Sugar Sell (SugarCRM)

Score5.4 out of 10

245 Reviews and Ratings

What is Sugar Sell (SugarCRM)?

Sugar Sell from SugarCRM is a collaborative CRM, allowing users to track and monitor activities, map each customer’s journey. Sugar Sell replaces former editions of the SugarCRM product, including the SugarCRM Community Edition, the open source edition, which is discontinued.

Categories & Use Cases

Media

Screenshot of a view of Sugar Sell's contacts list

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Screenshot of a view of Sugar Sell's contacts list

Opportunity management
Users can track deals and create quotes.
Category average: 8.1
Integration with email client (e.g., Outlook or Gmail)
Users can perform tasks within their inbox, such as logging emails, creating contacts, and creating events.
Category average: 7.8
Workflow management
The software helps automate parts of the sales process, such as sending emails, updating contact records, and following approval processes.
Category average: 7.4

Help desk management
This includes trouble ticketing, knowledge base, self-service, and service level agreement (SLA) management.
Category average: 8.2
Pipeline visualization
Users can visualize the entire sales pipeline to identify trends, determine the effectiveness of the sales funnel, and optimize.
Category average: 7.6
Reporting
Software provides a broad range of standard and the ability to build custom reports.
Category average: 7.5

Verified User

Manager in Information Technology (201-500 employees employees)

Use Cases and Deployment Scope

Sugar CRM was used as an automated CRM platform to communicate with a marketable base, and automations were used for customer journeys to segment journeys down different paths.

Pros

Automations
Schedules
CRM Tools.

Cons

Backend
Database
3rd party involvement.
Documentation
Support

Return on Investment

Sugar CRM helped to grow the marketable bases by over 50%.
SugarCRM has poor consent management options other than adding lots of additional custom columns.
SugarCRM required a lot of knowledge and training on the product, and only a handful of people used the actual product.

Usability

Alternatives Considered

Bloomreach Composable Personalization Cloud

Jay Moore View profile

CIO in Information Technology at The National Beta Club (11-50 employees employees)

Pros

Customize screen layout
Customize fields
Search functionality
Recording data

Cons

The email campaign of SugarCRM is very difficult to use. It is way more complicated than it needs to be.
Importing into SugarCRM as a lead is very easy but importing into account/contact is not.

Return on Investment

We only have 5 users and the min for SugarCRM is 10, so purchasing more users seats than what we need is good. When we started with SugarCRM this was not the case, and while we purchase seats we don't need, we don't have the time to move something different.
It has allowed us to effectively manage new leads and contact management.

Other Software Used

Mailchimp, CodeIgniter, ExpressionEngine, Navicat Premium, PhpStorm

Usability

Joshua Willemse

Case Analyst in Sales at Community Tax LLC (51-200 employees employees)

Use Cases and Deployment Scope

Community Tax has been using SugarCRM for almost three years now and it is being used for the entire company. We use this platform to attend individuals and businesses with income tax problems from; filing taxes, amending taxes and resolving tax debts so that our team can access the issue within the same platform.

Pros

One case per entity.
Access to notes about the problem.
Should be able to accommodate additional add-ons to the platform.

Cons

Smoother interaction with add-ons.
Instead of using a URL to run the platform create software.
Smoother interaction when saving information.

Return on Investment

Random updates.
Licenses per user.
Automatically logging out.

Perla V. Ordonez View profile

Senior Case Analyst in Sales at Community Tax, LLC (51-200 employees employees)

Use Cases and Deployment Scope

It is used across the whole organization. I work in sales and I use SugarCRM to manage my pipeline, to prospect and for AR purposes as well.

Pros

Great way to keep myself organized. I do not miss appointments with clients since within the system I can input my appointment time and also send out a reminder to my clients.
It has a nice layout [that] does not seem to be cluttered. I find it to be very user friendly.
It has customizable dashboards which I find beneficial

Cons

I feel like there are unnecessary steps needed when saving work, which makes it time consuming at times.
Being able to create my own dashboards to my liking has been a challenge and I have had to ask IT to assist with that.
The system has gone down many times on me, I am not sure if it due to updates, but it does disturb my productivity.

Return on Investment

I know that SugarCRM has made a positive impact on my day to day work. Since we have made the change to SugarCRM (over a year ago) it has made life easier, more productive, and efficient.
Organization is key and this CRM has done this exceptionally for me.

Alternatives Considered

Helpdesk Pilot and Contract Logix

Other Software Used

Helpdesk Pilot, Contract Logix

Aastha Nasa

Account Development Manager in Sales at MongoDB (1001-5000 employees employees)

Pros

It was easy to set up and didn't take a lot of time during integration.
Its export functionality is good.
Their customer support service is fantastic and their technical support is great as well.
Their reporting and analytics function is very comprehensive.
It is very well-organized in terms of content management or Workflow management and opportunity management.

Cons

The UI can be made better. It's a little clumsy at times.

Return on Investment

Reduced sales cycle.
Increased visibility into our pipeline and improved forecasting.
Increased revenue.
Reduced risks and cost.

Other Software Used

LinkedIn Sales Navigator, SalesDirector.ai, Wingman

Sugar Sell (SugarCRM)

What is Sugar Sell (SugarCRM)?

Categories & Use Cases

Media

Key Features

Top Performing Features

Opportunity management

Integration with email client (e.g., Outlook or Gmail)

Workflow management

Areas for Improvement

Help desk management

Pipeline visualization

Reporting

Reviews

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Usability

Alternatives Considered

Pros

Cons

Return on Investment

Other Software Used

Usability

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Alternatives Considered

Other Software Used

Pros

Cons

Return on Investment

Other Software Used

Usability

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