(855) 210-9106

Call for a free consultation.

Overall customer rating: Customer rating:

 (51)

 (38)

Recommended by: Recommended by:

41% of users

93% of users

Operating Systems: Operating Systems:

     

     

Mobile compatibility: Mobile compatibility:

Deployment: Deployment:

Target customer size: Target customer size:

Price: Price:

Demo:Demo:

Most positive review: Most positive review:

“This product has allowed our company to grow and do more things automated than our other home-grown system. The product is open-source, which allows our developers to tweak it as much as they need to. Service with SugarCRM has also been good. It typically takes them 24 hours to get back to any email cases, which isn’t bad at all.”

- Mike Gabriele from SIS

“We love it ... this software is so robust, inexpensive and has so many additional modules that can be added on.”

- Jody Johnson, ActionCOACH Team Sage

Most negative review: Most negative review:

“It’s limited compared to other CRMs. It may have some capabilities I am not aware of, but it is complicated to get those added in. It does not integrate with the Marketing Automation tool I am using.”

- Karen Yetter, Mercator Advisory Group

“Functionality is lacking. The interface is bland and efficient mass updating is nonexistent.”

- Mark Ventriglia, Nexaweb, Inc.

Pricing:

How it's priced: How it's priced:

Cloud or on-premise deployment: A monthly subscription fee is paid for each user login (minimum of 10 users).

Cloud-based deployment: A monthly or annual subscription fee is paid for each user login; discounts apply for annual subscribers. A free edition with a limited number of applications is also available.

Contract term: Contract term:

Cloud or on-premise deployment: Subscription is renewed annually.

Cloud-based deployment: No contract required.

Upfront costs: Upfront costs:

Additional fees apply for professional setup, configuration and data migration. Custom modules and add-ons can also be purchased from SugarCRM partners. These vary significantly depending on user needs.

Fees apply for professional implementation services provided through a partner. This could include special integrations, customizations and data migration and de-duplication. These costs vary significantly depending on your needs.

Recurring costs: Recurring costs:

Fees apply for phone support with some packages. Also, proactive maintenance services, such as implementation of security patches or bug fixes, can be purchased through partners.

No recurring costs beyond annual or monthly subscription fees.

What does it cost?: What does it cost?:

Applications:

Marketing automation: Marketing automation:

Sales automation: Sales automation:

Customer service/support: Customer service/support:

Call center: Call center:

Channel management: Channel management:

Social CRM: Social CRM:

Web self service: Web self service:

Lead opportunity management: Lead opportunity management:

Ease of Use:

Overall customer rating: Customer rating:

 (51)

 (38)

Most positive review: Most positive review:

“The approach across all modules is standard; if you learn one, you’ve learned them all. The dashboards are excellent, and you can manage your day from one screen. Integrates with MS Office well (Outlook, Word, Excel). You can see everything you need/want to know about customers/prospects.”

- Peter Fletcher

“It’s easy to use, can accomplish most all sales functions and is constantly being enhanced by the developers at Zoho.”

- Jon Porreca, A1 Energy

Most negative review: Most negative review:

“The iPhone app is clunky, and the reporting system is difficult to operate.”

- Lars Lundberg

“Since it is so customizable and full of functions, it can be a little difficult to set up, so you will need to make sure someone on your team is tech-savvy enough to handle it.”

- Anthony Johnson, SpiralOut Consulting LLC

Support:

Overall customer rating: Customer rating:

 (51)

 (38)

Most positive review: Most positive review:

“Support has been great. There’s never an issue, and they are quick to respond. All my cases have been answered in a timely manner.”

- Mike Gabriele

“The Zoho support team is great. Very quick response, professional and courteous. They care, and it shows.”

- David Margolis, VoterVoice

Most negative review: Most negative review:

“I know people inside my organization that have had issues at times with responsiveness.”

- Mike Maher

“Sometimes, it can be difficult to get customer support to understand what our problem is, and their suggestions to fix it are not helpful.”

- J Lee Harshbarger, Sterling Academy

Phone support: Phone support:

Toll-free phone support available 12 hours a day, five days a week is included in the subscription fee for Sugar Enterprise and Sugar Ultimate users. It can be purchased by Sugar Professional users. 24/7 phone support for high-priority cases can also be purchased by Sugar Ultimate users.

24/7 toll-free, worldwide phone support is included in the subscription fee for “Standard,” “Professional,” “Enterprise” and “CRM Plus” plans.

Online case submission: Online case submission:

Unlimited online case submission is included in the subscription fee, though response times vary depending on the package and priority level of the case. Sugar Professional response times range from four hours to two business days; Sugar Enterprise ranges from two hours to one day; Sugar Ultimate ranges from one to four hours.

Online case submission with two-day response time is included for all editions. Faster response time (within 24 hours) is available for “Standard,” “Professional,” “Enterprise” and “CRM Plus” plans.

Online support options: Online support options:

A support portal that houses community forums, live online classes, “hot topic” webinars, a developer blog and certificate programs is included in the subscription fee for all packages. Advanced live online training classes can be purchased.

A help website, knowledge base and community is available to all customers. Access to a customer self-service portal with the ability to track support requests is included with “Professional” and “Enterprise” editions.

Training: Training:

“Getting Started” training videos are included in the subscription fee for all packages. Live and online classroom training and admin coaching packages covering configuration topics can be purchased. On-site training is also available for $2,200 per day plus traveling expenses.

A “Getting Started” online catalogue and other training resources, including webinars and online courses, are available for free to all customers.

* The research on this page is updated by our editorial team. Email us if you're a vendor with new information or a potential buyer with questions or comments.