SugarCRM Reviews & Pricing

by SugarCRM, Inc. | Founded 2004, Cupertino, CA

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Overview Pricing Benefits Reviews Features

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What is SugarCRM?

Industry Specialties: Serves all industries

SugarCRM is a comprehensive platform that effectively manages the customer lifecycle with a set of modules that support each stage of the funnel. It helps organizations locate prospects, nurture leads, close more deals and retain customers. Some capabilities include quote management, forecasting, campaign management and a customizable interface.

It supports multiple currencies and 35 languages with the option to develop support for additional languages. It can integrate with mobile device management offerings as well.

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User Sentiment

Based on 1126 reviews:

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Product Screenshots and Videos

SugarCRM Pricing

Based on our most recent analysis, SugarCRM pricing starts at $19 (Per User, Monthly).

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Starting From: $19
Pricing Model: Per User, Monthly
Free Trial: Yes, Request for Free

Training Resources

SugarCRM is supported with the following types of training:

Documentation
In Person
Live Online
Videos
Webinars

Support

The following support services are available for SugarCRM:

Email
Phone
Chat
FAQ
Forum
Help Desk
Knowledge Base
Tickets
Training
24/7 Live Support

SugarCRM Benefits and Insights

Why use SugarCRM?

Key differentiators & advantages of SugarCRM

Improve Productivity: Streamline regular tasks through integration with email and calendar apps. Archive customer communications and quickly sync email information with various modules in the CRM.
Centralize Info: Bring sales rep activities like calls and meetings into a central location for easy tracking.
Ease Service Demands: Reduce the customer service workload by creating and managing a repository of searchable, self-service help articles.
Leverage a Flexible DesignLeverage a Flexible Design: Make code-free custom layouts, fields and relationships. Customize modules and plugins to match internal processes and configure core functionality at a system or module level.
Stay Informed About Activities: It’s easy to monitor record updates, create posts and comment, with all activities aggregated into a single stream that’s configurable and available from several different screens.
Save Time: Keep work flowing in an efficient manner by building and applying automated business processes.
Maintain Security: Keep data secure and ensure everyone has the appropriate access with permission privileges that use a combination of roles and team membership settings.
Find Information Quickly: Access data using filters and tags for fast searching globally or within a single module.

Industry Expertise

Leveraged by clients across a diverse range of sectors such as manufacturing and distribution, business services, retail, telecommunications, travel, energy and financial services.

SugarCRM Reviews

Average customer reviews & user sentiment summary for SugarCRM:

1126 reviews

75%

of users would recommend this product

Synopsis of User Ratings and Reviews

Based on an aggregate of SugarCRM reviews taken from the sources above, the following pros & cons have been curated by a SelectHub Market Analyst.

Pros

User-Friendly: Of users who review the functionality and interface, 66% mention the platform is intuitive and easy to adapt to.
Customer Service: The customer support is very responsive and helps fix issues quickly, according to 60% of users referencing it.
Automation: Can handle most daily tasks, helping save time and eliminating manual work, suggest 80% of users who mention this feature.
Integration: The application features wide device deployment and complete social media integration, according to 80% of users citing this element.
Customization: The software is highly customizable, making it flexible for every business need in the experience of 71% of users who reviewed customizations.

Cons

Not Budget-Friendly: The system is pricey for the features offered, say 66% of reviews about pricing.
Compelled Updates: 100% of users reviewing this indicate that the automatic updates reconfigure the system, making it time-consuming to set up every time.
Data Reporting: he system offers limited data reporting functionality and forces the usage of line items, quotes, forecasts and the renewal console, according to 66% of users mentioning this.
Lacks Responsiveness: The dashboard is very cumbersome and takes time to respond, suggest 75% of users reviewing this aspect.

Researcher's Summary:

SugarCRM provides a wide array of features that the majority of users report are user-friendly. It automates workflows for easy operation and integrates with almost all apps that are used on a day-to-day basis. Feedback also indicates the customer service is a key benefit. Some limitations include forced updates that hinder productivity, limited reporting and analytics, and a slow dashboard. Users also say it’s on the expensive side given the features available. While there are notable drawbacks, it has plenty to offer businesses looking to automate their sales and marketing efforts on a highly customizable platform.

Key Features

Campaign Management: Offers multi-channel support and streamlines every aspect of marketing campaigns by:

Benchmarking to see what works and what doesn’t.
Gathering campaign performance data for measurement and real-time updates.
Capturing email metrics such as bounce rate, click-through rate and open rate.
Collecting visitor info via web forms that don’t require technical knowledge to use.

Lead Management: Data insights show channel profitability and allow tracking of campaign effectiveness. Also helps:

Segment based on source, channel, industry or other factors.
Route leads to the right sales rep based on business rules to define and automate the handoff from marketing to sales.
Replicate successful campaigns in a few steps.

Reports and Dashboards: View real-time, customizable data to analyze critical KPIs for a number of metrics such as leads, opportunities and sales rep performance. Also offers data on sales trends, customer profiles based on different criteria and case reports.
Sales Forecasting: Models include likely, best case and worst case. Also has:

What-if scenarios for more accurate predictability, using past revenue as the basis for sales predictions.
Worksheets for monitoring sales team performance and assigning quotas.
Customization options to handle complex sales cycles and situations like staggered or recurring purchases.

SugarBPM: Offers a visual interface for designing workflows, alongside tools that speed up troubleshooting and dashboards that save snapshots of tasks and workflows.
Case Management: Customer service reps can efficiently and accurately handle customer cases by viewing all cases per account and receiving reminders for fast resolution. Also includes:

Priority levels that help agents respond quickly to the most urgent cases.
KPIs like customer satisfaction and response times.
Configurable user journeys.
A portal where customers can create tickets, upload and update info, and follow cases to resolution.

Knowledge Base: Delivers self-serve information to customers via a portal. Also allows creating an article based on support case details and includes stock fields that can be modified based on needs.
Bug Tracking: Agents can view details including resolution status as well as track product problems and bug frequency.
Project Management: Includes common project management features such as Gantt charts, task management and dashboards to manage projects like campaigns and customer cases without needing a third-party tool. Also offers management of emails, calls and more from one spot, as well as a place to store call records.
Integrations: Including:

Popular Google apps such as Gmail, Docs and Drive.
Social media channels so companies can engage with customers more effectively.
Online meeting platforms like GoToMeeting and WebEx to start, schedule and join meetings directly from SugarCRM.

Mobile App: Offers a mobile app for phones and tablets, with features such as filters, dynamic search, GPS mapping, click-to-text, click-to-call and offline sync.
Quote Management: Easily manage all aspects of customer quotes using a drag-and-drop interface and grouping options that categorize quoted items in an organized fashion. Also includes out-of-the-box customization for formulas and field calculations.
Tags: Allows selecting which modules to include in global search results and changing selections as needed. Filters include multiple criteria for locating data, while tags are phrases or keywords that can be grouped together to organize information.

Limitations

User feedback suggests the following limitations, which are accurate at the time of this review:

Interface is outdated.
Limited data reporting functionality.
Lacks responsiveness.

Suite Support

The options listed below apply if the license is directly purchased from SugarCRM. For licenses purchased through partners, contact the partner for support. Extended support can be purchased for additional services, including assistance if the system runs past the end-of-life date.

The support portal is the best way to contact the support team. Three centers provide local support for the U.S., EMEA and APAC. Business hours are Monday through Friday, not including major regional holidays: 6 a.m. - 6 p.m. PST (U.S.), 9 a.m. - 9 p.m. CET (EMEA) and 9 a.m. - 9 p.m. AEST (APAC).

Email: [email protected].

Phone: Paid service.

Training: Free, self-guided resources include technical articles, how-to videos and professional documentation for version 7.9 and above. Sugar University provides free training via live webinars and an eLearning format. There’s also a certification program available. Users can also browse the knowledge base for articles that cover everything from reports to workflows or turn to the SugarCRM community for help with questions.

Tickets: Submit and navigate by logging in.

Cost of Ownership

License/Subscription Cost	• Based on subscription licensing model: per user, per month • Involves an upfront cost to own the software, which includes maintenance fees, mobile access, a Microsoft Outlook plugin, reporting, customization and integration capabilities/integration toolkits • Cost is the same, regardless of deployment option (on-premise or cloud-based/SaaS) • Cost varies depending on the plan selected (refer to CRM Pricing Guide for details)
Maintenance Cost	• Included in the upfront license cost
Installation/Implementation Cost	• Not included in the upfront license cost • SugarCRM offers remotely delivered jumpstart packages to onboard new customers with advice related to setup and configuration for approximately $1,500 to $3,000 • Offers options to get SugarCRM implemented from outside vendors such as Brainsell • Cost varies depending on the type of implementation package chosen • Brainsell offers SugarCRM implementation packages: Basic Package at $2,400, Medium Package at $4,600 and Large Package at $9,400 (implementation package includes basic setup, data migration and import along with training support) • Basic setup refers to creating users, setting up emails, personalizing the system with the company’s logo, setting up end users, creating custom fields, reports and other basic setups of the system
Customization Cost	• For both types of deployment, cost varies depending on the type of module selected and the level of customization required for developing or enhancing an existing product feature or module
Data Migration Cost/Change Management/Upfront Switching Cost	• For both types of deployment, cost varies depending on the existing CRM platform, how jumbled the business data is, the amount of data to be migrated, availability of migration tools, the complexity of data, and gaps between the existing system and the new system • SugarCRM professional services for data migration are available for $5,000 • Can opt for data migration from third-party vendors such as Brainsell. Cost varies depending on the type of package selected for data migration
Training Cost	• Provides live training through its virtual (ranging from 2 to 4-hour classes) or onsite live training classes, or online role-based learning, along with knowledge base/repository • Cost for such classes vary, depending on the type of training opted for – starting from $150 to $300 to $650, up to $950 • Provides Sugar Certification Programs for $225 per participant. Certification is valid for 2 years
Recurring/Renewal Costs	• Includes the cost for updates, maintenance, upgrades, patches, training and support • Additionally, the cost varies depending on the plan selected by the users