SugarCRM Platform Reviews

We use it for the Sales funnel.

It has been effective in managing customer relationships. It has sales email campaigns, plus integration with Active Directory. And there are centralized reports for the CEO and the general managers.

We work with automation for these marketing and email campaigns. It sends out emails to prospective customers related to sales offers automatically. And it copies the sales team so that they can follow up. They are tracking the sales leads.

So, the automation within SugarCRM enhances the marketing campaigns.

For now, my work is done because I am the IT strategy and planning manager. I just try to deliver the solution according to the requirements of the business. 

From my side, it's implemented already, the requirement related to the sales funnel. But if they have any other requirement from the business side, they will submit it to me, and then I will look for a suitable solution.

It's easily customizable.

The only challenge was that we implemented it in our on-premise data center instead of using it in the cloud. That was a little bit of a challenge. But it was overcome with the help of SugarCRM company, and it was implemented. And we are moving ahead, using it.

I would appreciate it if SugarCRM could support us in on-premise implementation also because we are using their product. They are the principal vendors, so they should be able to support us whether we are using it in the cloud or on-premise.

I have been using it for three to four years.

No performance issues so far.

It is a scalable product, so there is no problem at all. 

And it's also secure because it's on-premise in our data center, so we don't have any security issues either.

I don't depend on customer service and support because they are not responsible for supporting us if we use the on-premise version. They provide support only in the cloud. 

So, I use another vendor, a local vendor, who can support us.

We used Maximizer. We switched to SugarCRM because the support for Maximizer was not appropriate. It was not there, and it was not customizable. We could not have centralized dashboards for business units according to the requirements.

We are responsible for IT demand. In this aspect, we are from central IT, and the business units have separate sales teams in different business verticals. They approached us to have a centralized CRM product so that the CEO could have a consolidated sales funnel according to business units. 

We gathered the requirements and tried to find out if SugarCRM could be implemented to have a centralized, consolidated sales funnel for all the business units so that we could have the dashboard for the CEO and for the general managers separately. That's the way we implemented it, and it's working now. 

We are issuing the purchase order for all the business units according to their license requirements in one shot. That's the strategy we had.

Usually, we have a systems team, a network team, a database team, and the vendor. The project manager from my team, which is IT Demand and Delivery, leads the project, working with the vendors, the business team, and the IT technical teams. 

One person from the systems team, one from the network team, one from the database team, and the other person is the project manager from our side. It took two weeks to deploy it. 

If you buy the bulk licenses, then there is a return on investment. It's cost-saving. But if you use a fewer number of licenses, there is not much ROI. The only advantage you can expect is the returns from sales using this application. If the sales returns are good, then fine. Return on investment is there.

All are almost the same pricing. Maybe the cheapest is Salesforce, I believe.

Salesforce was there, and some other application was there. I don't remember the name. But they were all in the cloud. They were fulfilling the requirements also, but they were in the cloud. That was the objection.

To start with, SugarCRM is a very good platform. It's easy to implement and easily customizable.

Might be later when you want to scale, then I would recommend Salesforce.

Overall, I would rate it a seven out of ten. The support is the main hiccup for us, actually. We should depend on the main SugarCRM support team. Instead of that, we are depending on another reseller, which is wrong. It's adding cost and confusion to get support.

In general, SugarCRM is used by customers in various industries, including BFSI, manufacturing, and consumer packaging. It helps them manage the entire customer journey, from tracking potential leads, guiding them through the onboarding process, and finally providing self-service solutions. For example, in BFSI, it streamlines sales processes and enhances customer relationships, while in manufacturing, it assists in lead management and customization. In consumer packaging, it supports customer onboarding and post-onboarding self-service needs.

The most valuable features of SugarCRM Platform include its flexibility in customizing fields, layouts, and dashboards. It is user-friendly and allows for creating your own modules. Integration with other software is easy, as long as that software has open APIs. SugarCRM offers useful default reports and allows for customizing reports to meet specific needs. These features make SugarCRM a versatile and adaptable tool for businesses.

One area where SugarCRM could improve is its UI. While it is already user-friendly, a slight enhancement in UI design, especially in terms of color combinations, could make the platform more visually appealing and comfortable to use. This would help create a more engaging and pleasant user experience without changing its excellent features. I don't have any specific ideas for new features in the next SugarCRM release because the platform is already very flexible. Users can create their own solutions like field services and quality management, making it suitable for a wide range of needs.

I have been using SugarCRM Platform for 17 years.

I would give it a nine out of ten in terms of stability.

The scalability of SugarCRM Platform is excellent. I would rate it a nine out of ten. We have over 100 customers using the solution. Our clients include a mix of small, medium-sized, and enterprise businesses. About 15-20% are enterprise-level customers, roughly 70-75% are small to medium-sized businesses, and the remaining 5-10% are smaller businesses with just a few users.

The technical support for SugarCRM is excellent. They offer live chat and assistance directly from Sugar, and if you work with a partner, you can get 24/7 support from them as well. I would rate their support as a perfect ten.

Positive

I would rate the easiness of the initial setup a ten out of ten. It is quite straightforward. Sugar CRM is deployed in our customer's organizations both on-premises and on the cloud. Sugar offers both options. When it comes to cloud deployment, our customers commonly prefer cloud providers like AWS and Azure for hosting the SugarCRM solution. The time it takes to deploy the SugarCRM solution depends on the complexity of the business process. For simpler processes, it can be done in about two to three weeks, but for more complex processes, it might take up to five months. The deployment process follows a standard procedure. First, there is requirement gathering to understand what is needed. Then, modules are developed based on those requirements. Next, UAT is done to make sure everything works as expected. If UAT is successful, the solution is deployed to the production server.

I would rate the costliness of SugarCRM a two out of ten. It is very affordable. When compared to competitors like Zoho and Salesforce, it is considered quite budget-friendly. The additional costs for this solution typically revolve around any customization or specific features you might add to SugarCRM Platform. Otherwise, there are no significant extra expenses.

My advice to people who are considering the SugarCRM platform for their company, although I'm not a technical expert, would be to start by defining your business processes and workflows. Ensure that you have a clear understanding of your needs and objectives before beginning the deployment. This way, you can work towards a successful implementation that aligns with your specific business goals. Overall, I would rate the solution a ten out of ten.

I was using Sugar Enterprise in a communication company to allow users to lock the calls and the comments.

The most valuable features of Sugar Enterprise are the exports of graphics, statuses, complaints, and tasks.

Sugar Enterprise could improve by removing bugs and glitches. For example, a comment was made but in the comment section, it was never displayed. However, the problems we faced might not be the fault of the solution.

In order to export graphics or add tasks, it could at times be more difficult than other functionality.

In the next release, the color scheme of the interface could be better. I found it bland and it could be better.

I have been using Sugar Enterprise for approximately four years.

Sugar Enterprise is stable and reliable. However, the more people that use the solution it can impact the performance. This might not be an issue with the solution.

Most of the time the performance of the solution was slow. If we had a lot of people or if a lot of people talking at the same time it was very slow. There were some moments when it went down and we had to wait until the IT team came to refresh the server to regain access.

We have approximately 200 people using this solution in my organization.

I have previously used JIRA for two months and I found Sugar Enterprise to be easier to use.

The initial setup was very easy for the Sugar Enterprise dashboards. It was easy to learn how to use the solution. The process of implementation took approximately two weeks.

My advice to others is this is a good solution for importing or exporting any graphics.

I rate Sugar Enterprise an eight out of ten.

Sugar Enterprise was something that has helped me a lot in my work. The only reason I did not put eight and not ten is because of the bugs.

We use Sugar as our CRM. It includes all our customer details, tech to sign in from the verification side, the transactions, all the marketing materials, everything related to the client, and key payment transactions.

It's great as a CRM.

It's fully customizable. You can create and develop any features in order to meet your organization's needs.

It works well with Jira. You can customize it to fit your needs.

The product is extremely easy to configure. 

We've found the scalability to be good.

The stability is great.

There are no aspects really lacking in the solution. We are quite satisfied with how we are able to use it with Jira.

At the moment, there is a complicated flow in regards to the user's permissions and what they can see. For example, if a broker has multiple NTDs and you want to distinguish your employees to see specific customers, this is not a default with Sugar. It means that your developer needs to create custom teams and give custom permissions. You cannot include all your entities under one instance at the moment.

I've been using the solution for years now. 

While the solution itself is stable, the stability, in general, is based on which server it's set up on. It depends on the users that are logging in on a daily basis in Sugar. As an application it is stable, however, if the memory on your server is low and cannot support thousands of logins on a daily basis, of course, you will have issues.

The scalability is great. It can work with many users. It's not a problem.

In my previous organization, we had about 200 users. 

The support is pretty good. We're mostly satisfied with the help we get. 

Neutral

The initial setup is easy and the product is simple to configure. 

I don't know the exact pricing, however, I know that there is a standard fee for the setup and then you pay on a monthly basis per user.

My company is considered a customer and an end-user.

I'm not sure which version of the solution we're using right now. 

It's a company that offers lots of user manuals and you can find most of your stuff there before starting development. I'd advise potential new users to go through everything. 

I would rate the solution an eight out of ten. By default, it comes with a really good model where you can start working with it without having a lot of developers in your team. It's a system that includes everything related to the client and you can see everything under one screen without having a different product or system. It's been great, for the most part.

We use it to relate to accounts.

It lacks customization, and this is the main reason that we are switching to a different solution.

I've been using it for around three years.

It's a cloud-based solution.

The performance and stability are fine.

From my perspective, it was easy to install. We went through some training and then started using the system.

What it does, it does very well, but if you want to do something additional or change something, then you get stuck.

Because of the lack of customization, I would rate Sugar Enterprise at six on a scale from one to ten.

We use Sugar Enterprise to manage our sales focus and track the appointments.

The most valuable aspect of this solution is its low cost.

It works well.

The interface could be more user-friendly.

I would like to see more integration on a mobile platform in the next release.

I have been using Sugar Enterprise for at least eight years.

As a cloud-based solution, we always use the most recent version.

We have ten users in our organization.

We use this solution on a daily basis.

Next year, we intend to increase our usage.

We have not contacted technical support.

The installation is straightforward.

This solution will be deployed and maintained by one technical person.

The installation was completed entirely in-house. We have a dedicated technical team.

Sugar Enterprise is not expensive.

Licensing fees are paid on a yearly basis.

There are some additional costs.

I would recommend this solution to others who are considering using it.

I would rate Sugar Enterprise an eight out of ten.

The most valuable feature is relation capability, which allows us to relay customers with invoice orders.

In the next release, I would like to see personalization of information about customers or specific businesses or opportunities.

I've been using this solution for about ten years.

This solution's stability is very good, it runs almost without effort, and we don't have any support issues with it.

The scalability seems good, though we are a small company, so I'm not sure how well it would work for bigger organizations.

The initial setup was straightforward.

Licensing is available on a monthly basis, with no additional fees.

Be careful when making integrations to the database, as these may stop working when the product is upgraded. I would rate this solution as nine out of ten.

The ease of setup and stability.

It was used for a period of time as our primary CRM for handling clients.

The user interface (UI) needs improvement.

Less than a year.

None.

None.

None.

I did not use the customer service.

Not applicable.

Infusionsoft. We were trying out SugarCRM based on Central Station rankings.

It was straightforward to set up.

In-house setup.

Low. The UX was such that it limited the use of it.

It is a strong basic CRM, however the user interface makes it difficult to use over time.

Infusionsoft and Salesforce.

Good, basic out-of-the-box solution, however, in my estimation not a long term play as the design flow and user interface make it a true chore to enter data. Feature rich, but not designed with the end in mind or for user fluency. Too many clicks required for navigating.