SugarCRM

SugarCRM

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3.2 out of 5 stars
55 6.4 / 10
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An open-source CRM, Sugar 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 Reviews (55)

First off, you can't beat the price. Secondly, the open source CRM can be customized easily right out-of-the-box. Furthermore, if you're willing to shell out a little... Read More
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Cristi H.
Administrator in Marketing and Advertising
That is it web based allowing me easy access from home and work. The full view of the account, contact and lead, making everything view-able. The fact that it has... Read More
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Ivana B.
User in Computer Software
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Using SugarCRM as a Partner and End User

What do you like best?

As a SugarCRM Partner and implementor the administration and configuration suite included in the software ("Studio") is intuitive and can accommodate the most commonly requested configurations. Many implementations can be handled via Studio without custom coding and developers have some flexibility to program more particular requests under the hood. The reporting tool is user friendly and provides users with different flavors to meet basic reporting queries and more illustrative charting. Salesforce users will find commonality in SugarCRM's reporting offerings.

What do you dislike?

Despite the usability overhaul in in SugarCRM's most recent version 7, Web-to-Lead forms continue to be sub-par in terms of ease of use and flexibility. Customers can create bare-bone and simple lead forms rather quickly but even modest aesthetics can be more time consuming than it's worth. Customers can always defer the burden to their SugarCRM partner, or even propose a solution outside of SugarCRM's native Web-to-Lead feature.

Plugins and integrations are still immature - again customers should hope to look for ideas and honesty when presenting integration requirements for their CRM.

What business problems are you solving? What benefits have you realized?

From an end user standpoint experienced in multiple CRMs, usability and ease of use SugarCRM is a worthy contender alongside more expensive solutions like Salesforce. SugarCRM's UI lends itself to dashboarding and reporting, and pays attention to recent software trends, e.g. version 7's new Activity Tracker which emulates 365's Yammer.

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A Strong Alternative to the Much More Expensive Solutions

What do you like best?

SugarCRM offers multiple levels of functionality - with the free (open source) version still be incredibly useful to most small and medium businesses. The product has matured a lot of the last 8 years (the length or our time using it) and is feature comparable to the more expensive alternatives.

I like the fact that it can be deployed on site allowing for extra flexibility with integration to other systems.

The customer support team is strong.

What do you dislike?

The eco-system around the product while substantial is not as large as the big players, and thus we often end up creating our own integrations, or functional enhancements.

Recommendations to others considering the product

Any CRM deployment will fail without the proper care and feeding. So if you are considering SugarCRM - or any other CRM - make sure you have a person dedicated to making certain the operational processes are defined before deployment, and that once deployed followed and adjusted as necessary.

What business problems are you solving? What benefits have you realized?

This is our core CRM - it's a business critical application. All sales, marketing and customer success is processed in this system.

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SugarCRM Review

What do you like best?

Open source format that allows you to find multiple avenues for support and customization. Ability for users to customize layout/look of their Sugar instance. Lots of training videos/forums to look at for help and ideas. Ability to create a "Sandbox" that allows you to use your current data to create workflows/layouts/etc. without worrying about breaking the live version.

What do you dislike?

sorting list - unable click indiv. pages

Recommendations to others considering the product

Make sure you have a team involved. When we purchased this software, one person headed it up and made all the decisions. Other admins were set up, but were not included in the implementation and when the original administrator left, it was very difficult to wrap our arms around how it all worked.

What business problems are you solving? What benefits have you realized?

They system allows us to track opportunities and keep communication in one location versus multiple e-mails. I feel we can use it even more to become more efficient - just takes time and commitment.

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Administrator in Recreational Facilities and Services - SugarCRM Review Author
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As a developer I think SugarCRM is a failrly OK solution

What do you like best?

Customisation ability in all existing modules, as well as ability to create your own modules. Also, page layouts are pretty custom.

What do you dislike?

Lack of normal logic in the database, i.e. table relations are unclean, lots of duplicate links between beans, controversial naming standards in different tables, lots of unused standard fields that should have been created as removable. The overall performance is also not so great. Really hard to work out something more or less complex when it comes to integration - the REST API is sketchy and poorly documented. Some necessary functions don't work on its later versions, so I had to use the older one which is 1.2 - and that, in turn, lacked some of the newer features I may have needed.

Recommendations to others considering the product

This may be your solution if you haven't found anything better and you don't want to code your custom CRM. We decided to go option #2.

What business problems are you solving? What benefits have you realized?

Creating an integrational layer between SugarCRM and a local production database. That includes lots of things, like phone call sync, email sync, lead input etc.

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Administrator in Electrical/Electronic Manufacturing - SugarCRM Review Author
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For a low budget option, it's pretty great

What do you like best?

It's intuitive, and the UI is decent. On SFDC, there is too much going on. SugarCRM has nice organization, and it's easy to navigate. We haven't used every module, but it looks to be something that could overwrite our marketing campaign software if it grows a bit. Importing is pretty easy, too.

What do you dislike?

By far, the speed. Sugar comes to a crawl intermittently, and without rhyme or reason. I don't care for how much work we've had to put into it, such as elastic search, and ad hoc speed fixes... integrating Sugar to other databases also has so many points for failure - we require a team of engineers just in case things go down.

Recommendations to others considering the product

Dollar for dollar, it's better than Oracle's Insight CRM and SFDC, though if you have deeper pockets and just want things to work, I'd go with one of the more costly options.

What business problems are you solving? What benefits have you realized?

Account management, workflow tasking, importing and updating large amounts of data, without much database experience.

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