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."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."
"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."
"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."
"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."
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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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
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
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
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.
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
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
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
Hi,
I can only really comment on Oracle Siebel, interesting why it isn’t on your list?
Regards
Simon Collins