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Customizable software for tracking relationships, but mediocre support
What do you like best about the product?
Sugar's customizability is a real asset to our business, because we are able to modify our approach (both macro and micro) to sales without being inhibited by the inability of our CRM system to keep up. In that same vein, the levels of reporting in Sugar gives us the ability to see our sales funnel from many different angles.
What do you dislike about the product?
Sugar's direct customer support has been frustratingly subpar. One of the benefits of Sugar is that it has lower price points, but at those lower price points, support is lacking, and the software is stripped of some of its most powerful features (Advanced Workflows in particular). This doubles down on the issue by making accomplishing certain tasks much harder, as well as removing the easy support help to execute it. Sugar also has both a cloud option and an on-premise implementation option, but the on-premise option receives far fewer feature updates than the cloud option, while still costing the same.
The lack of direct linking with Outlook is a struggle for our salespeople. The plugin is good in theory, but in reality has enough quirks (can't choose accounts, very sensitive and creates duplications easily, etc.) that we haven't been able to implement it in a sufficiently hassle-free manner to justify using it, and having Sugar disassociated with Outlook is a struggle.
The lack of direct linking with Outlook is a struggle for our salespeople. The plugin is good in theory, but in reality has enough quirks (can't choose accounts, very sensitive and creates duplications easily, etc.) that we haven't been able to implement it in a sufficiently hassle-free manner to justify using it, and having Sugar disassociated with Outlook is a struggle.
What problems is the product solving and how is that benefiting you?
We're able to track and report on our sales opportunities with great precision and accuracy, which has allowed us to begin to accurately forecast our upcoming sales. Because of that, we're able to grow in the direction that we want to, giving each opportunity the exact amount of attention it warrants, without ever losing sight of the forest for the trees.
Recommendations to others considering the product:
Sugar's lower price point is nice, but if you're looking for any sort of complex use cases, you'll be spending either substantial time or money outside of that to figure out implementation. Sugar has a lower feature set built in natively.
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SugarCRM review
What do you like best about the product?
flexibility,
open source,
easy to use.
Unlimited custom field
easy to modify
easy to import
easy to export
mySQL is industry standard
can add module easily
the database structure is easy to understand
open source,
easy to use.
Unlimited custom field
easy to modify
easy to import
easy to export
mySQL is industry standard
can add module easily
the database structure is easy to understand
What do you dislike about the product?
user interface need to be more flexible
lots of whitespace
API or WebServices is still need to be improve
Very rigid webservices
lots of whitespace
API or WebServices is still need to be improve
Very rigid webservices
What problems is the product solving and how is that benefiting you?
storing customers data
and using it to improve our customers relationship
and using it to improve our customers relationship
Recommendations to others considering the product:
for the midsize to large size organization, SugarCRM is the right CRM solution
Not Intuitive for new CRM users & Admin
What do you like best about the product?
The ability to export data directly from a module, but you could only export 1000 at a time.
What do you dislike about the product?
Importing data was very difficult. I don't like how a lead converted to a contact, account, and opportunity remained as a separate object instead of funneling relevant information like notes into the contact directly. Reports are not powerful. A large portion of my help desk requests resulted in needing a 3rd party partner for customization or ended up on a feature enhancement list.
What problems is the product solving and how is that benefiting you?
It was a fine CRM system for us at the beginning but there aren't many native integrations with other tools like marketing automation or lead prospecting. So as we grow, we need more functionality that doesn't require 3rd party customization partners.
Recommendations to others considering the product:
It is great for a low budget CRM but it isn't easy to use for non technical people.
Great product if you pick the right partner
What do you like best about the product?
We have been able to use SugarCRMs great customizability in order to adapt it to the specific needs of our industry. It also allows us to use many useful plug-ins to interface with other products.
What do you dislike about the product?
Difficulty of custom coding and choosing third party partners
What problems is the product solving and how is that benefiting you?
Allows us to track students through the entire lifecycle from lead to graduation.
Recommendations to others considering the product:
Take care in choosing your partners, particularly if they will be doing custom dev work for you.
SugarCRM from admin view
What do you like best about the product?
You can self host it, but other than that I've seen more impressive tools out there. Cost wise is pretty fair.
What do you dislike about the product?
It just feels clunky, slow, makes you jump hoops to get things accomplished. Integrations are typically not really useful which is key to success.
What problems is the product solving and how is that benefiting you?
We try to solve a problem of one record for our customers. In general this is accomplished, but I think any CRM would do this. Im now struggling on getting nicer automations, automated clean emails, tracking on this etc...without integrating with many other tools
Recommendations to others considering the product:
Make sure you check out the competitors and really evaluate WHY you need a CRM tool. There are others out there around the same price that will accomplish just as much if not more.
Good Tool for managing project items
What do you like best about the product?
Ability to customize dashlets and dashboard content for my specific needs of the job.
What do you dislike about the product?
The customization of columns does not save - very irritating that the 'canned' layouts are not what I like but each time I apply my query I have to first modify my column layout and size - they are not resizable in view mode.
What problems is the product solving and how is that benefiting you?
Not solving problems (my personal duty) - we use it company wide for trouble tickets (Technical Support) as well as Project Management (Implementation) and Training. It's nice to report on statuses and assignments easily through resolution.
Recommendations to others considering the product:
Design it well since customizations are billed extra after you implement or buy it as in-house server-based so you control the design w/o extra charge.
UI is not as bubbly, but has everything I need.
What do you like best about the product?
The document upload capability and identifying/ladeling the documents that are uploaded.
What do you dislike about the product?
There is no chat feature. There's also not a way to assign tasks to several individual users at once.
What problems is the product solving and how is that benefiting you?
Client database
Review of SugarCRM -- ITHAKA Harbors
What do you like best about the product?
The ability to build and expand the capabilities and features of SugarCRM. Do not need to rely on the out-of-box features given. We can customize the processes, workflows and visibility based on our sales team's requests to help them track their opportunities and tracking of sales goals. It is an awesome tool to have in tracking and maintaining records.
What do you dislike about the product?
I would not say that I dislike but not comfortable nor happy with the new workflow management (aka Process Author). It is not as "smooth" as to using the original workflow app -- Workflow Management. In version 7.8, Process Author was introduced and Workflow Management has gone away.
There are good items versus not so good items:
Good Items:
1. The ability to create workflow diagram that will assist in the work process.
2. To incorporate other parts of the workflow management into the diagram, such as Definition process, Email Templates and Business Rules.
Not So Good Items:
1. In the Business Rules, it is not flexible in the operator tools. Cannot use operator such as "like, include or exclude". Everything is not definite, there must be room for adjustment in its value.
2. In the Business Rules, not all fields are available to be used while setting up criteria. I am not sure if it focuses on the default fields given and some of the customized field but it does not give you any choice in using fields if it is customized in your criteria.
I know that it is a new feature and they are working out the "kinks". I have faith that it will become a very strong feature in Sugar CRM once it is working properly. Looking forward to that.
There are good items versus not so good items:
Good Items:
1. The ability to create workflow diagram that will assist in the work process.
2. To incorporate other parts of the workflow management into the diagram, such as Definition process, Email Templates and Business Rules.
Not So Good Items:
1. In the Business Rules, it is not flexible in the operator tools. Cannot use operator such as "like, include or exclude". Everything is not definite, there must be room for adjustment in its value.
2. In the Business Rules, not all fields are available to be used while setting up criteria. I am not sure if it focuses on the default fields given and some of the customized field but it does not give you any choice in using fields if it is customized in your criteria.
I know that it is a new feature and they are working out the "kinks". I have faith that it will become a very strong feature in Sugar CRM once it is working properly. Looking forward to that.
What problems is the product solving and how is that benefiting you?
As mentioned above, the Process Author (new Workflow Management). I think it will be a great feature but they need to work out some of the issues that it contain right now.
Recommendations to others considering the product:
It is a good application to use for CRM. Managing and tracking of records within this app is great and you will love it. This application works well with other application that can be integrated such as Riva for email integration.
Tuesdays for Techies
What do you like best about the product?
I the PDP section best to see my sales pipelines and what accounts are up for renewal as well what clients I have on trial.
What do you dislike about the product?
I dislike that you are not able to delete duplicate accounts
What problems is the product solving and how is that benefiting you?
The business problem I am solving is trying to figure out how much profit is in my sales pipeline. The ability to see how much business I've booked per quarter and YTD.
Recommendations to others considering the product:
It's an easy to use platform that really showcases your current accounts, contacts, and book of business in a simplified format.
SugarCRM - a stable platform
What do you like best about the product?
You can customize any module, giving you the ability to make the data show any way you want it to.
What do you dislike about the product?
Would like to be able to turn off the HTML rewrite on the email templates so I can use styles that won't get stripped out of the code. And also to use emoticons in the subject field.
What problems is the product solving and how is that benefiting you?
Sales Team cohesion and customer tracking is awesome.
Recommendations to others considering the product:
Very customizable. Easy to use.
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