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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 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
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SugarCRM Reviews for UK Users
Feature rating
5 reviews of 411
View all reviews
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.
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 CRMReasons for Choosing SugarCRM
SugarCRM offers such a great set of features.Switched From
Less Annoying CRM
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.
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.
Clinton
- Industry: Machinery
- 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 03/05/2024
SugarCRM Has Been Making Work Easier for Us
Pros
SugarCRM has been an effective and easy to use customer relationship management tool.
I like the efficiency of SugarCRM.
Cons
The features of SugarCRM are effective.
SugarCRM has been the best.
Verified Reviewer
- Industry: Information Technology & Services
- Company size: 501–1,000 Employees
- Used Daily for 2+ years
-
Review Source
Value for Money
5
Features
4
Ease of Use
4
Customer Support
4
5
Reviewed on 26/05/2019
Indeed a great CRM with effective results
Overall my experience with this CRM is great. I am using it daily and I can say that my daily work is incomplete without it. It is so simple to use and provides amazing results for reports and dashboards, their customer's support team is very responsive.
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.
