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SugarCRM leader Mondial du CRM, idéal pour les organisations comptant de 50 à 8 000 employés, quel que soit leur secteur d’activité.

En savoir plus sur SugarCRM

Avantages :

That's always a good thing. At first glance, it seemed like it would be easy to use and an inexpensive fix to a client tracking problem in a new division.

Inconvénients :

A bit difficult to install and set but in the end I did it.

SugarCRM - Notes

Note moyenne

Facilité d'utilisation
3,6
Service client
3,7
Fonctionnalités
3,8
Rapport qualité-prix
3,8

Probabilité de recommander le produit

6,8/10

SugarCRM a reçu une note globale de 3,8 étoiles sur 5 d'après 411 avis d'utilisateurs publiés sur Capterra.

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Filtrer les avis (411)

Thomas
Directeur (France)
Immobilier, 11–50 employés
Temps d'utilisation du logiciel : Essai gratuit
Source de l'avis

Solution CRM innovante

3,0 il y a 8 mois

Avantages :

Bonne interface graphiste , avec une offre complète de prestations

Inconvénients :

Installation complexe, supports faibles

Enock
Dessinateur bâtiment (Bénin)
Génie civil, 11–50 employés
Temps d'utilisation du logiciel : Essai gratuit
Source de l'avis

Logiciel de gestion

5,0 il y a 9 mois

Avantages :

Ce logiciel nous permet une bonne gestion des relations avec les clients et le chargement clientèle.

Inconvénients :

Non n'avon pas trouvé d'inconvénient pour ce logiciel c'est recommandable aux utilisateurs.

Micheal
Micheal
Business Owner (Canada)
Utilisateur LinkedIn vérifié
Construction, 11–50 employés
Temps d'utilisation du logiciel : Essai gratuit
Source de l'avis

Alternatives envisagées précédemment :

SugarCRM is the best and will always be the best.

5,0 l’année dernière

Commentaires : Awesome experience, and I would recommend them to others.

Avantages :

I like how easy it is to find the information I am looking for from projects, leads and contacts

Inconvénients :

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.

Johannsen
Johannsen
Senior Consultant (Philippines)
Utilisateur LinkedIn vérifié
Services et technologies de l'information, 11–50 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Alternatives envisagées précédemment :

Perfect for business process automation

4,0 il y a 2 ans

Commentaires : 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.

Avantages :

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.

Inconvénients :

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.

Jon
CRM Admin (É.-U.)
Services financiers, 201–500 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

SugarCRM Enterprise Analysis

2,0 il y a 7 ans

Commentaires : 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.

Avantages :

Studio (when it works) Open source flexibility

Inconvénients :

Caching mechanisms Lack of long term release schedule and small version life cycles Support not owning the initiative of resolving cases

Réponse de l'équipe de SugarCRM

il y a 7 ans

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 mschneider@sugarcrm.com. Sincerely, Martin Schneider Head of Product Evangelism, SugarCRM

Finan
Sales Manager (É.-U.)
Immobilier, 51–200 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

Why SugarCRM Meets Our Needs

5,0 il y a 3 mois

Avantages :

With lead management and marketing automation features, we have all what we need for a marketing solution of its class.

Inconvénients :

SugarCRM has served us religiously and complaints.

Orianne
Orianne
Specialist Marketing (Espagne)
Utilisateur LinkedIn vérifié
Télécommunications, 10 000+ employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

Alternatives envisagées précédemment :

Most powerful and easy-to-use CRM to support all corporate sales and marketing activities

4,0 il y a 2 ans

Commentaires : 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.

Avantages :

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.

Inconvénients :

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.

sanjay
Marketing Specialist (Italie)
Fabrication électrique/électronique, 10 000+ employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

Robust Platform to have wide customer relationship

4,0 l’année dernière

Commentaires : 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.

Avantages :

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.

Inconvénients :

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.

Katie
Social Team Lead (É.-U.)
Marketing et publicité, 501–1 000 employés
Temps d'utilisation du logiciel : 1 à 5 mois
Source de l'avis

Alternatives envisagées précédemment :

The Pros and Cons of Sugar

4,0 il y a 5 ans

Commentaires : Overall, I really enjoyed Sugar and think it would be a great fit (especially for the lower price point!) for marketing and advertising agencies that are looking to build out custom flows. Their customer care team was incredibly helpful and knowledgeable, and I really enjoyed working with them.

Avantages :

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.

Inconvénients :

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).

Eric R
Eric R
Chief Product Officer (É.-U.)
Utilisateur LinkedIn vérifié
Eau/gaz/électricité, 11–50 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

Alternatives envisagées précédemment :

Sugar CRM is inexpensive, functional and quite dated

3,0 il y a 2 ans

Avantages :

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).

Inconvénients :

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.

Hanane
Freelance (Maroc)
Marketing et publicité, Auto-entrepreneur
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

Task management

4,0 il y a 6 mois

Commentaires : A very wonderful experience and still like you

Avantages :

The application is easy to use and provides a range of great services and features for Customer Relationship Management .

Inconvénients :

The difficulty of using this application from a mobile phone

Michele
SysAdmin (Italie)
Assurance, 501–1 000 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

A basic out-of-the-box CRM system

3,0 il y a 7 mois

Commentaires : Overall, SugarCRM is a good tool to manage all your contacts and create marketing campaigns (by email, by text messages, etc.). Import/export tools are quite well developed, whereas other integrations and features are to be paid separately.

Avantages :

SugarCRM is fairly easy to set up on a php+mysql (or other database) server.

Inconvénients :

Support is not always very responsive. Also, the GUI is quite outdated.

Joe
Help Desk Coordinator (É.-U.)
Logiciels, 11–50 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Great For Sales and Leads Tracking, Leaves Much to Be Desired with Support Case Management

4,0 il y a 7 ans

Commentaires : 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.

Avantages :

Sales tools, lead tracking tools, reporting features are second to none Module builder is fantastic and very customizable.

Inconvénients :

Case management tools are lacking to a high degree, very dated

Randy
President (É.-U.)
Produits chimiques, 11–50 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis
Source : SoftwareAdvice

No Support

2,0 il y a 2 ans

Commentaires : We tried to end the agreement after severalyears of no support. After several months of sending emails to a handful of unresponsive people, we decided to send them a few more thousand dollars in hopes that they will delete our data and leave us alone. We don't want to involve lawyers, but that's the next step and ours are aware of the situation.

Avantages :

The CRM was easy to set up on our own. This was fortunate, because Sugar did not support their product. We paid UpCurve Cloud (3rd party design) to implement, but they didn't help because they did not get support from Sugar either.

Inconvénients :

There was a total lack of support from the company. It took them weeks to respond to emails and phone calls and the people we talked to were not able to help with the issues and didn't feel empowered to pass along our concerns or even stop our subscription.

Réponse de l'équipe de SugarCRM

il y a 2 ans

Some good and bad in this review. We are glad that you agree that SugarCRM is easy to implement and thank you for being a customer for these past four years. We are sorry that you had a bad experience with a partner. We do not have any insight into the nature of this dispute in 2018. SugarCRM is committed to supporting our product whether you purchase the product from a partner or directly from us. For access to our award winning customer support team, visit support.sugarcrm.com.

Elisabeth
Director, Member Support and Training (É.-U.)
Utilisateur LinkedIn vérifié
Logiciels, 11–50 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Even the free version is great, with nice custom reporting capabilities.

5,0 il y a 5 ans

Commentaires : 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!

Avantages :

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.

Inconvénients :

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.

Utilisateur vérifié
Utilisateur LinkedIn vérifié
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Sugar was one of my first forays into the world of CRM and covers all the basics

3,0 il y a 6 ans

Commentaires : I learned how to work a CRM. I kept track of all customer records, ranging from revenue and profit and order amount and contact list and order dates and essentially everything related to my job operationally as a purchasing coordinator. Definitely made my life easier.

Avantages :

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.

Inconvénients :

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.

Vince
Director of IT (É.-U.)
Services et technologies de l'information, 201–500 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

SugarCRM Review

3,0 il y a 7 ans

Commentaires : One of the main benefits is having the mobile app that SugarCRM provides this helped to get us data and information at our fingertips when needed. Sugar is reasonably priced, has pretty good user-friendly interfaces and requires just a little training to get used to it. It's more suitable for mid-sized companies.

Avantages :

SugarCRM functioned well for storing prospect and customer information. I was able to load new contacts into the system without much hassle. Our company is able to adjust the system software to fit our specific needs with ease simply by reaching out to the support team.

Inconvénients :

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.

Utilisateur vérifié
Utilisateur LinkedIn vérifié
Marketing et publicité, 201–500 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

Sugar CRM Review

3,0 il y a 5 ans

Commentaires : Sugar seemed like a really awesome CRM with exciting features, but it was very time consuming to make sure everything was in and done correctly that it just became a headache and took focus off of selling.

Avantages :

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.

Inconvénients :

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.

Bud
Principal (É.-U.)
Logistique et chaîne d'approvisionnement, 51–200 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Easy to implement, easy to customize, product support is OUTSTANDING

5,0 il y a 6 ans

Commentaires : Better Customer Satisfaction from effective management of touch points. Sales productivity because they spend less time doing "paperwork" and more time selling. Effective management of RGA process, Special Quotes, Purchasing, mailing literature, tracking sales activity.

Avantages :

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.

Inconvénients :

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.

Alejandro
Technician (Colombie)
Hôpitaux et soins de santé, 51–200 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

It can't keep up

2,0 il y a 7 ans

Commentaires : At start when was used in the company where I work was working relatively fast with quick load times and almost zero crashes, but when the company grow with more employees, new headquarters and more customers and much more data in our database, the software become slow, sluggish and very unstabble. Even when I was testing a new version out of the box of sugar with an empty database in wamp and xamp enviorement , it was very slow and sluggish .

Avantages :

Customization:Have the posibility to create new modules

Inconvénients :

Slow Ugly and ancient UI Hard to use Lack of good support documentation

Réponse de l'équipe de SugarCRM

il y a 7 ans

Alejandro - sorry to hear about your issues - quick question - are you using a paid commercial version or the free Community Edition? You noted an older UI - and Sugar 7.x has the most modern UX on the market so I was curious if you're using an older or open source version and thus the performance and UI complaints. Let me know at mschneider@sugarcrm.com thanks!

Utilisateur vérifié
Utilisateur LinkedIn vérifié
Automobile, 11–50 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis
Source : GetApp

SugarCRM is a usefull CRM tool

4,0 il y a 6 ans

Avantages :

Since the latest updates it became very user friendly compared to previous interfaces, it has several modules you can purchase and also customize to your own needs, given that these are designed correctly. The latest version of the App is really good and saves a lot of time in you are on the road.

Inconvénients :

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.

Deepa
Deepa
Campaign Specialist (Inde)
Utilisateur LinkedIn vérifié
Services et technologies de l'information, 1 001–5 000 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

Make more sales with SugarCRM

4,0 il y a 2 ans

Avantages :

SugarCRM has a good support team, which makes it a reliable system that is easy to use and maintain. The process of adding leads, nurturing them is way easy. We can create segment anytime using the filters.

Inconvénients :

I feel user interface can be improved. The UI look bit outdated. There is again possibility that the user experience could have been improved. The platform might be times when it is bit slow time to time.

Cynthia
Business Analyst/ GCR Social Responsibility Manager (R.-U.)
Conseil en gestion, 10 000+ employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

A good CRM

4,0 il y a 3 ans

Avantages :

SugarCRM is customizable and can be tailored to meet the specific needs of your organization .The way you can store and access customer data is intuitive . It is also easy to pull out the data you need on Excel files and then add it to the program(s) you use for analytics .

Inconvénients :

The interface on mobile is noticeably different than on desktop and the app is overall slow and buggy . You can't log in simultaneously from multiple devices .SugarCRM doesn't integrate with almost any other program and information transfers have to be done manually .

Utilisateur vérifié
Utilisateur LinkedIn vérifié
Services et technologies de l'information, 51–200 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

The new Sugar can go head to head and surpass the greats

5,0 il y a 4 ans

Commentaires : As a marketer, I use Sugar to track how our leads and contacts interact with our marketing content, as we've integrated the CRM with Sugar Market, our marketing automation software.

Avantages :

Customization - pretty much anything you want to achieve with CRM can be done with Sugar, regardless of company size or industry. Integrations - Sugar can be connected to a vast library of software with out-of-the-box and partner-built integrations.

Inconvénients :

The admin panel can be improved from a UI/UX point of view. It's one of the areas where Sugar hasn't been updated in a while.

Utilisateur vérifié
Utilisateur LinkedIn vérifié
Logiciels, 11–50 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

CRM for contact and deal management: Needs more feature

3,0 il y a 2 ans

Commentaires : It was good contact and deal management tool. All the sales and marketing-related engagements were updated and it was acting as a source of truth to the whole team. Deal values and projection can be seen from the sales pipeline

Avantages :

UI looks simple and training new users was easy. It is a great tool for contact and deal management with amazing filter options. Native integration to mail and document sharing software is good. Logic builder is one of the good features of Sugar. Resources are extremely useful and detailed explanations for each and every feature are provided there.

Inconvénients :

Slow speed (in Inspite of fast internet) Hanging problems Do not have readily available APIs for 3rd party integrations