Poor Overall Complex Product.
December 18, 2024

Poor Overall Complex Product.

Anonymous | TrustRadius Reviewer
Score 2 out of 10
Vetted Review
Verified User

Software Version

Sugar Enterprise

Overall Satisfaction with Sugar Sell (SugarCRM)

Sugar CRM was used as an automated CRM platform to communicate with a marketable base, and automations were used for customer journeys to segment journeys down different paths.

Pros

  • Automations
  • Schedules
  • CRM Tools.

Cons

  • Backend
  • Database
  • 3rd party involvement.
  • Documentation
  • Support
  • Sugar CRM helped to grow the marketable bases by over 50%.
  • SugarCRM has poor consent management options other than adding lots of additional custom columns.
  • SugarCRM required a lot of knowledge and training on the product, and only a handful of people used the actual product.
The platform is far too complex for what it needs to be, and often, Marketing users would require Data Engineers or Software Engineers to support the product for the more complicated tasks, which were usually time-consuming, and poor documentation meant typically having to involve a 3rd party company at a high cost.
SugarCRM does not stack up well against Bloomreach; we moved away from SugarCRM to Bloomreach, which was much more suited and easily integrated into many different platforms. Bloomreach has a much nicer user interface for debugging and simpler screens for less technical audiences to utilize 3rd. Party support is rarely required, and lots of easy-to-understand documentation is available.

Do you think Sugar Sell (SugarCRM) delivers good value for the price?

No

Are you happy with Sugar Sell (SugarCRM)'s feature set?

No

Did Sugar Sell (SugarCRM) live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Sugar Sell (SugarCRM) go as expected?

I wasn't involved with the implementation phase

Would you buy Sugar Sell (SugarCRM) again?

No

Sugar CRM is a good tool, but it's complex to customize. It often requires expensive 3rd partners to implement more complex scenarios that SugarCRM struggles to support; coming back with explanations was usually time-consuming and unsupported. The back end is overly complex in terms of what it needs to be, with many redundant database tables and columns.

Sugar Sell (SugarCRM) Feature Ratings

4.8
Customer data management / contact management
5
Workflow management
6
Territory management
6
Opportunity management
7
Integration with email client (e.g., Outlook or Gmail)
7
Contract management
3
Quote & order management
4
Interaction tracking
3
Channel / partner relationship management
2
2.3
Case management
3
Call center management
2
Help desk management
2
5.5
Lead management
6
Email marketing
5
3.0
Task management
4
Billing and invoicing management
3
Reporting
2
3.3
Forecasting
3
Pipeline visualization
2
Customizable reports
5
5.5
Custom fields
6
Custom objects
5
Scripting environment
6
API for custom integration
5
5.5
Role-based user permissions
6
Single sign-on capability
5
3.0
Social data
3
Social engagement
3
4.5
Marketing automation
5
Compensation management
4
4.0
Mobile access
4

Comments

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