Sugar SellUsed by 72% Professionals

Sugar Sell Reviews

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3.8

/5

(Alternatives.co rating)
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Sugar Sell is a cloud-based intelligent sales automation that builds extraordinary customer relationships. With Sugar Sell, you can accelerate your deals, get top-notch business-critical predictions, and much more, backed by AI-powered lead conversion, and Ideal Customer Profile (CIP), at no additional cost.

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G2
3.8
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Positive Comments
  • Austin O.R
    Review
    1.5

    Sugar Sell (formerly SugarCRM) has a wealth of features that any organization would want from a customer relationship management system. For starters, it allows users to easily find and organize leads or customers with a wide variety of options. I primarily use Sugar Sell as a recruiting administrator, and once I took the time to learn how the software works, I was able to master its robust search engine. It allows users to take detailed notes on a lead's location and contact information, as well as create unique recruitment profiles for each of them. This feature will enable recruiters in my department to add key details about a lead's employment history, such as the previous year's sales volume or the wound that makes them consider leaving their current employer. Sugar Sell also allows users to easily schedule future calls or emails with any lead within the system. These calls can even be created by one user and assigned to another, which is extremely handy for a department as hectic and with as high of a turnover rate as mine. Outside of leads, Sugar Sell allows users to create custom email templates that can not only be instantly sent to any lead with an email address on file but are also available to be used by anyone in the department. Sugar Sell also allows users to create customized reports, giving our organization's supervisors access to key data metrics, such as how many new leads my department sourced each quarter. Sugar Sell's report system allows users to create, edit, and run these reports quickly and even allows them to be saved for later use. Overall, Sugar Sell has a generous amount of features that streamline the process of organizing a company's data on its current and prospective customers. Despite the wealth of content it offers, Sugar Sell's user interface can often be unintuitive and frustrating. This is mainly because Sugar Sell was not designed for recruiting, though my organization forced my department to adopt it in the name of internal consistency. Sugar Sell has by far the most unintuitive user interface I have ever encountered in my time utilizing various software for Indoff, Inc.'s recruiting department. The most recurring problem concerns its lack of an automatic save function. It is downright laughable that a piece of professional software sold in 2022 still requires users to manually click a "Save" button every time they want to record their progress on anything within the program. While Sugar Sell does notify users before leaving a tab to click the "Save" button to prevent losing their progress, a far simpler solution would be to enable automatic saving. I understand that the intent is to prevent unintended changes to pre-existing leads, templates, etc. Still, more often than not, users attempting to change anything within Sugar Sell know precisely what they want to edit and do not need the reminder. Thus, the required manual saving is far more often a hindrance than not. The issue is made worse because the "Save" button is right next to the "Cancel" button, often causing users to delete all of the work they were attempting to save. This lack of automatic saving is even more baffling after having switched from my organization's previous CRM, Goldmine, which is an ancient piece of software that still saves a user's work automatically. The lack of other features that have been standard elsewhere for ages now, such as a dark mode, is also a glaring flaw. Furthermore, the process of migrating all of our organization's information from Goldmine to Sugar Sell was not seamless. Many leads and templates were either lost or changed beyond recognition in the transition between CRMs. They needed to be rebuilt from the ground up by my department, which took considerable time and focus away from other duties. If you are switching from something else to Sugar Sell, your mileage may vary, but do be wary of the possibility of issues like this coming up. Once migrated over, Sugar Sell's method of organizing these leads made it very difficult to simply manage them alphabetically, though we did eventually figure out how to do it. Furthermore, while Sugar Sell's flexible call and email scheduling options are appreciated, its calendars are not. Clicking anywhere on the calendar screen other than the month's numerical dates immediately defaults the calendar from the current year to the year 1900. I have no idea why their calendars go back that far, and it serves absolutely no purpose other than to frustrate users, and this happens to me every single day. Scheduling and assigning calls is often time-consuming in general, with basic functions requiring far more clicks than they ever did with Goldmine. Another questionable UI design is that, when scheduling a call, Sugar Sell sets the default status to "incoming" instead of "outgoing", which we need to manually change every single time. Why on earth scheduling a time for an incoming call is Sugar's default setting is beyond me. Once a call has been scheduled, Sugar Sell does offer a feature to remind users 30 minutes prior to the scheduled time, which can be useful, but for some reason, the feature is on by default when it really should not be. Once Sugar reminds you of an upcoming call, everything else in the browser is immediately frozen until the notification is dismissed, which often interrupts other work. As is tradition with Sugar Sell, this is a smart feature executed terribly, with zero regard for how their user interface interacts with users on a day-to-day basis. Also, once a list of calls or meetings has been made, users are required to manually move each individual call to another date when schedules change. The lack of a blanket "move all" feature for a list of calls or meetings seems like a no-brainer and is yet another feature that we enjoyed with Goldmine Often, users in my department are multitasking, so having to focus so much when simply scheduling a call can be frustrating. Overall, Sugar Sell's generous options are often offset by its baffling and user-unfriendly interface design choices. While I can't speak to its functionality with sales, I can safely say that after over a year of daily use, from a recruiting standpoint, using Sugar Sell has been a disappointing experience. I would advise an organization using Sugar Sell which may be considering expanding its use to other departments to think otherwise. If my department had the option to resume using Goldmine, we would happily return to it and never look back. I would consider other CRM options before going with Sugar Sell at all, particularly if you intend to use it for departments outside of sales. If you do adopt it, though, please be aware of the UI elements. In particular, remember to click "Save" as often as possible. Sugar Sell did not solve any problems within my department. It is simply a new CRM that essentially serves the same function as our previous software, Goldmine. That being said, Sugar Sell has some benefits unique to it that justify its existence. Its robust options for allowing users to organize, view, and edit information on an organization's customers are commendable. These unique options have proven highly beneficial to my department once we adjusted to the transition. However, Sugar Sell's clunky and archaic user-interface choices have been extremely frustrating. Because of how much of an overall downgrade Sugar Sell has been when compared to Goldmine, one could argue that it has actually created more problems than it has solved. Hi Austin, Thank you so much for taking the time to write such a thoughtful review. I've passed along your feedback regarding automatic saving, lead organization, calendar functionality and the general user interface, to our Product GM. If you'd like, we'd be happy to arrange a meeting with our product and leadership team to discuss your experience in more detail, and see if there are solutions we can help with to address these challenges? Please let me know, and I'll get something arranged. Thank you so much for your feedback! Sincerely, Aleighjean Traver Sr. Customer Marketing Manager

  • David-Alexandre K.Sales Excellence Manager
    Review
    4.5

    We appreciate Sugar Sell's flexibility and the ease with which it can adapt to our needs. We have been able to customize a lot of modules and fields to better adapt to our daily business. We have been using Sugar for 8 years and it has kept improving constantly. We are looking forward to the new features due for release this year, in particular the new user interface. There is very little to complain about. Since reporting is key to our daily activity, we would welcome more advanced reporting capabilities, such as the possibility to add more than just 1 data series to charts. Not all benefits are visible at once. Adoption from users is key. Train them well and give them time to learn how to make the best out of it, and you will be rewarded. Sugar Sell helps us have a 360 view of our business activity. We have 17 subsidiaries around the world and thanks to the CRM, we have been able to implement the same sales processes everywhere. We have gained better visibility on our business pipeline, our forecasts and above all we have greatly improved the quality of our customer database. Sugar Sell has become an invaluable daily tool for all our sales and marketing teams. Hi David-Alexandre, It seems like a lifetime has come and gone since I had the chance to speak with you at SugarConnection in Paris; I hope you're well. I enjoyed your virtual session with Stuart for SugarConnected EMEA immensely! Everyone at Sugar loves when a customer takes extra time to write such a thoughtful review. Thank you so much for your feedback! By the way, have you checked out SugarClub, yet? Maybe you could get additional value out of it. I've shared a link below, just in case. Stay well, AJ Traver Sr. Customer Marketing Manager, SugarCRM

  • Ronald v.CEO
    Review
    5.0

    We are a rapidly growing business that needed an intuitive IT platform to help us provide great customer service and mix technology with a human touch. The strong point of SugarCRM is a combination of the sugar platform, technology and professional solution-oriented developers. The willingness to understand our business nuances, and the ability to help us leverage SugarCRM technology to optimize customer relationships, has been invaluable. SugarCRM is very customizable enabling top-notch integration and synchronization between SAP B1, KOOMBA WMS, SugarCRM and SmartStore e-commerce. SugarCRM is continuously innovating. On the one hand, this fits in perfectly with our need for innovation and further professionalization of customer-oriented entrepreneurship. The counterpart is that critical building blocks in our (automation) architecture are allocated in a different license model. This is often a costly and time-consuming implementation process. For our development team and users. The challenge in every organization is processing data into information. The correct execution of interdependence actions and disclosure of information to various departments often forms the bottleneck in excellent customer service. SugarCRM helps us to better understand our customers by bringing cross lateral communication back to one platform. Administration is reduced to a single action and interdependence logical actions are automated. The latter, in particular, makes users embrace SugarCRM and view CRM as a valuable tool rather than an administrative burden.

Negative Comments
  • Eric F.Small-Business(50 or fewer emp.)
    Review
    0.5

    Sugar is highly customizable and allows for non out of the box solutions. The lack of customer service and willingness to assist in ANY way, shape, or form is somewhat unheard of to me. I have never seen a platform/service with lower standards. Additionally, Sugar is very dated and lacks a friendly user interface, therefore being a major turnoff to staff ease of use and adoption. If you are looking for a cheap CRM solution to manually enter data and store your data, Sugar could be an potential option for your company. But if you are looking for an automated, user friendly tool with good customer service, I highly.. highly.. highly.. recommend you look elsewhere. We utilize Sugar to help manage our relationships with influencers on a day-to-day basis. We track data points such as personal info, correspondence, event attendance, gifting and contracts, and non specific notes. This platform does help us organize everything in one software location, but as mentioned in previous statements, the UI is dated and unfriendly, the input of data is almost 100% manual, and staff shy away from using the tool due to Sugar's many issues. Hi Eric, thank you for providing us with feedback. We take our customers' reviews very seriously and use them to to help us improve. I'm sorry to hear you're not enjoying your experience with us. I'd love to assist you in having a more enjoyable experience. For example, seeing what version of Sugar you're running on and seeing if we can assist with an upgrade (I noticed the UI concerns and perhaps you're using one of our older or free CE editions that is no longer supported)? Or perhaps, getting you the resources and support you need to be successful. If you're interested, please reach out to me at mschneider@sugarcrm.com . I hope to hear from you. Sincerely, Martin

  • Verified User in Translation and LocalizationMid-Market(51-1000 emp.)
    Review
    1.0

    Its inexpensive but Definitely not like a more expensive CRM operates. The user interface feels a little bit unsophisticated, certain features and functions such as forecasting deal difficult to understand at first glance, and in general is just does not feel like a very sophisticated CRM like salesforce it gets the job done, but its definitely not my preferred product. It Is a decent CRM, but has most of the functionality that you would expect out of CRM, its just and it is a good value Definitely not like a more expensive CRM operates. The user interface feels a little bit unsophisticated, certain features and functions such as forecasting deal difficult to understand at first glance, and in general is just does not feel like a very sophisticated CRM like salesforce it gets the job done, but its definitely not my preferred product Its definitely a viable alternative to using other more expensive see arms like salesforce, it has plenty of features and functionality, but the user interface is just a little bit clunky feeling and not super intuitive. Using this for sales pipeline and forecasting. People enter their sales figures and forecast targets and we calculate quarterly sales on the basis of it.

  • Verified User in Marketing and AdvertisingSmall-Business(50 or fewer emp.)
    Review
    1.0

    There is not a lot that we like about Sugar - the only good thing you have is decent tech client service folks Not flexible, updates that reconfigure your system, inflexible pricing for small orgs, being tied to one partner we use the system to hol;d records - but its not intuative or flexible for other uses. We had set it up to use as afull CRM - but our templates did not transfer over when the system was upgraded Hi there, thank you for providing us with your feedback on your experience. We take our customers reviews very seriously and use them to help us improve. I'm sorry to hear you're not enjoying your experience with us and that your templates were not transferred over during an upgrade. I'd love to assist you in having a more enjoyable experience. For example, getting you the resources and support you need to be successful and assist with upgrades. If you're interested, please reach out to me at mschneider@sugarcrm.com. I hope to hear from you. Sincerely, Martin Schneider

GetApp
3.8
Top Comments by GetApp
Positive Comments
  • Mashudu Hilary M.Computer Software
    Review
    5.0

    Sugar CRM has been a great software for my business. Ever since I started using it, I have been able to manage and sort out organization structures easily. The way I deliver customer service and manage a relationship with them has changed for the better.

  • Mauro C.Information Technology and Services
    Review
    5.0

    Abbiamo utilizzato SugarCrm per 10 anni, per la gestione dei clienti, ma sopratutto per tenere traccia di tutte le attivit di vendita di ogni singolo cliente.

  • Anonymous ReviewerFinancial Services
    Review
    5.0

    Overall experience is amazing for a beginner and a great CRM platform to start working on with.

Negative Comments
  • Joe C.Retail
    Review
    1.0

    Not a good experience from my side personally. We went into partnership through Sugar for our CRM The Project was sent in its entirety to Fellow Consulting the so called Elite Partner before anything started for accurate examination and projected costs. Its now April 2018 ,11 months later we cannot present the CRM to staff for implementation. We managed in December to get Sugar Technical experts to look at the situation and to the work of Fellow Consulting and this raised more questions than answers as to why Fellow did what they did. I begged SugarCRM to assist but all to no effect and now we go to Court. The attitude from one of the rep was one of complete indifference to whether we went legal. I am not big enough for this to worry SugarCRM in any way. The CEO sent me a email that he was concerned about our experience and that I should contact him, I did but never got an answer. We have now started with a New Company for our CRM needs and going to Court with Fellow Consulting and SugarCRM. I wish this was not necessary as there are no real winners in such cases but currently I have nothing to lose. I hope that justice will eventually be done as there is no other way with these Companies from my experience.

  • Alexis R.Entertainment
    Review
    1.0

    I cannot stand this software, I don't have anything positive to say about it and definitely do not recommend it - for anything, even if you get it free. Hubspot and Zoho are free and hold way more value! I even love Salesforce.

  • Bruce G.Food & Beverages
    Review
    1.0

    Not real happy with customer service also.

Trustradius
3.9
Top Comments by Trustradius
Positive Comments
  • Verified User
    Review
    4.5

    Sugar is easy to learn if you spend some time with it. This means that while it is a great product, it can require some training to get your users ramped up and ready to go. The best way to go about an integration, or the launch of your new Sugar CRM would be to really get a couple of people to play around with the product and get to know it very well, before releasing it to the entire team. This will allow you to understand the points of friction, as well as identify where you will; need to spend more time teaching. It is very important to have a tech savvy person on your team that can quickly customize modules for you and build the CRM the way you want it.
    Sugar CRM allows you to effectively manage and organize contacts, and leads in order to streamline your sales process. Sugar is also an extremely customizable tool, this means that no matter what your needs are, Sugar can be adapted to meet them. Since most of the customization can be done by users with some tech savvy, you don't necessarily have to outsource the engineering. The reporting tools in Sugar are well suited for mid to advanced reporting needs. Usually you would need to purchase a whole different software to take care of reporting, but Sugar can do most of that reporting from within. As a CRM, Sugar can be built to be basic, or very complex. This means that your users can evolve with the platform and get more advanced as you develop a more robust CRM.
    Sugar is great, but it has its flaws like any other CRM. One of the main flaws is that the user interface can be confusing and hard to navigate at times. Ideally a CRM allows someone with no previous experience to jump in and start using the platform. It's nothing that a couple of hours of training can't fix. Along the same lines as the previous point, the UI is not visually pleasing, and can be rather monotonous, making it difficult for the user to quickly identify where they are. Many of our users spend hours using Sugar, it would make it a better experience if the UI was more modern and "fun" to use. Like many reporting tools, Sugar's report builder can quickly cause your database to crash with runaway queries, and poorly built reports. It would be much better to redesign the Report Wizard to help the user create reports. It seems that with each new version of Sugar we need to upgrade our servers. In a world where resources are limited sometimes it is not feasible to buy a new server for our CRM every year. We want the new features, but they often require a hefty investment.

  • Verified User
    Review
    4.5

    The real factor was flexibility. The other CRM's aren't able to do what Sugar is able to give us through it's customizable features. We didn't want to try to make our sales cycle fit with another CRM, we wanted our CRM to fit our sales cycle, and that's what Sugar did. That, and it was significantly more affordable.
    Sugar is the most important tool that our sales team has. I can't give it a 10 because it does require some customization. While learning to customize the experience does take time, I understand that some people may want an out-of-the-box CRM, so I can't give it the perfect score. However, if your business isn't typical or you'd just prefer your CRM to mold to your needs instead of you molding to it's, then I would 100% recommend SugarCRM.
    SugarCRM is extremely customizable. Unlike other CRMs, Sugar allows you to create, edit, and modify virtually any feature to make it work with your workflow. Using Sugar for our sales cycle is flawless. Starting from assigning new leads to our sales team and ending with the final sale, we are able to track both performance and correspondence for anyone in our sales cycle. Creating reports in SugarCRM is extremely easy. If I know what information I'd like to review, I can rely on myself to create the comprehensive report. As a SugarCRM Admin for my company, it's very easy to tailor layout and fields so that everyone can see the information that is relevant to them.
    Many of SugarCRM's fields are drag and droppable which is a fantastic tool and makes changing layouts a breeze. However, I've found myself wanting more to customize the system to our ever changing needs. Almost all the major modules in Sugar are customizable -- except a few. Since Sugar has been so great for the company, we're always trying to utilize 100% of the program. Unfortunately, some of the modules don't include an edit option, which forces us to decide whether the change is "worth it" to get it edited by Sugar. There is a learning curve that comes with SugarCRM. Unlike other CRM's that are straight-forward right out-of-the-box, Sugar takes a bit of getting used to (however, once you've gone through the learning curve, you'll be able to use Sugar much more powerfully than you would an out-of-the-box CRM).

  • Peter FletcherPrincipal Consultant
    Review
    5.0

    Sugar is easier to deploy and use with much a better TCO than Salesforce and Microsoft Dynamics. It is much easier to use than its competition, in general, bothe from an end user and an administration viewpoint. It's very simple Licensing Model is easy to understand being user based and including all the tools and Sugar Mobile for a single dollar figure. No extra costs for things like API usage, Workflow tools, Microsoft Office integraition.
    Sugar is an excellent product that covers the CRM needs for most organisations, large or small. Its low cost, flexibility and ease of use make it stand out in a very cluttered market. For mobile teams, Sugar Mobile is a free IOS/Android App that is superb. Ease of customisation and administration mean our clients can control their own destiny if they wish to. This ease of use helps significantly reduce Sugar's TCO sine external consultants are not required to make the system changes that Clients want on a regular basis.
    Sugar gives full account and contact visibility so any member of the organisation can have a full and accurate view of all related activities, products install, contracts in place and much more. It gives the proverbial One View. Dashboards are one of the strongest parts of Sugar giving each user their own view of the way they can and want to interact with the customer. The dashboards are a key feature in that they are very easy to customize so that each user has a personal view with tasks, data views etc. appropriate to their role. Customizing these dashboards by role is also very easy. No coding is required, it is largely a matter of dragging and dropping fields. Sugar's Forecasting Module makes the forecasting process quick and easy by using the Opportunities already created by the Sales Team. It also provides great individual feedback to the Team regarding YTD & QTD performance against Quota. Sugar Mobile is a very strong mobile app for IOS and Android that is both easy to use and comprehensive. I t can be used both of-line and on-line mode.
    With Version 8, there's not much Sugar can't do for us. With Plug-ins for most extra requirements that Sugar doesn't deliver at no/very low cost it's easy to build/deliver what we really need. S

Negative Comments
  • Zoe LeanzaIntern
    Review
    2.0

    SugarCRM is being used in the Sales department to aid both Sales Representatives and the Marketing Department to identify products of interest to a wide variety of customers. It addresses the specificity of advertising materials sent to groups of customers, aiming for more specific and less redundant advertising. The whole organization does not use SugarCRM but has access to it. A potential transition away from SugarCRM is in the works, as it is not the most efficient way of organizing and profiling customers.
    SugarCRM is appropriate as a customer profiling database for small projects (ie, fewer than 1,000 customers) but with larger projects it gets very tedious and repetitive, presenting a number of frustrating issues with redundancy and a meticulous attention to detail. Thus, I would recommend this to smaller projects; but it is less appropriate for larger tasks with multiple contacts or locations. Another thing to consider is its user-friendliness. If the employees using SugarCRM have minimal experience with marketing or customer profiling, it is a good choice since it is so easy to learn and navigate - a simple and intuitive layout that resembles a social media site.
    SugarCRM is easy to learn and can be mastered in a matter of hours. It is laid out in a very intuitive manner and can manage thousands of entries and customers. It can record a wide variety of information - not only customer names and contact informations - but also a description of their work and an ability to select biotechnological tools in which they may be interested. Profiles can be annotated and updated constantly; and grouped into larger laboratories. The corresponding profile of each customer can reveal Sales Representatives and their interactions with each customer, which is helpful in avoiding redundant or irrelevant cold calls.
    When trying to edit or annotate a subsection of a customer's profile, a new page opens entirely. Thus, rather than being able to see all the information at all times, you have to navigate back and forth in a very inefficient and frustrating way. It makes entering things into SugarCRM very tedious. Duplicate entries are a regular occurence in SugarCRM, thanks to the program's inability to differentiate between small differences (such as a capitalized first name or a suffix). SugarCRM does not allow you to very easily merge duplicate entries, and data will get lost in the transfer or consolidation of information.

  • Verified User
    Review
    3.5

    Key questions to ask: What kind of problems are you trying to solve? What current software are you using, and what is the purpose of it? Would Sugar CRM be a replacement or would it be in addition to your current organization software or system? What level of customization will you require in order to feel most productive and efficient? Will this work out of the box to suit your needs, or will it require an additional investment to customize the software to work for your department or company?
    As an Account Manager working to support Merchants and Sales Reps, I found it a good place to store and reference information about my accounts. It seemed like the modules were fairly easy to add and remove. I had no difficulty customizing my account page to include the information I access on a regular basis. The design is very clean and the interface is very user-friendly. I could see the potential for greater utilization. It helps me with my workflow and organization.
    Although adding and removing modules is pretty easy for the user, there are some additional levels of customization that require intensive IT support to create/modify. I would have liked to have more options at a user-friendly level to customize the software. The search function does not work well for searching fragments or parts of words -- if I did not type in the sequence exactly as it appears (ex. with or without punctuation, or words in the wrong order) the system cannot find the account I am looking for. For example, if I type "New Sugar Review" but the account name is "My New Sugar Review" it would not come up because the first word is missing. In the role where I was utilizing Sugar on a daily basis, I would have liked to integrate my communications with Merchants and Sales Reps more. It would be great to have a feature where I could see the overall account, timelines for deliverables, and then update the status of those deliverables with a drop down menu. Following the point above, I would like to see more email integration where all records of correspondence for a particular account would be sent and received in that Sugar account, so there would be an easily accessible record. In addition to the email note above, it would be great to have the system set up so that when I update the status of a deliverable, it automatically sends an email to certain pre-selected email addresses.

  • Aaron FisherTechnology Product Group Project Manager
    Review
    2.5

    We ultimately selected Salesforce due to the issues faced with SugarCRM however I would recommend SugarCRM to any company that doesn't plan on managing the CRM in house. The costs associated with hiring a Sugar Partner and purchasing multiple licenses are still going to be lower than Salesforce costs most likely and you'll have the same functionality. However if you want a CRM that can be managed in house without a steep learning curve SugarCRM is not the way to go.
    SugarCRM is a great fit for a company that wants the features of Salesforce but not the price, or if you need to be able to host the CRM yourself for security or customization purposes. Finally I would recommend SugarCRM to a company that plans on having an outside "Sugar Partner" set up the CRM and perform regular maintenance as opposed to handling it in house.
    SugarCRM's number one strength is the ability to host your instance on-site. This make any customization and changes possible as you have full control over every aspect of the CRM, including the source code. The price of SugarCRM is its second strength. It has essentially all of the features of Salesforce and more but at a dramatically lower price. The integrated Project Management module was another top selling point for my organization.
    SugarCRM is hard to use at the administration level, plain and simple. Of all of the CRMs I reviewed SugarCMR had the steepest learning curve and was the most difficult to understand. I also needed to make some customizations that weren't "out of the box" I was able to make these customizations easily in SalesForce but had to program everything by hand in Sugar and still wasn't able to implement my customizations fully. At a developer level the Sugar Framework is quite a bit to learn. I thought that it would actually be easier to develop in Sugar since it uses common programming languages however the framework that Sugar is built on is very confusing and bloated with far from adequate documentation. Developing and administering Sugar feels like you need to have some secret insider info that you can only get if you hire one of their "partners" to actually do the development and administration for you. It is not something that can be done easily in house like some of the other CRMs

Capterra
3.8
Top Comments by Capterra
Comments
  • Tom B.Customer Experience Manager
    Review
    2.0

    You get what you pay for. It's an average platform with some significant drawbacks that aren't realized until you've signed on the line and are trying to onboard it. We use Sage as our base platform and had intended to use Sugar to allow our teams to work in one system and have it communicate with Sage. In theory, this saves us time, entering data in one window instead of multiple tabs in Sage. However, in many instances, Sugar cannot write to Sage. That's a one-way street, so many tasks still require manual entry in Sage. It's also very clunky. The data refreshes/synchs very slowly, so you're rarely looking at real-time data. It will refresh and reload pages while you're actively working in them, deleting your progress and forcing you to start the process over. Creating dashboards and reports requires the user to be literate in tech talk and computer logic. Trying to navigate the back end to find the data you're looking for takes ages. I haven't even tried playing with the workflow builder because I can't find the time to teach myself how to build a report or dashboard, much less anything more complex. We have identified numerous shortcomings, but when we contact Sugar Support, they tell us it's a bug they're working on with no timetable for a solution. Apparently, there are a LOT of bugs.
    The system is easy to use in theory. The UI is decent and processes are intuitive. The price point is attractive since the company boasts that it parallells other higher-priced options in features and functionality. The onboarding was fairly simple and adjusting to the system was not difficult.
    Customer service is abysmal. Our original contract included six limited use licenses designed to let our leadership team review content across all areas of the system (able to view all, but not edit certain elements). However, they did not work as promised and we ultimately had to purchase the more expensive licenses to allow our team access. When we made the purchase, the team at Sugar deactviated all other licenses on our account, despite the fact that we were only half way through our annual contract, which we'd already paid for. I tried calling their domestic customer support line and got voicemail. I eventually reached technical support via email, who had to relay my request to another department. Our business was effectively offline for half a day while this was sorted out and our access was restored. Two weeks later, I received an EMAIL from our Customer Success rep. She apologized for her late response and asked me to outline the issue. I did so and requested a call to discuss the incident. I never received another follow-up email, much less a phone call. Between bugs with the licenses, bugs with the search/filter, email issues, and zero customer support, I cannot understate how disappointed I am in this purchase and this company as a whole.

  • Josh B.Sales support Mgr
    Review
    3.0

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

  • Johannsen Q.Senior Consultant
    Review
    4.0

    Overall, I would recommend SugarCRM to businesses that are looking for a CRM solution that can automate their processes and provide customization options. While there may be some upfront costs and a learning curve involved, the benefits of using SugarCRM are likely to outweigh these considerations in the long run.
    Automation capabilities: SugarCRM has a range of automation features that can help businesses streamline their processes and save time. For example, it can automatically assign tasks and follow-up actions to team members, send personalized emails and alerts, and track and report on progress.Customization options: SugarCRM allows users to tailor the platform to their specific needs and processes. This is great for businesses that have unique workflow requirements or want to integrate the CRM with their existing systems.Scalability: SugarCRM can accommodate businesses of all sizes, from small startups to large enterprises. It offers a variety of pricing plans and can be customized to meet the needs of different teams and departments.Integration with other tools: SugarCRM can be integrated with a wide range of tools, including email, calendars, and social media. This makes it easy for businesses to track and manage customer interactions across multiple channels.
    Cost: SugarCRM can be on the pricier side, especially for smaller businesses or those with limited budgets. However, it's worth considering the long-term benefits of automating business processes and the ROI that the platform can provide.Learning curve: While SugarCRM is generally easy to use, it does have a bit of a learning curve. It may take some time for users to get comfortable with all of the features and functions of the platform.

  • Joe T.Help Desk Coordinator
    Review
    4.0

    I've used SugarCRM a great deal in current and previous employers, and have always been thrilled with the sales tools that SugarCRM has, and the great ability for customizations, not to mention the continuing updates for each version. Their customer support team is top notch and very helpful for the most part, and there has been very little downtime, allowing all our teams to use the product successfully. If I could choose one thing they could improve upon, it would be their outdated case management tools. I work with our support team and find the options to be limiting compared to other case management solutions such as Zendesk (which I have also used previously). If I am to point out glaring specifics, it would be tracking visibility on unassigned cases (who is viewing each case record? has the case record been updated while I've viewed it?). It would also be the absolute poor setup of getting cases into Sugar -- we have an inbox set to automatically add in cases, but if a customer or one of our personnel doesn't email directly from inside Sugar's Email module, it creates a new case ticket (over and over). This may be a byproduct of the way we have our case management set up, but there are no best practices, and I've had to create custom Process Author tools and Workflows to get it running in a decent way. Again, the product is great from a sales point of view and for lead tracking tools, but the case management tools are dated and need to be examined and looked at to match their competitors in that category.
    Sales tools, lead tracking tools, reporting features are second to none Module builder is fantastic and very customizable.
    Case management tools are lacking to a high degree, very dated

  • Orianne G.Specialist Marketing
    Review
    4.0

    With SugarCRM, I keep track of new campaigns (account management), I am regularly reminded that I have performance discussions with my customers and I can switch to the corresponding customer account to find all the important data and get in touch with the customer. In addition, thanks to the ticket system, I do not forget to work on important tasks for my customers and other projects. In addition, I can optimally and smoothly inform my teammates about changes utilizing comments and notes in the customer accounts. All in all, I can only say that it is a super complete CRM solution.
    Sugar offers all the basic functions of a CRM. It can cover all needs for any type and size of the company. We were able to use it mainly to organize customer contacts.
    What I like most are the synergy effects of the use of the tool by our large sales teams spread over several locations (in Spain and abroad) and our various marketing teams. We combine all customer contact points in an extremely flexible way across all departments. This simplifies our internal communication and knowledge exchange among ourselves, as well as communication with customers. The interface can be used very intuitively for an extensive CRM system thanks to its focus on a single clear navigation bar. In addition, the tool can be linked very flexibly with other systems via APIs, such as SAP, various campaign management tools, and much more.
    It isn't easy to become familiar with all the relevant interface features in a short time to take full advantage of these synergies. Here, you must explore using patience and occasionally, trial and error. However, you will certainly behave similarly to other enterprise-level CRM solutions.

  • Mashudu Hilary M.Freelancer
    Review
    5.0

    Sugar CRM has been a great software for my business. Ever since I started using it, I have been able to manage and sort out organization structures easily. The way I deliver customer service and manage a relationship with them has changed for the better.
    Sugar CRM as a software is great because it comes with a customizable home page since it is an open source platform. Features such as the new user wizard tool, shortcut bar and downloadable plugins are just ingenious. I like how the software comes in a diverse range of languages which number 9 in total. Sugar CRM provides data and information security meaning I am assured of protection from internal and external corruption which might have dire consequences. The software can be intergrated with other software such as Zendesk, Happy fox or Pardot just to mention a few. Sugar CRM is a very good marketing platform which has aided my small business to grow exponentially. With the software, I am able to keep track of client data and track deals with ease. With the lead management feature, I am able to generate potential business clientele, acquire and manage potential clients up untill the point where a deal can be closed.
    From my time using the software I have found the software to be very slow when running through Sugar's own servers. The sheer number of options present on the dashboard can be perplexing, especially for users who might not have much expirience in CRM data models. Lastly, over the years the software has become a bit dated and this has forced me to move to other CRM software such as HubSpot.

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  • jodumont
    Review
    0.0

    It appear SugarCRM Team stop the Community Version and the last version was 6.5.3. Obviously a FORK exist ;) : SuiteCRM