Detailed Full Review of SugarCRM: All you need to know (2024)

What is SugarCRM?

SugarCRM is a customer relationship management (CRM) platform that helps businesses provide a highly personalized experience:

• Founded in 2004, SugarCRM is now used by over 2 million users in 120 countries.
• The company is headquartered in California and has additional offices in the United States, Mexico, Australia, Germany, and the United Kingdom.

Features and Uses

• With SugarCRM, businesses can implement marketing programs, retain customers, increase sales, and build business applications.
• These applications can be used in a variety of ways, such as to energize sales teams, manage databases of customer information, or run customer support organizations.

SugarCRM is more than just a CRM tool; it's a comprehensive platform that transforms the way businesses interact and manage relationships with their customers.

SugarCRM: Who are its users?

See who benefits the most from SugarCRM's versatile platform.

• Diverse audience: SugarCRM stands out as a leader in the field of customer relationship management systems (CRM), with an impressive base of 50,000 business users.
• Global Accessibility: It should be noted that the service has been downloaded over seven million times and is available in nine different languages, reinforcing its global footprint.
• Maximum customizability: One of SugarCRM's major assets is its flexibility. The user can shape the product according to their needs, ensuring that business-critical information and data are always within reach.
• Ideal Target: Although SugarCRM is adaptable, it is particularly suitable for larger businesses with a development team. Indeed, to take full advantage of its advanced customizations, a certain amount of expertise is required.

SugarCRM is a versatile CRM that meets the needs of various businesses.

However, large entities with dedicated development resources will make the most of its advanced features.

Features

SugarCRM is a powerful and diverse CRM solution. Let's discover its main features together to understand how it can revolutionize your customer relationship.

1. Sugar Market

Revolutionize your marketing

In today's digital age, marketing must constantly adapt and innovate. Sugar Market is here to help.

• Advertising and integration with social networks to reach a wider audience.
• SEO & SEM optimization for a strengthened online presence.
• Use of templates for express campaigns.
• Personalization of emails to address each customer individually.

With Sugar Market, marketing is reaching a new dimension. However, its interface could be more intuitive for beginners.

2. Sugar Sell

The future of sales

Every sales interaction is an opportunity. Sugar Sell is designed to maximize these opportunities.

• Detailed overview of each prospect for targeted interactions.
• Constant updating of data for relevant exchanges.
• Synchronization with Gmail and calendars for efficient centralization.
• Use of SugarBPM to streamline the sales process.

With Sugar Sell, every lead has the potential to be a success. However, some users may find its price slightly high compared to other solutions on the market.

3. Sugar Serve

Set the customer service standard

Providing exceptional service is imperative in today's competitive landscape. Sugar Serve is your ally in this mission.

• Responsive platform to respond quickly to customer requests.
• Centralized view for optimal monitoring of requests.
• Self-help portal for customer autonomy.
• Real-time reports to adapt and improve

Sugar Serve puts the customer at the center of your business. However, it would be beneficial to have more detailed tutorials to help new users find their way around.

4. Communication

Elevate your interactions

Interactions are the core of every customer relationship. SugarCRM ensures that they are optimal.

• Combination of telephone, email, messaging and video for diversified exchanges.
• Integration with social networks for a presence where your customers are.

SugarCRM communication tools are designed to strengthen every relationship. However, it would be nice to integrate more communication channels for even greater coverage.

5. SugarPredict

Prediction based on Artificial Intelligence

The future is clearer thanks to AI. SugarPredict highlights unique insights, even with limited CRM data.

• Unique insights for your business: Even with limited CRM data, SugarPredict extracts external information to provide comprehensive analysis.
• Maximize opportunities: Make accurate predictions for better decisions and maximize your opportunities.
• Look beyond your CRM: Enjoy greater visibility thanks to the integration of external data.
• AI for everyone: With SugarPredict, access an integrated deep learning platform that's right for any business.

Although SugarPredict brings a revolutionary dimension to CRM with AI, it is crucial to ensure the quality of external data sources for accurate predictions.

6. Sugar Add-Ons

Optimize your CRM

Make your SugarCRM experience more powerful with popular Add-Ons and the latest ones available on SugarOutfitters.

• RingCentral for SugarCRM: Integration with the RingCentral communication platform for better productivity.
• SugarCRM Outlook Plugin for Mac: Work effectively with SugarCRM directly from Outlook.
• PandaDoc for SugarCRM: Manage the complete lifecycle of your proposals directly within SugarCRM.
• ChatGPT Integration for SugarCRM: Improve your business processes and user experience by integrating ChatGPT with SugarCRM.

While these Add-Ons provide value, it's important to ensure that they integrate seamlessly without disrupting existing operations.

In short: SugarCRM, with its enhanced functionalities, in particular by AI, is ready to change the game in customer relationship management. However, like any technology, its success depends on how well it is adapted and integrated into existing operations.

SugarCRM integrations

SugarCRM is a software that facilitates seamless connectivity thanks to its multiple integrations.

• Open API: Thanks to this feature, a plethora of third-party integrations are at your fingertips.
• Extensive compatibility: SugarCRM is comfortable with systems like JAVA and PHP, guaranteeing maximum flexibility.
• Exhaustive guides: Your team will never be lost with comprehensive guides for syncing with other systems and installing extensions.
• Google and more: Easily integrate with Google tools like Docs, Drive, and Gmail.
• Social networks: Maintain a connected social presence with this CRM.
• Meeting Platforms: Tools like GoToMeeting and WebEx integrate seamlessly.
• Sugar Integrate: Launched in April 2020, it is a cloud-based integration platform. It offers a transversal view of customers on various applications and automations for sectors such as marketing, sales, e-commerce, etc.

Sugar Integrate benefits

• Reduce the time, cost, and effort required to integrate SugarCRM with other business systems.
• Reduce dependence on suppliers by making integrations interchangeable.
• Enjoy real-time integrations to minimize data delays and automate cross-system processes.

SugarCRM isn't content with being a CRM efficient, it is positioned as the pivot of your technological ecosystem for flawless collaboration.

Customer Support

Let's take a look at the quality and effectiveness of the customer support offered by SugarCRM.

• Adaptability of Support: The level of support varies according to the plan chosen by the user.
• Online resources: SugarCRM encourages its users to look for solutions to their common problems on their support site, especially in the sections:
  Documentation
  Knowledge base
  Sugar University
  Community tab
• Authorized Contacts: Depending on the Sugar product you subscribe to, a number of authorized contacts are available to deal with more complex issues.
• User Stories: Many users rate SugarCRM's support as excellent.
• Ease of Access: Despite a sizeable user base, it's easy to get a live customer service representative over the phone.
• Quick answers: The ability to get answers to technical questions and basic queries is a valued benefit for users and developers.

SugarCRM doesn't just offer a powerful CRM, but is also committed to providing quality customer support, responding quickly and effectively to the needs of its users.

Security and Confidentiality

Understand how SugarCRM prioritizes the protection of its users' data.

• Holistic approach: SugarCRM adopts a systematic and comprehensive strategy to ensure the confidentiality of its customers' data.
• Deployment Flexibility: The CRM offers various options: on-premise, hosted, or in a hybrid configuration.
• Physical Protection: Data centers are equipped with 24/7 secure access, motion detectors, intrusion alarms, and video surveillance.
• Robust Infrastructure: Implementation of solid data encryption, a firewall-protected network, and advanced user authentication layers.

SugarCRM ensures impeccable security and confidentiality for the peace of mind of its users.

Pricing

SugarCRM offers three main packages to meet the varied needs of businesses.

Sugar Professional

Starting at $52 per user/month:

• Standard SLA support.
• Support via the SugarCRM support portal.
• 2 authorized contacts for support.

Sugar Enterprise

Starting at $85 per user/month:

• Advanced workflow with SugarBPM.
• SQL-based reporting.
• Accelerated support SLAs.
• Support by phone and via the SugarCRM portal.
• 4 authorized contacts for support.

Sugar Serve

Starting at $80 per user/month:

• 2 sandbox instances
• 60GB of storage.
• Phone support.
• 4 authorized contacts for support.

Sugar Sell

Starting at $80 per user/month:

• 2 sandbox instances
• 60GB of storage.
• Phone support.
• 4 authorized contacts for support.

Sugar Market

Starting at $1,000/month for 10,000 contacts:

• Unlimited users.
• Unlimited emails and landing pages.
• Phone support.
• 4 authorized contacts for support.

Important note :

• Each SugarCRM service level requires a minimum of 10 users.
• These requirements, coupled with high starting prices, make SugarCRM expensive and potentially unsuitable for startups or businesses with a limited budget.

While SugarCRM offers a full range of features and service levels, it's critical to consider the overall investment before making a commitment, especially for smaller businesses.

Alternatives to SugarCRM

Are you looking for robust alternatives to SugarCRM? Here are some of the most popular CRMs on the market that could help you choose the one that best suits your needs.

1. PipeDrive

PipeDrive is the essential ally of teams looking for CRM management focused on sales.

Features

• Visual management of pipelines for a clear follow-up of prospects and customers.
• Sales automation for optimized productivity.
• Fine email follow-up to maintain a quality relationship with prospects.
• Integrated calls for easy communication.
• Analytics and reports for informed decision-making.

READ MORE >> Detailed PipeDrive Review and Test

Pricing

• 14-day trial version
• Essential: $12.50/user/month
• Advanced: $24.90/user/month
• Professional: $49.90/user/month
• Enterprise: $99/user/month (min. 10 business users)

PipeDrive offers an intuitive user interface and robust automation, offering a different approach compared to SugarCRM.

🔗 DISCOVER PIPEDRIVE NOW

2. HubSpot CRM

HubSpot CRM provides powerful tools that promote the maximum conversion of prospects.

Features

• Free trial version
• Allocation and monitoring of opportunities for a flawless organization.
• Marketing automation
• Agile workflow management for effective follow-up of prospects.
• Email marketing tools to extend your reach.
• Extensive compatibility with other business solutions.

READ MORE >> HubSpot CRM Review and Detailed Test

Pricing

• Free trial: For an unlimited number of users.
• Paid extensions: Additional packs starting at $50/month.
• Several versions for business

HubSpot CRM is perfect for those who want to get started with a free plan and have the flexibility to upgrade, but still have significant differences compared to SugarCRM.

🔗 DISCOVER HUBSPOT CRM NOW

3. Monday.com Sales CRM

Monday.com stands out for a CRM experience that focuses on smooth tasks and cross-team collaboration.

Features

• Task management based on the Kanban model for optimal organization.
• Integration of forms that simplify the capture of leads.
• Automatic creation of the customer database.
• Communication and file sharing tools to strengthen collaboration

READ MORE >> Detailed Monday Sales CRM Review and Test

Pricing

• 30-day trial
• Basic plan: $24/month
• Standard plan: $30/month
• Pro plan: $48/month
• Enterprise Plan: Contact for pricing.

Monday.com particularly excels at global task management and collaboration, offering a unique alternative to SugarCRM.

🔗 DISCOVER MONDAY NOW

FAQs

What is automation in SugarCRM?

It makes it possible to simplify repetitive tasks in marketing, sales and customer service. It reduces the time spent on manual actions, improving productivity.

Is SugarCRM available in multiple languages?

Yes, it is multilingual, covering a vast majority of major languages. The user interface is intuitive regardless of language.

Is SugarCRM really open-source?

No, SugarCRM is not an open-source solution. But it's flexible enough to meet a wide range of needs without being open-source.

Why use SugarCRM as a management solution for my business?

SugarCRM is a management solution robust designed to stimulate growth businesses. Thanks to its user-friendly interface, it offers dashboards intuitive ones that help businesses effectively track and manage their Leads. In addition, her suite integrated tools offer a presentation detailed data to improve decision making. La performance of this platform is reinforced by a mobile application that allows you to stay connected to your customers on the go.

How can SugarCRM help retain my leads?

La loyalty is essential for the growth And the performance of any company. SugarCRM, as solution of Management, excels in this area. It provides an improved customer experience to Travers one ui optimized and customer-centric features. Thanks to its suite of tools, you can follow the experiments of your customers, from the first interaction to the conversion. The platform also provides tools for Business intelligence to analyze customer behavior and personalize your offers products. This knowledge Deeply strengthens the trust between the persons and businesses, thereby improving the loyalty.

Does SugarCRM offer e-learning modules for training?

Yes, SugarCRM offers modules elearning designed to help users get the most out of suite. These modules offer a presentation Complete withui, features, and best practices to optimize the use of solution. Whether you are new to the Management CRM or if you just want to refresh your acquaintances, these training modules are a valuable resource. In addition, with the growing digital trend, having access to resources elearning Strengthen the strengths of SugarCRM compared to others websites CRM.

Final review

SugarCRM is a flexible and highly customizable tool that optimizes the management of your customer relationships. Its flexibility and customization capabilities are unparalleled.

However, its high rates and steep learning curve require careful consideration before committing to it.

Every business has its own needs and priorities.

SugarCRM excels in many areas, but its cost and complexity may not be right for everyone.