Salesforce Sales Cloud vs Sugar Enterprise comparison

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Comparison Buyer's Guide
Executive Summary

We performed a comparison between Salesforce Sales Cloud and Sugar Enterprise based on real PeerSpot user reviews.

Find out in this report how the two CRM solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI.
To learn more, read our detailed Salesforce Sales Cloud vs. Sugar Enterprise Report (Updated: November 2022).
655,465 professionals have used our research since 2012.
Q&A Highlights
Question: Should we choose Salesforce, SAP CRM, Sugar CRM, inContact, Vocalcom, Oracle RightNow or build our own custom app?
Answer: Hello Pratyush. Now that you are 1.5 years out from this post, just wondered how the project is working for you. Sounded like you were leaning towards Salesforce with custom development. Is that where you ended up? Are you meeting your goals? Looking forward to your reply. Steve
Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"I would recommend Sales Cloud for anyone who has a sales team that needs to be optimized and for any size of enterprise.""The dashboards and dashboard customization are great.""Our use case within the organization covers the entire cycle from lead generation, demand planning, and opportunities to realization and closure. For our clients, Salesforce is used more to plot the cycle from products to cash and lead to revenue. They mostly build offers and pricing quotations in the Salesforce environment through their field marketing agents.""The reporting features are useful.""It is nice to have the install base information at your fingertips when you look up a company.""Salesforce Sales Cloud is very user-friendly, and simple to create dashboards and extract the reports. Additionally, it integrates well with other applications.""One of the most valuable features is the automation of Sales Cloud. It gives us the ability to easily—without the use of coding—create automation in order for us to do our work a lot more efficiently, whether it's notification reminders or certain automatic processes. There are a lot of things that Sales Cloud can do that, in my opinion, make everyone's jobs a whole lot easier and give them the visibility they need when they require it, when talking to customers and prospecting. It makes the account management process easier as well.""The most valuable features of Salesforce Sales Cloud are code hub management and sale opportunity management."

More Salesforce Sales Cloud Pros →

"The most valuable features of Sugar Enterprise are the exports of graphics, statuses, complaints, and tasks.""The most valuable feature is relation capability, which allows us to relay customers with invoice orders.""The most valuable aspect of this solution is its low cost.""It works well with Jira. You can customize it to fit your needs."

More Sugar Enterprise Pros →

Cons
"One area where the solution could improve is with handling feature requests.""Its licensing can be improved to accommodate small companies. They provide a certain number of licenses in a set or batch, and you have to buy the set. For example, if they have 20 licenses in a set, you have to get the whole set, even if you need just three licenses, which could be a barrier for small companies. There is no option to buy fewer licenses. So, small companies have to go for a smaller CRM, such as HubSpot.""The solution is secure. However, they could always improve on security.""I need to do a lot of customization to implement an ERP solution for an energy and utilities client versus a BFS client. Salesforce should look at the common customizations each client wants and see how much of that can be standardized into industry-specific specific solutions. That would speed up implementation, so we don't need to go through the same steps a hundred times. Salesforce could do it once and put it out for the rest of the clients to use it.""I don't like the way parent-child relationships work in transactions between records in Salesforce Sales Cloud. NetSuite is a little bit more user-friendly in that sense. Salesforce Sales Cloud requires that you build everything from scratch. I don't like that. It leaves a lot of thinking and solutions to the consultants and the process is more prone to errors.""The setup of Salesforce Sales Cloud is complex. You need specialists in that area to be able to have a good setup. Once it's set up properly, running it is seamless. That's the most beautiful thing about Salesforce Sales Cloud.""It could have a more user-friendly interface.""When integrating Salesforce Sales Cloud with other applications it can be difficult to maintain security."

More Salesforce Sales Cloud Cons →

"Sugar Enterprise could improve by removing bugs and glitches. For example, a comment was made but in the comment section, it was never displayed. However, the problems we faced might not be the fault of the solution.""I would like to see more integration on a mobile platform in the next release.""In the next release, I would like to see personalization of information about customers or specific businesses or opportunities.""It lacks customization, and this is the main reason that we are switching to a different solution.""You cannot include all your entities under one instance at the moment."

More Sugar Enterprise Cons →

Pricing and Cost Advice
  • "The subscription is on a monthly basis."
  • "The main issue is the price. Because it's SaaS, you will have to pay on a monthly or yearly basis."
  • "It is a premium product, so it is not the cheapest solution. I think if it's implemented well, and you're getting the soft cost benefits, the efficiencies, it's justified. But not if you're looking at just apples for apples as a subscription, without the complexity that you can achieve. It can deal with complex business requirements. Some other CRMs can't. But you certainly pay, so it's a premium-charged solution. It's one of the more expensive ones."
  • "I have found Salesforce Sales Cloud to be expensive. However, it is the number one CRM solution in the world. It is worth the money."
  • "The main thing is it is costly. Salesforce it is not cheap, it's costly. Some of our customers say it is a costly solution. So, we have lost some sale opportunities regarding the high price. This is the main thing that we are facing. It is sales per user and the user price is about $150 per month, per user for the Enterprise Edition. The other edition is less than this, but it is costly. A company that has 70 or 80 users would pay more than $8,000 USD yearly because it is cloud based."
  • "My understanding is that Salesforce is a little bit expensive, but in terms of the efficiencies, automation, and visibility, I think it's definitely value for money."
  • "Implementation and add-ons may be additional costs."
  • "Being license based, the license varies by type. The pricing is considered average."
  • More Salesforce Sales Cloud Pricing and Cost Advice →

  • "Licensing fees are paid on a yearly basis."
  • More Sugar Enterprise Pricing and Cost Advice →

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    Answers from the Community
    Anonymous User
    it_user371628 - PeerSpot reviewerit_user371628 (Senior SAP CRM Consultant at a recruiting/HR firm with 501-1,000 employees)
    Vendor

    I am not sure if it can handle 30000 agents , But it sure seems full of all the required features  http://www.ameyo.com/about/call-center-suite

    it_user128490 - PeerSpot reviewerit_user128490 (IT Leader at a tech services company with 1,001-5,000 employees)
    Consultant

    Steve - My clients run contact center for a 30000 seat and is looking for multi-channel Outbound & inbound capabilities along with an ability to have productivity tool set for Agent & Supervisor. 2nd phase of requirement is towards intelligent dash-boarding ,predictive analytic and Speech analytic...I am building a vision of converting current CC from basic contact center to smarter contact center...

    Thank you so very much..
    Pratyush

    it_user128490 - PeerSpot reviewerit_user128490 (IT Leader at a tech services company with 1,001-5,000 employees)
    Consultant

    Thanks everyone for your response. I am consulting for a company that has been in the contact center business for over 30 + years and have great understanding about contact center process, its evolution and different tools in the market. That is one of the rational for thinking to build a Holistic Contact center product as we have not been able to find a single tool that meets at least 80% of the clients requirement..

    Here is what we are tending towards...
    1) Siebel is Out because of Cost , deployment & usability criteria.
    2) RIghtnow is Out as I found Oracle doesn't seems to have focused strategy for rIght now. Demo experience was not very positive..
    3) I think we are positively towards Salesforce + Custom build app that would meet at least 80% of our clients need...

    Stay Great
    Pratyush

    it_user137145 - PeerSpot reviewerit_user137145 (Owner)
    Vendor

    I was interested to read your post, because I am just wrapping up a similar project. I have first hand experience with RightNow, Salesforce, and SAP CRM. I have not used SugarCRM, but I am very familiar with one of their partners, Zendesk.

    I agree with Steve above, that a custom application is a difficult route to take, unless you'd be building it on an existing platform like Salesforce. I used SAP CRM in the 2004-2010 timeframe, and I would only recommend considering it if your company is already an SAP house. It is fully featured but not flexible. I was with a company that used RightNow from 2010-2012. It's a good system, but my experience with them was not very positive. I felt that after they were acquired by Oracle they became unresponsive to our needs. Perhaps they have put this behind them, I don't know. I am using Zendesk now, and regret the decision. We selected them because they were a preferred vendor to one of our partners. Zendesk has some innovative features, but I find the API troublesome and the system is not very flexible. It seems inexpensive, but to get some of the really important features you have to use their enterprise version, which is 5x per seat compared to the entry version.

    I have had a lot of experience with Salesforce, and really like it. Salesforce is a solid, flexible, well-supported tool.

    I'd be very happy to discuss this further. Feel free to reach out to me.

    it_user132246 - PeerSpot reviewerit_user132246 (User at a marketing services firm)
    Vendor

    Pratyush.
    Without knowing much about your requirements/needs, I would not recommend building your own custom app. Each one of these tools is good at what they do. I would find it hard to believe that you have many use cases that would fall outside of what these tools can deliver.
    Custom development is usually a gamble. And no matter how well you define your requirements, you will likely have some ill-defined requirements that will lead to development and design that performs below what the off-the-shelf software provides.
    Without knowing your requirements, I cannot recommend one over another.
    Best of luck.
    Steve

    it_user69030 - PeerSpot reviewerit_user69030 (CEO at a tech services company)
    Consultant

    Hey Pratyush

    You should check out Eventus Solutions Group http://www.eventusg.com/

    They're one of the best at determining the right contact center applciations

    it_user113973 - PeerSpot reviewerit_user113973 (Marketing)
    Vendor

    Hi,

    Saleforce.com is hands down the best deployment option, for a number of
    reasons:

    1. Built from the ground up in the cloud. No legacy tech, no old code.

    2. Built for 'the age of context' - mobile, social, geo, big data and
    sensors

    3. Their custom app system is second to none. Easy to use development and
    deployment tools and easy integration with legacy systems. When I say
    'easy', I mean built for speed and intuitive.

    The other systems you've mentioned are either silo systems - stand alone or
    are client-server (i.e. legacy at this point) and don't have a fresh,
    straight-from-the-cloud approach.

    I'd be happy to talk more about this if you'd like. I can be reached at
    416.564.1232.

    Cheers and good luck!

    Jeff

    it_user105723 - PeerSpot reviewerit_user105723 (User at a tech company with 51-200 employees)
    Vendor

    Hi,

    I can only really comment on Oracle Siebel, interesting why it isn’t on your list?

    Regards

    Simon Collins

    Questions from the Community
    Top Answer:Compared to other CRM solutions, Salesforce is expensive. It is more affordable for enterprise users than for small businesses.
    Top Answer:I would advise others to just do their due diligence. I would rate it an 8 out of 10. It does what it's supposed to do with relatively little intervention on my part where I don't have to completely… more »
    Top Answer:The most valuable features of Sugar Enterprise are the exports of graphics, statuses, complaints, and tasks.
    Top Answer:I don't know the exact pricing, however, I know that there is a standard fee for the setup and then you pay on a monthly basis per user.
    Top Answer:Sugar Enterprise could improve by removing bugs and glitches. For example, a comment was made but in the comment section, it was never displayed. However, the problems we faced might not be the fault… more »
    Ranking
    2nd
    out of 72 in CRM
    Views
    6,925
    Comparisons
    3,623
    Reviews
    50
    Average Words per Review
    628
    Rating
    8.3
    16th
    out of 72 in CRM
    Views
    205
    Comparisons
    146
    Reviews
    5
    Average Words per Review
    317
    Rating
    7.8
    Comparisons
    Also Known As
    Sales Cloud, SFDC, Salesforce
    Learn More
    Salesforce
    Video Not Available
    Overview

    Salesforce Sales Cloud is the most widely used of sales tools and sales automation software, speeding and streamlining all phases of sales from lead management to analytics and forecasting. Thanks to Salesforce Sales Cloud, more than 100,000+ customers and 2 million subscribers worldwide can manage people and processes more effectively, pursue more business in less time, and close more deals.

    Sugar is an affordable and easy to use CRM platform, designed to help your business communicate with prospects, share sales information, close deals & keep customers happy. Thousands of successful companies use Sugar everyday to manage sales, marketing and support. As an open-source, web-based CRM solution, Sugar is easy to customize & adapt to your changing needs. Ideal for small & medium-sized companies, large enterprises and government organizations, Sugar can run in the cloud or on-site.
    Offer
    Learn more about Salesforce Sales Cloud
    Learn more about Sugar Enterprise
    Sample Customers
    Coca-Cola Enterprises, Kuoni Global Travel Services, Financial Times, Just Eat, Jobsite, H.R. Owen, PlayerLayer, O2, DMGT, Philips, Xtreme.ie, Business Stream, Remote Asset Management, Dialogue Group
    Redglaze Group, TengoInternet, Hilco, Bancvue, Vet Adivsor
    Top Industries
    REVIEWERS
    Computer Software Company29%
    Financial Services Firm7%
    Comms Service Provider7%
    Marketing Services Firm5%
    VISITORS READING REVIEWS
    Computer Software Company23%
    Comms Service Provider10%
    Financial Services Firm8%
    Manufacturing Company6%
    No Data Available
    Company Size
    REVIEWERS
    Small Business47%
    Midsize Enterprise21%
    Large Enterprise32%
    VISITORS READING REVIEWS
    Small Business24%
    Midsize Enterprise11%
    Large Enterprise65%
    REVIEWERS
    Small Business67%
    Midsize Enterprise17%
    Large Enterprise17%
    Buyer's Guide
    Salesforce Sales Cloud vs. Sugar Enterprise
    November 2022
    Find out what your peers are saying about Salesforce Sales Cloud vs. Sugar Enterprise and other solutions. Updated: November 2022.
    655,465 professionals have used our research since 2012.

    Salesforce Sales Cloud is ranked 2nd in CRM with 50 reviews while Sugar Enterprise is ranked 16th in CRM with 5 reviews. Salesforce Sales Cloud is rated 8.2, while Sugar Enterprise is rated 7.8. The top reviewer of Salesforce Sales Cloud writes "Has good flexibility but is slow to handle feature requests". On the other hand, the top reviewer of Sugar Enterprise writes "Customizable, easy to configure, and reliable". Salesforce Sales Cloud is most compared with Oracle E-Business Suite, SAP ERP, Camunda Platform, Siebel CRM and Vlocity, whereas Sugar Enterprise is most compared with Bullhorn, Microsoft Dynamics CRM and SAP CRM. See our Salesforce Sales Cloud vs. Sugar Enterprise report.

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    We monitor all CRM reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.