SugarCRM Reviews

Dashboard collaboration now makes business-critical data accessible to those who require it. The total features ensured that the common perception of a CRM will now shift from a pragmatic, reviewable database to an operational, process-driven platform which will save time, generate benefits, and, as the motto states, "Do the job for you."

The user interface is not very inviting. The customer experience is mediocre. It does not allow for multiple device logins. As a result, it might be difficult to use occasionally. The smartphone app should be improved, since it does not feel up to all the same grade and appears to be a mistake. Keep in mind that many customers are out in the workplace and may not always be seated beside a pc.

It easily gets integrated with many applications.

The process of Installation, and sometimes it hangs m system.

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...

Design is little clunky. Think with some improvements, it might be easier to convert leads, update opportunities. Need less clicks!

We could customize it in-house without paying a lot of outside consulting fees

Storage space is an issue and your forced to buy more storage even when its Sugar's temp files building up.

It worked very well for our business tracking. We have control over sales. We were able to announce ourselves to a large audience.

The graphical interface of the product is not intuitive.

Its going to be difficult to provide any pro's about SugarCRM. I inherited this CRM after coming from multiple companies using salesforce. Sugar is about 40% less expensive than salesforce, and we use the on-premise, but cloud hosted model.

There are a lot of downsides to sugar. We had corruption issues each time we upgraded, dashboards are extremely limited, and you cannot push out dashboards to users. I find it difficult to use from a UI perspective, where expanded panels make the UI sluggish and busy. searching in the global search bar is odd and you never get proper results, results sets only return up to 1000 rows, other than that you need a report which is extremely difficult to use. Forecasting requires the individual to select the commit button, not the sales manager. You cannot set global quota, but rather a quota per month manually.Probably the most non intuitive UI i have ever used. Every new sales person is just bewildered by its use.

SugarCRM makes it easy for the sales department to save information about customers and clients ,and follow up with service cases.Fantastic customer support team ,and as administrator,I am glad at how helpful the SugarCRM team has been to me over the years. SugarCRM is open source too,and thus we have been able to tweak this Customer Relationship Management system ,to fit into our current business environment and in-house sales process.And I think this is the best part of this CRM.

Average user interface. However since it is an open source solution ,it is probably very much expected.

A big step up from our legacy CRM (ACT). With the right resources, it was manageable.

We did not allocate the right resources and opted to implement the free community version. We paid for that dearly with disorganization and mistakes. We should have hired a consultant to help us.

I liked the flexibility that SugarCRM provides. With its customizable features and open-source code, I was able to tailor the software to my exact needs. The wide range of features and integrations made it possible for me to manage everything related to my business in one place.

There is nothing to dislike in SugarCRM.

It's strong capabilities for sales and marketing automation and It's customizable interface that allows users to tailor the platform to their specific needs.

This platform can be somewhat complex to set up and customize, it takes time for one to fully familiarize his or herself with all of its features.

As an analyst, I use SugarSell to track new prospects who submit become a customer form to become customers of my food service company. The feature I find most productive is the ability of SugarSell software to assign a source of website, social, email, sales representative, campaign, etc. and track customer journey from acquisition to conversion. As well as, integrate with Salesforce Marketing Cloud...

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I struggled with adding a new source of voice assistant, chatbot and mobile app to SugarSell CRM reporting tool. Because it needed additional development resources who could modify implementation code. The second source of challenge was not easily able to connect Google Analytics UTM campaigns tracking with SugarSell CRM leads tracking. So, it was difficult to correlate the two data sources to each other in a single table using a common key and build a marketing data lake. Similar concerns existed when trying to bring CRM data, campaigns data and invoice sales data from MicroStrategy into one warehouse. So, it will be nice if SugarSell added some big data enhancement capabilities to their tool.

Sugar is SUPER customizable. We've been able to easily make it ours (some via the UI, some "behind the scenes" via scripts). One of the best features are the custom reports. You can do almost SQL-level queries to get the information you want (and if you wish, you can use MySQL as well on the back end.) The ability to build multi-level dropdowns, e.g. to categorize issues, is great too. You can make almost anything you want appear on any screen you wish as well.

The built-in issue tracking part is designed for issues reported by your team - not for issues reported by your customers. We do use it for customer support, and we LOVE being able to see issues customers have had when we pull up their records - but the emails they receive are not well designed, even after considerable work on our part. In addition, we can't provide them with a login to see all their open issues, so they have to ask us.

Very customizable to your needs. Straightforward, no nonsense UI. Easy to read and find things. Sugar is a perfect entry into CRMs that aren't salesforce, because its useful across all industries and departments. Its simple while being complex. You can create functions and layouts that are very specific to your needs, but without it cluttering and looking like there's a lot of information.

Its not very pretty. Sort of looks like it was made in the early 200s and they just kept the look since. People are always talking about professionalism, and this definitely looks less polished than other CRMs. Because of this, some of the information can blend together and be difficult to find if there are long lists of things you are looking for.

We are a Sugar CRM reseller but this review is from my perspective as a user of this fantastic software. Most CRM is the same functionally - manage accounts, contacts, opportunities, etc. But what sets Sugar apart from the rest of them are three fundamental things: 1. Simplicity - Sugar CRM is clean. It's super easy to get any information you need without needing your IT guy to build you a custom...

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We are using the hosted, On Demand version which limits our access to source modifications (somewhat). We have been able to work around all of these so far. If we get to a point where we need more access to modify the underlying program we can always bring the product in-house and customize to our hearts content. There have been a few minor bugs that we've found - certainly no more than we had in our previous CRM system but Sugar's support team had them resolved - almost immediately!

Built-in development tool (Studio) and the Advanced Workflow Manager. One can have a functional, useful, robust, effective, CRM running within an hour. Getting started by importing Accounts and Contacts is easy and the software modules allows customization the meet specific business needs.

The Advanced Workflow Manager is still missing a few functions that were available in the "old" Workflow Manager. There is a plan to remove the prior Workflow, but its demise has been delayed until the SugarCRM folks fix the deficiencies.

Customization:Have the posibility to create new modules

Slow Ugly and ancient UI Hard to use Lack of good support documentation

Alejandro - sorry to hear about your issues - quick question - are you using a paid commercial version or the free Community Edition? You noted an older UI - and Sugar 7.x has the most modern UX on the market so I was curious if you're using an older or open source version and thus the performance and UI complaints. Let me know at mschneider@sugarcrm.com thanks!

Functionality and API is impressing

UI is slow for 2017. Need to speed up the response time.

The file retention, the report capabilities

The 'breaks' in workflow

Hailey, Thanks for your review - I'd love to learn more about which version you are using - as the Sugar 7.x upgrade is focused almost entirely on user experience, look and feel :) Also, has your firm looked into Advanced Workflow? It is far more stable and reliable than the predecessor. Email me at mschneider@sugarcrm.com with any and all questions anytime! Martin Schneider Head of Product Evangelism, SugarCRM

There does not see be a lot of down time. In other words it is very seldom out of service. The format is good since we can customize it. Customer service is fast, professional and courteous.

We should be able to BOLD or Underline . We need more color options. We need to be able to highlight within our comment section. We cannot cut and paste like we used to be able to do.

SugarCRM is opensource this gives myself and the technical department in my organization the freedom to develop on this platfrom , without being hindered by technology ,programming language or a restricted API. Sugar effectively manages every communication we have with sales leads and customers. Over the years ,we have been able to tweak Sugar to work with our internal sales process , thus everyone in the sales and marketing department is glad to work with our in-house improved CRM - Sugar.

The user interface is outdated ,obviously since it is open source ; it didn't come as a surprise to me. However ,barring this ; the sales department works effectively with Sugar.

Honestly, there is not one thing I like about this software and I do CRM implementation/administration.

It is EXTREMELY slow and always times out, it doesn't connect to facebook to import events (it use to,) the email system is extremely antiquated and more that I won't get into on here, everytime you do something it refreshes and send you right back to the beginning instead of where you were, when events or businesses are deleted they still show up all over the place... the list goes on and on.

They are continuously making updates and improvements, and support is very responsive. There are a lot of different modules and TONS of flexibility in setting it up to fit your business.

This isn't for a novice user. I recommend using a consultant or someone to set this up for you and spend the extra money and time on training. Most of our employees are only using small functions of the program and we definitely could be getting more value out of it with better training.

It is a free CRM and you can fully customize to your needs.

Very hard to actually customize it. The templates do not fully work and thus many times the system just breaks. Not feasible to use without a programmer putting it straight.

Thank you for your review and feedback, however it is important to highlight that you have provided this feedback on a product that is no longer supported by SugarCRM. Sugar Community Edition is the legacy version of our platform for the open-source community, which is traditionally utilised by developers and not by businesses to run day-today operations. If you require a flexible platform that...

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It's easy to use and I like the functionality and customization ability. Our Sugar instance appears to have been customized for our industry. Adding drop-down menus and removing modules is simple and easy to learn if your not familiar with CRMs in general.

Importing data, even though properly mapped, doesn't always come out the way it should. It also would be nice if accounts would link with sub-panel data during the import phase. I also found pulling reports to be overly complicated, but like the addition of the report wizard.

SugarCRM is easy and cheap to self host, very reliable and has nice addons, such as to an FTP client or Outlook, etc. It is easy to make your own add on as well.

The UI is very stale/ old looking although it did have a nice update a few year ago.