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SugarCRM
¿Qué es SugarCRM?
SugarCRM es una solución integral de Gestión de Relaciones con el Cliente (Customer Relationship Management, o CRM, por sus siglas en inglés). Integra a la perfección sus equipos de ventas, marketing y servicio al cliente, impulsando una mayor productividad y estimulando el aumento de las ventas.
SugarCRM tiene más de 2 millones de usuarios en 120 países. Entre nuestros clientes se incluyen desde nuevas empresas (start-ups) y empresas medianas hasta empresas de gran tamaño y abarcan a todos los sectores. En Europa, nuestros clientes incluyen a Rightmove, Mazars, Sennheiser y Deutsche Telefon.
¿Quién usa SugarCRM?
SugarCRM es una oferta de aplicación y plataforma de CRM horizontal dirigida a clientes que buscan soluciones muy fáciles de usar y que faciliten la gestión de incluso los procesos de cliente de extremo a extremo más complejos.
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SugarCRM
Opinones de SugarCRM
Buen producto pero con cosas a mejorar
Puntos a favor:
Lo mejor de SugarCRM es que siempre proporciona el mejor software de marketing de relaciones con los clientes. Los informes y paneles son fáciles de entender. Genera seguridad en el manejo de datos. Puedes manejar distintas campañas, crear campañas diferentes para cada persona y obtener una imagen general de la campaña. El equipo de Sugar nos ayudó mucho durante el proceso de decisión, implementación y personalización del software, aunque es un poco tedioso implementar ciertos desarrollos y tiene limitaciones (cosas que no se pueden hacer o desarrollos demasiado largos).
Contras:
La interfaz de usuario se podría mejorar, se ha quedado un poco anticuado y no es muy intuitiva. El mayor problema de estas herramientas siempre es que el precio es un poco elevado, por lo que empresas pequeñas tendrán dificultades para poder permitírselo, no obstante, creo que merece la pena invertir en una herramienta como esta. Está muy orientado a marketing y ventas. La customización es un poco complicada.
Difícil integración con otras herramientas
Puntos a favor:
Una herramienta de trabajo muy sencilla e intuitiva, visualmente se pueden ver muchos detalles de clientes y acceder a ellos en un solo click
Contras:
Tiene una integración muy difícil con otras herramientas, muy difícil añadir automatismos y en cierto puntos se bloquea el sistema por saturación
Buen CRM pero ineficiente en proesos de manufactura
Comentarios: En manufactura no lo recomiendo pero si en un empresa de servicios
Puntos a favor:
Es muy bueno en temas comerciales y relacionados al servicio al cliente
Contras:
Es una mala herramienta para medir procesos internos de manufactura, ya que solo tiene mediciones muy basica, que terminas haciendo manual las otras
Bastante escaso
Comentarios: como crm si la gestión de clientes es baja y no pides mucha fluidez puede bastarte
Puntos a favor:
Bastante básico y fácil de usar aunque se queda un poco corto
Contras:
Lo hemos usado un par de años en la empresa y la verdad que se queda ya corto a nivel de otros sofwares, bastante lento y con poca posibilidad de automatismos
Sugar CRM
Puntos a favor:
Es un CRM que puede ser útil si tienes procesos simples en tu empresa y quieres automatizarla un poco utilizando un CRM.
Contras:
No veo que sea una herramienta muy potente para medianas y grandes empresas. Al final te tocará optar por otras herramientas más potentes en el mercado.

Alternativas consideradas:
SugarCRM is the best and will always be the best.
Comentarios: Awesome experience, and I would recommend them to others.
Puntos a favor:
I like how easy it is to find the information I am looking for from projects, leads and contacts
Contras:
The cost would be the least I like about the software, but it is still a very good price, not the worst and it could always be a bit cheaper.
Robust Platform to have wide customer relationship
Comentarios: SugarCRM is a robust and feature-rich platform that can help businesses of all sizes improve their customer relationships and streamline their operations. It has a large and active user community, with regular updates and new features being added to the platform to ensure that it remains relevant and competitive in the market.
Puntos a favor:
SugarCRM's lead management capabilities can also help to streamline sales processes. By providing a platform for managing leads, assigning them to sales reps, and tracking their progress through the sales pipeline, SugarCRM enables sales teams to work more efficiently and effectively. This can help to reduce duplication of effort, improve collaboration between different teams, and ultimately drive higher revenues and profits.
Contras:
SugarCRM's contact management capabilities also provide powerful analytics and reporting tools that can help businesses to gain deeper insights into their customer interactions. By leveraging this data, businesses can identify trends and patterns in customer behavior, adjust their marketing and sales strategies, and ultimately achieve better results. This is a least like about my softwares where i can get the same feature in the other platform like salesforce.
SugarCRM - Look elsewhere for small business
Comentarios: We don't need SugarCRM.
Puntos a favor:
I like cloud based updates, but that's all I like.
Contras:
Constant planned increases in price without keeping pace with new functionality. Forced to purchase through constantly changing reseller network. Having to pay for integration with Quickbooks. This is a dinosaur trying to avoid the tarpit.

Alternativas consideradas:
Perfect for business process automation
Comentarios: Overall, I would recommend SugarCRM to businesses that are looking for a CRM solution that can automate their processes and provide customization options. While there may be some upfront costs and a learning curve involved, the benefits of using SugarCRM are likely to outweigh these considerations in the long run.
Puntos a favor:
Automation capabilities: SugarCRM has a range of automation features that can help businesses streamline their processes and save time. For example, it can automatically assign tasks and follow-up actions to team members, send personalized emails and alerts, and track and report on progress.Customization options: SugarCRM allows users to tailor the platform to their specific needs and processes. This is great for businesses that have unique workflow requirements or want to integrate the CRM with their existing systems.Scalability: SugarCRM can accommodate businesses of all sizes, from small startups to large enterprises. It offers a variety of pricing plans and can be customized to meet the needs of different teams and departments.Integration with other tools: SugarCRM can be integrated with a wide range of tools, including email, calendars, and social media. This makes it easy for businesses to track and manage customer interactions across multiple channels.
Contras:
Cost: SugarCRM can be on the pricier side, especially for smaller businesses or those with limited budgets. However, it's worth considering the long-term benefits of automating business processes and the ROI that the platform can provide.Learning curve: While SugarCRM is generally easy to use, it does have a bit of a learning curve. It may take some time for users to get comfortable with all of the features and functions of the platform.

Alternativas consideradas:
Most powerful and easy-to-use CRM to support all corporate sales and marketing activities
Comentarios: With SugarCRM, I keep track of new campaigns (account management), I am regularly reminded that I have performance discussions with my customers and I can switch to the corresponding customer account to find all the important data and get in touch with the customer. In addition, thanks to the ticket system, I do not forget to work on important tasks for my customers and other projects. In addition, I can optimally and smoothly inform my teammates about changes utilizing comments and notes in the customer accounts. All in all, I can only say that it is a super complete CRM solution.
Puntos a favor:
What I like most are the synergy effects of the use of the tool by our large sales teams spread over several locations (in Spain and abroad) and our various marketing teams. We combine all customer contact points in an extremely flexible way across all departments. This simplifies our internal communication and knowledge exchange among ourselves, as well as communication with customers. The interface can be used very intuitively for an extensive CRM system thanks to its focus on a single clear navigation bar. In addition, the tool can be linked very flexibly with other systems via APIs, such as SAP, various campaign management tools, and much more.
Contras:
It isn't easy to become familiar with all the relevant interface features in a short time to take full advantage of these synergies. Here, you must explore using patience and occasionally, trial and error. However, you will certainly behave similarly to other enterprise-level CRM solutions.
Alternativas consideradas:
Lots of bugs, terrible customer support. Spend a little more for something that works.
Comentarios: You get what you pay for. It's an average platform with some significant drawbacks that aren't realized until you've signed on the line and are trying to onboard it. We use Sage as our base platform and had intended to use Sugar to allow our teams to work in one system and have it communicate with Sage. In theory, this saves us time, entering data in one window instead of multiple tabs in Sage. However, in many instances, Sugar cannot write to Sage. That's a one-way street, so many tasks still require manual entry in Sage. It's also very clunky. The data refreshes/synchs very slowly, so you're rarely looking at real-time data. It will refresh and reload pages while you're actively working in them, deleting your progress and forcing you to start the process over. Creating dashboards and reports requires the user to be literate in tech talk and computer logic. Trying to navigate the back end to find the data you're looking for takes ages. I haven't even tried playing with the workflow builder because I can't find the time to teach myself how to build a report or dashboard, much less anything more complex. We have identified numerous shortcomings, but when we contact Sugar Support, they tell us it's a bug they're working on with no timetable for a solution. Apparently, there are a LOT of bugs.
Puntos a favor:
The system is easy to use in theory. The UI is decent and processes are intuitive. The price point is attractive since the company boasts that it parallells other higher-priced options in features and functionality. The onboarding was fairly simple and adjusting to the system was not difficult.
Contras:
Customer service is abysmal. Our original contract included six limited use licenses designed to let our leadership team review content across all areas of the system (able to view all, but not edit certain elements). However, they did not work as promised and we ultimately had to purchase the more expensive licenses to allow our team access. When we made the purchase, the team at Sugar deactviated all other licenses on our account, despite the fact that we were only half way through our annual contract, which we'd already paid for. I tried calling their domestic customer support line and got voicemail. I eventually reached technical support via email, who had to relay my request to another department. Our business was effectively offline for half a day while this was sorted out and our access was restored. Two weeks later, I received an EMAIL from our Customer Success rep. She apologized for her late response and asked me to outline the issue. I did so and requested a call to discuss the incident. I never received another follow-up email, much less a phone call. Between bugs with the licenses, bugs with the search/filter, email issues, and zero customer support, I cannot understate how disappointed I am in this purchase and this company as a whole.
Alternativas consideradas:
Indeed a great CRM with effective results
Comentarios: Overall my experience with this CRM is great. I am using it daily and I can say that my daily work is incomplete without it. It is so simple to use and provides amazing results for reports and dashboards, their customer's support team is very responsive.
Puntos a favor:
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.
Contras:
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.

Alternativas consideradas:
Sugar CRM is inexpensive, functional and quite dated
Puntos a favor:
Sugar CRM is a functional CRM that works reasonably well for tech-minded folks who don't mind getting used to its unappealing interface. It has the basic tools and functionality one would expect from a CRM and some of the integrations are solid (for data imports primarily).
Contras:
The interface feels old and doesn't give the user much power to reconfigure it to work in a way that will help the user's specific needs. The marketing automation integrations are clunky, too.
Alternativas consideradas:
Ok application, better, cheaper alternatives exist
Comentarios: It is an OK application, Sugar has stood still in time and, when you consider the app out of the box, its pretty much standard. Sugar has divided its stack into various products for marketing, for sales, for support only making it a very expensive when you consider other options in the market
Puntos a favor:
Very stable, solid easy to use, administer Easy to implement and deploy Reporting is good and allows fro complex reports to be built
Contras:
It has not changed in a looong time (perhaps years?) For the functionality, it is expensive - better options exist Marketing is poor (unless you go for Sugar marketing apps which are expen$ive!)
Alternativas consideradas:
Great, customizable CRM
Puntos a favor:
Easy setup. Cloud-hosted environment means low maintenance. Easy for small teams to customize without requiring developers.
Contras:
Cloud hosting means no direct DB access, or config changes, instead relying on UI tools to customize and export. Nothing crazy though.
An effective software to keep a great relationship with your custormers and clients
Comentarios: Sugar CRM has been a great software for my business. Ever since I started using it, I have been able to manage and sort out organization structures easily. The way I deliver customer service and manage a relationship with them has changed for the better.
Puntos a favor:
Sugar CRM as a software is great because it comes with a customizable home page since it is an open source platform. Features such as the new user wizard tool, shortcut bar and downloadable plugins are just ingenious. I like how the software comes in a diverse range of languages which number 9 in total. Sugar CRM provides data and information security meaning I am assured of protection from internal and external corruption which might have dire consequences. The software can be intergrated with other software such as Zendesk, Happy fox or Pardot just to mention a few. Sugar CRM is a very good marketing platform which has aided my small business to grow exponentially. With the software, I am able to keep track of client data and track deals with ease. With the lead management feature, I am able to generate potential business clientele, acquire and manage potential clients up untill the point where a deal can be closed.
Contras:
From my time using the software I have found the software to be very slow when running through Sugar's own servers. The sheer number of options present on the dashboard can be perplexing, especially for users who might not have much expirience in CRM data models. Lastly, over the years the software has become a bit dated and this has forced me to move to other CRM software such as HubSpot.
SugarCRM Enterprise Analysis
Comentarios:
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.
Puntos a favor:
Studio (when it works) Open source flexibility
Contras:
Caching mechanisms Lack of long term release schedule and small version life cycles Support not owning the initiative of resolving cases
Respuesta de SugarCRM
hace 8 años
John, First off, thanks for being a long time Sugar user. Kasasa's use case is very in-depth and a model of what our flexible platform can achieve. Regarding the server-side email - have you looked at Riva? https://sugarexchange.sugarcrm.com/apps/21848#!overview Also, I know we are working on server-side versions of the Outlook plugin, but release date is TBD. Thanks again for your honest and thorough review - we always strive to make the product the best we can and provide the level of service you expect. Email me at any time to discuss further at [email protected]. Sincerely, Martin Schneider Head of Product Evangelism, SugarCRM
Great For Sales and Leads Tracking, Leaves Much to Be Desired with Support Case Management
Comentarios: 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.
Puntos a favor:
Sales tools, lead tracking tools, reporting features are second to none Module builder is fantastic and very customizable.
Contras:
Case management tools are lacking to a high degree, very dated
SugarCRM Review - Walz Scale
Comentarios:
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!
Puntos a favor:
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...
Contras:
Design is little clunky. Think with some improvements, it might be easier to convert leads, update opportunities. Need less clicks!
Alternativas consideradas:
Don't settle for SugarCRM
Puntos a favor:
SugarCRM was fairly easy to get base-level reporting created, and without any training.
Contras:
The mobile aspect is quite lacking... not good for a leader/manager who wants to check detailed data on the go or away from the office. We had a full-time SugarCRM admin onsite, and even he had trouble creating the level of detail we needed. Our requests weren't unique, we learned, when another software CRM was able to immediately handle them right out of the box.
Review of SugarCRM
Comentarios: Databases are complete and it definitely solved some issues with sales pipeline tracking. The software is extremely expensive to customize using certified Sugar partners, it's not intuitive enough to customize in-house. The system does not do everything that was advertised to us
Puntos a favor:
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.
Contras:
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.
Even the free version is great, with nice custom reporting capabilities.
Comentarios: Sugar allowed us to consolidate a few disparate software tools into one - now any one at our organization can login and see all there is to know about any of our customers!
Puntos a favor:
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.
Contras:
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.
Bargain paid open source CRM with lots of power
Comentarios: 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.
Puntos a favor:
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.
Contras:
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 opensource and I love it.
Puntos a favor:
SugarCRM is opensource this gives myself and the technical department in my organization the freedom to develop on this platfrom , without being hindered by technology ,programming language or a restricted API. Sugar effectively manages every communication we have with sales leads and customers. Over the years ,we have been able to tweak Sugar to work with our internal sales process , thus everyone in the sales and marketing department is glad to work with our in-house improved CRM - Sugar.
Contras:
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.

Too many functionalities
Comentarios: It's a really complete tool for CRM management, it's clear on what are the basics, but to get more benefits on the added value the propose you need to deep dive into the different layers of the software. Overall is very easy to use.
Puntos a favor:
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.
Contras:
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.