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What is SugarCRM?

SugarCRM combines AI technology with advanced CRM capabilities to improve customer engagement, accelerate sales cycles and boost marketing impact. Renowned for its exceptional customizability, seamless integrations, and superior customer service, Sugar is ideally suited for B2B organisations ranging from 50 to 5,000 employees. Global firms like Sennheiser, Tetley, Agfa, and CBRE trust SugarCRM as their single source of truth to fuel their operational excellence and business growth. Learn more.

Who Uses SugarCRM?

Designed for B2B organisations ranging from 50-8,000 employees. We cater to B2B organisations in USA, APAC, Middle East and Europe, including the UK, DACH, Nordics, Benelux, France, Italy and Spain.

SugarCRM Software - Access reliable and real-time reporting and dashboards for actionable insights.
SugarCRM Software - Everything you need to engage with prospects or customers is at your fingertips.
SugarCRM Software - Utilize AI-powered insights to identify high-conversion opportunities.
SugarCRM Software - Uncover revenue opportunities with the Renewal Console from SugarCRM.
SugarCRM Software - Automate processes and save time with SugarCRM's BPM (Business Process Management) capabilities.

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Reviews of SugarCRM

Average score

Overall
3.8
Ease of Use
3.7
Customer Service
3.7
Features
3.8
Value for Money
3.8

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1,000
  • >1,001
Micheal
Micheal
Business Owner in Canada
Verified LinkedIn User
Construction, 11–50 Employees
Used the Software for: Free Trial
Reviewer Source

Alternatives Considered:

SugarCRM is the best and will always be the best.

5.0 2 years ago

Comments: Awesome experience, and I would recommend them to others.

Pros:

I like how easy it is to find the information I am looking for from projects, leads and contacts

Cons:

The cost would be the least I like about the software, but it is still a very good price, not the worst and it could always be a bit cheaper.

Casey
Product Manager in US
Health, Wellness & Fitness, 51–200 Employees
Used the Software for: 6-12 months
Reviewer Source

Alternatives Considered:

Round the clock support

5.0 last year

Pros:

First of all SugarCRM has a great set of features that outperforms many competitors. It comes with round the clock support and user forums for quick fixes and learning. Pipeline management and analysis powered by AI both thoroughly impressed me. I liked the integration with marketing.Dashlets are great organizers and lists are adjustable by filters. SugarCRM is customizable on many fronts.

Cons:

I don't like how much we're paying for Sugar CRM. I don't like the learning curve that comes with it, it's hard even with great support. To me it doesn't look like enough care was taken to make a user friendly interface.Permissions for the entire team proved to be one of the worst tasks next to getting contacts imported which I had to do manually.

Tom
Customer Experience Manager in US
Chemicals, 51–200 Employees
Used the Software for: 1+ year
Reviewer Source

Alternatives Considered:

Lots of bugs, terrible customer support. Spend a little more for something that works.

2.0 3 years ago

Comments: You get what you pay for. It's an average platform with some significant drawbacks that aren't realized until you've signed on the line and are trying to onboard it. We use Sage as our base platform and had intended to use Sugar to allow our teams to work in one system and have it communicate with Sage. In theory, this saves us time, entering data in one window instead of multiple tabs in Sage. However, in many instances, Sugar cannot write to Sage. That's a one-way street, so many tasks still require manual entry in Sage. It's also very clunky. The data refreshes/synchs very slowly, so you're rarely looking at real-time data. It will refresh and reload pages while you're actively working in them, deleting your progress and forcing you to start the process over. Creating dashboards and reports requires the user to be literate in tech talk and computer logic. Trying to navigate the back end to find the data you're looking for takes ages. I haven't even tried playing with the workflow builder because I can't find the time to teach myself how to build a report or dashboard, much less anything more complex. We have identified numerous shortcomings, but when we contact Sugar Support, they tell us it's a bug they're working on with no timetable for a solution. Apparently, there are a LOT of bugs.

Pros:

The system is easy to use in theory. The UI is decent and processes are intuitive. The price point is attractive since the company boasts that it parallells other higher-priced options in features and functionality. The onboarding was fairly simple and adjusting to the system was not difficult.

Cons:

Customer service is abysmal. Our original contract included six limited use licenses designed to let our leadership team review content across all areas of the system (able to view all, but not edit certain elements). However, they did not work as promised and we ultimately had to purchase the more expensive licenses to allow our team access. When we made the purchase, the team at Sugar deactviated all other licenses on our account, despite the fact that we were only half way through our annual contract, which we'd already paid for. I tried calling their domestic customer support line and got voicemail. I eventually reached technical support via email, who had to relay my request to another department. Our business was effectively offline for half a day while this was sorted out and our access was restored. Two weeks later, I received an EMAIL from our Customer Success rep. She apologized for her late response and asked me to outline the issue. I did so and requested a call to discuss the incident. I never received another follow-up email, much less a phone call. Between bugs with the licenses, bugs with the search/filter, email issues, and zero customer support, I cannot understate how disappointed I am in this purchase and this company as a whole.

Verified Reviewer
Verified LinkedIn User
Information Technology & Services, 501–1,000 Employees
Used the Software for: 2+ years
Reviewer Source

Alternatives Considered:

Indeed a great CRM with effective results

5.0 5 years ago

Comments: 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.

Julia Maria
Julia Maria
Market Specialist in Mexico
Verified LinkedIn User
Information Services, 51–200 Employees
Used the Software for: 1+ year
Reviewer Source

A complete history of calls, emails, and customers in one location only

4.0 2 years ago

Comments: SugarCRM offers you a way to monitor all the clients and leaflet details so you can keep everyone within the business on the same page, from ads to distribution to support to everyone to work with a system to get a detailed view of what is going on for each and every customer and future buyers. This is where I can show the details that are most important for my day, whether it is my channeling of potential clients, the weekly operation and predictions from my staff, or my allocated customer service cases. The home page can be personalized for any division of Sample with exactly the right details for every user. The browser bar at the top of the screen is the preferred position, but it can be placed sideways, floating or at the bottom.

Pros:

The software provides a robust search feature that allows you to search by name, phone number, and other data values that I need. A standard profile account view would highlight the key information in the configuration of the presentation card, which may include phone number categorizations and to whom the account is allocated, for example. Admin software provided with SugarCRM enables the setup of each screen such that The company wants, including adding personalized infinite areas, changing values on any deployable list, and arranging everything and all. Another main way in which I can use SugarCRM phones or tablets when out of the office, helps you to extract some data through searches and tables, you can quickly call a contact and when you have a call.

Cons:

You will choose to separate and divide the data into different categories. one way that you might do this is through searches, you will get to sort so many that you can get lost in so much dating.