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SugarCRM Review

SugarCRM
Our score: 8.9 User satisfaction: 100%

What is SugarCRM?

SugarCRM is one of the leading customer management systems on the market, serving more than 50,000 companies in need of accurate account management for sales related tasks. According to the company’s stats, the SugarCRM application has been tested and downloaded more than 7 million times, due to its availability in 9 different languages. What satisfied customers put forward as the app’s leading advantage is customizability, namely the possibility to personalize customer relationships, and raise brand awareness while providing impeccable customer service.

Customizability has to do with SugarCRM being an open-source platform, at first sight easily twistable to digest the structure of each organization. Nevertheless, this platform intends to serve medium to large enterprises, which is why a devoted administration team is needed to move its performance in the right direction.

The first thing that creates a positive impression when encountering SugarCRM is the number of available communication channels. The app’s developers considered the need of businesses to reach customers in a variety of ways, and therefore empowered phone calls, emails and personalized messages, one-to-one meetings, and social networks, to name a few. From the company’s perspective, this multi-faucet process doesn’t only boost professionalism, but also tracks and captures important opportunities to extend influence.

All of this is happening on a familiar navigation pattern, which imposes short to none learning curves, in particular for users who have already used SugarCRM’s free trial. As in most CRM systems, the user’s journey starts from the top, where options are categorized in Accounts, Contacts, Calendar, Leads, Reports, Campaigns, Documents, Quotes, Emails, Calls, and Meetings menus, each with several subsections and search filters for facilitated movement. The handiest pick in the design is the ‘+’ button, which can be used to add literally all sorts of captures, including leads and meetings, or creating whole new sections from scratch.

Another advantage why we believe you must consider SugarCRM is its affordable pricing, where several packages are available to meet the needs of different users. A good thing to know here is that unlike standardized schemes, the difference between SugarCRM’s professional package and ultimate package doesn’t really involve meaningful feature restrictions. It rather ‘plays’ with the number of customers and agents, and looks considerably less modern and less professional when provided at no cost.

With SugarCRM, you also get the flexibility to choose the deployment method, namely download and install the system on your local device, or use it as a cloud-hosted service. SugarCRM are packed with enterprise-grade storage, unlimited customization, and customer support, starting at $40/month depending on the number of customers you need to involve.

Overview of SugarCRM Benefits

SugarCRM goes beyond standard communication hubs, where a single agent takes a nap between calls, and expects reputation to burst without ‘dirtying his hands’ with at least one attempt for interaction. This time, you’ve come across a system that understands what customers need based on what they say and don’t say, and helps you develop advanced engagement strategies to make relationships flourish. But how does that happen?

Full-team engagement

While bundling all support to helpdesk agents is a reasonable way to save money, it is probably the biggest energy and talent-wasting machine the CRM world has ever seen. Take a second and think of yourself as a customer: Isn’t it just too frustrating to contact ten people before you’ve reached the marketing vice-president and got your question answered? You’re right, it is!

SugarCRM offers a great solution for this problem, as it exposes and involves customers in the very process of their engagement. There are eight personas available in the system, starting with the main administrator and going down to account and support representatives in charge of different campaigns and communication channels. All of them operate in a single platform, enabled to collaborate instead of standing on each other’s way,  and to pull data from a centralized repository where contacts’ behavior is automatically tracked.

Practical campaigns

One of the main features to get acquainted with is the Campaign Wizard, where users create, execute, and track their beautiful marketing campaigns on several channels. The very same tool is used to capture and collate leads in the system, and to distribute personalized web-to-load forms and similar engagement programs. Most of the time, it is the Campaign Wizard where agents evaluate their leads, and consequently assign them to the most suitable agents.

Outstanding contact management

SugarCRM doesn’t only list the contacts to be served, but attaches all associated information to their profiles, including detailed behavior hints you couldn’t possibly detect on your own. Editing is just as nifty as adding contacts and accounts, and takes no more than few clicks.

As soon as you’re done filling your contact page, SugarCRM empowers your creativity: You can modify documents and notes in any way you like, attach large files with ease, star and tag contacts for easier tracking, and prioritize the most valuable among them. Using the platform’s bulk editing capacity, you can save the time you’d spend modifying contact per contact. In the same way, you can create a target list and export it easily to as many integrated apps as necessary.

As you can guess, the multicurrency and multilingual nature of this system will make it possible to reach huge audiences wherever they are.

Lots of handy integrations

Some users may find it annoying that SugarCRM doesn’t integrate natively with popular business apps, but we believe its SugarExchange (a publicly accessible API code) is a much smarter solution. Thanks to it, you can relate this product to popular providers covering Zapier, MailChimp, CloudAgent, Zendesk, Pardot, and many others. LDAP integrations are also enabled to allow single sign-ons, and standardize access for customers to simplify the way a large company manages its leads.

Intelligent reporting

SugarCRM’s reporting is so professional that it often reminds of BI’s data analytic capacity. It doesn’t only summarize the effects of your performance, but it makes it possible to forecast trends and detect potential issues. You can create as many visualization dashboards as you need to represent your data accurately, adjusting the module and the type with a variety of searching filters and parameters.

In-built support hub

The Help & Support button is built directly inside the platform, and positioned in the lower left corner for you to access it whenever you need it. On the other side of the line, there will be a 24/7 available experienced agent ready to assist you in all situations. SugarCRM also offers high-quality training, granting users access to a large database of materials known as the Sugar University. Help Dashlet, on the other hand, is a specifically designed support page that leads you to relevant community discussions, and gives you the chance to share experience with developers and other users of this system.

Sugar Mobile

Well aware of the fact that customer journeys are becoming completely mobile, the company developed their well-known Sugar Mobile app, and allowed agents to serve customers on the go, and managers to track performance and spread the reach of their campaigns when out of office.  

Overview of SugarCRM Features

  • Sales automation and forecasting
  • Support automation
  • Marketing lead management
  • Reporting and dashboard
  • Call center automation
  • SugarCRM mobile
  • Sugar Exchange
  • Cloud or on-premise deployment
  • Unlimited studio customization
  • Support for MySQL and SQL Server-On site
  • Unlimited online support
  • Revenue line item level opportunity tracking forecasting
  • Product level quotes
  • Advanced workflow
  • Role-based views
  • SQL –Based reporting access
  • Support for Oracle and DB2-On site
  • Centralized Storage
  • Third-party integrations

SugarCRM Position In Our Categories

Bearing in mind companies have special business-related wants, it is prudent that they abstain from settling on an all-encompassing, ”best” business application. At any rate, it would be futile to find such application even among recognizable software solutions. The efficient thing to undertake can be to narrow down the numerous important aspects which require scrutiny like crucial features, costing, skill ability of the users, organizational size, etc. After which, you should do the product research fully. Go over some of these SugarCRM reviews and scrutinize each of the software programs in your list in detail. Such comprehensive product investigation ascertains you keep away from ill-fitting applications and choose the one which has all the tools you require business requires in growing the business.

Position of SugarCRM in our main categories:

TOP 50

SugarCRM is one of the top 50 CRM Software products

SugarCRM is also listed in the following subcategories:

Organizations have different needs and requirements and no software solution can be ideal in such a scenario. It is futile to try to find an ideal off-the-shelf software product that fulfills all your business needs. The smart thing to do would be to customize the application for your unique needs, staff member skill levels, budget, and other aspects. For these reasons, do not hasten and pay for well-publicized popular applications. Though these may be widely used, they may not be the ideal fit for your specific requirements. Do your groundwork, check out each short-listed application in detail, read a few SugarCRM CRM Software reviews, contact the maker for explanations, and finally settle for the product that presents what you require.

How Much Does SugarCRM Cost?

SugarCRM Pricing Plans:

Free Trial

Sugar Professional

$40 per user/month

Sugar Enterprise

$65 per user/month

Sugar Ultimate

$150 per user/month

SugarCRM offers 3 payment plans, including an enterprise pricing and ultimate plan for larger businesses. Note that all plans require an annual subscription. Read more about the details, and decide plan fits you best:

Sugar Professional ($40 per user/month)

  • Sales automation and forecasting
  • Support automation
  • Marketing lead management
  • Reporting and dashboard
  • Call center automation
  • SugarCRM mobile
  • 15 GB Storage
  • Cloud or on-premise deployment
  • Unlimited studio customizations
  • Support for MySQL and SQL Server-On site
  • Unlimited online support

Sugar Enterprise ($65 per user/month)

  • All features from the professional plan
  • Revenue line item level opportunity tracking forecasting
  • Product level quotes
  • Advanced workflow
  • Role-based views
  • SQL –Based reporting access
  • Support for Oracle and DB2-On site
  • 60 GB Storage

Sugar Ultimate ($150 per user/month)

  • 24×7 support
  • Assigned technical account manager
  • 250 GB Storage
  • Up to 5 sandbox instances that are available on demand

User Satisfaction

Positive Social Media Mentions 146
Negative Social Media Mentions 0

We realize that when you make a decision to buy CRM Software it’s important not only to see how experts evaluate it in their reviews, but also to find out if the real people and companies that buy it are actually satisfied with the product. That’s why we’ve created our behavior-based Customer Satisfaction Algorithm™ that gathers customer reviews, comments and SugarCRM reviews across a wide range of social media sites. The data is then presented in an easy to digest form showing how many people had positive and negative experience with SugarCRM. With that information at hand you should be equipped to make an informed buying decision that you won’t regret.

Video

Technical details

Devices Supported

  • Windows
  • Linux
  • Mac
  • Web-based

Deployment

  • Cloud Hosted

Language Support

  • English

Pricing Model

  • Monthly payment

Customer Types

  • Small Business
  • Large Enterprises
  • Medium Business
  • Freelancers

What Support Does This Vendor Offer?

  • email
  • phone
  • live support
  • training
  • tickets

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SugarCRM Comparisons

SugarCRM user reviews

A great CRM when it comes to doing self-hosting for an SQL/Windows stack.

Read full review >
Tracey
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 06.10.2019 Company Size: More than 100 Employees Industry: Mechanical or Industrial Engineering

A robust software with customizations for keeping track of relationships.

Read full review >
Everett
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 15.09.2019 Company Size: More than 100 Employees Industry: Industrial Automation

So sweet in using this. Plus it’s user-friendly!

Read full review >
Cora
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 12.09.2019 Company Size: More than 100 Employees Industry: Financial Services

A platform offering flexibility and robust functionality.

Read full review >
Robyn
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 30.08.2018 Company Size: More than 100 Employees Industry: Information Technology and Services

A fantastic CRM solution that can easily mesh well with your current business requirements.

Read full review >
Arthur
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 27.04.2018 Company Size: More than 100 Employees Industry: Financial Services

What are SugarCRM pricing details?

SugarCRM Pricing Plans:

Free Trial

Sugar Professional

$40 per user/month

Sugar Enterprise

$65 per user/month

Sugar Ultimate

$150 per user/month

SugarCRM offers 3 payment plans, including an enterprise pricing and ultimate plan for larger businesses. Note that all plans require an annual subscription. Read more about the details, and decide plan fits you best:

Sugar Professional ($40 per user/month)

  • Sales automation and forecasting
  • Support automation
  • Marketing lead management
  • Reporting and dashboard
  • Call center automation
  • SugarCRM mobile
  • 15 GB Storage
  • Cloud or on-premise deployment
  • Unlimited studio customizations
  • Support for MySQL and SQL Server-On site
  • Unlimited online support

Sugar Enterprise ($65 per user/month)

  • All features from the professional plan
  • Revenue line item level opportunity tracking forecasting
  • Product level quotes
  • Advanced workflow
  • Role-based views
  • SQL –Based reporting access
  • Support for Oracle and DB2-On site
  • 60 GB Storage

Sugar Ultimate ($150 per user/month)

  • 24×7 support
  • Assigned technical account manager
  • 250 GB Storage
  • Up to 5 sandbox instances that are available on demand

What integrations are available for SugarCRM?

SugarCRM integrates with the following business systems and applications:

  • Campaign Monitor
  • Constant Contact
  • HubSpot
  • MailChimp
  • Zapier
  • Zendesk
  • HappyFox
  • Olark Live Chat
  • LiveOps
  • CloudAgent
  • WhosOn
  • SyncApps
  • CloudHub
  • HootSuite
  • Pardot

SugarCRM average rating:

Average score
5/5 (11 user reviews)
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

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ADD A REVIEW

The most favorable review

Robyn

PROS: I like several things with SugarCRM. First off, it's internet-based. Customizing fields is simple in capturing data. UI is highly intuitive. SugarCRM's customizations makes it all the more flexible.

CONS: Nothing much to hate. But there are some things to consider. For instance, not all of the modules are uniformly set. Some of them are still from the older version.

Reviewed 1 year ago

Read full review >

The least favorable review

Everett

PROS: The customizations of SugarCRM is the biggest asset for our business. With this, we're capable of making modifications when it comes to tackling sales. There wouldn't be any restrictions for our CRM system to keep up. In the same manner, reporting levels within Sugar offers us the ability in seeing our sales funnel from a wide range of angles.

CONS: It's missing a direct link with Outlook. This led to our sales team to mightily struggle. The plugin may appear to be great in theory. Although we've yet to roll it out in a hassle-free manner in justifying our uses with it.

Reviewed 5 months ago

Read full review >

More reviews from 11 actual users:

Sort by:

Latest
  • Latest
  • Most useful
  • Most positive
  • Most negative

A great CRM when it comes to doing self-hosting for an SQL/Windows stack.

Read full review >
Tracey
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 06.10.2019 Company Size: More than 100 Employees Industry: Mechanical or Industrial Engineering

PROS: SugarCRM can be highly customized. It has the option for self-hosting. You don't see such option in other platforms. We get to sync information from our ERP and other software via SQL database access.

CONS: Solid support. Certain improvements take a long while to roll out. For instance, there have been structural problems in terms of authentication which pushes a user to be logged out. This happens when the user happens to be using the desktop and mobile versions at the same time.

What do you think about this review? Great Poor

A robust software with customizations for keeping track of relationships.

Read full review >
Everett
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 15.09.2019 Company Size: More than 100 Employees Industry: Industrial Automation

PROS: The customizations of SugarCRM is the biggest asset for our business. With this, we're capable of making modifications when it comes to tackling sales. There wouldn't be any restrictions for our CRM system to keep up. In the same manner, reporting levels within Sugar offers us the ability in seeing our sales funnel from a wide range of angles.

CONS: It's missing a direct link with Outlook. This led to our sales team to mightily struggle. The plugin may appear to be great in theory. Although we've yet to roll it out in a hassle-free manner in justifying our uses with it.

What do you think about this review? Great Poor

So sweet in using this. Plus it’s user-friendly!

Read full review >
Cora
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 12.09.2019 Company Size: More than 100 Employees Industry: Financial Services

PROS: I like how the CRM platform works. It's been useful for day-to-day operations. My team is utilizing it regularly. It enables us to work together with our office partners in real-time.

CONS: Its pre-installed e-mail features comes with a ton of flaws. It's hard to explore those who are used to e-mail platforms that are completely functional. There's no option for modifying HTML content. The e-mail module badly needs updating just so it can be in the same level as that other e-mail platforms.

What do you think about this review? Great Poor

A platform offering flexibility and robust functionality.

Read full review >
Robyn
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 30.08.2018 Company Size: More than 100 Employees Industry: Information Technology and Services

PROS: I like several things with SugarCRM. First off, it's internet-based. Customizing fields is simple in capturing data. UI is highly intuitive. SugarCRM's customizations makes it all the more flexible.

CONS: Nothing much to hate. But there are some things to consider. For instance, not all of the modules are uniformly set. Some of them are still from the older version.

What do you think about this review? Great Poor

A fantastic CRM solution that can easily mesh well with your current business requirements.

Read full review >
Arthur
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 27.04.2018 Company Size: More than 100 Employees Industry: Financial Services

PROS: We ended up choosing Sugar due to its flexibility. There's one thing to take note. It's never that out-of-the-box solution like that of mkt share. But it does a solid job all around.

CONS: It take a bit of time for specific problems to solved. Keep in mind that there's not a lot of folks out that request the same solutions for a single issue.

What do you think about this review? Great Poor

Using and maintaining it has never been this easy.

Read full review >
Vera
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 07.04.2018 Company Size: More than 100 Employees Industry: Information Technology and Services

PROS: Sugar is highly intuitive. This makes it really simple to learn and utilize. Once you have an idea on its basics regarding navigation and record layouts in any module, such basics can be applicable for other data modules. A majority of changes/improvements to the system can be accomplished via a point-and-click UI.

CONS: It would be nice to include a third column within the main record layouts. This gives an edge when it comes to taking up on screen space.

What do you think about this review? Great Poor

My experience using this (having coming from other platforms of its class).

Read full review >
Roman
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 23.03.2018 Company Size: 1-10 Employees Industry: Information Technology and Services

PROS: SugarCRM is basically a CRM serving a basic purpose. It can be honed to suit the needs of my organization. It's never constrained. It offers each client complete control.

CONS: It's still making the plugin options on the marketplace. Although it's not extensive as that of its market competitors. It's lacking builds that are vertically-focused. That means clients will have to find out what it is they really need from the CRM.

What do you think about this review? Great Poor

A leader and a contender in the CRM market.

Read full review >
Diana
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 24.02.2018 Company Size: More than 100 Employees Industry: Financial Services

PROS: The great thing with SugarCRM is how extensive it can be in customizing its functionality. At the same time, it's a tool offering a number of plug-and-play functionality. It's also simple to utilize out-of-the-box. SugarCRM's modular setup makes things simpler for users in learning how to do things with the tool.

CONS: The tool still has some parts that belong to an older codebase. The coldbase itself could use some major re-designing and upgrades. The e-mail client doesn't really function well with more than 50 users as well as e-mail accounts related to the user. I still face headaches whenever I open and configure the account.

What do you think about this review? Great Poor

The best approach in keeping track of Meeting Notes!

Read full review >
Marshall
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 16.02.2018 Company Size: More than 100 Employees Industry: Mechanical or Industrial Engineering

PROS: I like being able to make more than one tab. I like how you can bring in info from Outlook Meetings. It gives you the ability in to ouput straight into other Office apps. UI is crispy clean.

CONS: There's not a lot to favor with this software. The only downside with it has to do with making and ealing wiht more than one Notebook. Each contains their own security requirements. They can be tricky to deal with in the initial going.

What do you think about this review? Great Poor

CRM: Great for lead management.

Read full review >
Elsa
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 11.01.2018 Company Size: More than 100 Employees Industry: Information Technology and Services

PROS: Lead management system has been great! It's able to import e-mail having inbound e-mail accounts configured. Love its reporting and charts functionality. Great management of teams and roles.

CONS: Some stuff that I dislike. Terrible campaign management system. E-mail management system isn't that great. There's a tool missing for creating a package for certain customizations.

What do you think about this review? Great Poor

An outstanding CRM with plenty of customizations.

Read full review >
Muriel
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 24.12.2017 Company Size: 1-10 Employees Industry: Computer Software

PROS: It's highly flexible. It can also be customized in a number of ways. There's very little that it can't do. It has the ability to self-host. You don't see that in a majority of other CRM systems.

CONS: We're relying on certain third party add-ons when it comes to extend SugarCRM's features. For the most part, lags are experienced between the latest SugarCRM release and update availability in ensuring add-ons compatibility. At times, they won't. It'd be nice if there was an approach in permanently deleting both custom field and records within the UI.

What do you think about this review? Great Poor
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Reviewed By Jenny Chang
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