Salesforce Service Cloud vs SugarCRM Platform comparison

Salesforce and SugarCRM are both solutions in the CRM Customer Engagement Centers category. Salesforce is ranked #1 with an average rating of 8.3, while SugarCRM is ranked #8 with an average rating of 8.5. Salesforce holds a 14.2% mindshare in CCEC, compared to SugarCRM’s 2.5% mindshare. Additionally, 96% of Salesforce users are willing to recommend the solution, compared to 50% of SugarCRM users who would recommend it.

Salesforce Service Cloud

Read 55 Salesforce Service Cloud reviews

1,986 Views
715 Comparison Views

96% willing to recommend

SugarCRM Platform

Read 12 SugarCRM Platform reviews

766 Views
138 Comparison Views

50% willing to recommend

Salesforce Service Cloud

SugarCRM Platform

Comparison Buyer's Guide

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Executive SummaryUpdated on Jun 29, 2025

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.

To learn more, read our detailed Salesforce Service Cloud vs. SugarCRM Platform Report (Updated: September 2025).

Buyer's Guide

Salesforce Service Cloud vs. SugarCRM Platform

September 2025

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Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

Salesforce Service Cloud

Ranking in CRM Customer Engagement Centers

1st

Average Rating

8.4

Reviews Sentiment

6.9

Number of Reviews

Ranking in other categories

Help Desk Software (4th), Knowledge Management Software (3rd), IT Alerting and Incident Management (6th)

SugarCRM Platform

Ranking in CRM Customer Engagement Centers

8th

Average Rating

7.0

Reviews Sentiment

6.4

Number of Reviews

Ranking in other categories

CRM (24th), Marketing Automation (9th), Sales Force Automation (6th)

Mindshare comparison

As of October 2025, in the CRM Customer Engagement Centers category, the mindshare of Salesforce Service Cloud is 14.2%, down from 18.2% compared to the previous year. The mindshare of SugarCRM Platform is 2.5%, down from 2.8% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM Customer Engagement Centers Market Share Distribution
Product	Market Share (%)
Salesforce Service Cloud	14.2%
SugarCRM Platform	2.5%
Other	83.3%

CRM Customer Engagement Centers

Featured Reviews

MARIA PILAR CANDA

Assosiate Partner at Autana Business Partners

Improved customer service and post-sales support saves time

The solution could be more affordable as it's quite expensive for some organizations, particularly middle-sized companies. Additionally, finding technical talent for improving the solution is challenging. Configuring Flows in Salesforce Service Cloud is very difficult. There are very few technical people in the market capable of implementing all the flows that clients need at this moment. It's primarily a matter of talent limitation, and flow is the technical mechanism of Salesforce Service Cloud for process automation. In general, while they have the knowledge and help solve problems, finding the right person to address specific issues is very challenging.

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Styliana Araouzou

Senior Operations Analyst at Etoro

Customizable, easy to configure, and reliable

My company is considered a customer and an end-user. I'm not sure which version of the solution we're using right now. It's a company that offers lots of user manuals and you can find most of your stuff there before starting development. I'd advise potential new users to go through everything. I would rate the solution an eight out of ten. By default, it comes with a really good model where you can start working with it without having a lot of developers in your team. It's a system that includes everything related to the client and you can see everything under one screen without having a different product or system. It's been great, for the most part.

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"The instant input of feedback into the CRM systems by case management is one of the impactful features"

"The plug-ins that work with other standard systems have made the product industry-ready."

"It integrates with all our platforms, providing a comprehensive view of the customer."

"It's a cloud tool, so it is easy to set up."

"Salesforce Service Cloud is a user-friendly and flexible CRM tool that provides good accessibility and security."

"With Salesforce Service Cloud, customers can have end-to-end visibility from inquiry to delivery."

"Salesforce Service Cloud offers several notable features. It includes robust case routing, escalation capabilities, entitlement mapping, and entanglement rules. Additionally, it supports Computer Telephone Integration (CTI), which allows for automatic case generation when a call is made to a designated number."

"We are very happy with the support team from Salesforce."

More Salesforce Service Cloud pros

"It has sales email campaigns, plus integration with Active Directory."

"The most valuable features of the SugarCRM platform include its flexibility in customizing fields, layouts, and dashboards."

"The most valuable aspect of this solution is its low cost."

"The most valuable feature is relation capability, which allows us to relay customers with invoice orders."

"It works well with Jira. You can customize it to fit your needs."

"The most valuable features of Sugar Enterprise are the exports of graphics, statuses, complaints, and tasks."

Cons

"It is kind of a struggle to get a report that shows something you want it to show."

"The pricing of Salesforce Service Cloud is expensive compared to other solutions like our current SAP CRM, which is much cheaper."

"We've started using a couple of AI engines. I believe there's room for improvement there. For instance, when an agent receives a message like "My order is stuck midway, and the delivery guy isn't responding," there should be a pre-populated recommended response on the agent's screen. Instead of crafting a custom reply or searching through knowledge articles to find the delivery guy's contact, this should be the process."

"I'm not deeply engaged with this team, so I don't have extensive experience with it. As you mentioned, I haven't used it much yet, so my experience is limited."

"Reporting could be improved."

"The documentation could be improved."

"The support team is limited and does not typically go above and beyond like some companies. Unless you have premium support, assistance is restricted."

"The governor limits are a troubling feature of Salesforce"

More Salesforce Service Cloud cons

"In the next release, I would like to see personalization of information about customers or specific businesses or opportunities."

"I would appreciate it if SugarCRM could support us in on-premise implementation."

"You cannot include all your entities under one instance at the moment."

"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."

"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."

"I would like to see more integration on a mobile platform in the next release."

Pricing and Cost Advice

"Salesforce Service Cloud is a bit expensive."

"We pay a yearly licensing fee for Salesforce Service Cloud, which is expensive."

"Only enterprise businesses can afford the solution, and small companies cannot afford it."

"I believe that in our country, Colombia, we utilize this platform for the Latin American region. In terms of expenses, it's somewhat higher compared to other products. I would rate it as expensive and nine out of ten."

"Salesforce Service Cloud is a highly expensive solution"

"Salesforce is very cost-effective."

"Salesforce is not a cheap product. It can be expensive."

"The solution is priced at 50 dollars a month per user."

More Salesforce Service Cloud pricing and cost advice

"Licensing fees are paid on a yearly basis."

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Top Industries

By visitors reading reviews

Financial Services Firm

15%

Performing Arts

Computer Software Company

Manufacturing Company

Engineering Company

20%

Manufacturing Company

Computer Software Company

Retailer

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	19
Midsize Enterprise	13
Large Enterprise	24

By reviewers
Company Size	Count
Small Business	9
Midsize Enterprise	2
Large Enterprise	3

Questions from the Community

What is your experience regarding pricing and costs for Salesforce Service Cloud?

The approximate licensing costs for Salesforce Service Cloud are around three hundred dollars a year per user.

See all answers

What needs improvement with Salesforce Service Cloud?

See all answers

What is your primary use case for Salesforce Service Cloud?

We have many clients with Salesforce Service Cloud and numerous use cases. The main use is in the sales area rather than the marketing area. We utilize it for customer service and customer post-sal...

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What do you like most about Sugar Enterprise?

The most valuable features of the SugarCRM platform include its flexibility in customizing fields, layouts, and dashboards.

See all answers

What is your experience regarding pricing and costs for Sugar Enterprise?

All are almost the same pricing. Maybe the cheapest is Salesforce, I believe.

See all answers

What needs improvement with Sugar Enterprise?

The only challenge was that we implemented it in our on-premise data center instead of using it in the cloud. That was a little bit of a challenge. But it was overcome with the help of SugarCRM com...

See all answers

Comparisons

Microsoft Dynamics CRM vs Salesforce Service Cloud

Compared 25% of the time

ServiceNow vs Salesforce Service Cloud

Compared 14% of the time

JIRA Service Management vs Salesforce Service Cloud

Compared 7% of the time

Pega CRM vs Salesforce Service Cloud

Compared 6% of the time

Oracle Fusion Service vs Salesforce Service Cloud

Compared 5% of the time

More Salesforce Service Cloud Competitors

Oracle CRM vs SugarCRM Platform

Compared 50% of the time

Zoho CRM vs SugarCRM Platform

Compared 50% of the time

More SugarCRM Platform Competitors

Product Reports

Buyer's Guide

Salesforce Service Cloud

September 2025

Download Salesforce Service Cloud product report

Buyer's Guide

SugarCRM Platform

September 2025

Download SugarCRM Platform product report

Also Known As

Service Cloud

No data available

Overview

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.

Salesforce

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.

SugarCRM

Sample Customers

Stanley Black & Decker, Coca-Cola, Activision, Wells Fargo, Spotify, Aldo, Philips, The Red Cross, Blue Shield of California, Sprouts Farmers Market, Direct Energy Solar, Inspirato, Kiva

Redglaze Group, TengoInternet, Hilco, Bancvue, Vet Adivsor

Buyer's Guide

Salesforce Service Cloud vs. SugarCRM Platform

September 2025

Free Report: Salesforce Service Cloud vs. SugarCRM Platform

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