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SugarCRM Review

starting price $40
our score 89%
free trial
  1. What is SugarCRM
  2. Product Quality Score
  3. Main Features
  4. List of Benefits
  5. Technical Specifications
  6. Available Integrations
  7. Customer Support
  8. Pricing Plans
  9. Other Popular Software Reviews

What is SugarCRM ?

SugarCRM is one of the best customer management systems on the market, working with than 50,000 businesses in providing precise account management for tasks related to sales. As seen on the company’s records, the SugarCRM app has been downloaded and tried for more than 7 million times, as it is available in 9 different languages. Many customers praise the app’s customizability, particularly its ability to create unique customer relationships, spread brand awareness, and deliver high-quality customer service. SugarCRM’s customizability comes from the app being an open-source platform, allowing users to manage and sort out organization structures easily even at first glance. SugarCRM aims to assist medium to large enterprises, which also needs a specialized team to grow it further on the right path. SugarCRM’s available communication channels are immense which is definitely advantageous for its users. The developers have aimed to solve a business’ need to communicate with customers in different ways, hence providing them with empowered phone calls, emails and personalized messages, social networks, and even one-to-one meetings. Looking from a company’s perspective, this multi-faceted process provides professionalism and tracks opportunities to boost company influence. All of SugarCRM’s processes happen on an easy-to-learn navigation system which can be incredibly familiar for users who’ve used the app’s free version. Like most CRM systems, the user is brought from the basics as they can see the options laid out in neat categories such as Accounts, Contacts, Calendar, Leads, Reports, Campaigns, Documents, Quotes, Emails, Calls, and Meetings menus. Each category comes with search filters and subsection for faster traversal in the app. The app also has the “+” button, which can be used for further customization of the app as it can add new captures, meetings, leads and even new sections for the user’s ease.

Product Quality Score

Ease of use
Customer support
Value for money

SugarCRM features

Main features of SugarCRM are:

  • Support automaton
  • Sales automation and forecasting
  • Reporting and dashboard
  • Marketing lead management
  • SugarCRM mobile
  • Call center automation
  • Sugar Exchange
  • Cloud or on-premise deployment
  • MySQL and SQL Server-On site
  • Unlimited Studio Customization
  • Unlimited Online Support
  • Product-level quotes
  • Advanced workflow
  • SQL-Based reporting access
  • Role-based views
  • Centralized Storage
  • Oracle support
  • DB2-Onsite Support
  • Third-party integrations

SugarCRM Benefits


The main benefits of SugarCRM are it streamlines your help desk process, helps you launch campaigns faster, gives you full-team engagement, supports mobile apps, generates intelligent reporting, provides an in-built support hub, and it integrates with plenty of other SugarCRM-based apps. Here are the details of its benefits:

Full-team engagement

While amassing all support tasks to helpdesk agents is a sensible way to save money, it is the biggest talent and energy-wasting system that the CRM world has seen. Picture yourself as a customer: Is it just frustrating to call ten people before you reach the marketing vice-president and have your answer.

SugarCRM provides a substantial solution for this issue as it involves customers in the problem-solving process. There are eight user types in the system, from the main administrator down to the support and account representatives handling different channels and campaigns. The whole workforce will operate in a joined platform for easier collaboration rather than obstructing each other on the info. Lastly, the whole workforce can have a centralized database of contact behavior to further help with the decisionmaking.

Practical campaigns

One of SugarCRM’s features to help users get familiar with the app is through Campaign Wizard. Users can execute, create, and record their communication channels and marketing campaigns. This tool can also gather leads in the system and distribute the data in web-to-load forms and other engagement programs. The Campaign Wizard also assists in this task as agents can evaluate their leads, and even assign the leads to the right agents.

Outstanding contact management

SugarCRM goes the extra mile in your contact listing as the app also collects related information in profiles, even some behavior data that you may have missed. Editing is as easy as simply adding accounts and contacts through few clicks to get them done.

Once you’re done filling up the contact’s profile, SugarCRM can support your creativity: Document and note modification is possible according to your liking, attaching big files easily, mark contacts for easier managing, and sort them out by priority. With the app’s bulk editing capacity, you can be efficient with your time when sorting out your contacts. Similarly, you can make a specialized list and export it out to other integrated apps as easy and as much as needed.

Lastly, the app’s multilingual and multicurrency features make it easy to adapt and work well for many companies around the globe.

Lots of handy integration

Some users may be frustrated that SugarCRM doesn’t integrate natively with known business apps, but its SugarExchange(a public accessible API code) feature is a better solution to this issue. With this feature, you can associate the product with other popular providers that cover Zapier, CloudAgent, MailChimp, Zendesk, Pardot, and many others. The LDAP integrations are also allowed and even streamline the access for customers to simplify the company’s ways of managing leads.

Intelligent reporting

SugarCRM’s reporting is professional and even shows you the boundaries of Business Intelligence’s data analysis. The app summarizes performances effects and allows trend forecasting and notices issue patterns. It can handle many visualization dashboards to illustrate your data, even adjust modules and types that come with customizable search parameters and filters.

In-built support hub

SugarCRM’s Help & Support button is a built-in feature in its platform and placed in the lower left corner for easy access. On the customer service side of this feature, a 24/7 experienced SugarCRM agent will assist you in its situations. SugarCRM also provides excellent training about the app and grants a large knowledge database from Sugar University. Meanwhile, The Help Dashlet is a specialty support page that shows you relevant discussions and provides your feedback to the developers and other SugarCRM users.

Sugar Mobile

SugarCRM is aware that most customers are always on the go and rely on their mobile devices and provides a mobile app service in response to that need. The Sugar Mobile app allows agents to assist customers even out of the office and managers can perform their duties such as performance tracking and campaign managing out of the reach of a personal computer.

Technical Specifications

Devices Supported

  • Web-based
  • iOS
  • Android
  • Desktop

Customer types

  • Small business
  • Medium business
  • Enterprise

Support Types

  • Phone
  • Online

SugarCRM Integrations

The following SugarCRM integrations are currently offered by the vendor:

  • WhosOn
  • Zendesk
  • CloudHub
  • HubSpot
  • Zapier
  • Constant Contact
  • Campaign Monitor
  • Pardot
  • SyncApps
  • HootSuite
  • CloudAgent
  • HappyFox
  • LiveOps
  • OlarkLiveChat
  • MailChimp


Customer Support


Pricing Plans

SugarCRM pricing is available in the following plans:

Free trial