4 / 5 179 reviews

Who Uses This Software?

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

Average Ratings

179 reviews
  • 4 / 5
  • 3.5 / 5
    Ease of Use
  • 4 / 5
    Customer Service
  • 3.5 / 5
  • 4 / 5
    Value for Money

Product Details

  • Starting Price
  • Free Version
  • Deployment
    Installed - Mac
    Installed - Windows
    Mobile - Android Native
  • Training
    In Person
    Live Online
  • Support
    24/7 (Live Rep)
    Business Hours

Vendor Details

  • SugarCRM
  • Founded 2004

About This Software

SugarCRM enables businesses to create extraordinary customer relationships with the most innovative, flexible and affordable CRM solution in the market. The company uniquely places the individual at the center of its solutionhelping businesses transform the customer experience and enable highly personalized interactions that drive customer excellence and loyalty throughout the entire customer lifecycle.

  • Activity Management
  • Activity Tracking
  • Appointment Management
  • Call Logging
  • Call Management
  • Campaign Management
  • Cataloging / Categorization
  • Channel Management
  • Commission Management
  • Contact History
  • Contact Import/Export
  • Contact Management
  • Contract Management
  • Customer Database
  • Customer Pipeline
  • Customer Service Analytics
  • Customer Support
  • Customer Support Tracking
  • Customer Survey Creation
  • Document Management
  • Email Marketing
  • Email Response Control
  • FAQ
  • Field Sales Management
  • Group Management
  • Interaction Tracking
  • Knowledge Management
  • Lead Capture
  • Lead Distribution
  • Lead Management
  • Lead Nurturing
  • Lead Scoring
  • Lead Segmentation
  • List Management
  • Live Chat
  • Marketing Automation
  • Opportunity Management
  • Performance Metrics
  • Pipeline Management
  • Product Catalog
  • Project Management
  • Proposal Generation
  • Prospecting Tools
  • Quotes / Proposals
  • Referral Tracking
  • Request Escalation
  • Routing
  • Sales Forecasting
  • Sales Pipeline Management
  • Search
  • Search / Filter
  • Self Service Portal
  • Shared Contacts
  • Source Tracking
  • Subscription Services
  • Survey Management
  • Territory Management
  • Workflow Management
  • XML / RSS

SugarCRM Latest Reviews

Automatically translated. Show original review

SugarCRM Review - Walz Scale

3 / 5
Ease of Use
2 / 5
Features & Functionality
2 / 5
Customer Support
3 / 5
Value for Money

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

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

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

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SugarCRM Enterprise Analysis

2 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money

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

Pros: Studio (when it works)
Open source flexibility

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