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

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Bitrix24

Bitrix24 is an online workspace for small, medium, and large businesses. It features over 35 cross-integrated tools,... Learn more

Freshsales

Freshsales is a salesforce automation solution that enables businesses of all sizes to streamline lead management,... Learn more

Salesforce Retail CRM

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

Dynamics 365

Microsoft Dynamics 365 is a cloud-based CRM ecosystem for small, medium and enterprise organizations, with a focus on... Learn more
Copper is an easy-to-use CRM for small and medium-sized businesses that need a better way to manage leads & grow... Learn more

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 404 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.

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.

Alternatives Considered

Zoho CRM and Salesforce Sales Cloud

Reasons for Switching to SugarCRM

We choose this because it has strong customer support team and it is less expensive compared to there products.
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 Retail CRM

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.
Abel
  • Industry: Hospitality
  • Company size: 2–10 Employees
  • Used Daily for 1-5 months
  • Review Source
Value for Money
0
Features
3
Ease of Use
3
Customer Support
0

4
Reviewed on 27/09/2023

Avis sugar crm

Pros

I like this software because of its many functions which makes it different from its competitors

Cons

what he doesn't like about this software is how expensive it is for small businesses

Katie
  • Industry: Marketing & Advertising
  • Company size: 501–1,000 Employees
  • Used for 1-5 months
  • Review Source
Value for Money
5
Features
3
Ease of Use
5
Customer Support
5

4
Reviewed on 14/01/2020

The Pros and Cons of Sugar

Overall, I really enjoyed Sugar and think it would be a great fit (especially for the lower price point!) for marketing and advertising agencies that are looking to build out custom flows. Their customer care team was incredibly helpful and knowledgeable, and I really enjoyed working with them.

Pros

The SugarCRM team was incredibly helpful and supportive during our decision between various CRMs we were testing out, namely Salesforce and SugarCRM. They were flexible, accommodating and had amazing customer service throughout the process, even willing to develop new APIs to integrate with our proprietary billing system 90% of our clients were on. I really enjoyed the visuals of Sugar - as all the bells and whistles were there, but it didn't seem overwhelming (as Salesforce can) and it's geared more towards marking service teams, like my division of the business. I also really find the dashboard visuals to be superior to Salesforce. Overall, the price point was better than Salesforce, too.

Cons

Since Sugar is geared towards marketing and sales teams, it wasn't a great fit for the other teams within our organization (i.e. one-time products like printing, etc.). Though workflows are cleaner and more intuitive than Salesforce, there wasn't quite as many bells and whistles (i.e. it was difficult to build in processes that involved external teams that we outsource to).

Alternatives Considered

Salesforce Sales Cloud

Reasons for Switching to SugarCRM

We didn't - we ended up choosing Salesforce over Sugar, simply due to the fact that we had to incorporate other areas of the business already in Salesforce and ultimately they were able to provide all the necessary features. For other orgs, I would recommend Sugar, as it's an amazing product.

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