I like how cherwell provides a database of all our incidents created from agents at the helpdesk. This allows us to collaborate and best assist our client with issues that arise.

We are still in the implementation phase, but are very pleased with what we have experienced so far. This application is easy to use and serves all of our needs.

Cherwell Service Management has been a very effective ticketing system for our operation. It rewards inquisitive users who have some experience with SQL queries.

The product is extremely stable and safe. Through personalized screens it is possible to have a complete view of the activities that are being requested by priority, demand and responsible.

This product stands up against the Goliaths at a much better price point and value. It is gaining rapidly on the top two competitors, and for very good reason.

Currently we would only have a single admin working at a time but the idea of stepping on toes and overwriting someone's work worries me.

It's slow, unusable, the reporting stinks. It takes 5 clicks to view an email on a ticket that someone submitted.

Nothing - I have used a number of help desk systems over my 20-year IT career.

Cherwell is a robust ITSM, you can customize the forms, notifications, workflows, almost everything.

The dashboard can look busy and is difficult for newer users to navigate. Training is necessary for new users as there is a bit of a learning curve.

Overall the process with Cherwell has been great. The product is fantastic with very few hiccups.

Implementation and additional integrations can be difficult (as with any product).

Total Cost of Ownership is the best in the industry.

Customization of searches; use of an SQ-like search format to build queries that can then be saved and reused.

It seems like this ticketing software has the ability to become very powerful analytics tool. It also provides basic functionality.

The overall experience has been good, the product is excellent, but you need to invest  additional money for the implementation.

Cost and ease of use are the main reasons we like Cherwell.

The SugarCRM team was incredibly helpful and supportive during our decision between various CRMs we were testing out, namely Salesforce and SugarCRM.

The report functionality and the inability to export complex reports in any other format than PDFs is disappointing.

The data does not link well together and the relationships you can build are very limited, which really limits the power of the software overall.

The best thing about this software is that it always provide the best customer relationships marketing software.

Is a really good tool for small companies, really like the approach form the customer service team when I had some issues.

As well as, integrate with Salesforce Marketing Cloud platform, so my marketing team can run both customer acquisition and customer retention or nurturing campaigns.

It's a great and reliable CRM for startups or small businesses.

Super easy to set up program. Does a great job at keeping up with client information and tracking history of interactions.

I love the simplicity of the system. It's very easy to set up and start operating from day one.

Some of the time, I can't login to different devices PCs which are downside for me.

Their customer care team was incredibly helpful and knowledgeable, and I really enjoyed working with them.

The CRM of choice used by many upstart aggressive disruptive companies of all sizes.

Once you start thinking about scaling many integrations and reporting tools are missing.

Our current integration to Sage100 accounting is broken. One of the others broke the functionality and took a week to figure out.

Is not very well developed yet, frequently have software errors and the tool crash. User experience is not enough intuitive.

We have been use the SugarCRM software foor the sales and marketing purpose because it has the great ability to customization's. Hence, the users interface is very responsive and the well designed.

It helps to track customers and is very user friendly. It helps our business development and growth team work on leads for business.

After trying to set this tool up several times, we abandoned it as too complicated and time consuming.

All the Enterprise features are available at a cost a basic CRM. Cons: Calendar sync is an issue and Email Client inbuilt in Sugar has a sad UI.

I also really find the dashboard visuals to be superior to Salesforce. Overall, the price point was better than Salesforce, too.

It is a great tool  for keeping my clients data and tracking.

CE is eternally stuck on version 6.5. And then in April 2018, they've removed it entirely so now you're stuck with the Pro or Enterprise editions which are paid-for.

Its too damn complicated to set up if you are going the self-hosted route.

This software in not made for my business line and therefore is not working for us. Also we have had a very poor experience with the reporting capabilities.

Adding information or attaching files to the oportunities can sometimes be a bit annoying.

Unfortunately we had some issues with the initial set up of the system and the customer support was really poor.

It's been a great way to keep track of customer data.

Easy to implement and deploy. Reporting is good and allows fro complex reports to be built.

Good integration with SQL. Customer service has been very helpful and reactive when we had requests for them.

Slow, cumbersome, difficult reporting, poor customer service.

Overall, I really enjoyed Sugar and think it would be a great fit (especially for the lower price point!) for marketing and advertising agencies that are looking to build out custom flows.

The second source of challenge was not easily able to connect Google Analytics UTM campaigns tracking with SugarSell CRM leads tracking.

US Dollar

Cherwell Service Management is a cloud-based IT service management solution that helps IT teams in organizations to implement, automate and upgrade service and support processes.


Cherwell Service Management supports process customization that allows departments to tailor the solution according to their native workflow processes.


The solution provides users multiple ITIL verified processes such as incident, problem, request and event management. It also enables users to leverage ITIL service transition processes including change, configuration, release and deployment management.


Cherwell Service Management provides IT self-service portal that automates request fulfillment and consolidates multiple independent portals in a single site. The dashboard enables users to spot trends, eliminate bottlenecks and comply with service delivery guidelines.


Cherwell Service Management is available on a pay-as-you-go subscription model. Perpetual license is also available for a one-time fee in case businesses wants an on premise deployment.


Support is available via email, phone and through webinars and Cherwell’s online community.



LongDescription

Support Ticket Management

Milestone Tracking

Status Tracking

Customizable Reports

Contract/License Management

Change Management

Portfolio Management

Project Management

Procurement Management

Knowledge Management

Resource Management

Customizable Fields

Collaboration Tools

Automated Routing

Assignment Management

Data Import/Export

Problem Management

Self Service Portal

Configurable Workflow

Cost Tracking

Dashboard Creation

Requirements Management

Performance Metrics

Service Catalog

Maintenance Management

Configuration Management

Support Ticket Tracking

Role-Based Permissions

Client Portal

Workflow Management

Real-Time Updates

Email Management

Budgeting/Forecasting

Asset Tracking

Activity Dashboard

Alerts/Notifications

Reporting & Statistics

Knowledge Base Management

Data Visualization

Time & Expense Tracking

Service Level Agreement (SLA) Management

Chat/Messaging

Availability Management

WYSIWYG Editor

Dashboard

Audit Management

Alerts/Escalation

Customizable Branding

Asset Lifecycle Management

Compliance Tracking

Reporting/Analytics

Monitoring

Feedback Management

Supplier Management

Customizable Forms

Requisition Management

Incident Management

Drag & Drop

Project Planning

Third-Party Integrations

Task Management

Release Management

Inventory Management

Windows 7

Windows Vista

Windows XP

Mac OS

Web browser (OS agnostic)

Windows 2000

Windows 8

Pricing information is available on inquiry.

Email/Help Desk

FAQs/Forum

Knowledge Base

Phone Support

24/7 (Live Rep)

Chat

2-10

11-50

51-200

201-500

501-1000

1000+

Cherwell Service Management

In Person

Live Online

Webinars

Documentation

Videos

SugarCRM is a Customer Relationship Management (CRM) platform, expertly crafted to enhance interactions with prospects and customers while accelerating sales success. Renowned for its cost-effectiveness, this potent solution enables users to reduce the total cost of ownership by up to 32% according to Nucleus Research*, all the while providing contemporary features that align with evolving needs.

The platform offers intuitive dashboards, comprehensive reports, self-guided selling best practices, AI-powered insights, and an easy-to-use mobile CRM app, among others. It also boasts a high level of customisation and integration capabilities, thanks to its bidirectional API, which allows for seamless data synchronisation between SugarCRM and other business-critical systems.

With its user-friendly interface coupled with its renowned superior customer support, SugarCRM aids in improving user adoption and increasing win rates, customer satisfaction, and engagement.

SugarCRM is an optimal choice for all customer-facing roles, from marketing, sales, and customer success teams of medium and large enterprises. It's not just a standalone CRM solution; it's a CRM platform that can be fully integrated into your business ecosystem, providing a highly customised and efficient solution for managing customer relationships, optimising every interaction across the customer journey.

Differentiators: SugarCRM investment includes:

- Core Support - EU, NA, APAC
- Dedicated Customer Success Manager
- Unlimited modules / fields
- Unlimited API calls
- Unlimited workflows
- Product enhancements / upgrades x 4 per year
- Product support 12/5
- Embedded AI
- Database Backups
- Mobile Access
- 2 x Sandboxes
- 60GB data storage + 1GB per user
- NO HIDDEN COSTS = PREDICTABLE TOTAL COST OF OWNERSHIP (TCO)
- SugarCloud leverages the power of AWS in different parts of the world. Customers have the liberty to select their preferred region for data storage, ensuring that the data remains confined to that specific region. The options include:
Australia - Sydney
Canada - Montreal
Germany - Frankfurt
Singapore
United Kingdom - London
United States - Portland, Oregon

For additional information, visit: https://www.sugarcrm.com/why-sugar/trust/security/





*Nucleus Report: In examining the experiences of Sugar users, Nucleus Research found that compared to other CRM solutions, Sugar users can lower total cost of ownership by up to 32% whilst delivering similar functionality. https://www.sugarcrm.com/resources/nucleus-research-anatomy-of-a-decision-sugarcrm-vs-salesforce/

Cataloging/Categorization

Forecasting

Internal Chat Integration

Lead Capture

Document Storage

Proposal Generation

Customizable Scoring

Customer Service Analytics

Sales Pipeline Management

Referral Tracking

Calendar/Reminder System

Lead Distribution

Pipeline Management

Multiple Scoring Models

Customer Database

Call Management

Customer Support

Process/Workflow Automation

Contact Management

Opportunity Management

Lead Management

Email Marketing

Mobile Access

Territory Management

Shared Contacts

Marketing Automation

Social Media Integration

Lead Segmentation

Source Tracking

Field Sales Management

Predictive Analytics

Demographic/Firmographic Data

Segmentation

Interaction Tracking

Contact Database

Lead Qualification

Quotes/Estimates

Campaign Management

Sales Forecasting

Prospecting Tools

Email Response Control

Search/Filter

For iPad Devices

For Startups

Sales Activity Management

Multi-Channel Communication

Customer Engagement

Activity Tracking

Data Synchronization

Calendar Management

Template Management

Email Tracking

Email Templates

Sales Reports

Reminders

Customizable Templates

Calendar Sync

Lead Nurturing

Batch Processing

Sugar Sell: $49 per user per month
Sugar Serve: $80 per user per month
Sugar Market: $1,000 for 10K users per month (billed annually)
Sugar Enterprise: $85 per user per month

Cherwell Service Management vs SugarCRM

User Ratings & Reviews

Pricing

Product Demo & Screenshots

Advisor Recommendations & User Awards

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