SALES FORCE AUTOMATION
Sugar drives sales force performance by allowing sales representative to track and share contacts and opportunities, manage and upsell into existing accounts, forecast revenue, monitor performance through dashboards, manage quotes and contracts, work offline through our sugar mobile and collaborate through integration with Microsoft Outlook, Lotus Notes and other groupware applications.
Sugar closes the loop between marketing and sales. Create, execute and track campaigns across multiple channels with the campaign wizard. Develop compelling email marketing programs and capture leads directly into your CRM system with web-to-lead forms. Manage and assign leads to your sales reps and track the marketing ROI of your programs.
Acquiring new customers is much more expensive than selling to existing ones. With Sugar customer support, companies have confidence that customer cases will be handled quickly and effectively. Sugar customer support centralizes customer service requests across channels to allow companies to manage inbound emails, diagnose bugs, share knowledge, and resolve customer issues. In addition, companies that subscribe to Sugar Enterprise or Sugar Ultimate can defray customer support costs with the included Customer Self-Service Portal.
We have been using Sugar for several years, but only in the past six months have we really dug down to fully utilize the software. The tool is fairly simple to use, I like the reporting functions, but the feedback I get from my sales team is that it is just 'clunky' to use. I'll give you one little example. For the Opportunity 'Actual Closed Won' date, I found through coming across some bad sales data for the month, that if you close a sale in January, and that same month you mark it as Closed Won. But lets say in March you want to go in and add a note to the description. Once you edit that note, (thus changing the Modify date) you autimatically changed the 'Actual Closed Won' date to March. Really messes up sales reports! When I contacted Sugar, there really wasnt an easy fix. We found SierraCRM (third part software) and Bill Convis from there helped with a solution to this problem. We have now purchased this software and believe that this will help take us to the next level of using Sugar. Sugar Support via email is usually pretty prompt, but as far as hearing from our 'Account Manager', just 2 weeks ago was the first time I heard from someone regarding our account. At that point, I had already reached out to SierraCRM, so I did not need anything from Sugar.
To summarize: Great tool, though a little clunky, but the price is not bad. Customer service could be improved, especially for companies like us who are invested in the process, and just need some help taking our sales process to the next level. Thanks!
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!
Likelihood to recommend
Being an open source CRM app with flexible deployment options makes SugarCRM unique and a standalone in the CRM space. However, allowing for such flexibility should require the utmost discipline regarding release schedules, changes to code (especially caching mechanisms), and overall system recommendation documentation provided by SugarCRM, the company. This is not currently happening.
Stock code base is fairly solid but when customizations are added, significant caching issues arise. There are also various areas of the app that still retain antiquated layouts (bwc modules). These issues make the app confusing and unreliable at times.
Support should be more tenacious when attempting to find resolution to cases - don't just post a note or two, wait a period of time and close the case. CALL the customer - email the customer - do whatever it takes to get CONFIRMATION from the customer that the issue is resolved.
Create a server side integration to Outlook...we are a 50/50 Mac/PC shop and email archiving is incredibly inconsistent.
Overall Studio is a great tool (when caching works appropriately). It does allow us to create without developers on staff.
Studio (when it works)
Open source flexibility
Lack of long term release schedule and small version life cycles
Support not owning the initiative of resolving cases
Likelihood to recommend
I've used SugarCRM a great deal in current and previous employers, and have always been thrilled with the sales tools that SugarCRM has, and the great ability for customizations, not to mention the continuing updates for each version. Their customer support team is top notch and very helpful for the most part, and there has been very little downtime, allowing all our teams to use the product successfully.
If I could choose one thing they could improve upon, it would be their outdated case management tools. I work with our support team and find the options to be limiting compared to other case management solutions such as Zendesk (which I have also used previously). If I am to point out glaring specifics, it would be tracking visibility on unassigned cases (who is viewing each case record? has the case record been updated while I've viewed it?). It would also be the absolute poor setup of getting cases into Sugar -- we have an inbox set to automatically add in cases, but if a customer or one of our personnel doesn't email directly from inside Sugar's Email module, it creates a new case ticket (over and over). This may be a byproduct of the way we have our case management set up, but there are no best practices, and I've had to create custom Process Author tools and Workflows to get it running in a decent way.
Again, the product is great from a sales point of view and for lead tracking tools, but the case management tools are dated and need to be examined and looked at to match their competitors in that category.
Sales tools, lead tracking tools, reporting features are second to none
Module builder is fantastic and very customizable.
Case management tools are lacking to a high degree, very dated
Likelihood to recommend
In my opinion, one of the top two open source CRM apps. A responsive web interface which works the same on all smartphones tablets laptops and desktop computers, no app required. The CRM of choice used by many upstart aggressive disruptive companies of all sizes. Highly cost effective, and expandable with tons of third party PHP modules available from the SugarOutfitters app store, such as connectors to your phone system, document system, marketing automation, reports, social media, etc. A complete bargain when compared with the usual salesforce which runs inside a restricted environment. Way more customizable because you have the wide ranging freedom of adding the latest innovations of PHP code to strengthen and automate your CRM.
Open source roots. Benefits from the rising tide of PHP innovations which let you keep up to date by adding new modules for a very affordable prices. There is a massive community of PHP developers available to help build custom modules for you for cheap prices, if you don't have PHP programming skills.
It can take some time to get used to how to use it. Also, it's too bad the free SugarCRM CE (Community Edition) version 6.5.25 is somewhat outdated, and updated only to fix security bugs. Although, it's about 75% the same features as the paid current version of SugarCRM Pro 7.8.
Likelihood to recommend
The culture of the 1CRM implementation of SugarCRM featuring incomplete, inflexible and user-unfriendly software reinforced by unhelpful and disdainful "support' is propagated throughout their network, for example by their German distributor Visual4 GmbH, who auto-renewed a subscription even though it had been cancelled (as just one example of their total administrative failure - they didn't know if you're a cloud or own-server customer, as another of many) and refusal to support a fully paid-up customer because s/he identified real and tangible problems rendering the software near-unusable.
The OpenSource concept is obviously wonderful, but needs to be transformed into a usable product with proper support, which is where 1CRM fails.
The leverage of SugarCRM into 1CRM fails in simple things like country lists that you can't add to, yet not all countries are included in the list (for example, there is no United Kingdom, UK, Britain, Great Britain, or England!), and the security certificate had expired. If you're ok to override the big red "insecure site" warnings to store your critical business data, go ahead. Me not. Whereupon "support" tells you it's your fault and you're stupid and anyway commercially useless to them. Reports are childishly implemented, can not be used by a business - but you can re-do them yourself using a clunky and functionally limited interface for an additional fee. Professional-looking offers, order confirmations, and invoices have been around for decades, should be included in the most basic version of any product, and should not need end-user re-programming at any cost.
- Focus attention on the most profitable deals
- Bring new sales representatives up to speed
- Captures leads directly into the CRM system
- Measures return on investment of campaigns
Facebook: read your friends’ news feeds in the Activity Streams dashlet
LinkedIn: See who you know or who can provide you with an introduction at a company
Twitter: read tweets of all the people you follow in the Activity Streams dashlet and add the Twitter name to a contact or lead and read their tweets directly in the contact or lead record
Below are some frequently asked questions for SugarCRM.
SugarCRM offers the following pricing plans:
Pricing model: Subscription
Free Trial: Available
SugarCRM offers the following features:
SugarCRM has the following typical customers:
Freelancers, Large Enterprises, Mid Size Business, Non Profits, Public Administrations, Small Business
SugarCRM supports the following languages:
SugarCRM has the following pricing plans:
SugarCRM supports the following devices:
SugarCRM integrates with the following applications:
CogniDox, DW Event, InterWeave Quickbooks Integration, InterWeave Salesforce.com integration with Quickbooks, InterWeave Smart Payment Gateway, InterWeave SugarCRM integration with Quickbooks, InterWeave eMail Gateway, Monexa, WhosOn, Zendesk
We do not have any information about what support options SugarCRM has