Who Uses This Software?

Sugar is a horizontal CRM platform and set of applications - organizations in all industries use Sugar to build extraordinary customer relationships.


Average Ratings

123 Reviews
  • 4 / 5
    Overall
  • 3.5 / 5
    Ease of Use
  • 3.5 / 5
    Customer Service

Product Details

  • Starting Price
    $40.00/month/user
  • Free Version
    Yes
  • Free Trial
    Yes
  • Deployment
    Cloud, SaaS, Web
    Installed - Mac
    Installed - Windows
    Mobile - iOS Native
  • Training
    Documentation
    Webinars
    Live Online
    In Person
  • Support
    Online
    Business Hours
    24/7 (Live Rep)

Vendor Details

  • SugarCRM
  • www.sugarcrm.com
  • Founded 2004
  • United States

About SugarCRM

SugarCRM enables businesses to create extraordinary customer relationships with the most innovative, flexible and affordable CRM solution in the market. The company uniquely places the individual at the center of its solutionhelping businesses transform the customer experience and enable highly personalized interactions that drive customer excellence and loyalty throughout the entire customer lifecycle.


SugarCRM Features

  • Call Management
  • Campaign Management
  • Channel Management
  • Commission Management
  • Contact Management
  • Contract Management
  • Customer Database
  • Email Marketing
  • Field Sales Management
  • Lead Management
  • Opportunity Management
  • Performance Metrics
  • Proposal Generation
  • Referral Tracking
  • Sales Forecasting
  • Territory Management

SugarCRM Reviews Recently Reviewed!

We used this program for quotes, recording assets, shipment details and leads for sales department.

Nov 03, 2017
3/5
Overall
3 / 5
Ease of Use
2 / 5
Features & Functionality
3 / 5
Customer Support
2 / 5
Value for Money

Pros: The ability to copy/duplicate previous quotes for other customer accounts. If a quote is not revisited in 30 days, an automatic email reminder is sent to account rep/owner.

Cons: Entering tracking information and serial numbers for each asset is a time consuming process, almost a full time job to input.

The transformation into 1CRM was really bad, support even worse.

Oct 13, 2017
1/5
Overall
1 / 5
Ease of Use
1 / 5
Features & Functionality
1 / 5
Customer Support
1 / 5
Value for Money

Comments: The culture of the 1CRM implementation of SugarCRM featuring incomplete, inflexible and user-unfriendly software reinforced by unhelpful and disdainful "support' is propagated throughout their network, for example by their German distributor Visual4 GmbH, who auto-renewed a subscription even though it had been cancelled (as just one example of their total administrative failure - they didn't know if you're a cloud or own-server customer, as another of many) and refusal to support a fully paid-up customer because s/he identified real and tangible problems rendering the software near-unusable.

Pros: The OpenSource concept is obviously wonderful, but needs to be transformed into a usable product with proper support, which is where 1CRM fails.

Cons: The leverage of SugarCRM into 1CRM fails in simple things like country lists that you can't add to, yet not all countries are included in the list (for example, there is no United Kingdom, UK, Britain, Great Britain, or England!), and the security certificate had expired. If you're ok to override the big red "insecure site" warnings to store your critical business data, go ahead. Me not. Whereupon "support" tells you it's your fault and you're stupid and anyway commercially useless to them. Reports are childishly implemented, can not be used by a business - but you can re-do them yourself using a clunky and functionally limited interface for an additional fee. Professional-looking offers, order confirmations, and invoices have been around for decades, should be included in the most basic version of any product, and should not need end-user re-programming at any cost.

A CRM worth it

Oct 12, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Comments: SugarCRM is "the" system every business ,big or small, should incorporate as a true leverage for taking your business far and beyond..

Pros: Flexibility, affordability, portability, cristal clear cost model, user friendly, intuitivity, integrability.. All abilities.

Cons: It will be nice that reporting capabilities where improved. A bigger apps exchage market place wil be a plus.

SugarCRM - Quick CRM

Oct 11, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Comments: The best way to start into CRM World!

Pros: - Easy to Install - Easy to Deploy - Easy to Development - Many knowledged base pages - Many plugins - Easy to Integrate

Cons: - Scalability - Not is intuitive - Little volatile - Hard frond-end customization - Security Schema not enough

An ideal tool to organise your internal processors prior to invest on enterprise level CRMS

Oct 05, 2017
3/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
2 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Comments: Value for money

Pros: Easy to commence with few functionalities around Low implementation cost Ability to import data from traditional spread sheets & databases Export function when migrating to enterprise level (high level CRM systems)

Cons: Only suitable to address small to mid-rage complexities Out dated UI Limited functionality compare to Salesforce and MS Dynamics

SugarCRM Review

Sep 08, 2017
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: SugarCRM functioned well for storing prospect and customer information.
I was able to load new contacts into the system without much hassle.
Our company is able to adjust the system software to fit our specific needs with ease simply by reaching out to the support team.

Cons: We wanted to explore other CRM options it was nearly impossible for me, from a user standpoint, to export all of our information.
We were coming up on the end of our trial and stood to lose all of our data and I couldn't figure out how to export it. Difficult to do filters as well. I didn't like the format for leads to accounts to sales. Pipeline is also difficult to follow.

Overall: One of the main benefits is having the mobile app that SugarCRM provides this helped to get us data and information at our fingertips when needed. Sugar is reasonably priced, has pretty good user-friendly interfaces and requires just a little training to get used to it. It's more suitable for mid-sized companies.

Customizable CRM at about half the price of SalesForce

Aug 15, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Customizable, good report generation module, integrates well with Microsoft Office programs and QuickBooks

Cons: I wish there were more integrations with other software, i.e. Constant Contact. Most major software programs seem to be very focused on SalesForce integrations with everything else an afterthought.

Overall: Helps keep sales leads and opportunities much more organized. Good client database.

For is SugarCRM does what we need on a basic level. Perhaps we could explore further

Jul 18, 2017
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Easy to access customer files, cloud based is nice, support staff is helpful, having email templates is nice.

Cons: Hard to customize for automatic actions and such. Creating custom reports is not intuitive and seems cumbersome.

My experience with SugarCRM

Jul 18, 2017
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: SugarCRM is a great tool. You can run this offline on your own servers. Sugar offers extensive help tools. Sugar is highly customizable. Sugar offers multi-currency support. There is a free version available as well.

Cons: The down falls that I only see with SugarCRM is that it offers limited import tools, and the storage has limits. It does have a daunting interface. It can at times be difficult to administer.
It does require up-front commitment to a minimum of ten users. There is no true trial available.

Overall: The benefits that I experienced with SugarCRM is that it shorten sales cycles. It helped to retain more customers. It helped to increase employee productivity. It did help to improve inter-departmental communication this was the biggest reason why we needed SugarCRM. SugarCRM helped us close the gaps in our sales and customer service processes.
We where able to integrate with other business systems which helps our overall processes.

Excellent interface and user experience.

Jul 13, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I enjoy the easy to use interface, the intuitive workflow design, and the trees of features. Help and support is also top notch. Cost is very good.

Cons: I wish there were some more licenses that came with each purchase. It doesn't always cleanly interface with other software but is good most of the time.

Easy to use CRM

Jun 27, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money

Pros: Very easy to use and easy to learn, my team and I love SugarCRM. The Mobile CRM is also very awesome!

Cons: I found a little bit pricy. If your are a smaller company SugarCRM is mostly likely too expensive for you

Very versatile product.

Jun 27, 2017
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Our company is able to adjust the system software to fit our specific needs with ease simply by reaching out to the support team.

Cons: Some of the features are a little generic and could be a little more updated with the times. Overall it is a good product.

Very customizeable

Jun 12, 2017
4/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
Likelihood to Recommend: 8.0/10 Not
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Pros: We have highly customized the application and it has worked very well for our specific industry. Easy to program and easy to work with.

Cons: There are some legacy portions of the software that pose some challenges but Sugar upgrades their application often the only issue is when you run a highly customized sugar application it is challenging to upgrade to newer versions.

My experience was not the most enjoyable.

Jun 08, 2017
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money

Pros: It functioned well for storing prospect and customer information. I was able to load new contacts into the system without much hassle.

Cons: When we decided we wanted to explore other CRM options it was nearly impossible for me, from a user standpoint, to export all of our information. We were coming up on the end of our trial and stood to lose all of our data and i couldn't figure out how to export it for the life of me. It may have been a user error but i consider myself to be pretty tech savvy.

Review of SugarCRM

May 18, 2017
1/5
Overall
1 / 5
Ease of Use
3 / 5
Features & Functionality
1 / 5
Customer Support
1 / 5
Value for Money
Likelihood to Recommend: 2.0/10 Not
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Comments: Not real happy with customer service also.

Pros: It does have cool graphics The mobile app is pretty great, The whole premise of what it can do for you seems to great, just was difficult to make it perform like they said

Cons: I don't like that I have to input the same info multiple times on mulitple pages to get the info in the right place Difficult to do filters. I didnt like the format for leads to accounts to sales. Pipeline is difficult to follow also

Very feature laden, interface can be too busy

May 17, 2017
4/5
Overall
2 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Pros: Sugar is great in that it can be customized for virtually any application. The software is robust and rarely crashes. Reporting is very extensive and data can be mined for a multitude of scenarios

Cons: Interface can be too busy. Error messages can be cryptic or it is not obvious where the problem lies

Not very impressed

Apr 20, 2017
3/5
Overall
3 / 5
Ease of Use
2 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 4.0/10 Not
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Pros: easy to create list views and simple reports

Cons: creating workflows are not straight forward and are lacking functionality

Overall: I have been a user of Salesforce and Hubspot and Sugar seems more clunky and not as sophisticated as Salesforce's and Hubspot's functionality.

A decent CRM within budget

Apr 16, 2017
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money

Comments: Sugar is a decent CRM available within your budget. The workflow is rigid and it's difficult to customize it based in your specific needs. Customer support is good. A little more flexibility will make the product better.

Promised a lot, but not all there

Apr 14, 2017
3/5
Overall
1 / 5
Ease of Use
5 / 5
Features & Functionality
2 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: 2.0/10 Not
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Pros: Lots of add-ons, more than one support group.

Cons: A lot of items need to be custom built.

Overall: We had the On Demand product, it started out with our data imported 4 times. Then we were blamed for the duplicates. We were promised features, that after setting everything up would now cost extra.

Recommendations to other buyers: Ask more questions before signing up.

It's ok if it's all you can afford

Mar 24, 2017
2/5
Overall
1 / 5
Ease of Use
1 / 5
Features & Functionality
1 / 5
Customer Support
3 / 5
Value for Money

Comments: Having worked extensively in Salesforce, I accepted a job where I would be managing SugarCRM instead. While it's functional enough it isn't as robust tool for sales analysis as Salesforce. I didn't find the reporting intuitive and worse it was rather clunky and didn't provide the dissection of data that I would expect from a CRM.
It is a great tool for a young company learning how best to scale but doesn't offer sufficient reporting and analysis to help scale a growing company.

SugarCRM Review

Mar 24, 2017
3/5
Overall
3 / 5
Ease of Use
2 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Comments: We like the service, there just seems to be a lot of bugs with each update. We do appreciate the quick responses from support.

Better than Salesforce

Mar 24, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Comments: I have used Saleforce on another job and when i started with my company I am with now we used Sugar. Boy what a difference. Much easier to use and faster to get reports done¿. Awesome!!! Archie Andrews would be proud!!

Amber's Review

Mar 24, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Comments: I really enjoy how easy this program works. It makes my job less stressful and i will continue to use this great service!

Keeps Me Organized

Mar 24, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money

Comments: Helps me manage multiple projects and accounts to coordinate efficient workflow from the beginning of the project to the end.

Great Value

Mar 24, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: low price per user. easy to use basic features

Cons: report generating is complicated and gets confusing.

Overall: We used Sugar for our sales team and became the fastest growing team in the company. 143% in two years. Sugar helped us keep it all organized.

Powerful yet easy to use CRM

Mar 21, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money

Comments: Love the application . Love the ability as a non-programmer to be able to develop new modules that meet our specific requirements.

We are On-Demand and seem to have issues after upgrades but generally get them resolved.

Affordable with Plenty of Function For All Business Types

Mar 20, 2017
5/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Flexibility and customization.

Cons: Sometimes it is a little too complicated.

Overall: While there are other solutions out there for small businesses that may be easier to use, there isn't much IMO that offers 3rd party integration and nearly endless options for customization and growth. We have happily been using Sugar for over a decade now.

Recommendations to other buyers: Would appreciate a more simple solution for drip campaigns.

Good Value for the Price

Mar 20, 2017
4/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Easy to learn and easy to configure.

Cons: Has its limitations on configuration and fields that are available.

Overall: I have been using Sugar for about a year. I am the Contract Manager and have set up the Contracts module to meet our needs. I do find that the fields don't always work the way that I would like them to work, but have been able to improvise. Sugar is very easy to use and I was able to set up our contracting module with little help or training.

Sugar review, march 2017

Mar 20, 2017
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money

Comments: I've started using Sugar a few years back. Why can't the engineers at Sugar figure out how to create a way to print an account, email etc?

Vendor Response

by SugarCRM on March 27, 2017

Sean, Thanks for your review. In most browser views, simply hitting "control/command+p" will print any record, and email is print enabled. Are you on the latest version (7.x?) of Sugar Professional or Enterprise? Let me know at mschneider@sugarcrm.com - happy to help. Thanks again for using Sugar! Martin Schneider Head of Product Evangelism, SugarCRM

Sugar CRM Review

Mar 20, 2017
1/5
Overall
1 / 5
Ease of Use
1 / 5
Features & Functionality
2 / 5
Customer Support
4 / 5
Value for Money

Comments: Sugar is farily cluncky. It is very difficult to import any leads from Zoominfo, and seems to have constant problems.

SugarCRM Review 3/20/2017

Mar 20, 2017
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money

Comments: I am a user, not an administrator and I find the tool easy to use. I would say one area that could be improved is the search functionality. It is a little cumbersome and does not allow you to cross-search among different record types.

Great CRM!

Mar 20, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Comments: I love this platform. It is easy to use and easy to customize. Customer support is second to none and they help to answer my questions and concerns.

Sugar user for 5 years

Mar 20, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Pretty easy to use, robust mobile app, good reporting.

Cons: Some basic functionality is missing, ie, had to write a custom report/fields to be able to see when the last time a contact was contacted (email, meeting or phone).

Overall: Overall, Sugar has worked pretty well for us. As with most customizable software, it is all about the implementer and getting it set up well. If we had worked to get other areas more integrated, I would rate it higher. We are a smaller company (15 users), and do not have a " Sugar champion" other than the president. Reporting module is easy to use, the mobile app is (now) pretty good. We recently looked at the other major CRM apps, and chose to continue with Sugar. We are making some much needed changes to our Sugar instance, which will help with utilization.

Mostly Good

Mar 20, 2017
4/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: High level of customizability

Cons: Not intuitive to customize, requires many complex steps to set up the way we like it.

Overall: Overall the SugarCRM platform has brought a lot of value to our organization. That being said, the mobile app needs more functionality and needs to be more integrated into the phones. Our organization has a number of traveling sales reps and for them to remember to use the Sugar App to make calls is tough. Also, we were told that when recieving a call the app when propmt the user to automatically log the call once they are off the phone, this does not happen. Last item of frustration is that there is no easy way to import contacts from their phones in the Sugar Platform.

Great CRM for the price. Very flexible

Mar 20, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Comments: I really like the flexibility and ease of customization. Through the developer studio, we have been able to customize Sugar to adapt to our ever changing business needs. The online support is also very good.

SugarCRM beats all others

Mar 20, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: It has everything, and an Admin can make a lot of changes to include creating new modules, fields, relationships, and automate workflows WITHOUT coding and keeping it upgrade safe.

Cons: None

Overall: Many robust capabilities, including Quotes, Projects, and a product catalog, and there aren't the hidden costs like Salesforce, etc. Can be integrated with your ERP easily.

Robust CRM that is easy to use and modify

Mar 20, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Comments: We found sugar is a reliable CRM that we can use both as on-demand and on-site(our own aws instance). Even though there is a slight learning curve of how to use all of its features, it is perfectly capable of fitting all of our demands.

A good solution for small companies

Mar 20, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: ease of use

Cons: customer service is not as fast as we would like.

Overall: We vetted out a few CRMs and settled upon SugarCRM. For a small company, SugarCRM is perfect for us. The ability to archive and set-up new people from email is easy. The CRM allows us to keep better records to ultimately be better communicators to our partners, clients and attendees. Tagging and adding to drop downs is a breeze with our support team partner. We also enjoy working with Highland Solutions on SugarCRM. They have been helpful when we have integrated SugarCRM with our other systems.

Recommendations to other buyers: Think about how you may want to use the software before you pay to use it. Going in with a plan will allow you to mazimize your spend.

Good only small issues

Mar 20, 2017
4/5
Overall
1 / 5
Ease of Use
3 / 5
Features & Functionality
2 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: The ability to have all information in one location

Cons: Reports are difficult to create and run

Overall: I like Sugar CRM as a whole. As an admin the only issue I have is that there isn't much step-by-step instructions or help when it comes to building out tabs or extra fields. Also querying reports is not easily done.

SugarCRM Review

Mar 20, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Comments: I had never used a CRM program before SugarCRM. Once you use it day in and day out it becomes very easy. YOu then get to focus on all the features that can truly help your business grow and succeed.

Sugar customer service

Mar 20, 2017
3/5
Overall
3 / 5
Ease of Use
2 / 5
Features & Functionality
1 / 5
Customer Support
3 / 5
Value for Money

Comments: When the program is working, it performs as advertised. If you have an issue, or need assistance, good luck!

SugarCRM Review

Mar 18, 2017
2/5
Overall
3 / 5
Ease of Use
2 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 3.0/10 Not
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Comments: Not nearly as good as I had hoped it would be and not nearly as easily adapted to my business as advertised but it's too much of a pain to change CRM software so we make it work.

Supporting Sales, order tracking, install and setup

Mar 17, 2017
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
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Pros: easy to use

Cons: did not capture a lot of detail - that is the tough balance - what is too much.

Overall: We use SugarCRM for many parts of our business. Overall it keeps track of a lot of activity and provides visibility into client activity and allow us to report on a weekly basis.

Awesome product for any business.

Mar 16, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Functionality and API is impressing

Cons: UI is slow for 2017. Need to speed up the response time.

Overall: I have been using SugarCRM for several companies. What stood out to me is the functionality you are getting right out of the box you are getting everything you need for the fraction of competitor's price.

I would rate customer support 6 stars, they are always on top, extremely fast, and even providing you with the solutions for 3rd party applications.

Another big thing is ability easily integrate SugarCRM with your own applications or install custom plugins. API functionality is quite impressive and easy to use, we have done a lot of integrations and automation in our company.

I recommend SugarCRM to everyone who wants to take his/her business to the next level, and actually see what is happening in the organization, and why.

Not struggling anymore

Mar 16, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Pros: Very user friendly and always being offered continued education on the use and benefits of the software.

Cons: Sometimes it is overwhelming but that's because there are so many parts and pieces to this software.

Overall: Our company utilizes SugarCRM to track service calls from our client base. We can now refer back to previous calls to monitor equipment efficiency and deficiencies. We can now eliminate the use of a client directory as SUGAR allows us to document all information within the software database. The other huge benefit is we can now automatically dispatch a call directly from the client case we have created. Our technicians receive an email with all information to fill out a service order including a PO number for quick payment. Our help desk has become very streamlined because of SUGAR and we are considering expanding the other options available to departments such as parts and administration. Very pleased with SugarCRM!!

Recommendations to other buyers: Video tutorials

Great CRM solution, Self hosted

Mar 16, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: - Self Hosted
- Easy Customization
- Customer Service

Cons: Takes longer time than usual to render a page

Overall: SugarCRM is the best CRM solution we have came across. Specially with self hosted options and easy customization makes lot more easier to work with. There are lots of add on available as well to plug and go. Must try CRM software.

Sugar CRM Foresight Sports

Mar 16, 2017
4/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
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Extremely
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Pros: Very Easy to use. It can fill almost every need we need

Cons: Can not fill every need for automation. Many items required manual notes be added

Overall: I had a good experience. I like how customizable items are. Overall everything is good. Some of the automated items could use some work to become more inclusive or customizable. The support portal is a little bit difficult to get responses from.

Recommendations to other buyers: Keep progressing. I like where it is headed

Sugar CRM Review

Mar 16, 2017
3/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Flexible, I can create my own modules.

Cons: Not 100% dependable, occasional instability.

Overall: Works well, occasional oddities, occasionally inaccessible. Flexible.Global Search has problems.

Promising CRM that's expensive and poorly executed

Mar 16, 2017
1/5
Overall
2 / 5
Ease of Use
2 / 5
Features & Functionality
1 / 5
Customer Support
1 / 5
Value for Money

Comments: Sugar requires that you have a shared file system, which makes any HA strategy difficult, expensive, and fragile.

The default permissions model in Sugar is everyone can do everything, unless you remove permissions for that specific user or their role. Which is ridiculous, any permission system should be deny by default.

The email module which we use heavily is unreliable. In Feb. of 2015 we discovered that their system was unable to import emails containing emoticons and extended UTF-8 characters. The system simply choked on the emails and imported none of them, which means any team relying on the module to get email will never see those emails. We opened a bug with sugar support. As of today it's still not fixed.

Overall I wouldn't recommend using SugarCRM if you have any other option.

Solid Product

Mar 16, 2017
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: It's always up.

Cons: Support via email in not my preferred channel.

Overall: Very reliable, Love the auto software update, it makes it easy and one less thing I have to do. :)

Good bang for the buck

Mar 16, 2017
3/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Easy to enter information

Cons: Difficulty of building custom reports

Overall: I used Sugar CRM for about 4 or 5 years now. It's proven to be a good database that's fairly customizable. The cloud based approach is nice. Creative no custom reports is really where I feel it could be improved. The programming it takes to build the report in the way you want it is cumbersome and difficult for me. Other than that, I really like the product.

Vendor Response

by SugarCRM on March 16, 2017

Bjorn, Thank you for the honest review - FYI - we have a reports module overhaul as top priority for upgrade in 2017, which should address the ease of making customer reports you mentioned. Thanks again - we truly value your feedback! Martin Schneider Head of Product Evangelism, SugarCRM

Usage for Law Firm

Mar 16, 2017
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Workflows help us get knowledge about our client leads to the appropriate people for action to take place

Cons: Kind of a learning curve in order to set up the system and workflows

Overall: We aren't in sales per say but we have adapted it to be able to use it for our needs and it is working great. We just upgraded to the Enterprise edition so I am looking forward to diving in to more features and knowledge!

Recommendations to other buyers: Need to have more in depth tutorial videos on features

Best of the best

Mar 16, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: Installed in 2012. Customized to match business organization and processes using integrated GUI tool (Studio). Cloud implementation (OnDemand) is reliable - negligible down time in five years. Performance could be better for large database; release due in 2Q17 forecasted to help. Highly recommended.

Not worth it

Mar 16, 2017
2/5
Overall
1 / 5
Ease of Use
2 / 5
Features & Functionality
1 / 5
Customer Support
1 / 5
Value for Money

Pros: Captures all emails - even if you enter email address AFTER you have sent an email

Cons: Slow, cumbersome, difficult reporting, poor customer service,

Overall: We have been using Sugar for approx three years. We moved from a less capable system but are finding Sugar to be annoying to use and too expensive. Plus, they require payment in advance and you do not get any credit if one of your employees leaves and you aren't using all of the licenses. We are looking to move to another software.

SugarCRM Enterprise Analysis

Mar 16, 2017
2/5
Overall
2 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 3.0/10 Not
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Pros: Studio (when it works)
Open source flexibility

Cons: Caching mechanisms
Lack of long term release schedule and small version life cycles
Support not owning the initiative of resolving cases

Overall: Being an open source CRM app with flexible deployment options makes SugarCRM unique and a standalone in the CRM space. However, allowing for such flexibility should require the utmost discipline regarding release schedules, changes to code (especially caching mechanisms), and overall system recommendation documentation provided by SugarCRM, the company. This is not currently happening.
Stock code base is fairly solid but when customizations are added, significant caching issues arise. There are also various areas of the app that still retain antiquated layouts (bwc modules). These issues make the app confusing and unreliable at times.
Support should be more tenacious when attempting to find resolution to cases - don't just post a note or two, wait a period of time and close the case. CALL the customer - email the customer - do whatever it takes to get CONFIRMATION from the customer that the issue is resolved.
Create a server side integration to Outlook...we are a 50/50 Mac/PC shop and email archiving is incredibly inconsistent.
Overall Studio is a great tool (when caching works appropriately). It does allow us to create without developers on staff.

Vendor Response

by SugarCRM on March 16, 2017

John, First off, thanks for being a long time Sugar user. Kasasa's use case is very in-depth and a model of what our flexible platform can achieve. Regarding the server-side email - have you looked at Riva? https://sugarexchange.sugarcrm.com/apps/21848#!overview Also, I know we are working on server-side versions of the Outlook plugin, but release date is TBD. Thanks again for your honest and thorough review - we always strive to make the product the best we can and provide the level of service you expect. Email me at any time to discuss further at mschneider@sugarcrm.com. Sincerely, Martin Schneider Head of Product Evangelism, SugarCRM

My favorite CRM option but not the easiest for employees to navigate....

Mar 16, 2017
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: The file retention, the report capabilities

Cons: The 'breaks' in workflow

Overall: We have been using Sugar for almost 8 years and have been happy with it. The workflow consistently causes issues and the options for employee files is limited. We also here lots of negatives from our employees on user-friendliness however, the admin love its functionality.

Recommendations to other buyers: The appearance of the platform could be upgraded so it was more 'attractive' to users

Vendor Response

by SugarCRM on March 16, 2017

Hailey, Thanks for your review - I'd love to learn more about which version you are using - as the Sugar 7.x upgrade is focused almost entirely on user experience, look and feel :) Also, has your firm looked into Advanced Workflow? It is far more stable and reliable than the predecessor. Email me at mschneider@sugarcrm.com with any and all questions anytime! Martin Schneider Head of Product Evangelism, SugarCRM

Sugar review

Mar 16, 2017
3/5
Overall
2 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
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Pros: Allows management of your accounts and can give you reminders

Cons: Limited for cell phone use in slow to enter information on laptop

Overall: Sugar is it fairly accurate tool for customer relations management. I am finding that it is much easier to keep track of all records if I can do it on my cell phone rather than the laptop. There are quite a few limitations to using sugar on his cell phone and given your laptop Internet speed you can't be waiting for quite a while to download information from one item to the next. Overall I would give it a B minus

Recommendations to other buyers: Allowed to delete information

SCRM Review

Mar 16, 2017
3/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Comments: We like SCRM overall. Our partner TAI is outstanding. The on-demand stability is an issue too often.

Order and easy form use

Mar 16, 2017
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Comments: We keep our portfolios and customers orderly thanks to Sugar. Allows us to generate reports automatically in this way we can validate the status of our customers and their services purchased.

Functional but not totally integrated

Mar 16, 2017
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money

Comments: I like the user interface but I think the admin is clunky. Newer CRMs provide more single screen administration options and modifications. Additionally, my team is on the newest version of Windows/Office and we can utilize a plugin... which stinks. The report functionality and the inability to export complex reports in any other format than PDFs is disappointing. The way that all sales data is based on Periods makes creating any usable Year over Year very challenging. I haven't figured it out yet. We chose Sugar due to existing integration options with Sage100. While the integration was fairly smooth, I have daily around the data exchange.... which is frustrating.

Easy to use and loaded with features

Mar 16, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Comments: I have used other CRM's in the past and Sugar is by far the best. The email campaign feature alone is worth the money. It is very easy to set up and use and the ability to easily customize much of it makes it a very versatile and valuable platform that our business depends on.

Office Manager

Mar 16, 2017
5/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: There does not see be a lot of down time. In other words it is very seldom out of service. The format is good since we can customize it. Customer service is fast, professional and courteous.

Cons: We should be able to BOLD or Underline . We need more color options. We need to be able to highlight within our comment section. We cannot cut and paste like we used to be able to do.

Overall: Since the last update our page has too much blank space. We were told there is nothing we could do about it. I think we should be able to Bold words and or sentences. Also, We used to be able to copy and past and it does not allow that anymore.

Recommendations to other buyers: See my fist comments on first page.

Great For Sales and Leads Tracking, Leaves Much to Be Desired with Support Case Management

Mar 16, 2017
4/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Sales tools, lead tracking tools, reporting features are second to none
Module builder is fantastic and very customizable.

Cons: Case management tools are lacking to a high degree, very dated

Overall: I've used SugarCRM a great deal in current and previous employers, and have always been thrilled with the sales tools that SugarCRM has, and the great ability for customizations, not to mention the continuing updates for each version. Their customer support team is top notch and very helpful for the most part, and there has been very little downtime, allowing all our teams to use the product successfully.

If I could choose one thing they could improve upon, it would be their outdated case management tools. I work with our support team and find the options to be limiting compared to other case management solutions such as Zendesk (which I have also used previously). If I am to point out glaring specifics, it would be tracking visibility on unassigned cases (who is viewing each case record? has the case record been updated while I've viewed it?). It would also be the absolute poor setup of getting cases into Sugar -- we have an inbox set to automatically add in cases, but if a customer or one of our personnel doesn't email directly from inside Sugar's Email module, it creates a new case ticket (over and over). This may be a byproduct of the way we have our case management set up, but there are no best practices, and I've had to create custom Process Author tools and Workflows to get it running in a decent way.

Again, the product is great from a sales point of view and for lead tracking tools, but the case management tools are dated and need to be examined and looked at to match their competitors in that category.

Recommendations to other buyers: This software is a mostly great well-rounded CRM, and their support team is fantastic with any questions.

SugarCRM Review - Walz Scale

Mar 16, 2017
3/5
Overall
3 / 5
Ease of Use
2 / 5
Features & Functionality
2 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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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!

Overall: 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!

Recommendations to other buyers: Improve customer service by having Account Mgrs reach out to key accounts and see what they might be struggling with.

Sugar CRM is the central nervous system of our organization

Mar 16, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: ability to customize, ease of using "studio", out-of-the-box capabilities, extremely easy to manage/ administer

Cons: Certain layouts seem unchangeable, so we work within the constraints of the module

Overall: We have been using SugarCRM for 5 years and it has scaled with our organization through tremendous growth. The standard functionality is extremely useful, but the ability to customize the modules for our specific business is key.

Review of SugarCRM

Mar 16, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: Sugar CRM is a very intuitive program and provides many detailed features which have been extremely helpful.

ATP Review

Mar 16, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Customization, ease of use

Cons: The reporting is helpful, however not as robust as we wished it could be due to the on demand nature of our instance.

Overall: We've been using SugarCRM for almost four years now, and it has vastly improved our reporting and tracking activities. It has really helped automate previously manual functions that are required for our monthly reports and the customization of fields makes it really catered to our needs.

Sugar Review

Mar 16, 2017
3/5
Overall
2 / 5
Ease of Use
2 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 4.0/10 Not
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Pros: It's failry simple to navigate and the APP is ok too.

Cons: Creating reports seem to be a challenge.

Overall: I've used many other CRM's (Salesforce, Netsuite, Dynamic) and have found them to be more robust than Sugar. However, I also realize those CRM's are a lot more expensive so I guess you get what you pay for. Overall, I think Sugar is sufficient for what we use it for, which is mainly keeping records of contacts. Our company doesn't utilize all the benefits of Sugar so that falls mainly on us.

As simple or as complex as you want, Sugar CRM works great

Mar 16, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Customization.

Cons: The learning curve.

Overall: Having used both the on-site version and the cloud-based version, I can honestly say that Sugar can adapt to any environment for any possible restrictions. Like all CRM, it does have its learning curve, but once you get the hang of it you find that you can do all of your CRM related tasks and management fairly easily and quickly. That you can write custom code for it was a huge plus for us, and when we updated to the newest version, Sugar Support was of tremendous help getting our old code to work with the new version.

All in all, Sugar CRM is pretty great. If you're considering using CRM, give Sugar a try, you may be surprised.

Sugar Review

Mar 16, 2017
1/5
Overall
1 / 5
Ease of Use
1 / 5
Features & Functionality
1 / 5
Customer Support
1 / 5
Value for Money

Comments: 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. The fact that reports can not be exported to excel in a usable fashion or even have the paper size the print to adjusted has made this completely unusable. We have spoken to many people at Sugar about this and although we have been told that this is an issue that has been raided by many it is not something that they are looking to fix. The interface is clunky and not user friendly and the search capabilities are not intuitive.

Not Salesforce...but that's not a bad thing. Perfect for smaller businesses that need customer track

Mar 16, 2017
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money

Comments: Coming from a Salesforce background/admin. Sugar has been all our company needed for our CRM.
Easy to use

Easiest CRM I've used

Mar 16, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Comments: I have used several case management systems and this has been by far the easiest and most accommodating. I like that we are able to form the system to our own needs.

Excellent resource.

Mar 16, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Really fast - easy to use. Would like more integration importing from Gmail and other CMS's etc. All in all very good.

Cons: Couldn't find much to complain about.

Overall: Using it for all my clients at work. It's a real plus to keep track of leads, sales, and more. Just entered a few updates and set a few new leads this morning. Perfect.

Recommendations to other buyers: Try it today - maybe they have a trial for free?

Great social media oriented CRM!!

Mar 15, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Comments: Great product if you are into social media engagement management.

Pros: Easy to integrate with social accounts.

Cons: Not many options on basic CRM features

nice software

Feb 24, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: nice use i feel lovely when i use this nice use i feel lovely when i use this nice use i feel lovely when i use this nice use i feel lovely when i use this nice use i feel lovely when i use this nice use i feel lovely when i use this nice use i feel lovely when i use this nice use i feel lovely when i use this nice use i feel lovely when i use this

Bargain paid open source CRM with lots of power

Feb 17, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Open source roots. Benefits from the rising tide of PHP innovations which let you keep up to date by adding new modules for a very affordable prices. There is a massive community of PHP developers available to help build custom modules for you for cheap prices, if you don't have PHP programming skills.

Cons: It can take some time to get used to how to use it. Also, it's too bad the free SugarCRM CE (Community Edition) version 6.5.25 is somewhat outdated, and updated only to fix security bugs. Although, it's about 75% the same features as the paid current version of SugarCRM Pro 7.8.

Overall: In my opinion, one of the top two open source CRM apps. A responsive web interface which works the same on all smartphones tablets laptops and desktop computers, no app required. The CRM of choice used by many upstart aggressive disruptive companies of all sizes. Highly cost effective, and expandable with tons of third party PHP modules available from the SugarOutfitters app store, such as connectors to your phone system, document system, marketing automation, reports, social media, etc. A complete bargain when compared with the usual salesforce which runs inside a restricted environment. Way more customizable because you have the wide ranging freedom of adding the latest innovations of PHP code to strengthen and automate your CRM.

Recommendations to other buyers: Before buying, you really should take a free test drive for 2 weeks or so, and see how you like it.

It's a sweet program that helps the medicine go down and the contacts move through the funnel!

Feb 17, 2017
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: pretty intuitive to use and a clean layout; helps us track our sales funnel from capturing leads to sales so very helpful in meeting its designed intent

Cons: can't always quickly find what I'm looking for but likely caused by not using it day in and day out

Overall: My use of Sugar has been a bit more limiting than some others, but when used, it's been a solid CRM to meet out needs. We've tried an in-house built CRM and it keeps paling in comparison to Sugar. The features and functions are strong and it's abilities are probably much more powerful than I've learned how to use to date.

Recommendations to other buyers: none at this time

Texan-SugarCRM

Jan 30, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Comments: With SugarCRM you can drag and drop (i am die hard fan of drag and drop functionality) modules around to customize the look-and-feel. Since SugarCRM is open-source, any developer can access the source code and develop add-ons to the source code. Developers can create their own integrations with Sugar using PHP.

It can't keep up

Jan 19, 2017
2/5
Overall
2 / 5
Ease of Use
3 / 5
Features & Functionality
2 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 3.0/10 Not
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Pros: Customization:Have the posibility to create new modules

Cons: Slow
Ugly and ancient UI
Hard to use
Lack of good support documentation

Overall: At start when was used in the company where I work was working relatively fast with quick load times and almost zero crashes, but when the company grow with more employees, new headquarters and more customers and much more data in our database, the software become slow, sluggish and very unstabble. Even when I was testing a new version out of the box of sugar with an empty database in wamp and xamp enviorement , it was very slow and sluggish .

Vendor Response

by SugarCRM on January 19, 2017

Alejandro - sorry to hear about your issues - quick question - are you using a paid commercial version or the free Community Edition? You noted an older UI - and Sugar 7.x has the most modern UX on the market so I was curious if you're using an older or open source version and thus the performance and UI complaints. Let me know at mschneider@sugarcrm.com thanks!

Easy to Use

Jan 16, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Comments: I use Sugar CRM mostly for keeping track of contacts who wish to receive newsletters and print mailings. It is very easy to use and to filter down contacts within the system.

Good CRM Tool - Self hosted using a Windows/SQL stack.

Jan 09, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Sugar is easily customized and the option to host on-site is not available by a lot of other CRM providers. We are able to synchronize a lot of data from our existing business software easily by directly accessing the SQL database. With the cloud version, we would have had to write code utilizing the CRM API to synchronize everything. Building all of that would have been significantly more expensive for us.

From both the Admin and user perspectives, the software is very easy to learn and intuitive. Our users are very happy with the new software and easy it is to use.

Overall: It has worked well and really empowered our sales process. For the first time, we are able to easily see where a pursuit is in the sales process. Overall, it has increased our team selling and made communication more efficient across the selling team. Sugar has a good base and framework to build out marketing automation, which is driving better market awareness and sales than before.

One of the worst CRMs I've ever used.

Jan 05, 2017
3/5
Overall
2 / 5
Ease of Use
3 / 5
Features & Functionality
2 / 5
Customer Support
1 / 5
Value for Money

Comments: We were excited to use Sugar when we first learned of it. We thought anything could have been better than our old CRM -- it was all in the cloud, it was all responsive, and you could access it from anywhere. So exciting! Unfortunately, that wasn't the case. It is clunky, chunky, and crashes CONSTANTLY. You can only have one tab open at a time (as of my last experience), and it loses data very frequently to the point where you'll have to resubmit information multiple times. It was nothing but a headache. Implementing new modules was no better, and the customer service was impossible to reach. I'm glad that we moved away from it.

Vendor Response

by SugarCRM on January 13, 2017

Jessica, I am sorry to hear about your issues - this is literally the first I've ever heard of crashing and lack of multi-tab stability in the application - and I've been here for 10 years and worked with thousands of customers. Also - our commercial clients typically rave about our customer service responsiveness, so your issues are concerning. I'd love to learn more about your deployment and see if we can help. Email me any time at mschneider@sugarcrm.com with your account info and I'll get this addressed ASAP! -Martin Schneider Head of Corp. Strategy at SugarCRM

A bit touchy

Dec 12, 2016
3/5
Overall
1 / 5
Ease of Use
4 / 5
Features & Functionality
2 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: 2.0/10 Not
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Pros: Looks powerful
Famous

Cons: Hard to configure

Overall: I was looking for a CRM and tryed a lot of tools. SugarCRM is a well known product so i tried it.
I'm a bit desapointed, it's not really plug'n play... you need to configure a lot and the UI is not user-friendly. Perharps I don't need such a tool that looks powerfull...

Terrible software, they must update it asap

Dec 06, 2016
2/5
Overall
1 / 5
Ease of Use
3 / 5
Features & Functionality
2 / 5
Customer Support
2 / 5
Value for Money

Pros: everything is bad here

Cons: zero cons

Overall: Can't even know where to start. The interface looks like it has not been updated since 1995, and nobody cares. Tried to setup email functions, but failed, and the interface again is a turnoff.

Vendor Response

by SugarCRM on December 13, 2016

Prateek - it sounds like you are using the free open source edition of Sugar. This is an unsupported, out dated version. Sugar commercial editions have a brand new, industry leading UI, and one-click email integration setup. Hope you can check out a free trial of the current supported versions!

Great CRM system with good functionality without the price tag

Dec 05, 2016
3/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Pros: easy to set up workflows, easy to customize in-house, flexibility

Cons: Cons: the new Process Definition module has got few bugs making the usage a bit frustrating

Overall: SugarCRM is a great CRM tool; easy to use with good functionality without the price tag. I've been using it for few years and believe it is the best CRM system on the market. I'm currently using the Enterprise version

SugarCRM From Marketing Perspective

Nov 21, 2016
2/5
Overall
1 / 5
Ease of Use
2 / 5
Features & Functionality
4 / 5
Customer Support
2 / 5
Value for Money

Comments: I work in marketing and was given access to the software after our company's initial set up and implementation. It could be the way my company has it set up, but I find it clunky and hard to navigate. According to our team, most reports have to be custom coded and it's hard to just find report information easily or see all customers/leads that fall into a certain category.

Tries too hard!

Nov 08, 2016
3/5
Overall
1 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
5 / 5
Value for Money

Cons: Too complicated for end users

Overall: Very complex system that feels like it is trying to be too clever. Although it is very customisable, it is extremely complicated for the end user.

Very Customizable CRM software.

Nov 07, 2016
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: It is a very robust systems that can be used for tracking customer support, sales and contact management.

Cons: Because of it customizable nature, it can be set up incorrectly by the end user. For this reason, it is very important to have someone in house that is very Sugar savvy to ensure it works the way you need it to. When updates are delivered, it commonly knocked us down for a few days while we implemented changes to make everything work again.

Overall: We use CRM to track our sales leads, current customer support and create mass mailing lists. It is a very powerful tool when used correctly.

Recommendations to other buyers: Do your homework ahead of time before buying any CRM. If you have the groundwork in place before you start using your new CRM, it makes the entire process run smoother.

Very hard to set up for a small business

Oct 27, 2016
3/5
Overall
2 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
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Pros: Makes keeping track of vital customer information easier.

Cons: Very challenging to implement.

Overall: As a small business, we needed to keep track of our vital customer information in a CRM system. SFDC was outside of our price point, so we decided to go with SugarCRM. The system turned out to be very challenging to implement - we certainly didn't have enough resources in house to do this efficiently. Overall, though, SugarCRM is a useful tool, but it just isn't worth the pain and hassle if you're a very small business.

SugarCRM is a good value for the money

Oct 15, 2016
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality

Comments: In the past, our team managed their pipeline with SugarCRM. It was a great value for the money and served us well as we were getting started and building out our sales program initially. In our opinion, we eventually outgrew it and moved to Salesforce. We do, however, respect the active community and open source aspect of the application.

very customizable

Oct 14, 2016
3/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: very customizable

Cons: very customizable, fewer OOTB features

Overall: We love that you can customize a lot of Sugar but have had a hard time getting the data and analytics that we need out of it.

Decent open-source CRM

Oct 06, 2016
4/5
Overall
2 / 5
Ease of Use
5 / 5
Features & Functionality
1 / 5
Customer Support
4 / 5
Value for Money

Comments: Not for those who want to be hand-held, but it does the job for those willing to invest the sweat equity.

Sugarcrm review

Aug 15, 2016
3/5
Overall
2.5 / 5
Ease of Use
3 / 5
Features & Functionality
3.5 / 5
Customer Support
3.5 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
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Pros: 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.

Cons: Cell phone app needs improvement and it's not as easy to use as other crm's.

Recommendations to other buyers: Make sure the company is updating with the current requirements especially regarding cell phone application and email integration.

Works OK for us.

Aug 04, 2016
3/5
Overall
2.5 / 5
Ease of Use
2.5 / 5
Features & Functionality
Likelihood to Recommend: 5.0/10 Not
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Pros: We were able to create a custom quote tracking capability. Quotes were generated from within Sugar.

Cons: Has more bells and whistles than we need. We really just need contacts, leads, opportunities and quotes.

Recommendations to other buyers: Make sure you have a software savvy person available to set it up.

Comprehensive but cumbersome

Aug 04, 2016
4/5
Overall
2.5 / 5
Ease of Use
4.5 / 5
Features & Functionality
Likelihood to Recommend: 6.0/10 Not
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Pros: Lots of room for data. The sorting by dates or subject ease the searches and nice to have customer data handy.

Cons: Sometimes takes what seems to be a long time to enter data on different screens.

Recommendations to other buyers: To help understand the operational capabilities, tutorials would help understand the available functions.

Somewhat difficult and hard to navigate

Aug 04, 2016
2/5
Overall
1 / 5
Ease of Use
2 / 5
Features & Functionality
2.5 / 5
Customer Support
2.5 / 5
Value for Money
Likelihood to Recommend: 3.0/10 Not
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Pros: I did do the job, but not always in the way that we would have expected.

Cons: The unannounced forced updates, which would come along with new interfaces leading to sometimes days of confusion.

Recommendations to other buyers: Be sure you have a high-level techie available if you want this platform to conform to the way your company does business.

Great Sales and Marketing tool, especially for remote location access.

Jul 20, 2016
4/5
Overall
4 / 5
Ease of Use
3.5 / 5
Features & Functionality
4 / 5
Customer Support
4.5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: 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.

Cons: I would like to see quicker page to page navigation and quick access sales reports

Recommendations to other buyers: Good substitute to other CRM programs, such as Salesforce.

Sugar Review

Jun 07, 2016
4/5
Overall
3.5 / 5
Ease of Use
3 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
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Pros: 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.

Cons: I do not like the reporting within sugar, I think that there could be a lot added to enhance the reporting.

Recommendations to other buyers: I would recommend that the software be more intuitive for users.

Project Consultant

Mar 16, 2016
5/5
Overall
5 / 5
Ease of Use
4.5 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 9.0/10 Not
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Pros: 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

Cons: Marketing capability are not much enhanced. Calendar sync could be improved.

Recommendations to other buyers: Look for Ease of use. Challenge is to get users to use the CRM. Keep the CRM simple and user friendly.

Enterprise level product which is highly customisable

Aug 04, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: We have used SugarCRM for our Sales, Support and even Project management In the process of evaluating something that is cost effective and and innovating flexible solution which is highly customisable, the answer was pretty simply SugarCRM

Pros: SugarCRM acts more of a Platform than an application and we have the choice to host the same application on Cloud, on-premise or anywhere The best thing is the modern UI, and no. of connectors available to integrate Sugar with are abundant. The Sugar Support is amazing and the APIs, documents, resources and open and easily accessible with a lot of self learning material. They have their own free University. 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. Mobile app is a little slow when it loads the first time. Cannot change the theme with our Company schema. Marketing tool needs improvement especially compared to what is now available and many times Emails hit rate is extremely low