SugarCRM Reviews: 4.1/5 — Solid Choice

Platform is relatively easy to use and navigate. It provides the core functionality for marketing automation and allowed us to expand beyond basic email marketing with lead scoring, event management, landing pages, etc. Also liked their business model a lot. Other vendors we evaluated were looking to charge per user (marketing and sales users) which would have limited our adoption and use of the product. Salesfusion unlimited user price model allowed us to get the functionality we needed and have the freedom to scale it throughout the company as we grew. New folks who come from using other solutions are always surprised that we can 'just add a user' when needed. During our initial evaluation, their native CRM integrations were a big plus as well. Other vendors were relying on 3rd party solutions or had limited access to the underlying CRM data. Connecting our marketing data to CRM was key for us to be effective and allows for easy targeting based on our full set of CRM data. CRM connection is clearly an area of investment for them as they continue to improve with dynamic lists and the upcoming campaign object support which will further allow us to leverage CRM data to drive our campaigns and effectively measure ROI. Finally, the item that has been the biggest positive for us is the support the Salesfusion team provides. The program is not without its issues and learning curve, but having the support team there to help makes us confident we can solve our problems quickly. Everyone I have interacted with in support has always been courteous and out to help us solve our issues as fast as possible. The support model and team Salesfusion has is definitely a huge asset for them.

They are in the middle of updating the platform which leads to some UI inconsistencies and confusion on which version of a feature to use when. They are cleaning things up steadily and the new capabilities are much improved just hope the transition will be completed soon. Also, wish Salesfusion integrated with more 3rd party platforms and services. We can and have worked around this through custom API connections (with their support teams help) but sponsored/managed integrations would be very helpful. We need to capture a holistic view of our customers and prospects. For our marketing automation system to be the true hub of that data we need to be able to collect and interact with all our customer touchpoints effectively. They recently updated their API which I am told will open things up for continued integration.

We wanted an easy to use scalable platform that we could grow with. Our previous solution was solely email marketing focused and we wanted to move beyond that to encompass the full customer journey which Salesfusion helps us do through its capabilities and CRM integration. Using Salesfusion we have seen increases in leads, better conversion rates due to nurturing programs and effective segmentation as well as reduced manual labor and improved quality as we were able to automate significant portions of our lead entry process using built in lead routing and assignment functions in the tool.

I like the dashboards that show activities on our web site and responses to our email campaigns. It has a built in CRM that we can use and it has built in integration with many of the 3rd party CRM systems, including SAGE. We have only just started to scratch the surface since the product has a broad range of functionality

Since the product has a lot of functionality it will take us a while to learn, but it is worth the results we are getting.

Better tracking on leads from out web site lead generation. We have been able to create, track and improve on our email campaigns and associated landing pages. The reporting is all in one place so our reporting has improved, which makes managements happy.

The ability to track marketing activity in of potential students

System can move slow at times, as if it is thinking/processing longer than the norm

Tracking opportunities and pricing

Awesome training material and highly responsive support team !

Email drafts do not work as expected at the time of designing when they land in inbox and need HTML coders to fix at times.

How to nurture existing leads and contacts in CRM was the biggest concern ! Use of SF tool has helped streamline the process better. In addition, use of dialogues have helped us get deeper insights into what kind of traffic are we getting and a clear insight on the exact needs of the visitors to follow up.

Best features: lead scoring, nurture automation, event management, CRM integration and reporting. The event management feature is worth the subscription price. It's basically "mission control" for a webinar or live event. Fantastic!

Needs improvement: ease of creating landing pages, emails, etc. We've struggled with our external lead forms--both the creation and website deployment. I've also encountered some quirks, which the SF team is addressing.

Business problems: marketing and sales alignment, automation of lead capture/scoring, consistent campaign communication and providing a 360 degree view of the prospect. Benefits realized: increased efficiency (less time spent manually adding information); seamless tracking and displaying of prospect interactions within the CRM; and increased ability to deliver excellent content to prospects/clients. Although it may be considered a "soft" benefit, our sales and marketing team is working together to maximize our results from Salesfusion. We discuss and define sales qualified leads, and collaborate on scoring thresholds. We work together to plan our campaigns and events; as well as the follow-up strategy. Increased collaboration and better sales and marketing alignment.

With SalesFusion I like most the approach from result side. This is serious solution for companies who want to achieve real results, instead just having some marketing automation system. Full control on detailed process flows, predictive lead scoring, possibility to automate practically everything and being able to manage and produce all needed contents and process flows. Personallly I don't like solutions that are just easy to use and not able to produce wanted outcome. Overall very comprehensive package including possibility to integrate practically with any CRM. Customer service is outstanding and I have received answer and solution to any issues I've encountered this far.

Learning curve is of course much steeper than with some widely used entry level solutions, only thing that I somehow dislike, is that orange color is used everywhere instead changing colors slightly within different categories.

Being able to produce 150 times more qualified leads than before, rise of sales hit rates with 50% by better quality leads.

I like the ease with which you can create an email without being an HTML expert or knowing a lot about graphic design. My background is in writing yet I can still create a visually appealing email using the email editor (although after trying the new one this morning, I'm excited for it to become even ore user-friendly!) I also love the reporting feature; I love how you can totally geek out on the numbers. I'm only beginning to explore the custom reports but I love what I see so far!

I dislike having to repeat a text style - font size, color or style - because the editor doesn't always keep the change you just made. I often make a change, save the email, send myself a test email, and the change does not render and I have to repeat myself.

I am able to target more specific audiences with the tool, and measure how those efforts are working using the great reporting features.

The drag and drop editor in the studio is so easy to use. It's also great for importing data

The limitations - not being able to group objects on an axis of a report

We have created many business essential reports for managers. We are constantly evolving and capturing more information and SugarCRM allows us to do this with ease

SugarCRM offers the most easily customized CRM platform on the market today - it s a powerful and flexible tool that you can make your own, to fit specific needs. We use it in house because of how well it integrates with 3rd party add-ons. We often have clients looking for CRM solution that want an open-source solution and a partner community - they are always pleased with SugarCRM.

I think Sugar is a great solution for small to midsize companies looking to grow - but in our experience, despite what Sugar says, they are not quite ready to handle a true enterprise level company.

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It's user friendly and ticks all the boxes we need in a CRM for our company.

The amount of storage and the fact that we have to pay more on a regular basis for storage.

It helps us organize our clients and allows us to work more efficently as a team to provide customer service.

Helpful in making sure the cases are handled.

It's cimbersome and not the most intuitive

I can;'t really say it's solving a lot of provlems

Easy user interface and can understand customer sentiments

Nothing as such. I have not come across anything to dislike as of now

To resolve the cases faster

The most helpful thing about the company is their ability to have clear communication

It would be beneficial for the company to tap into other segments of marketing automation

Sugar Serve is helping with growing CRM

It is more suitable for a medium sized enterprise. Organizing campaigns is easier. Custom forms can be created using the form builders. Customers history about the selection of their events.

Not found (200 internal error) error sometimes while accessing the mobile application. Also, difficult to read the emails at times. Other than that, a good app for automation.

Installed on our mid sized company. It is helping us view the data analytics in the overall dashboard. It also generates analytic reports for a wider and detailed view. ROI and Revenue analytics reports are useful.

Its service console has all the information needed to resolve a support case in one panel. It has helped a lot in reducing time to provide resolution, improve customer satisfaction, and support experience. Sugar Serve displays the best actions to take based on SLA, contact information, account activity history, and case details. There is no need to search or navigate. It also offers intelligent work prioritization; route, assign, and escalate cases; calculate follow updates, and send notifications.

There is nothing much to dislike about this software but it can offer more integrations and features at this price.

Sugar server offers case prioritization so that service agents don't have to worry about identifying cases that need immediate attention. Agents can respond faster to customers with high priority and feel valued. It also helps in reassigning and escalating the cases.

SugarServe helps us to identify the problems or concerns of our customers immediately. It also has an intelligent routing feature, which is good because sometimes, their issues are transferred to other departments, which causes inconvenience to the customers.

The thing that we dislike about this tool is the customization is a bit difficult. Also, the navigation was difficult; we needed to figure it out since there was no customer support or technical support to call on.

It helps us to solve a lot of integrations needed. Also, intelligent reporting is a big help because it summarizes all the performances, which allows the forecast trends while noticing the issue patterns. It has significantly improved our whole team's performance drastically. Another great thing about this tool is, it is efficient and affordable compared to the previous tool that we have used.

Sugar market is Marketing automation software which helps in email marketing with wide rang of templates. Sugar market have intractive Dashboard where user can access rhe reports and grpahs. It is integrated with social media and Google cloud which helps to protect the data

Customer report making is much typical to understand. Creating landing pages is more difficult for new user The new user interface is cumbersome

Sugar market provide automation in marketing which helps to manage the relationship with customer. It helps to make mail to specific group which it's inbuild features

The experience in the administration of a good CRM to manage your marketing and sales.

Does not have an analytical detail of the interpretation of sales

I am managing my interaction with my clients with a professional CRM

It offers unified incorporation for email advertising records and empowers single mailshots or developed drip campaigns. The incorporation is very innovative and growing constantly. Our team really like the user-friendliness of this tool. Moreover, it is easy to use in building and linking the campaigns. We additionally like the training process on joining. The support team of Sugar Market is also very cooperative.

Our team don’t like how a few things appear to be disorganized such as the lists, campaigns, and so on are spread out. Moreover, this tool is still in its developmental phases, thus, there are many great opportunities to get better. Navigation can require sometime to become accustomed to, and keeping in mind that it grows on you, taking new clients onboard requires some time.

Sugar Market is a SugarCRM's leading advertising automation tool that presents you a superior quality perspective of your client experience. This tool changes how average sized advertising companies contact their target audience and measure accomplishment all through the purchaser venture. Moreover, it attracts individuals visiting your site and comprehend how they communicate with advanced resources.

Sugar Market enables us to market to our prospects/customers. We have a form on our site to capture prospect info. We get informed if a prospect returns to the site. Prospects can send us requests for info. We can market to prospects and customers as large or targeted groups. And it sends lead info to our instance of Salesforce.com so we can track their activity further... from prospect to customer.

It is a powerful tool, so it is a bit complex and it can be a little hard to know/remember how to use all of the features.

Capturing prospect lead info, responding to requests for info, marketing to prospects, tracking them to becoming customers, staying in touch with customers, up-selling/penetrating into other business units.

Sugar Market is a great add on for Sugar CRM, it provides seamless integration for e-mail marketing lists and enables single mailshots or advanced drip campaigns. While Sugar Market was not natively written for Sugar CRM, integration is quite advanced and improving all the time.

Not all of the terminologies between the two systems is perfectly aligned, but it is getting better.

Sugar Market allows us to ensure we are reaching our customer base regularly and we are able to segment our customers on various categories very quickly for targeted campaigns.

The marketing dashboards and ease of use. The ability to see all of our campaigns and drill down and compare them to see which ones were successful and which ones weren't.

The tool works well for lead generation for sales for a company. We use it for multi marketing strategies with additional tracking and it can sometimes get challenging to have multiple users involved with leads / campaigns.

Management and tracking of our marketing campaigns. We have realized tracking we have never had before.

The ability to easily manage a variety of different marketing workflows as well as being able to track and convert prospects to visit the site. Social Media management is also a huge plus. The Metrics are quite insightful as well.

Some of the workflows are a little tough to adopt at first, I feel this could be remedied with some better workflow guides and user manuals.

It has made our marketing team significantly more effective in capturing and converting site visitors to leads and eventually, customers.

I really like that Salesfusion is constantly evolving to stay relevant. A lead management tool is not only a financial investment but a significant time investment. It takes time to bring staff up to speed on how to use a platform and then be able to make the most out of it. The fact that Salesfusion stays up-to-date and goes the extra lengths to make sure the product continues to meet our needs now and into the future is incredibly important. I would also like to note with all of improvements to the platform there is always training and adequate support. We have never felt behind or completely lost with any of the new features that are deployed.

I just wish Salesfusion had more integrations into other services. Their CRM integrations are great. Give us more connections into services like that. We can run into issues trying to get data from other aspects of our marketing stack into Salesfusion which can be challenging.

It's been great that Salesfusion is full featured and covers the main needs we have, all in one package without additional modules or options to buy. This has resulted in significant costs savings without loss of functionality compared to other systems we evaluated enabling us to invest in other places. Their integration to CRM systems is well done and gives us easy access to the data we need to make decisions. The Salesfusion support team has also been a bright spot and helped whenever needed.

So far my experience with SalesFusion has been positive! The interface is very easy to navigate, they have a ton of support available to get really good at the tool, and there are a lot of metrics to measure the success of your campaigns! Working with the sales rep and onboarding staff has been very enjoyable.

There are bugs, especially surrounding the WYSIWYG tool, but our rep has told us they know about the issues and are working to get it to be better. It's functional and does what it needs to do, but it could be a lot more responsive and robust.

We are trying to get some campaigns off the ground and are really starting at ground zero with our marketing automation. I'm looking forward to seeing what we can really get out of this!

Native integration with our CRM (SLX, Infor), top-notch customer support(they almost always find a satisfying resolution for us), actually implement ideas you suggest as product updates, tons of reporting features.

Anything besides out of the box reporting features may require assistance from support.

We are a medium sized business and Salesfusion goes above and beyond our requirements for Marketing Automation.

SalesFusion is easy to use, I can create and send a message to my audience very quickly and without difficulty, and whenever I have a problem or a question, the response from customer service is always very fast and extremely helpful.

It would be helpful to have better reporting options, and it can be difficult sometimes to find old messages when I need to find and refer to them.

We reach a large audience of clients with regular communications via SalesFusion, keeping them informed of all the necessary news and information they need to be aware of.

The features of salesfusion are everything you'd want in a marketing automation platform.

We're still learning how to use the system and the documentation is a bit weaker than I would like. Now that we've had a year under our belts of using it I add it is a great platform but has a big learning curve.

Mass, yet personalized emails. Easier reporting vs. manual methods, person-level data vs. summary data.

SalesFusion is a rather intuitive platform and user-friendly tools. Their customer service is also very helpful, and they are making constant strides to improve their product.

There is room for it to become more customizable, with limitations on the drag and drop tool, as well as the ability to recall campaigns at different steps of the journey and the like. Some of the customer experience can be optimized, but once you find where certain tools live, they are quite helpful.

SalesFusion has a lot of benefits that we have to utilize. Currently they are a good tool for e-marketing efforts, and there is also room for it it make up for some of the shortcomings of our "CRM" tool, which is great.

Salesfusion listen to their customers needs and are always making improvements. I also like their native integration with NetSuite and oktopost social platform for a full business solution for building relationships and marketing your business. Tools I like most are the form builder and email maker. I haven’t really gotten into the guts of it yet I feel by using the scoring tool which has huge power when getting into prioritising and measuring customer behaviours.

The load speed can be slow at times. The events section needs updating but they are always updating things, I’m sure that won’t be too far away from being worked on. The neuture tool is good but is designed for email marketing and list marketing and not for use on econmerce ‘if this then that’ statements.

I can now send reliable and great looking emails and measure them well. I can make landing pages when needed for contests and add salesfusion powerful forms on our website. I can also see a customers full history on clicks on the emails and website as well as an integrated powerful social media platform for our technology wholesale business.