We compared SugarCRM Platform and Salesforce Sales Cloud across several parameters based on our users' reviews. After reading the collected data, you can find our conclusion below:
Features: SugarCRM Platform is recognized for its customizable features, Jira integration, and export functionalities. Salesforce Sales Cloud users have lauded the solution’s open API and ability to track sales opportunities.
Room for Improvement: SugarCRM Platform requires enhancements in personalization options, user interface, and customization capabilities. Salesforce Sales Cloud could improve its integration with third-party systems and reporting.
Service and Support: SugarCRM Platform users are content with the assistance they have received and have not required technical support. Salesforce’s customer service is considered excellent, and users praised its prompt and knowledgeable team.
Ease of Deployment: SugarCRM Platform's setup is straightforward and can typically be completed in under two weeks. Salesforce Sales Cloud's initial setup can be complex and time-consuming, potentially lasting for months or even years. However, users can speed up the process with external tools.
Pricing: SugarCRM Platform provides more flexible pricing options with a fixed setup cost and monthly user charges. Salesforce Sales Cloud is considered pricey. Salesforce Sales Cloud has additional costs for implementation and add-ons
ROI: Reviews offered little information about the ROI of SugarCRM Platform. Salesforce Sales Cloud has shown a positive return on investment by enabling automation, improving productivity, and saving time
Comparison Results: SugarCRM Platform is an affordable solution with a simple setup process and lots of customization options. However, it lacks user-friendly interfaces, and configuring user permissions can be complicated. Some users also reported bugs and glitches. Salesforce Sales Cloud is a user-friendly platform praised for its extensive feature set and customization options. At the same time, customers have complained that Salesforce’s licensing costs are too high and reporting capabilities are limited.
"I can see activity per customer. I can find out quickly and easily who was the last person I talked to, when it was, and what we were talking about."
"This is a stable product."
"It is a very stable solution."
"Salesforce Sales Cloud is a stable solution."
"Salesforce highlights what are we selling in different regions and which regions or areas offer opportunities. We are able to view sales by month, quarter or year."
"CRM solution that performs well. It's multifeatured, so you can use it for different activities such as managing opportunities, managing revenue, reviewing leads, etc."
"Different leads and fields can be utilized inside of Salesforce, using the Sales Path to follow those specific leads, and what leads convert over into opportunities. The leveraging of fields help to track progress on the user interface."
"It has custom fields and custom reports which can align to our business objectives and marketing focus."
"The most valuable features of Sugar Enterprise are the exports of graphics, statuses, complaints, and tasks."
"The most valuable aspect of this solution is its low cost."
"The most valuable features of the SugarCRM platform include its flexibility in customizing fields, layouts, and dashboards."
"It works well with Jira. You can customize it to fit your needs."
"The most valuable feature is relation capability, which allows us to relay customers with invoice orders."
"Compared to other CRM solutions, Salesforce is expensive. It is more affordable for enterprise users than for small businesses."
"Salesforce Sales Cloud is not as simple to use as Zoho. It requires some level of expertise before you can use it. However, you can easily learn how to use the solution as you go along."
"When importing from other apps, it gets messy."
"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."
"It does not include a professional accounting system, it is operations and it is CRM. It is not capable of accounting things."
"Salesforce Sales Cloud needs a more user-friendly interface."
"I would love Salesforce to keep on committing and building out what they call flows. It's their point-and-click version of coding. You don't have to be a coder to create essentially what a developer would have to normally, which is a great feature, but it could still be improved upon."
"An area for improvement would be the ease of configuration."
"I would like to see more integration on a mobile platform in the next release."
"While it is already user-friendly, a slight enhancement in UI design, especially in terms of color combinations, could make the platform more visually appealing and comfortable to use."
"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."
"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."
"In the next release, I would like to see personalization of information about customers or specific businesses or opportunities."
Salesforce Sales Cloud is ranked 3rd in CRM with 94 reviews while SugarCRM Platform is ranked 29th in CRM with 11 reviews. Salesforce Sales Cloud is rated 8.4, while SugarCRM Platform is rated 7.0. The top reviewer of Salesforce Sales Cloud writes "Vast, configurable, and offers great ROI". On the other hand, the top reviewer of SugarCRM Platform writes "User-friendly and allows for creating your own modules". Salesforce Sales Cloud is most compared with Microsoft Dynamics CRM, SAP CRM, Oracle E-Business Suite, SAP ERP and IQVIA Orchestrated Customer Engagement, whereas SugarCRM Platform is most compared with . See our Salesforce Sales Cloud vs. SugarCRM Platform report.
See our list of best CRM vendors and best Sales Force Automation vendors.
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.
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