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SugarCRM: Products Review, Features, and Prices

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SugarCRM: Products Review, Features, and Prices

SugarCRM provides a cloud-based customer experience and customer relationship management software that will help businesses achieve top-notch customer experience and a definite efficiency increase. Continue reading our full SugarCRM review to know everything it has to offer, from features and services to its plans and prices.


On-premise CRM
Mobile CRM
Case Management
Process automation


Competitors have advanced AI capabilities


Quick Stats

Cloud-Based Software
Not Available

About SugarCRM

SugarCRM started as an open-source freemium CRM product and became a world-leading modern AI-driven cloud platform that provides purpose-built CRM platforms. SugarCRM has won several recognition awards such as 9x Visionary For Sales Force Automation from Gartner and Gold Medalist in 2022 Emotional Footprint Report from Software Reviews.

SugarCRM offers more than one CRM product, to provide a variety of solutions to businesses. Such products include:

  • Sugar Market
  • Sugar Sell
  • Sugar Serve
  • Sugar Enterprise

SugarCRM Products and Solutions

Sugar Market – Marketing Automation

The Sugar Market solution is an inclusive platform designed to streamline campaign creation, improve conversion and drive more revenue. It offers multi-channel support that allows you to engage with your customers no matter which channel they use. In addition, you can:

  • Launch Google paid search campaigns
  • Run SEO audits
  • Schedule social media posts
  • Track customer’s journey
  • Nurture campaigns
  • Score leads
  • Automate emails
  • Create custom surveys
  • Create landing pages and lead forms
  • Boost lead velocity

Sugar Sell – Sales Automation

The Sugar Sell platform will bring together all your customer data in one place, and provide you with top-notch sales automation, collaboration tools, and reporting. Sugar Sell’s key features include:

  • Lead, Opportunity, Account, and Contact Management
    • Gives everyone in your business context for each customer interaction and insights into the next steps.
  • Reporting and Dashboards
    • You can monitor your key business metrics and use reports to turn data into business insights and make smart decisions.
  • Sales Forecasting
    • Sales forecasting improves visibility and predictability into your overall business and streamlines our sales cycle to improve a sale’s velocity.
  • Product Catalog and Quote Management
    • This allows you to place your products right within the Sell platform. You can create custom quotes on the go while viewing customer records. You can also run reports on a product’s performance to anticipate its demand.
  • Doc Merge
    • Doc Merge allows you to merge documents, as its name suggests. You can accurately and easily create NDAs, proposals, contracts, and labels with a few clicks.
  • SugarLive Omnichannel Lead & Customer Management
    • The SugarLive omnichannel brings you unified customer communications with sentiment analysis into your sales console. You can quickly access customer opportunities, purchases, and history without leaving the conversation.
  • SugarBPM
    • SugarBPM automates your manual tasks and improves your productivity and sales efficiency. You can automate virtually any business process such as lead routing, quote approvals, customer email notifications, and much more.

Sugar Serve - Customer Service

Sugar Serve offers a rich, branded service experience for your customers, in addition to a robust, streamlined console for your support agents. Serve enables your support professionals to focus on creating customers for life.

Sugar Serve will provide you with a unique time-aware customer experience platform that allows you access to the most relevant customer information and deep insights to deliver informed decisions and fast resolutions. Sugar Serve will improve your agents’ productivity, reduce your cost of service, and ultimately increase customer satisfaction. Its key features include:

Service Console

The service console provides your agents with more productivity as they are presented with all the information they need regarding the customer in one place, so they spend less time hunting or searching for information.

Omnichannel Communications

Sugar Serve allows you to communicate with your customers on whatever channel they use by offering voice, chat, email, or portal communications using Serve’s SugarLive capabilities.

Sentiment Analysis

Sugar Serve packs an AI-powered sentiment analysis tool that allows you to predict your customers’ outlook and attitude towards you and understand your agents’ demeanor with your customers.

SLA Management

Sugar Serve allows you to automatically calculate and measure your support process against the most complex service level agreements (SLA), which includes managing multi-region business centers and related business hours.

Case Routing

Case routing ensures that no customer is left behind as inbound calls and cases are automatically routed. You are also gifted with time-based re-assignment and escalation.

Sugar Enterprise – On-Premise CRM

SugarCRM offers businesses its on-premise CRM with no compromises. SugarCRM gifts you with the power of sales automation and the privacy and security standards your company deserves. Sugar Enterprise offers maximum control and authority over the CRM technology stack and software updates, in addition to unlimited customization to tailor the platform to your business needs. Sugar’s on-premise CRM provides you with:

  • Automated sales process
  • Deep customizations
  • Compliance facilitations
  • Sales performance improvement and productivity
  • Conversion rate, revenue, and retention improvement

SugarCRM on-premise CRM key features include:

Sales Acceleration and Pipeline Management

Pipeline management allows you to easily manage all selling activities such as leads, opportunities, contacts, customers, quotes, and interactions.

Business Process Automation

You get to automate processes with SugarBPM, which includes designing visual workflows, time-based alerts, approvals, and escalations.

Reporting and Dashboards

Sugar Enterprise provides you with clear visibility into metrics, KPIs, customers, pipeline, and activities with its powerful pre-built reporting capabilities.

Upgraded Flexibility

Upgraded flexibility allows enjoying complete control over when and how to apply platform upgrades.

Sugar Mobile

SugarCRM offers a mobile application compatible with Android and iOS, allowing you to access all of its CRM software from your phone.

Case Management

Case management allows you to manage inbound support cases across multiple channels to meet service-level agreements.

Campaign and Lead Management

SugarCRM allows you to easily execute highly targeted campaigns, capture leads, and track and analyze engagement.

SugarCRM Plans and Prices

SugarCRM offers five subscription plans to its CRM software, each tailored to fit a business size needs:

Sugar Professional: starts at $52/user/month, billed annually

The Sugar Professional plan is designed for fast-growing small businesses. It includes standard support SLAs, 2 support authorized contacts and support via SugarCRM Support Portal.

Sugar Enterprise: starts at $85/user/month, billed annually

The Sugar Enterprise plan includes:

  • Advanced workflow with SugarBPM
  • SQL-based reporting
  • Accelerated support SLAs
  • Support via phone and SugarCRM Support Portal
  • 4 Support-authorized contacts

Sugar Serve: starts at $80/user/month, billed annually

This plan includes:

  • 2 sandbox instances
  • Phone support
  • 4 Support-authorized contacts
  • Doc Merge

Sugar Sell: starts at $80/user/month

This plan includes:

  • 2 sandbox instances
  • Phone support
  • 4 Support-authorized contacts
  • Doc Merge

Sugar Market: starts at $1,000/user/month, billed annually

The Sugar Market plan provides you with:

  • Unlimited users
  • Unlimited emails and landing pages
  • Phone support
  • 4 Support-authorized contacts

Customer Support

You can reach the SugarCRM customer support team through live chat on their official website or phone at +1 (877) 842-7276. You can also submit a message through their ticketing system form on their 'Contact Us' web page.

SugarCRM also offers a ton of resources on their website, including guides, infographics, webinars, podcasts, videos, whitepapers, analyst reports, and whitepapers. You can also be a part of the SugarClub, where you can engage with user groups, learn the best practices, and explore product features and updates.

Final Thoughts

SugarCRM is a purpose-built customer relationship management software that provides businesses with what they exactly need to manage their leads and prospects and boost their sales. It tailors plans specific to a business’ needs, and it supports a variety of business types. You can try SugarCRM for 7-days before committing to a subscription plan. You can also request a free live demo for a walkthrough of its CRM software.

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