SugarCRM Solution Suite Reviews - Page 15

It is quite a robust tool. We like that this CRM defines leads how we do, and the leads to opportunity process. And where we can customize on our own, it is relatively easy. For our internal end users it is also easy to use. Review collected by and hosted on G2.com.

That customization of fields and workflows has required two companies, two SOW's, thousands of dollars, 9 months and counting, and resulted in a tool that is still not reporting what we want and how we want it. That is especially frustrating when we were sold on much of that functionality we wanted being out-of-the-box and otherwise "easily customizable". Review collected by and hosted on G2.com.

Not much to be honest. It's dated and I didn't enjoy it very much. I thought is was not user friendly at all, and I much prefer the tool I am using now (HubSpot) Review collected by and hosted on G2.com.

Everything. It's not a tool I would recommend. It is hard to use and not pleasant in general. Review collected by and hosted on G2.com.

Sugar Sell has great out of the box features but really comes into its own and stands out from competitors when it's customised to support individual processes and business needs. Review collected by and hosted on G2.com.

To maximise the potential of the system, it is useful to have an in-house developer but luckily Sugar have a team of developers who can support clients who don't have the internal skills set required. Review collected by and hosted on G2.com.

I like that its very easy to use and it meets all of my business needs Review collected by and hosted on G2.com.

It can be a bit slow at times and it takes a bit of time getting use to Review collected by and hosted on G2.com.

This tool has a Good user interface and a lot of leads and contacts to run an effective campaign that helps analyze customers faster. Review collected by and hosted on G2.com.

The tool is a bit complicated until you get used to it. Review collected by and hosted on G2.com.

From an administrative and support view, Sugar Sell is a flexible system to adapt to your use case. Customizations and integrations are simple, and most can be done without a huge development budget, allowing us to adapt quickly to changing market conditions. Review collected by and hosted on G2.com.

The user interface, to be kind, Sugar Sell has a very dated look and feel to it; the new name doesn't correctly reflect the power under the hood. The most challenging item we face with adoption is the dated interface; users feel they are using old software. Review collected by and hosted on G2.com.

We are a rapidly growing business that needed an intuitive IT platform to help us provide great customer service and mix technology with a human touch. The strong point of SugarCRM is a combination of the sugar platform, technology and professional solution-oriented developers. The willingness to understand our business nuances, and the ability to help us leverage SugarCRM technology to optimize customer relationships, has been invaluable. SugarCRM is very customizable enabling top-notch integration and synchronization between SAP B1, KOOMBA WMS, SugarCRM and SmartStore e-commerce. Review collected by and hosted on G2.com.

SugarCRM is continuously innovating. On the one hand, this fits in perfectly with our need for innovation and further professionalization of customer-oriented entrepreneurship. The counterpart is that critical building blocks in our (automation) architecture are allocated in a different license model. This is often a costly and time-consuming implementation process. For our development team and users. Review collected by and hosted on G2.com.

Sugar is incredibly customizable. Essentially, the world is your oyster, so if you have the focus and commitment to build from scratch, this will let you. Review collected by and hosted on G2.com.

Sugar is not as well-known of a CRM as other options, so things like integrations become more burdensome when additional services that need to be integrated are limited to those who know Sugar and have worked with them before. Review collected by and hosted on G2.com.

An easy way to follow up on projects, I like the customer data as well (useful to know who are the contacts) Review collected by and hosted on G2.com.

Duplicate does not keep track of added informations as to winners and bidders, I have to fill them up for every duplicate profile I create. Review collected by and hosted on G2.com.

Sugar Sell (formerly SugarCRM) has a wealth of features that any organization would want from a customer relationship management system. For starters, it allows users to easily find and organize leads or customers with a wide variety of options. I primarily use Sugar Sell as a recruiting administrator, and once I took the time to learn how the software works, I was able to master its robust search engine. It allows users to take detailed notes on a lead's location and contact information, as well as create unique recruitment profiles for each of them. This feature will enable recruiters in my department to add key details about a lead's employment history, such as the previous year's sales volume or the wound that makes them consider leaving their current employer. Sugar Sell also allows users to easily schedule future calls or emails with any lead within the system. These calls can even be created by one user and assigned to another, which is extremely handy for a department as hectic and with as high of a turnover rate as mine.

Outside of leads, Sugar Sell allows users to create custom email templates that can not only be instantly sent to any lead with an email address on file but are also available to be used by anyone in the department. Sugar Sell also allows users to create customized reports, giving our organization's supervisors access to key data metrics, such as how many new leads my department sourced each quarter. Sugar Sell's report system allows users to create, edit, and run these reports quickly and even allows them to be saved for later use. Overall, Sugar Sell has a generous amount of features that streamline the process of organizing a company's data on its current and prospective customers. Review collected by and hosted on G2.com.

Despite the wealth of content it offers, Sugar Sell's user interface can often be unintuitive and frustrating. This is mainly because Sugar Sell was not designed for recruiting, though my organization forced my department to adopt it in the name of internal consistency. Sugar Sell has by far the most unintuitive user interface I have ever encountered in my time utilizing various software for Indoff, Inc.'s recruiting department. The most recurring problem concerns its lack of an automatic save function. It is downright laughable that a piece of professional software sold in 2022 still requires users to manually click a "Save" button every time they want to record their progress on anything within the program. While Sugar Sell does notify users before leaving a tab to click the "Save" button to prevent losing their progress, a far simpler solution would be to enable automatic saving. I understand that the intent is to prevent unintended changes to pre-existing leads, templates, etc. Still, more often than not, users attempting to change anything within Sugar Sell know precisely what they want to edit and do not need the reminder. Thus, the required manual saving is far more often a hindrance than not. The issue is made worse because the "Save" button is right next to the "Cancel" button, often causing users to delete all of the work they were attempting to save. This lack of automatic saving is even more baffling after having switched from my organization's previous CRM, Goldmine, which is an ancient piece of software that still saves a user's work automatically. The lack of other features that have been standard elsewhere for ages now, such as a dark mode, is also a glaring flaw.

Furthermore, the process of migrating all of our organization's information from Goldmine to Sugar Sell was not seamless. Many leads and templates were either lost or changed beyond recognition in the transition between CRMs. They needed to be rebuilt from the ground up by my department, which took considerable time and focus away from other duties. If you are switching from something else to Sugar Sell, your mileage may vary, but do be wary of the possibility of issues like this coming up. Once migrated over, Sugar Sell's method of organizing these leads made it very difficult to simply manage them alphabetically, though we did eventually figure out how to do it. Furthermore, while Sugar Sell's flexible call and email scheduling options are appreciated, its calendars are not. Clicking anywhere on the calendar screen other than the month's numerical dates immediately defaults the calendar from the current year to the year 1900. I have no idea why their calendars go back that far, and it serves absolutely no purpose other than to frustrate users, and this happens to me every single day. Scheduling and assigning calls is often time-consuming in general, with basic functions requiring far more clicks than they ever did with Goldmine. Another questionable UI design is that, when scheduling a call, Sugar Sell sets the default status to "incoming" instead of "outgoing", which we need to manually change every single time. Why on earth scheduling a time for an incoming call is Sugar's default setting is beyond me. Once a call has been scheduled, Sugar Sell does offer a feature to remind users 30 minutes prior to the scheduled time, which can be useful, but for some reason, the feature is on by default when it really should not be. Once Sugar reminds you of an upcoming call, everything else in the browser is immediately frozen until the notification is dismissed, which often interrupts other work. As is tradition with Sugar Sell, this is a smart feature executed terribly, with zero regard for how their user interface interacts with users on a day-to-day basis. Also, once a list of calls or meetings has been made, users are required to manually move each individual call to another date when schedules change. The lack of a blanket "move all" feature for a list of calls or meetings seems like a no-brainer and is yet another feature that we enjoyed with Goldmine Often, users in my department are multitasking, so having to focus so much when simply scheduling a call can be frustrating. Overall, Sugar Sell's generous options are often offset by its baffling and user-unfriendly interface design choices. While I can't speak to its functionality with sales, I can safely say that after over a year of daily use, from a recruiting standpoint, using Sugar Sell has been a disappointing experience. I would advise an organization using Sugar Sell which may be considering expanding its use to other departments to think otherwise. If my department had the option to resume using Goldmine, we would happily return to it and never look back. Review collected by and hosted on G2.com.