3.8
Overall rating
Reviews

3.8
Overall rating
Reviews

About SugarCRM

SugarCRM is a Customer Relationship Management (CRM) platform, expertly crafted to enhance interactions with prospects and customers while accelerating sales success. Renowned for its cost-effectiveness, this potent solution enables users to reduce the total cost of ownership by up to 32% according to Nucleus Research*, all the while providing contemporary features that align with evolving needs. The platform offers intuitive dashboards, comprehensive reports, self-guided selling best practices, AI-powered insights, and an easy-to-use mobile CRM app, among others. It also boasts a high level of customisation and integration capabilities, thanks to its bidirectional API, which allows for seamless data synchronisation between SugarCRM and other business-critical systems. With its user-friendly interface coupled with its renowned superior customer support, SugarCRM aids in improving user adoption and increasing win rates, customer satisfaction, and engagement. SugarCRM is an optimal choice for all customer-facing roles, from marketing, sales, and customer success teams of medium and large enterprises. It's not just a standalone CRM solution; it's a CRM platform that can be fully integrated into your business ecosystem, providing a highly customised and efficient solution for managing customer relationships, optimising every interaction across the customer journey. Differentiators: SugarCRM investment includes: - Core Support - EU, NA, APAC - Dedicated Customer Success Manager - Unlimited modules / fields - Unlimited API calls - Unlimited workflows - Product enhancements / upgrades x 4 per year - Product support 12/5 - Embedded AI - Database Backups - Mobile Access - 2 x Sandboxes - 60GB data storage + 1GB per user - NO HIDDEN COSTS = PREDICTABLE TOTAL COST OF OWNERSHIP (TCO) - SugarCloud leverages the power of AWS in different parts of the world. Customers have the liberty to select their preferred region for data storage, ensuring that the data remains confined to that specific region. The options include: Australia - Sydney Canada - Montreal Germany - Frankfurt Singapore United Kingdom - London United States - Portland, Oregon For additional information, visit: https://www.sugarcrm.com/why-sugar/trust/security/ *Nucleus Report: In examining the experiences of Sugar users, Nucleus Research found that compared to other CRM solutions, Sugar users can lower total cost of ownership by up to 32% whilst delivering similar functionality. https://www.sugarcrm.com/resources/nucleus-research-anatomy-of-a-decision-sugarcrm-vs-salesforce/
SugarCRM Software - Sugar Sell - Dashboard
SugarCRM Software - Pipeline status visible for all users
SugarCRM Software - A CRM that is a single source of truth
SugarCRM Software - Automate processes and maximise productivity with SugarBPM
SugarCRM Software - Always know the next steps to close the deal
SugarCRM Software - Log interactions easily in Sugar Sell
SugarCRM video
SugarCRM Software - Sugar Sell - Dashboard - thumbnail
SugarCRM Software - Pipeline status visible for all users - thumbnail
SugarCRM Software - A CRM that is a single source of truth - thumbnail
SugarCRM Software - Automate processes and maximise productivity with SugarBPM - thumbnail
SugarCRM Software - Always know the next steps to close the deal - thumbnail

SugarCRM pricing

SugarCRM does not have a free version but does offer a free trial. SugarCRM paid version starts at US$49.00/month.

Starting Price:
US$49.00/month
Free Version:
No
Free trial:
Yes

Alternatives to SugarCRM

Salesforce for Retail

Salesforce Retail CRM is a retail management system designed to help eCommerce businesses identify customers’ requiremen...

SugarCRM Reviews for UK Users

Feature rating

Value for Money
3.8
Functionality
3.8
Ease of Use
3.6
Customer Support
3.7
5 reviews of 411 View all reviews
Victoria
Victoria
  • Industry: Oil & Energy
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
4
Ease of Use
2
Customer Support
0

5
Reviewed on 12/02/2019

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.

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.

Orianne
Orianne
  • Industry: Telecommunications
  • Company size: 10,000+ Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
4
Features
4
Ease of Use
4
Customer Support
4

4
Reviewed on 13/08/2022

Most powerful and easy-to-use CRM to support all corporate sales and marketing activities

With SugarCRM, I keep track of new campaigns (account management), I am regularly reminded that I have performance discussions with my customers and I can switch to the corresponding customer account to find all the important data and get in touch with the customer. In addition, thanks to the ticket system, I do not forget to work on important tasks for my customers and other projects. In addition, I can optimally and smoothly inform my teammates about changes utilizing comments and notes in the customer accounts. All in all, I can only say that it is a super complete CRM solution.

Pros

What I like most are the synergy effects of the use of the tool by our large sales teams spread over several locations (in Spain and abroad) and our various marketing teams. We combine all customer contact points in an extremely flexible way across all departments. This simplifies our internal communication and knowledge exchange among ourselves, as well as communication with customers. The interface can be used very intuitively for an extensive CRM system thanks to its focus on a single clear navigation bar. In addition, the tool can be linked very flexibly with other systems via APIs, such as SAP, various campaign management tools, and much more.

Cons

It isn't easy to become familiar with all the relevant interface features in a short time to take full advantage of these synergies. Here, you must explore using patience and occasionally, trial and error. However, you will certainly behave similarly to other enterprise-level CRM solutions.

Alternatives Considered

HubSpot CRM

Reasons for Choosing SugarCRM

Sugar offers all the basic functions of a CRM. It can cover all needs for any type and size of the company. We were able to use it mainly to organize customer contacts.

Switched From

Zoho CRM

Reasons for Switching to SugarCRM

Sugar helps us in customer management. With SugarCRM, we have been able to offer our customers our other products in a better and more efficient way. It's ideal for selling more than just the core service. It's very easy to anticipate what the customer might want.
Perez
  • Industry: Automotive
  • Company size: 1,001–5,000 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 09/05/2024

An Easy to Understand CRM Solution

Pros

It is so easy to understand the features of SugarCRM.
SugarCRM is so amazing.

Cons

I do not see difficulties when using SugarCRM.

Tom
  • Industry: Chemicals
  • Company size: 51–200 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
2
Features
4
Ease of Use
3
Customer Support
1

2
Reviewed on 30/08/2021

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

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.

Alternatives Considered

Zoho CRM and Salesforce for Retail

Reasons for Switching to SugarCRM

Price and UI. If I had to do it over, I'd spend a little more to get a better product.
Casey
  • Industry: Health, Wellness & Fitness
  • Company size: 51–200 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
5
Features
5
Ease of Use
4
Customer Support
5

5
Reviewed on 01/07/2023

Round the clock support

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.

Alternatives Considered

HubSpot CRM

Reasons for Choosing SugarCRM

SugarCRM offers such a great set of features.

Switched From

Less Annoying CRM

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