SugarCRM is a customer relationship management (CRM) software for businesses of all sizes. Positioning itself as a competitor to market-leading vendors such as Salesforce, Microsoft Dynamics, and Oracle, SugarCRM claims to offer a better customer experience. The system is designed to open communication and collaboration between marketing, sales, and customer experience teams within an organization, and offers features such as access to SugarCRM’s contact database, customer journey overviews, G Suite sync, workflow automation, and more.
Sales teams use SugarCRM to identify and track leads, stay organized, increase productivity, and maintain a consistent brand experience across marketing, sales, and customer experience interactions. Claiming to offer the best customer experience out of all the biggest players in the CRM market, SugarCRM offers community support, phone support, and email and chat support. SugarCRM has customers from around the world, including Sennheiser, Tyson Foods, and Audio Visual Design Group.
Pros of SugarCRM
SugarCRM really shines in the way it shares and organizes data. If your sales team is migrating to SugarCRM from another system, you can easily migrate data to SugarCRM through its API. Additionally, the software supports a wide variety of integrations, making it easy to also share data from SugarCRM with other business software applications.
Once data lives in the system, it stays organized. This is particularly valuable for large businesses and enterprises that maintain large datasets, as data is useless if it’s not readily accessible. SugarCRM offers an intuitive and comprehensive user interface (UI) that makes finding important information easy. The system also links relevant data points together, providing users with valuable context.
Cons of SugarCRM
Many enterprise CRM users complain about slow load times and clunky navigation. While SugarCRM isn’t the slowest enterprise CRM on the market by any means, navigation within the system can prove cumbersome. This is especially true when moving back and forth between pages and when using the system’s calendar feature. SugarCRM makes regular updates to the calendar, but many users still find it difficult to navigate and read. SugarCRM does offer easy integration with third-party software, so some users prefer to integrate the CRM with Google Calendar, Outlook, or another calendar application.
Breakdown of core features
While SugarCRM does offer some unique features that set it apart from other vendors, it’s important to have a firm understanding of how SugarCRM performs on core features common to all CRM solutions.
Managing leads and contacts in SugarCRM
Contact management is one of the best features SugarCRM offers. While every CRM solution on the market offers this feature, users praise SugarCRM for making contact management easy and fast. Manual contact information entry is widely considered drudgery and can even be frustrating if a contact doesn’t provide the information necessary for lead follow-up. SugarCRM eases this pain point through Hint, an embedded tool that pulls information on contacts found in SugarCRM’s own contact database in addition to scraping popular social media sites such as Facebook, Twitter, and LinkedIn.
Email in SugarCRM
The email feature in SugarCRM is par for the course compared to how most CRM solutions handle email. Users can connect their email account to SugarCRM to send emails without having to leave the system. Look for tools such as send later, open alerts, reply tracking, and automated follow-ups. SugarCRM also offers simple email analytics, email templates, and reminders to follow up after a set period if you don’t receive a response.
Workflow automation in SugarCRM
Workflow automation in SugarCRM lets users create custom processes that are activated by certain triggers. Salespeople frequently use workflow automation to send new leads a welcome email or to send a promotion, piece of content, or a simple cadence. These triggers can be configured based on a lead’s country and state (if in the US), opt-in point of origin, and any actions the person takes within an email, such as clicking a link.
(Last updated on 11/25/2019 by Forrest Brown)