard features.

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

We are solving Sales, Marketing, and Support business problem of our customer by implementing SugarCRM as a solution.

SugarCRM review by Brett Z.
Brett Z.
Validated Reviewer
Review Source

"Customization to meet your business needs"

What do you like best?

The ability to customize the software has been key for our business. The software provides numerous ways to customize it so that you can really fine tune it to meet your business needs.

What do you dislike?

The cost of the per user licensing has prevented us from giving everyone access to the system. We would like for the information to be available to everyone but it is too costly for us to pay for licenses for those users who would only need access once or twice a month.

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

We have customized SugarCRM to act as our order management and invoicing solution. This has simplified processes for our users because they can now find all information on a customer, including their orders, in the one system.

SugarCRM review by Tony V.
Tony V.
Validated Reviewer
Review Source

"Most adaptable CRM I've ever used"

What do you like best?

SugarCRM integrates basically with any other service you want to use it with: Salesforce, MailChimp, Constant Contact, you name it!

What do you dislike?

It's UX is not the best, as it looks like a really old software interface. I would love to see some improvement on that side.

Recommendations to others considering the product

Use it if you know how to do integrations, or have someone in charge of development and programming who knows how to integrate your platforms with this CRM.

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

Contacting customers, adding follow-up tasks and redirecting them to an email drip campaign for nurturing.

SugarCRM review by Administrator in Information Technology and Services
Administrator in Information Technology and Services
Validated Reviewer
Review Source

"SugarCRM Review"

What do you like best?

This is a great product if you are just starting your business and can not afford Salesforce.com or if you do not need all the fancy things that Salesforce.com can accomplish. You are able to create reports and monitor your sales and monitor your salesforce. If you are looking for a system that is not as expensive as Salesforce.com and you need to keep track of your sales info. and you are not a very large organization then this should be the product for you. SugarCRM still has many great features you are able to do the major email rollouts to clients and be able to track all of your information so that you can remember your last call, your last conversation, your last email, etc. Still a great little product for those who do not require a lot.

What do you dislike?

It is very basic. Not sure I like or dislike. I have used SugarCRM for many years. I have also used Salesforce.com and other CRM tools in the past. What I do not like is how far behind SugarCRM is to Salesforce.com. Salesforce has managed to highlight on system intergrations and SugarCRM requires more work to get things to work together.

Recommendations to others considering the product

It all depends on how large you are and what your believe your company needs. If you are looking for something that will truly work seemlessly with other products then I would recommend salesforce.com not Sugar. But if you are a smaller size company and you don't need all the integration that most larger companies need then SugarCRM is a great tool for your requirements.

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

Sales problems for our sales reps. Getting them to enter data and keep track of our clients and new business information to have the sales process reviewed and followed to see if they are actually working on the right types of clients to go after to see the communication of emails and reports generated and review the pipeline of our sales reps.

SugarCRM review by Consultant in Computer Software
Consultant in Computer Software
Validated Reviewer
Verified Current User
Review Source

"CRM Consultant"

What do you like best?

Ease of Use and ability to run a sales meeting off the Opportunities List - no paper, easy for sales people to speak to their opportunities with little to no prep - Efficient and action oriented.

What do you dislike?

Some latency in Studio in 7.8 but seems better lately; the inability for records to display in 3 column instead of 2 (without dev);

Recommendations to others considering the product

Focus on value. Focus on the ability of a CRM to be customized to your business processes. Take into consideration products you use that can be integrated the best with Sugar.

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

Automating the sales cycle and post-sales support - using customer journey and advanced workflow to increase visibility and enable a much more productive process.

SugarCRM review by Administrator in Marketing and Advertising
Administrator in Marketing and Advertising
Validated Reviewer
Verified Current User
Review Source

"SugarCRM from admin view"

What do you like best?

You can self host it, but other than that I've seen more impressive tools out there. Cost wise is pretty fair.

What do you dislike?

It just feels clunky, slow, makes you jump hoops to get things accomplished. Integrations are typically not really useful which is key to success.

Recommendations to others considering the product

Make sure you check out the competitors and really evaluate WHY you need a CRM tool. There are others out there around the same price that will accomplish just as much if not more.

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

We try to solve a problem of one record for our customers. In general this is accomplished, but I think any CRM would do this. Im now struggling on getting nicer automations, automated clean emails, tracking on this etc...without integrating with many other tools

SugarCRM review by Administrator in Environmental Services
Administrator in Environmental Services
Validated Reviewer
Verified Current User
Review Source

"Fairly intuitive and great customization"

What do you like best?

I like the user experience of the interface. I think it's intuitive for the most part. The integration with Quickbooks has been key for us.

What do you dislike?

No software can do everything you want, but I do wish that there was a way to quote or build opportunities from the leads module.

Also, you cannot use the Quotes module from the mobile app, which is disappointing for our sales team in the field.

Recommendations to others considering the product

If you don't need something as huge and robust as SalesForce, this is the way to go. It's got plenty of features and integrations.

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

We were not fully using a CRM in our small business, so we are solving the problems of no traceable communication, reporting, or customer info all in one place. We also had no way to manage our email databases.

SugarCRM review by Sara S.
Sara S.
Validated Reviewer
Verified Current User
Review Source

"Gets the job done "

What do you like best?

Ease of use for day to day and also training purposes for new employees

What do you dislike?

Issues that take a while to fix because it is a custom software

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

We are keeping all data in one place and we are able to use this system across all departments of our business. We have realized that this is keeping our business organized

SugarCRM review by User in Hospital & Health Care
User in Hospital & Health Care
Validated Reviewer
Verified Current User
Review Source

"Sugar Review"

What do you like best?

Sugar is how our mental health company tracks and bills out to Medicaid. It is initiative and easy to pick up. It allows me to discribe what I did and how the client responded to these interventions in a sensible way.

What do you dislike?

As far as dislikes for sugar, it is fairly bare bones in terms of presentation and slots available to note the interaction with client. Would be nice to have sleeker perhaps more customizable interface.

Recommendations to others considering the product

If you want easy way to bill out clients, this is a nice product.

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

Sugar solves the problem of noting what times we are seeing clients and subsequently charging those to Medicaid. The benefits have been that the streamlined interface of Sugar makes billing out a painless task.

SugarCRM review by Ryan D.
Ryan D.
Validated Reviewer
Review Source

"The "glue" for our information architecture"

What do you like best?

Sugar allows us to house all our core data with REST API access and at the same time allowing non-technical staff to interact with that same data. This helps us avoid the overhead of IT having to constantly create access points to that data for staff as well as allowing us to create modular RESTful applications quickly.

What do you dislike?

Reporting is a constant struggle until you step into the enterprise level product.

Recommendations to others considering the product

Be prepared to train your staff to cover two key roles (the number of people in each role will depend on your side). You need someone who can play the role of Sugar Admin, this person will handle the massive amount of options and configuration items in Sugar, the data relationships, reports, automatic rules, etc. The other role is that you need your developers trained in how to interactive with the Sugar API and table structures, while the structures do make sense they are not simple in nature.

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

Sugar has allowed us to create a "single answer" for our data points. Prior to our integration we have the same data points in multiple systems which would eventually become out of sync. An indirect result being that our reporting got more accurate and a culture shift occurred where now staff are confident about the data they are looking at.

SugarCRM review by User in Information Technology and Services
User in Information Technology and Services
Validated Reviewer
Verified Current User
Review Source

"Good Tool for managing project items"

What do you like best?

Ability to customize dashlets and dashboard content for my specific needs of the job.

What do you dislike?

The customization of columns does not save - very irritating that the 'canned' layouts are not what I like but each time I apply my query I have to first modify my column layout and size - they are not resizable in view mode.

Recommendations to others considering the product

Design it well since customizations are billed extra after you implement or buy it as in-house server-based so you control the design w/o extra charge.

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

Not solving problems (my personal duty) - we use it company wide for trouble tickets (Technical Support) as well as Project Management (Implementation) and Training. It's nice to report on statuses and assignments easily through resolution.

SugarCRM review by User in Translation and Localization
User in Translation and Localization
Validated Reviewer
Verified Current User
Review Source

"Takes work to customize, but you can really make it your own"

What do you like best?

I used Sugar as a sales rep in a real estate company, so I didn't have a lot to do with the building-out phase. Still, I think what I liked most was that the directors were able to really customize everything, even down to the actual words used for a "closed" deal or a "warm lead" -- they could use whatever nicknames and lingo they wanted. That made it so much easier to use the software within the context of the company.

What do you dislike?

It seemed that there were times that we really needed to make changes to the way Sugar was being implemented, but the directors weren't able to because they didn't have the necessary tech knowledge. That could be said for other CRM's as well, but I think it was a particularly acute issue with Sugar.

Recommendations to others considering the product

The #1 recommendation is to be prepared to spend some time -- and possibly money -- building it out and customizing it to fit your exact needs.

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

SugarCRM helped me keep track of a very busy client list during Chicago's high-season for apartment rentals. We had dozens of leads coming in and out on an hourly basis from several different sources, and each one was looking for a different type of apartment in a different neighborhood at a different price point. SugarCRM gave as the tools to keep it all straight.

SugarCRM review by marybeth g.
marybeth g.
Validated Reviewer
Verified Current User
Review Source

"Sugar users"

What do you like best?

the ease of the menu to use and the ability to enter contacts

What do you dislike?

reports are not easy to generate unless you know where everything is located

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

no issues and the benefit is that our sales team know how to use it and do use it

SugarCRM review by Administrator in Professional Training & Coaching
Administrator in Professional Training & Coaching
Validated Reviewer
Review Source

"A great innovative robust crm system"

What do you like best?

Its very easy to develop, there are a lot of support docs on the portal. The support via email/web portal/live session is great, although

The training videos and sugar university is a great feature.

The Studio is an easy tool for non coders to develop, and fine tune the system.

The language choice is great, we were searching a lot for native hungarian crm system, which speaks hungarian out of the box. Great mobile app, although blackberry is not supported as with predecessor iextensions it was. Super import - export possibilities.

What do you dislike?

There are a lot of security issues, latest elasticsearch version is not suppo