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SugarCRM Reveja
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Deployed by 2 million individuals in over 120 countries, and PC Mag Business Choice Best CRM Software Award for the fourth year running, the only CRM software that readers would strongly recommend to their peers.
It is a very robust systems that can be used for tracking customer support, sales and contact management.
Because of it customizable nature, it can be set up incorrectly by the end user. For this reason, it is very important to have someone in house that is very Sugar savvy to ensure it works the way you need it to. When updates are delivered, it commonly knocked us down for a few days while we implemented changes to make everything work again.
May not have as many features as SalesForce
It has a lot of features that give an holistic way of keeping track of customers leads, also it has multi device interfaces which makes it amazing for on the run salespersons.
too many functionalities that you don't really use, I think because of a lack of education on the software. Also the exporting files need to be fixed on format and layout.
It is a great app to follow track of all your clients, having all their contact information, the amount of sales, and being able to send massive advertisement emails to your customers.
It needs an intensive training to be able to use it as some functions requieres knowledgments that are not easy to learn for new users. It an expensive software.
I like that I can add lots of features and functionality myself, including whole new custom modules. As my workplace deals with lots of custom items Sugar fills our custom needs. Our reseller has been fantastic in keeping that custom functionality.
I dislike that we are able to edit default field formulas at all without an easy "restore." I think this makes it easy for a developer to make a small mistake that can cause the instance to stop being "upgrade safe." I wish customizing the color, notifications and "logos" were easy to change in an ondemand instance. I also want the global search function to be more consistent.
Super easy to set up program. Does a great job at keeping up with client information and tracking history of interactions.
The videos for training were helpful but oftentimes it appeared that they were for much larger companies than our small 10-20 employee organization.
I used the self-hosted community CRM for several years for my own music business. It has a ton of functionality that matches a lot of the basic features you find in Salesforce Classic. It's a great tool for keeping track of client data, deal tracking, etc. It's also nice to be able to self-host the platform as well as it's a lot more affordable than using a paid SaaS solution.
SugarCRM Community Edition looks pretty dated. If you don't have a lot of experience with the typical CRM data model concept, it can be hard to figure out how to use the system. The interface could be modernized to make it easier to navigate and find your way around. Another downside to being the Community Edition is that you need to know how to install and maintain the platform on your own server, but this is also a plus if you do have these skills.
It can be personalized for your particular company or organization. The fields can be easily edited and it is extremely easy to run reports. The notes function is very easy to use. You can also connect emails to sugar and save emails. The calendar function is very useful as well.
There are more lags and "time outs" than I've seen with some other software. However, the issue is usally addressed fairly quickly.
Ability to adapt, user friendly, ability to hold alot of documents per account. We used Sales Force in the past and had issues with shared views with representatives covering shared territory. That has not been the case with Sugar
phone application needs help. This is the only issue we have noticed it does't take all the required data so they the reps have to add more via PC
Very Easy to use. It can fill almost every need we need
Can not fill every need for automation. Many items required manual notes be added
What I like most is that we can create reports easier,
Is very difficult to work with the API´s´, at this moment i cant work with them . and IT Sugar support is not helping me. The thing i Dont like if you want to create a Report Type:Summary you cannot add the Text Fields, is not showing in the system, this type field in the version 7.0 it was added but in the new version is not there any more, and I reported this to Sugar Support but they do not do anything, I think is a kind of a bug but they are not doing anything.
I love the simple filtering, quick and comprehensive reporting and the ease of customizing your view.
I would say that only part I don't like is that it's a bear to do mass updates and mass exporting of data.
Customization, ease of use
The reporting is helpful, however not as robust as we wished it could be due to the on demand nature of our instance.
Functionality and API is impressing
UI is slow for 2017. Need to speed up the response time.
Costumização.
The learning curve.
The thing I liked best about the Sugar CRM Community Edition that is free is that our developers could customize it for our company and add great features, something we can't do with the big name CRM solutions.
The thing I like the least about this software is it is very limited in features which makes their competitors a better bargain. Additionally, the functionality can be off. For example, our developers had difficulty incorporating some features into their free CE because of bugs. I have heard from others the paid version is overpriced, not worth it, and there are other better options out there.
It is a little bit more mouse driven than our previous data entry system so we are finding that things take slightly longer to enter with the need to click into different modules and screens. Once we adjust to that, I think it's going to be very well received!
Studio (when it works)
Caching mechanisms
There is a lot of simplicity with using SugarCRM. It was straightforward, and user friendly. The value of the product is pretty good for what you are paying, and it is relatively easy to administer. There are different directions you can go with reporting, for example: tabular, summary and matrix report types. I integrated this CRM with Pardot Marketing Automation software and was not disappointed with the integration, as it worked pretty seamlessly together.
This CRM obviously is more economic than the likes of Salesforce - but you get what you pay for. I found it difficult to manage my duplicate records, and a lot of the bells and whistles that could potentially make your work flow easier are not present. I would consider this a "bare bones" CRM solution.
The file retention, the report capabilities
The 'breaks' in workflow by SugarCRM on 16/03/2017 Hailey,Thanks for your review - I'd love to learn more about which version you are using - as the Sugar 7.x upgrade is focused almost entirely on user experience, look and feel :) Also, has your firm looked into Advanced Workflow? It is far more stable and reliable than the predecessor. Email me at [email protected] with any and all questions anytime!Martin Schneider
We are a Sugar CRM reseller but this review is from my perspective as a user of this fantastic software. Most CRM is the same functionally - manage accounts, contacts, opportunities, etc. But what sets Sugar apart from the rest of them are three fundamental things:
We are using the hosted, On Demand version which limits our access to source modifications (somewhat). We have been able to work around all of these so far. If we get to a point where we need more access to modify the underlying program we can always bring the product in-house and customize to our hearts content. There have been a few minor bugs that we've found - certainly no more than we had in our previous CRM system but Sugar's support team had them resolved - almost immediately!
Good for managing relationships and records of work with clients. Does everything a CRM system needs to do.
It is not the most user friendly system to use and may take some time to fully understand how to use it.
Very easy to use, very easy to migrate data. Adding leads to the system is as easy as 1, 2, 3 and following up is very easy since there are very good notifications that could be sent to your email (which means they could be sent to your smartphone as well, hehe :-)).
Naturally, there's a learning curve and the need to customize the system to show the right data and not an abundance of it.
Both salespeople and management are able to use the information generated to increase sales and look for new opportunities.
Not being a programmer, it can sometimes take a lot of work to tweak the program to specific ideas. Integrating old information that is not in Sugar categories had to be done manually and took a lot of time, but it was worth the effort.
The SugarCRM team was incredibly helpful and supportive during our decision between various CRMs we were testing out, namely Salesforce and SugarCRM. They were flexible, accommodating and had amazing customer service throughout the process, even willing to develop new APIs to integrate with our proprietary billing system 90% of our clients were on. I really enjoyed the visuals of Sugar - as all the bells and whistles were there, but it didn't seem overwhelming (as Salesforce can) and it's geared more towards marking service teams, like my division of the business. I also really find the dashboard visuals to be superior to Salesforce. Overall, the price point was better than Salesforce, too.
Since Sugar is geared towards marketing and sales teams, it wasn't a great fit for the other teams within our organization (i.e. one-time products like printing, etc.). Though workflows are cleaner and more intuitive than Salesforce, there wasn't quite as many bells and whistles (i.e. it was difficult to build in processes that involved external teams that we outsource to).
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!
ability to customize, ease of using "studio", out-of-the-box capabilities, extremely easy to manage/ administer
Certain layouts seem unchangeable, so we work within the constraints of the module
I am using it for more than three years and like almost everything about it. This CRM is very easy to use because of its simple design and easy to use user interface. I like the way SugarCRM provides reports and dashboards which is very easy to understand. SugarCRM provides secruity of data and information and now I can handle the different campaigns, create a different campaign for anyone and even get a complete picture of it very easily.
I would like to highlight one thing that I dislike about it which is its overall cost. A small organization may not afford this CRM but overall it is worth to spend on it.
SugarCRM is one of the best marketing platform which really help small business to grow faster and that's why it is also known as the business market smarter software. The best thing about this software is that it always provide the best customer relationships marketing software. We have been use the SugarCRM software foor the sales and marketing purpose because it has the great ability to customization's. Hence, the users interface is very responsive and the well designed.
The first obvious thing I don't like about this software is that SugarCRM does not have a users-friendly users interface software. The another problem that we faced is that it take a lot of time to setup the everything but the documentations is always great. When we started using this software then we don't find the file manager as so intuitive.
Very easy to customize. We run our entire business using it.
We have had issues with some of the plug-ins. Our current integration to Sage100 accounting is broken. One of the others broke the functionality and took a week to figure out. The annual fees for the plug-ins are also expensive.
Workflows help us get knowledge about our client leads to the appropriate people for action to take place
Kind of a learning curve in order to set up the system and workflows
Sugar Customer Relationship The executives is a product program business endeavor that produces net utility Sugar, a purchaser seeking control contraption. Sugar engages associations to make customers for life with the field's first canny, no-contact purchaser revel in stage.
Some of the time, I can't login to different devices PCs which are downside for me. Otherwise it works excellent.
Makes keeping track of vital customer information easier.
Very challenging to implement.
Sugar had a lot of cool features that I had not seen in other crm's I've used in the past. When they worked, it allowed me to quickly see my month and goals and see what I had in my pipeline still. Also, it was fairly easy to use while driving in the car between appointments and quickly type in a review of what I met with the accounts about.
Quit often the software features that we nice to have were either not accurate or not working. The idea of having it was nice but it was annoying when I had no idea what was correct with my numbers. Also, it took quite a long time to find certain accounts and many of them were duplicated in the system and you must pay close attention to the account number to make sure it was the right one. Also, putting in tasks and calls were done separately so our management team required that we basically put in one contact with an account twice to make sure it was on our calendar and the pipeline.
It's failry simple to navigate and the APP is ok too.
Creating reports seem to be a challenge.
very basic interface makes Sugar easy to use and train colleagues on how to navigate. Uploading documents is easy, tracking changes in accounts or which were viewed are conveniently located at the top. Reporting can be improved but simple boolean phrases work!
Search bar can be a headache - you absolutely have to know the exact account name from first to last name/word or else it won't show up in the results. Integration with other software is not supported either.
Sugar requires a LOT of work to implement and quite a bit of training after the fact. The potential of SugarCRM is limited to the capabilities of the team using it. If the organization is less tech-savvy, you will encounter a lot of pushback as builds can be somewhat counterintuitive until you are comfortable with it. Each iteration of SugarCRM i've seen has a lot of under or non-utilized features just gathering dust. Given the cost I can conceive of better solutions.
A big step up from our legacy CRM (ACT). With the right resources, it was manageable.
We did not allocate the right resources and opted to implement the free community version. We paid for that dearly with disorganization and mistakes. We should have hired a consultant to help us.
Average user interface. However since it is an open source solution ,it is probably very much expected.
Web-based interface that is compatible with modern browsers, well-documented API, good user interface, a large number of integrations, good mobile applications.
API is throttled too low for our ETL requirements, support, and overall experience-dependent upon third-party reseller quality. Customizations generally require programming and will cause continuous support issues as new releases will break customizations.
SugarCRM acts more of a Platform than an application and we have the choice to host the same application on Cloud, on-premise or anywhere
Calendar sync is an issue and Email Client inbuilt in Sugar has sad UI
It was not the simplest thing to connect it to a Dashboard service and also to setup reports, but once you set it up runs pretty smoothly. It might have been an issue with my company's server but it ran incredibly slow when outside company's internet, being very frustrating to use on the go. The Outlook Add-on never worked properly and made my outlook crash all the time, finally removed it.
Honestly, there is not one thing I like about this software and I do CRM implementation/administration.
It is EXTREMELY slow and always times out, it doesn't connect to facebook to import events (it use to,) the email system is extremely antiquated and more that I won't get into on here, everytime you do something it refreshes and send you right back to the beginning instead of where you were, when events or businesses are deleted they still show up all over the place... the list goes on and on.
This isn't for a novice user. I recommend using a consultant or someone to set this up for you and spend the extra money and time on training. Most of our employees are only using small functions of the program and we definitely could be getting more value out of it with better training.
SugarCRM is easy and cheap to self host, very reliable and has nice addons, such as to an FTP client or Outlook, etc. It is easy to make your own add on as well.
The UI is very stale/ old looking although it did have a nice update a few year ago.
Eхсеllеnt dаtаbаsе systеm. Cаn bе соріеd tо оthеr sеrvеrs. Custоm fіеlds. Abіlіty tо lіnk CRM dаtа tо dеаls. Gооd usеr іntеrfасе. Wе usе SugаrCRM аs оur рrіmаry tооl іn trасkіng аррlісаtіоns, dеtеrmіnіng еlіgіbіlіty, аnd mаnаgіng раymеnts fоr сhіldrеn іn рublісly fundеd рrеsсhооl рrоgrаms. Althоugh іt wаs рrіmаrіly dеsіgnеd аs а sаlеs tооl, wе usе іt lеss аs fоr sаlеs (gіvеn thаt wе аrе nоt а sаlеs оrgаnіzаtіоn) аnd mоrе аs а rеlаtіоnshір mаnаgеmеnt аnd ассоuntіng tооl. Wе hаvе а vеry smаll tеаm (10 реорlе tоtаl), but wе аll usе Sugаr оn а dаіly bаsіs.
Rеаlly, rеаlly fіnd іt а hаsslе (аt lеаst rіght nоw) tо synс Sugаr wіth оur mаrkеtіng аutоmаtіоn sоftwаrе. Wе usе а 3rd раrty API аs оur соnnесtоr bеtwееn thе twо systеms but I fіnd glіtсhеs іn іt thаt соnсеrn mе аnd mаkе mе wоndеr іf аll my іnfоrmаtіоn іs bеіng ассurаtеly trаnsmіttеd аnd mаtсhеd uр. Sugаr wаsn't vеry іntuіtіvе whеn I fіrst bеgаn usіng іt. Wе rесеntly hаd а 3rd раrty соmе іn tо rеdеsіgn thе systеm fоr us аnd оnсе іt wаs сustоmіzеd, іt wаs muсh bеttеr. Sеаrсh funсtіоn dоеsn't аlwаys sееm tо wоrk іn thе tор nаv bаr- frustrаtіng whеn I'm tryіng tо fіnd sоmеthіng fаst аnd dоn't wаnt tо gо іntо а mоdulе tо dо іt.
Sugar is SUPER customizable. We've been able to easily make it ours (some via the UI, some "behind the scenes" via scripts). One of the best features are the custom reports. You can do almost SQL-level queries to get the information you want (and if you wish, you can use MySQL as well on the back end.) The ability to build multi-level dropdowns, e.g. to categorize issues, is great too. You can make almost anything you want appear on any screen you wish as well.
The built-in issue tracking part is designed for issues reported by your team - not for issues reported by your customers. We do use it for customer support, and we LOVE being able to see issues customers have had when we pull up their records - but the emails they receive are not well designed, even after considerable work on our part. In addition, we can't provide them with a login to see all their open issues, so they have to ask us.
SugarCRM tries to be what Salesforce has always been. As an open source product you can get a lot of functionality for free, once you manage the administration of the server. Good customisation of the user interface, too.
Even the professional version has many limits in terms of functions and flexibility.
There is a lot of potential here, it is possible to create automated business processes, highly customizable reports, and creates high visibility of sales pipeline.
You really need to be a basic-intermediate level programmer to customize this software in house. Sales rep told us the mobile app would auto log both incoming and outgoing calls. There is no way to auto-log incoming calls and it will only auto-log outgoing calls if you use the app to make the call. In addition the training provided was not comprehensive and going to an outside company to assist with problems, set up or any other technical support is extremely expensive. They give you just enough rope to hang yourself.
Very customizable to your needs. Straightforward, no nonsense UI. Easy to read and find things. Sugar is a perfect entry into CRMs that aren't salesforce, because its useful across all industries and departments. Its simple while being complex. You can create functions and layouts that are very specific to your needs, but without it cluttering and looking like there's a lot of information.
Its not very pretty. Sort of looks like it was made in the early 200s and they just kept the look since. People are always talking about professionalism, and this definitely looks less polished than other CRMs. Because of this, some of the information can blend together and be difficult to find if there are long lists of things you are looking for.
It gave us a one-stop place to store our client information and to track service cases. It offered custom reporting. Tabs are somewhat customizable.
Very difficult to learn how to use. Reports are are very finicky and usually don't show all of the information they should, even when you KNOW the filters are correct.
The user interface is outdated ,obviously since it is open source ; it didn't come as a surprise to me. However ,barring this ; the sales department works effectively with Sugar.
Of course you can't beat free when it comes to software. There are so many open-source applications out there that you can almost always find one that meets your needs in this day and age. SugarCRM has been around a long time and has become a mature CRM with all the basics you'd expect. It even handles customization fairly well. Dashboards are great for tracking the simply stuff and you can build your own as well.
SugarCRM has now split into 2 tracks. There's a paid-for premium version that is typically hosted by SugarCRM. Then there's the Community Edition that's still open-source and free. For years they co-existed side-by-side perfectly fine, but a few years back, SugarCRM decided to stop updating the Community Edition. CE is eternally stuck on version 6.5. And then in April 2018, they've removed it entirely so now you're stuck with the Pro or Enterprise editions which are paid-for.
Extremely difficult to use all available features. Trainers and customer support need more training as well. The software boast tons of features but no one seems to know how to use them all and link them to other software to be most beneficial
The tool is intuitive and very easy to use, there is the option to use the cloud in a private server or use the software tool as a service, it has a variety of modules to carry out the management of clients, such as sales, marketing campaigns, opportunities, potential customers, everything related to meetings and appointments to be carried out by sales executives, among others. It has a module to carry out project management related to opportunities and contributions made. It also has a version for mobile devices that allows you to review information or keep the information of the CRM updated from the comfort of the smart phone and / or tablet. It has the ability to add new fields to the forms by further personalizing the tool, there is a version in which you can by role display a certain form. It has the capacity to extend it by adding new modules
It has a module to record tasks, which can be used for assigning different activities to employees, in this part you may be able to add some type of SLA and in this way to measure the time it takes for users to complete tasks according to the assignment date and the SLAs registered for a specific type of task. Workflows are very basic for the professional version
This software took a bit to learn, but once you learned the logic behind the software, the reporting was very easy to use. There was the ability to store lots of information about a client, more than you could ever possibly need.
The software was pretty rigid; I was never aware of ways to make changes to it. The way that some of the information was organized was sometimes confusing.
Built-in development tool (Studio) and the Advanced Workflow Manager. One can have a functional, useful, robust, effective, CRM running within an hour. Getting started by importing Accounts and Contacts is easy and the software modules allows customization the meet specific business needs.
The Advanced Workflow Manager is still missing a few functions that were available in the "old" Workflow Manager. There is a plan to remove the prior Workflow, but its demise has been delayed until the SugarCRM folks fix the deficiencies.
Extremely configurable, vastly customizable, lots of modules available, large online community, free version.
The only sad part about it is that all the captions used for drop-down lists (Or radio buttons or any multiple choice controls) are stored straight to PHP pages and not in the database (So in MySql you end up having only keys but no trace of the long values). There is some workaround (Nightly job to extract and copy those in a table), but it's a hassle.
Is a very good software at least the on-demand version I use. as a CRM is very good but it also tries to be a help desk and it is not. very reliable and love to extract the raw data to excel and do whatever I want with the data
Much complicated, too much to customize, and configurate, the access levels and roles are not easy to set up. takes times to deploy, and cost per seat, is kinda expensive.
Its going to be difficult to provide any pro's about SugarCRM. I inherited this CRM after coming from multiple companies using salesforce. Sugar is about 40% less expensive than salesforce, and we use the on-premise, but cloud hosted model.
There are a lot of downsides to sugar. We had corruption issues each time we upgraded, dashboards are extremely limited, and you cannot push out dashboards to users. I find it difficult to use from a UI perspective, where expanded panels make the UI sluggish and busy. searching in the global search bar is odd and you never get proper results, results sets only return up to 1000 rows, other than that you need a report which is extremely difficult to use. Forecasting requires the individual to select the commit button, not the sales manager. You cannot set global quota, but rather a quota per month manually.Probably the most non intuitive UI i have ever used. Every new sales person is just bewildered by its use.
Very flexible and easy to edit. Fast response time on queries (I use the OnDemand cloud version). Good support for SugarCRM staff. And there are many integrations and plugins that enhance the experience.
Lot of 3rd party integrations and customizations can "break" as Sugar goes through upgrades. The Word and Outlook Add-ins are a bit awkward and time consuming -- but they do work as advertised. Sometime there is constant re-logging in to make them work.
It's easy to use and I like the functionality and customization ability. Our Sugar instance appears to have been customized for our industry. Adding drop-down menus and removing modules is simple and easy to learn if your not familiar with CRMs in general.
Importing data, even though properly mapped, doesn't always come out the way it should. It also would be nice if accounts would link with sub-panel data during the import phase. I also found pulling reports to be overly complicated, but like the addition of the report wizard.
This software is very flexible. It can be customized to whatever your company needs and the APIs on the back-end make it easy for developers to integrate other programs and reports.
It's a bit clunky sometimes and there are some features that aren't as developed (e.g. email campaigns)
Customizable everything for the most part. Able to do a lot with the data that is in the CRM, via reporting module.
Complex workflows have been a challenge to accommodate within the stock configuration, though we have mostly solved this through customization.
We've had to customize a lot for our accounting business and it gets pricey to make many changes. I have a hard time understanding how to run reports, it seemed much easier to me in Salesforce, but maybe that's because we have a lot of customization.
SugarCRM functioned well for storing prospect and customer information. I was able to load new contacts into the system without much hassle.
We wanted to explore other CRM options it was nearly impossible for me, from a user standpoint, to export all of our information. We were coming up on the end of our trial and stood to lose all of our data and I couldn't figure out how to export it. Difficult to do filters as well. I didn't like the format for leads to accounts to sales. Pipeline is also difficult to follow.
Customizable, good report generation module, integrates well with Microsoft Office programs and QuickBooks
I wish there were more integrations with other software, i.e. Constant Contact. Most major software programs seem to be very focused on SalesForce integrations with everything else an afterthought.
It has very comprehensive help docs and the answer was always available. It offered a lot of customization with little experience in managing CRM.s
It was very very slow when running through Sugar's own servers. We had to pay a 3rd party to host this elsewhere which was lame because we were not managing very many people of leads.
Pretty easy to use, robust mobile app, good reporting.
Some basic functionality is missing, ie, had to write a custom report/fields to be able to see when the last time a contact was contacted (email, meeting or phone).
Sales tools, lead tracking tools, reporting features are second to none
Case management tools are lacking to a high degree, very dated
There does not see be a lot of down time. In other words it is very seldom out of service. The format is good since we can customize it. Customer service is fast, professional and courteous.
We should be able to BOLD or Underline . We need more color options. We need to be able to highlight within our comment section. We cannot cut and paste like we used to be able to do.
Very user friendly and always being offered continued education on the use and benefits of the software.
Sometimes it is overwhelming but that's because there are so many parts and pieces to this software.
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.
Sugar is easily customized and the option to host on-site is not available by a lot of other CRM providers. We are able to synchronize a lot of data from our existing business software easily by directly accessing the SQL database. With the cloud version, we would have had to write code utilizing the CRM API to synchronize everything. Building all of that would have been significantly more expensive for us.
While not a fault of the vendor or product - you do need to be aware the ecosystem supporting SugarCRM is much smaller than the entrenched giants. We've not found this to be an issue - but for someone looking to "go with the crowd," you might want to consider this.