SugarCRM
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SugarCRM

66 ratings
3.2 out of 5 stars
626.410
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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.

SugarCRM Reviews (62 reviews)

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  • 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
    0 nfyu8tmlvrmlq6iq9g7p8g73vgypn tq95e18gxteze wf5n43u8aci7u1puckp4vxyt753p0frr
    Ivana B.
    User in Computer Software
G2 Crowd User: Anonymous
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The best CRM we've used so far.

What do you like best?

We recently shifted to SugarCRM from a similar program with fewer capabilities and could not be more pleased with it. It has allowed our small office to streamline so many processes, and has helped all of our employees and recruiters be on the same page during various campaigns. In the past we primarily used spreadsheets to track contracts, which left a lot of room for human error. SugarCRM allows multiple users to access information without accidentally screwing it up. My experience on the admin side is minimal, but as a frequent user, I am quite pleased with the capabilities.

What do you dislike?

There is a bit of a learning curve for users in the beginning. The layout is not exactly intuitive, which may be partly due to how our office has it set up. It can be a little frustrating to navigate at first, and the terminology takes a bit of getting used to (Contacts, Contracts, Leads, Opportunities, etc).

Recommendations to others considering the product

Check out all of the different ways you can customize SugarCRM and integrate other programs. We have our entire phone system set up through it and it has been fantastic for keeping track of client communications.

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

We are a small business, and our employees are very team-oriented. We all back each other up. SugarCRM has made this even easier, we all have access to the same data and are able to track history with clients (phone call, email history, etc) so anyone can pick up where the last person left off.

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G2 Crowd User: Anonymous
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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,...

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? 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.

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G2 Crowd User: Johannsen Q.
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Exceptional scalability

What do you like best?

As an enterprise solutions consultant, we really like SugarCRM's ability to scale up and down. Given it's open source nature, it is very customizable unlike any other. We have customized SugarCRM at various levels that other CRM platforms is not capable of or too much expensive to do. We also like the support from its wide community of end users and developers. It's community page also allows to put in your ideas on how to improve SugarCRM and these guys take these things very seriously! Another great thing we really like about SugarCRM is it's fast and clear product development roadmap.

In terms of usability, it's user interface allows users to navigate and go through things very easily and gets the job done in minimum number of keystrokes.

What do you dislike?

SugarCRM's fast development road map is kind of a love and hate thing. The product evolves so fast that sometimes it is hard to keep up. Of course you have the freedom of choice to stay in your current version.

Recommendations to others considering the product

If you are looking for an enterprise grade CRM application that gives you total freedom and ability to scale up ver yquickly, then SugarCRM is the way to go.

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

SugarCRM is our core business application. This is the control hub of our day to day operations and we have integrated other applications with it to streamline our processes.

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G2 Crowd User: Rusty W.
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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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G2 Crowd User: Samantha A.
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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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