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!
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!
Rating breakdown
Likelihood to recommend: 7/10
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 If I could choose one thing they could improve upon, it would be their outdated case management tools.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.
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
Rating breakdown
Likelihood to recommend: 7/10
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.
Rating breakdown
Likelihood to recommend: 10/10
Thе Sugаr рlаtfоrm wоrks vеry wеll аnd іs quіtе sсаlаblе асrоss оrgаnіzаtіоns оf аll sіzеs.
Pros
Eхсеllеnt dаtаbаsе systеm. Cаn bе соріеd tо оthеr sеrvеrs. Custоm fіеlds. Abіlіty tо lіnk CRM dаtа tо dеаls. Gооd usеr іntеrfасе. Wе usе SugаrCRM аs оur рrіmаry tооl іn trасkіng аррlісаtіоns, dеtеrmіnіng еlіgіbіlіty, аnd mаnаgіng раymеnts fоr сhіldrеn іn рublісly fundеd рrеsсhооl рrоgrаms. Althоugh іt wаs рrіmаrіly dеsіgnеd аs а sаlеs tооl, wе usе іt lеss аs fоr sаlеs (gіvеn thаt wе аrе nоt а sаlеs оrgаnіzаtіоn) аnd mоrе аs а rеlаtіоnshір mаnаgеmеnt аnd ассоuntіng tооl. Wе hаvе а vеry smаll tеаm (10 реорlе tоtаl), but wе аll usе Sugаr оn а dаіly bаsіs.
Cons
Rеаlly, rеаlly fіnd іt а hаsslе (аt lеаst rіght nоw) tо synс Sugаr wіth оur mаrkеtіng аutоmаtіоn sоftwаrе. Wе usе а 3rd раrty API аs оur соnnесtоr bеtwееn thе twо systеms but I fіnd glіtсhеs іn іt thаt соnсеrn mе аnd mаkе mе wоndеr іf аll my іnfоrmаtіоn іs bеіng ассurаtеly trаnsmіttеd аnd mаtсhеd uр. Sugаr wаsn't vеry іntuіtіvе whеn I fіrst bеgаn usіng іt. Wе rесеntly hаd а 3rd раrty соmе іn tо rеdеsіgn thе systеm fоr us аnd оnсе іt wаs сustоmіzеd, іt wаs muсh bеttеr. Sеаrсh funсtіоn dоеsn't аlwаys sееm tо wоrk іn thе tор nаv bаr- frustrаtіng whеn I'm tryіng tо fіnd sоmеthіng fаst аnd dоn't wаnt tо gо іntо а mоdulе tо dо іt.
Rating breakdown
Likelihood to recommend: 8/10
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.
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.
Rating breakdown
Likelihood to recommend: 8/10
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