Salesforce Service Cloud and SugarCRM Platform are significant players in the CRM space, with Salesforce often leading due to its robust feature set and strong support, while SugarCRM's affordability and flexibility make it appealing to smaller organizations.
Features: Salesforce Service Cloud includes comprehensive case management, omni-channel routing, and seamless integration capabilities, offering high customization and automated upgrades. SugarCRM Platform is praised for its customizable fields and layouts, ease of use, and the flexibility to create tailored modules, making it versatile for unique business needs.
Room for Improvement: Salesforce Service Cloud could enhance its email integration with Outlook, improve the mobile app experience, and offer better reporting tools. SugarCRM faces calls for a more modern user interface, faster resolution of deployment glitches, and increased deployment flexibility.
Ease of Deployment and Customer Service: Salesforce Service Cloud leverages public cloud services, praised for flexibility and excellent customer support. SugarCRM offers both cloud and on-premises options, noted for responsive and effective customer service, providing control over deployment.
Pricing and ROI: Salesforce Service Cloud's pricing is based on user licenses and regarded as costly; however, it delivers a strong ROI through enhanced operational efficiency. SugarCRM offers a more cost-effective pricing model suitable for small businesses, although it may lack some advanced features, its flexibility and affordability are key advantages.
| Product | Market Share (%) |
|---|---|
| Salesforce Service Cloud | 11.1% |
| SugarCRM Platform | 3.1% |
| Other | 85.8% |
| Company Size | Count |
|---|---|
| Small Business | 20 |
| Midsize Enterprise | 13 |
| Large Enterprise | 24 |
| Company Size | Count |
|---|---|
| Small Business | 9 |
| Midsize Enterprise | 2 |
| Large Enterprise | 3 |
Service Cloud is fully customizable support and help desk that provide faster, smarter service that will increase loyalty, retention, and satisfaction. From call-center software to self-service portals, our service solutions enhance your customer service with more responsive, more intuitive, more flexible support that anticipates customer needs.
SugarCRM is a versatile CRM solution that facilitates communication and organization within a company. Its primary use case includes call and comment logging, account relation, customer detail storage, verification handling, transaction tracking, marketing material management, and payment transaction handling. The most valuable functionalities include customizable exports of graphics, statuses, complaints, and tasks, as well as its scalability, stability, and low cost. It integrates well with Jira and can be easily configured. The platform improves efficiency, productivity, collaboration, communication, and coordination within organizations, while also providing valuable insights and data analytics for informed decision-making.
We monitor all CRM Customer Engagement Centers 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.
