SugarCRM

Customizable customer relationship management software

3.8 /5 (341 reviews) Write a Review!

SugarCRM Overview

What is SugarCRM?

SALES FORCE AUTOMATION
Sugar drives sales force performance by allowing sales representative to track and share contacts and opportunities, manage and upsell into existing accounts, forecast revenue, monitor performance through dashboards, manage quotes and contracts, work offline through our sugar mobile and collaborate through integration with Microsoft Outlook, Lotus Notes and other groupware applications.

MARKETING AUTOMATION
Sugar closes the loop between marketing and sales. Create, execute and track campaigns across multiple channels with the campaign wizard. Develop compelling email marketing programs and capture leads directly into your CRM system with web-to-lead forms. Manage and assign leads to your sales reps and track the marketing ROI of your programs.

CUSTOMER SUPPORT
Acquiring new customers is much more expensive than selling to existing ones. With Sugar customer support, companies have confidence that customer cases will be handled quickly and effectively. Sugar customer support centralizes customer service requests across channels to allow companies to manage inbound emails, diagnose bugs, share knowledge, and resolve customer issues. In addition, companies that subscribe to Sugar Enterprise or Sugar Ultimate can defray customer support costs with the included Customer Self-Service Portal.

SugarCRM Overview

Pricing

Starting from
N/A

Pricing options

Free Trial
Subscription
Value for money

SugarCRM Features

Devices
Business size
S M L
Markets
United States, Canada, United Kingdom, Australia, China, India
Supported Languages
English

Media

Social CRM
Social CRM
Mobile CRM
SugarCRM screenshot: Social CRM SugarCRM screenshot: Social CRM SugarCRM screenshot: Mobile CRM

SugarCRM Reviews

SugarCRM Reviews

Overall rating
3.8
/
5
Excellent
97

Very good
120

Average
92

Poor
25

Terrible
7

Value for Money
3.8
Features
3.8
Ease of Use
3.6
Customer Support
3.7
64% recommended this app
Victoria G.

Excellent Community CRM

SugarCRM Community edition has been a great daily driver for my music business. It's reliable, and has enough functionality to enable me to record all the key data that I need. The ability to self-host the platform is fantastic, because it helps keep costs down, and when you work on a small-scale, you don't need all of the processing power of a paid hosted solution. Definitely a great option if you have the savvy to install and maintain your own instance on your web server.


Verified Reviewer

Indeed a great CRM with effective results

Overall my experience with this CRM is great. I am using it daily and I can say that my daily work is incomplete without it. It is so simple to use and provides amazing results for reports and dashboards, their customer's support team is very responsive.


Verified Reviewer

The new Sugar can go head to head and surpass the greats

As a marketer, I use Sugar to track how our leads and contacts interact with our marketing content, as we've integrated the CRM with Sugar Market, our marketing automation software.


Josh B.

SugarCRM Review - Walz Scale

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!


Kathryn G.

Building Account Information with Details

My experience has been positive. Sugar is easy to navigate.


Victoria G.
Industry: Oil & Energy
Company size: 51-200 Employees

Excellent Community CRM

Used Daily for 2+ years
Reviewed on 2/12/2019
Review Source: Capterra

SugarCRM Community edition has been a great daily driver for my music business. It's reliable, and has enough functionality to enable me to record all the key data that I need. The ability to self-host the platform is fantastic, because it helps keep costs down, and when you work on a small-scale, you don't need all of the processing power of a paid hosted solution. Definitely a great option if you have the savvy to install and maintain your own instance on your web server.

Pros

I used the self-hosted community CRM for several years for my own music business. It has a ton of functionality that matches a lot of the basic features you find in Salesforce Classic. It's a great tool for keeping track of client data, deal tracking, etc. It's also nice to be able to self-host the platform as well as it's a lot more affordable than using a paid SaaS solution.

Cons

SugarCRM Community Edition looks pretty dated. If you don't have a lot of experience with the typical CRM data model concept, it can be hard to figure out how to use the system. The interface could be modernized to make it easier to navigate and find your way around. Another downside to being the Community Edition is that you need to know how to install and maintain the platform on your own server, but this is also a plus if you do have these skills.

Rating breakdown

Value for Money
Ease of Use

Likelihood to recommend: 8.0/10

Verified Reviewer
Industry: Information Technology & Services
Company size: 501-1,000 Employees

Indeed a great CRM with effective results

Used Daily for 2+ years
Reviewed on 5/26/2019
Review Source: Capterra

Overall my experience with this CRM is great. I am using it daily and I can say that my daily work is incomplete without it. It is so simple to use and provides amazing results for reports and dashboards, their customer's support team is very responsive.

Pros

I am using it for more than three years and like almost everything about it. This CRM is very easy to use because of its simple design and easy to use user interface. I like the way SugarCRM provides reports and dashboards which is very easy to understand. SugarCRM provides secruity of data and information and now I can handle the different campaigns, create a different campaign for anyone and even get a complete picture of it very easily.

Cons

I would like to highlight one thing that I dislike about it which is its overall cost. A small organization may not afford this CRM but overall it is worth to spend on it.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Verified Reviewer
Industry: Information Technology & Services
Company size: 51-200 Employees

The new Sugar can go head to head and surpass the greats

Used Daily for 2+ years
Reviewed on 9/28/2020
Review Source: Capterra

As a marketer, I use Sugar to track how our leads and contacts interact with our marketing content, as we've integrated the CRM with Sugar Market, our marketing automation software.

Pros

Customization - pretty much anything you want to achieve with CRM can be done with Sugar, regardless of company size or industry.

Integrations - Sugar can be connected to a vast library of software with out-of-the-box and partner-built integrations.

Cons

The admin panel can be improved from a UI/UX point of view. It's one of the areas where Sugar hasn't been updated in a while.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Josh B.
Industry: Transportation/Trucking/Railroad
Company size: 11-50 Employees

SugarCRM Review - Walz Scale

Used Daily for 2+ years
Reviewed on 3/16/2017
Review Source: Capterra

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!

Pros

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...

Cons

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

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 7.0/10

Kathryn G.
Industry: Printing
Company size: 201-500 Employees

Building Account Information with Details

Used Daily for 2+ years
Reviewed on 8/6/2020
Review Source: Capterra

My experience has been positive. Sugar is easy to navigate.

Pros

The description feature is great. You can add details & links for for the opportunity. Colleagues have said how much they appreciate the extra information and save how much research time having this all in one location has saved them.

Cons

Searching opportunities can be challenging unless you customize the search criteria for each individual search.

Rating breakdown

Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

User recommendation
7/10
Based on 341 user ratings
Compare user recommendation rating with alternatives
Compare with alternatives

SugarCRM Pricing

SugarCRM Pricing

Starting from
N/A
Free Trial
Subscription
Value for money
Value for Money
3.8/5
Based on 341 user ratings
Compare value for money rating with alternatives
Compare with alternatives

SugarCRM Features

SugarCRM Features

API
Activity Dashboard
Activity Tracking
Automatic Notifications
Calendar Management
Contact Management
Custom Fields
Customer Database
Customizable Branding
Customizable Reporting
Customizable Templates
Data Import/Export
Electronic Payments
Email Integration
Real Time Data
Reminders
Reporting & Statistics
Social Media Integration
Surveys & Feedback
Third Party Integration
Features
3.8/5
Based on 341 user ratings
Compare features rating with alternatives
Compare with alternatives

Categories

Additional information for SugarCRM

Additional information for SugarCRM

Key features of SugarCRM

  • Customer Support
  • Email Integration
  • Marketing Automation
  • Sales Force Automation
  • Social CRM

Benefits

- Focus attention on the most profitable deals
- Bring new sales representatives up to speed

- Captures leads directly into the CRM system
- Measures return on investment of campaigns

Facebook: read your friends’ news feeds in the Activity Streams dashlet
LinkedIn: See who you know or who can provide you with an introduction at a company
Twitter: read tweets of all the people you follow in the Activity Streams dashlet and add the Twitter name to a contact or lead and read their tweets directly in the contact or lead record

SugarCRM FAQs

SugarCRM FAQs

Below are some frequently asked questions for SugarCRM.

Q. What type of pricing plans does SugarCRM offer?

SugarCRM offers the following pricing plans:

Pricing model: Subscription

Free Trial: Available

Q. What are the main features of SugarCRM?

SugarCRM offers the following features:

  • Customer Support
  • Email Integration
  • Marketing Automation
  • Sales Force Automation
  • Social CRM

Q. Who are the typical users of SugarCRM?

SugarCRM has the following typical customers:

Small Business, Large Enterprises, Public Administrations, Non Profit, Freelancers, Mid Size Business

Q. What languages does SugarCRM support?

SugarCRM supports the following languages:

English

Q. What type of pricing plans does SugarCRM offer?

SugarCRM has the following pricing plans:

Subscription

Q. Does SugarCRM support mobile devices?

SugarCRM supports the following devices:

Android

Q. What other apps does SugarCRM integrate with?

SugarCRM integrates with the following applications:

CogniDox, EasyEvent, Evergage, InterWeave Quickbooks Integration, InterWeave Salesforce.com integration with Quickbooks, InterWeave Smart Payment Gateway, InterWeave SugarCRM integration with Quickbooks, InterWeave eMail Gateway, WhosOn, Zendesk

Q. What level of support does SugarCRM offer?

We do not have any information about what support options SugarCRM has