SugarCRM Reviews: 4.1/5 — Solid Choice

Sugar Market has ample options to create different designs and "polished" emails

There seem to be constant issues with the platform. Things like uploading lists, editing templates, creating landing pages - nothing is intuitive about that.

We wanted to have the ability to expand our designs in a marketing automated platform, and that is about the only perk of the forum. The functionality isn't worth the rest.

WHEN it works, I like the Customer Journey and Event Management Section showing events they register for and if they attend,

Synch issues are horrendous between SugarSell and Sugar Markets. No progressive profiling for forms, no ability to block domains, drip programs are not flexible for marketers, not compatible with Go To Meeting so stats have to be manually updated in Markets.

Scoring when there isn't a bug.

The new email builder is nice but you can't yet use it to buildout nurture campaigns which sucks. They added a lot of new features to it since the old one like a drag and drop option for images etc. It's decently easy to use.

I've been having several issues with this software since it switched ownership. Several bugs in the email nurturing process. Forget about being able to test them and the pauses are way off. Not sure what's going on there but I quit using it completely because every time I try and built a new campaign I get so frustrated.

I'm not any longer solving any problems. Once the contract is up, I'm considering a different software. Not a huge fan of the new company. I have issues with invoices every month and I'm basically being told that they are "too busy" to solve the issues. Will give it a few more months to see if they get back on track.

Advanced analytics are included in the platform at no additional cost. They have a feature that allows you to format the first name field inserted into emails. It allows you to preview emails in different email clients

Sugar Market pricing is based upon the size of your database vs. the number of contacts you email each month. There are too many email/template creation options and they are not clearly labeled. Sugar has pieced together an old legacy system with a new system, which creates confusion and impacts usability. If you go to Create>Template>Email, you are creating a template with the legacy email builder and it cannot be accessed later for use in a Nurture 2.0. If you create a template using email builder 2.0, you can never delete or edit the template once you save it as a template. It will clutter your system forever. If you create an email template with email builder 2.0, you do not have the option to allow sales to use that template within the CRM iframe. You can only edit emails created in email builder 2.0 via code if you add the code widget, and then you can only work with code. There is no email signature widget. You cannot upload a suppression list because of a defect that has been documented since December 1, 2020 and has not been fixed as of April 15, 2021. Until the defect is fixed, you need to individually enter each email domain you'd like to suppress. To email a list you have to create a report that requires training to understand. The more I use Sugar Market, the more issues I run into. Overall, Sugar Market is complex and not intuitive. For me, any benefits of Sugar Market do not come close to making up for how difficult the system is to use.

So far, I have not seen any benefits.

Sugar as a core idea is the only full automation system compatible with Sage CRM.

Probably the worst support I have ever experienced. I have wasted countless hours explaining my issues to the support team, they don't seem to actually listen to what I am saying before sending back the most brainless response possible and sending links to the documentation. Then they try to close the cases. They fall back by blaming Sage CRM and keep telling us that our Sage CRM is "not standard", however our Sage CRM is 100% standard. The system is absolutely full of bugs - for any one thinking of signing up you should know that there are over 1 thousand open bugs on the portal. During the implementation process, we have been trying to get the system up and running for over 12 weeks and every time we move forward something else that is critical goes wrong and we spend hours of time trying to get Sugar Market to take responsibility. The email manager/system works well, but the rest of the system is unstable. Salesfusion was recently acquired by Sugar and the whole transition process has been awful and you can tell that they haven't thought a plan through thoroughly. Really regret signing up with Sugar market.

Major sync issues with external CRM, bad support, buggy system, doesn't work as expected

Nothing, Glitchy!!! System goes down on weekends.

In a world where products like this are becoming more user friendly I am sorry to say that this product fails in so many ways that it's pathetic. Go back to the drawing board.

None. At least not with this system. We are a solar Company and having a mobile option so we can stay in contact with potential customers is key. After working with Salesforce and Zoho for many years I've gained a excellent working knowledge of CRM.

I did not this product usefull to my needs as a new user to these types of products

Wasn't user friendly I am a nice and did not understand what I was suppose to do

Not provided