What do you like best about the product?

I like the customization aspect, scheduled reporting and the robust dashboards. I find customer support overall positive. Some have started included videos to explain resolutions which I love.

What do you dislike about the product?

I havne't figured out a way when someone leaves or starts to easily update BPM's, dashboard reports etc with the nes person. Wish there were weekly tips sent to users with features we may not know about or utilize properly.

What problems is the product solving and how is that benefiting you?

It helps our guys out in the field keep track of their opportunities and communicate with a specialist that may be involved within the CRM.

What do you like best about the product?

Our implementation of SugarCRM was initially carried out by a third party and in a very short space of time. We, the users actually had no input for the system decision, we were just given it and none of us had heard of it... This meant we were able to continue 'as we were', but was far from a finished thing.

I then switched my role to work purely on SugarCRM, having previously administered Salesforce (yep, we ditched the mighty SF and moved to Sugar). From the outset I found the UI easy to use with some great features in both the users role and within the administrator role.

We have around 30 frequent users and after initial onboarding and familiarisation I am not often asked questions about how to use it. This frees up my time for development and we have now integrated our instance to be 'more than a CRM'.

Our in-house web developer now has SugarCRM working as a support desk, a CMS (custom modules data populates our websites, so CRM is the single source of truth for our data), and a login server for multiple websites in our ecosystem. The ease of itegration with the very well documented REST API has been fantastic.

If we ever get stuck then the SugarClub (forum) is simply an amazing resource full of expert users and developers, partners and administrators all eager to help solve your conundrum. Beyond that I also have to say how excellent SugarCRM's Support team are: cases are easily raised in the support site and expertly answered well with the SLA.

It's hard to pick a thing I like best:
- Dashbards are amazing - Report data can be pulled in easily to a dashboard. I have ones for support metrics, marketing info, product data.. loads more!
One recent report I created helped a leadership decicison that resulted in a cost saving of many thousands of pounds! You want business metrics - you got 'em!

- The automation that can also be achieved with BPM (business process management) is awesome. Think workflow, if this then that... almost anything you can think can be automated and you dont need to be a tech wizard to acheive some really slick processes. For example: Leads submitted via our websites are created in SugarCRM's Leads module.. sales are alerted, and the leads show on the dashboard. They review the lead and in literally a few clicks the lead has been automatically passed over to one of our global network of partners. Before SugarCRM the leads created an email, that was manually forwarded to a sales region/rep, then manually entered to the Lead module, and manually emailed to a partner! wow! Now its literally 3 clicks!

- Above all I would say the best thing is how much I can acheive as the system Admin. I am not a developer, though I try to be! And for sure an in house developer has been critical to our success. But the admin suite of tools allows a huge range of tweaks, updates and customisations to be made with excellent documentation to help you. And one quick last one, the SugarCRM team continually improve, secure and update the system. Every update for the last 6 years for me has been a valuable addition.

What do you dislike about the product?

Currently there are some known bugs that 'slightly' hinder us in the UI, they are due to be fixed in the next release. But they were introduced in a previous release!

What problems is the product solving and how is that benefiting you?

It eneables us to have Sales, Support, Product and User data IN ONE PLACE.
The API also enables integration to other systems and websites.
- single source of truth -

What do you like best about the product?

Sugar has insanely robust reporting capabilities. Upper management asks a question, we have an answer; the ability to either filter for data or create a report is a feature we can't live without. Sugar's customer support and integration teams go above and beyond to troubleshoot the rare issue with very timely responses. Five stars (all solid gold) for this CRM.

What do you dislike about the product?

As mentioned, while the data is excellent, Sugar is still working through the visual reporting aspects. The quick workaround is a csv download with some manipulation.

What problems is the product solving and how is that benefiting you?

Sugar organizes data in a very user friendly format, which is highly customizable. The ability to keep notes, meetings, opportunities, and documents all in one is very valuable.

What do you like best about the product?

Easy of use. The application is straightfoward and meets the needs of our business without being overly complicated

What do you dislike about the product?

Intergration is not ideal in our environment as we have a number of proprietatry outions that we pass data from Sugar to.

What problems is the product solving and how is that benefiting you?

Easy of deloyment, we have multiple location that sell and distribuate our products & Sugar allows for easy deplyment & ease of use while providing a common shared database of our customers accross locations & channels.

What do you like best about the product?

The organization behind Sugar is first-class from a client experience standpoint. The product offers a level of agility you do not get with the incumbent CRM cloud solutions, yet it provides an enterprise solution meeting the needs of a $100M+ company.

As the executive stakeholder, I could depend on the team at Sugar to make my job more effective and that goes a long way toward the success of my users and the administrator responsible for the system. When we started to experience some compounding problems as a result of sales organization changes, the team at Sugar jumped in and brought in a quarterback, Uzochi to facilitate expediting solutions for us.

We took advantage of SugarCare to help us with unique integration to our customized internal tools. Vince and his team were instrumental in knocking out an integration and helping us over solve complex business problems allowing us to have the velocity we needed to begin to use these new capabilities.

I can not say enough good things about the executive leadership at Sugar and the entire support team that helps us regularly.

What do you dislike about the product?

I would say this is more of a compliment versus a dislike. No one has the number of off-the-shelf integrations as SalesForce and with Sugar, they go deep versus wide, and being focused is not a bad thing.

I loved it when we had two additional executives join our sales team who had been using Force at their prior companies, but after a demo of Sugar's forecasting and advanced reporting, they became fans.

What problems is the product solving and how is that benefiting you?

It provided a robust pipeline, revenue management, and marketing system for all divisions of our company including aircraft sales, aircraft management, and aircraft brokerage. With integration into our proprietary software. We switched from Sales Force and integrated with our custom software in less than 3 months. And have used it for the past 2 years with many more to go.

What do you like best about the product?

Easy to use and understand. The knowledge base is easy to find information in if we have issues to work through.

What do you dislike about the product?

Our support rep seems to be only out to make a dollar and isn't actually caring about what we need for our business. We've tried some other areas to try to get more information on training and those people seem to be more helpful.

What problems is the product solving and how is that benefiting you?

Leads and Opportunities modules are assisting us in the purchasing process

What do you like best about the product?

What fascinates me the most about Sugar Sell is its exceptional ability to simplify and optimize the entire customer relationship management process. The user-friendly and intuitive interface offers a smooth user experience, while the powerful features allow for deep customization of each customer interaction. The advanced analytical tools provide valuable insights, facilitating strategic decision-making. Moreover, the seamless integration with other applications and the overall flexibility of the system make it an invaluable asset for increasing operational efficiency and improving customer satisfaction.

What do you dislike about the product?

Although Sugar Sell is a powerful tool in many aspects, it has some limitations that can be a source of frustration. One of the major concerns lies in the relatively steep learning curve for new users. The complexity of certain features can make the initial adoption of the software more difficult than expected, requiring an additional investment in training time. Furthermore, although customization is a strength of Sugar Sell, it can sometimes result in a certain complexity during the initial setup. Finally, the cost associated with using some advanced features can be a barrier for small businesses with more limited budgets.

What problems is the product solving and how is that benefiting you?

Sugar Sell proves to be a powerful CRM solution that addresses several crucial challenges in managing our customer relationships. First, the centralized system of Sugar Sell allows us to effectively consolidate and organize all customer information, thus eliminating data silos and improving visibility across the entire sales process. The automated management of tasks and workflows helps accelerate our sales cycles, minimizing human errors and ensuring consistency in our interactions with customers.

Moreover, Sugar Sell offers us an in-depth view of customer activities and behaviors, thus facilitating a more personalized and targeted approach. The reporting and analysis features allow us to identify trends, anticipate customer needs, and adjust our strategy accordingly. This results in more informed decision-making and better responsiveness to market demands.

What do you like best about the product?

The flexibility and customization options for Sugar Sell are almost limitless. With a beautiful and clean interface training and adoption were easy for our all of our users. When you implement Sugar they'll pair you with an implementation company that assists with getting the system tailored to your processes. Sugar clearly selects these partners with great care and makes sure they are more than expert level with the software. We are looking forward to implementing additional features in the future. Of the 3 CRM's I've worked with and the 15 that were evaluated for our project Sugar is hands down the most robust CRM platform I have ever seen.

What do you dislike about the product?

Not a dislike but something to be aware of is that due to the customizable nature you'll need a team well versed in your business processes to help in getting the system configured. With so many options it can be a bit overwhelming. Also, the price is not for the faint of heart. it will be a significant investment. When comparing the investment against other programs be sure to compare it to the others highest tier pricing. This is because Sugar includes all functionality, other CRM's will nickle and dime you for the features you need.

What problems is the product solving and how is that benefiting you?

Sugar gives us the ability to consolidate all of our customer knowledge into a centralized database in a way that we're able to mine insights to increase our sales.

What do you like best about the product?

The ability to unify message to multiple stakeholders

What do you dislike about the product?

We have a limited staff. At times feels like we may need a CRM expert on staff.

What problems is the product solving and how is that benefiting you?

One resource to unify a large ISD school service.

What do you like best about the product?

The reporting is really clear and easy to use. We have been able to adapt the system to meet the requirements of our business and integrate with other products. We now use the system wholly as a lead management system.

What do you dislike about the product?

Linking with Docusign has been a really difficult process. Some of the reporting lacks features like viewing in percentage. Lead to order report should be a readily available report.

What problems is the product solving and how is that benefiting you?

Productivity within the team - less manual input as everything is ready to go.