SugarCRM is a web-based application used by thousands of businesses for handling sales automation, marketing automation, account management and customer relationship management needs. SugarCRM offers features such as customizable home pages, a new-user "wizard" tool for newbies, a shortcut bar, enhanced-view global search functions and downloadable plug-ins.
SugarCRM is built on an open-source platform. This allows freedom in customizing the solution to fit varied company's needs. SugarCRM also integrates with multiple third party systems and can accommodate the new modules users can create with the built-in tools. The software supports Windows, Linux, MySQL, SQL Server, and Oracle systems and can run on either a Windows or Mac operating system.
SugarCRM is available as Software-as-a-Service or installed as an on-premise solution. The mobile access can be tailored according to specific usage, and an offline client synchronization feature ensures the data is always up-to-date.
Geo from Hopwave
Specialty: Hospitality / Travel
Employees number: 2-10 employees
Great product if you are into social media engagement management.
Easy to integrate with social accounts.
Not many options on basic CRM features
Jonathan from Cicoil
Good pricing and service from Sugar. The pricing was lower than most of their competition. The staff was friendly and helpful but restrained due to the options available to them in order to solve our issues.
Cell phone app needs improvement and it's not as easy to use as other crm's.
Make sure the company is updating with the current requirements especially regarding cell phone application and email integration.
JOHN from CICOIL
We were able to create a custom quote tracking capability. Quotes were generated from within Sugar.
Has more bells and whistles than we need. We really just need contacts, leads, opportunities and quotes.
Make sure you have a software savvy person available to set it up.
Eric from Cicoil LLC
Lots of room for data. The sorting by dates or subject ease the searches and nice to have customer data handy.
Sometimes takes what seems to be a long time to enter data on different screens.
To help understand the operational capabilities, tutorials would help understand the available functions.
Robert from CICOIL
I did do the job, but not always in the way that we would have expected.
The unannounced forced updates, which would come along with new interfaces leading to sometimes days of confusion.
Be sure you have a high-level techie available if you want this platform to conform to the way your company does business.
Rich from Cicoil
I am able to use the Sugar application in my office or while traveling via my mobile devices.
The Sugar team responds quickly when I need assistance.
Having my customers contact and recent project activity at my fingertips is very helpful and saves time while I am out in the field.
I would like to see quicker page to page navigation and quick access sales reports
Good substitute to other CRM programs, such as Salesforce.
Ali from XOR Data Exchange
Specialty: Software / IT
I like the fact that this is a web based product and I like the product has the ability to input accounts and contacts through and excel upload.
I do not like the reporting within sugar, I think that there could be a lot added to enhance the reporting.
I would recommend that the software be more intuitive for users.
Sheen from Algo Studios
Specialty: Software / IT
Extremely flexible and customizable. Deploy anywhere (cloud, on premise, on demand). Amazing dashboard in version 7.5+.
Process Author is amazing visual designer for workflows.
Outlook Sync and sync with other 3rd party application is seamless.
Enhanced role based views for users.
News feed from google resources.
Many free plugins available on sugarforge which saves development time and improves productivity
Marketing capability are not much enhanced.
Calendar sync could be improved.
Look for Ease of use. Challenge is to get users to use the CRM. Keep the CRM simple and user friendly.
Bailey from CastleBranch
SugarCRM is very customizable, which has greatly benefited our company and its growth.
With the added customizations to the product, we have had a difficult time integrating other solutions. Working in marketing, we would like to integrate Pardot, but with the customizations we made, we are unable to do so.
Investigate solutions that integrate with SugarCRM and think long term as to what might be needed.
Rusty from Zenoss, Inc.
Specialty: Software / IT
I like the commercial open source nature of the product. You can download the open source edition - which is quite functional - and get a very good feel for what it does. In fact, the free version is like sufficient for most small businesses.
The product is feature-rich - comparable to the alternative from a feature standpoint, but much less expensive.
I also like the fact we can host the application in-house giving us absolution control over the data and integrations with our other applications.
While not a fault of the vendor or product - you do need to be aware the ecosystem supporting SugarCRM is much smaller than the entrenched giants. We've not found this to be an issue - but for someone looking to "go with the crowd," you might want to consider this.
Any CRM requires work - and an operations person to maintain the CRM, the data, and the workflows (and ensure they are enforced). When considering your CRM solution, be sure to account for the time needed to keep it fully functional; otherwise, in a year or two - you'll find you have so much "bad data" in the system you won't be able to make sense of the "good data".
Shandon from Ideal Aerosmith
It's very organized and easy to use.
There isn't anything that I like least.
Come up with your needs or wants and explore your possibilities.
Joseph from Ideal Aerosmith
It's one place for all sales/customer service information.
It is not integrated into my company's production management system.
If you have more than one database, why would you want to have another? Why can't we get one data management system throughout the company?
Jerod from Ideal Aerosmith
It has lots of features and ways to document things. You are able to store info, contacts, and assign tracking numbers
It is very complex in some areas. There seem to be multiple ways to do things, none of which seem clear.
Great product. I suggest anyone needing to store information such as contacts, products, cases, and problems use this software.
Clayton from Medallion Bank
Easy user interface. Without having specialty customer service our team, we were able to understand and utilize many features.
The lack of phone support without paying an increased premium.
Test both this and Salesforce prior to any committment.
Peter from Business Applications
It's Easy to learn and use; you can train users in less than a day. There are collaboration tools, which encourage team communication. The dashboards are great; you hardly need reports. It's also very cost effective. The support is solid, responsive, and knowledgeable.
Generally speaking, there's nothing to seriously complain about.
My only suggestion is that the SugarCRM Website could be easier to navigate.
Work with an experienced consultant for implementation. DIY for most serious Apps doesn't work!
If you want a rapid ROI, work with people who understand CRM and change management.
Maulik from Biztech Consultancy
Date: August 2011
Heather from Faye Business Systems Group, Inc.
Date: July 2011