Salesforce Service Cloud vs SugarCRM Platform comparison

Salesforce and SugarCRM are both solutions in the CRM Customer Engagement Centers category. Salesforce is ranked #2 with an average rating of 8.4, while SugarCRM is ranked #8 with an average rating of 8.5. Salesforce holds a 16.6% mindshare in CCEC, compared to SugarCRM’s 2.2% 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

1,624 Views
568 Comparison Views

96% willing to recommend

SugarCRM Platform

Read 12 SugarCRM Platform reviews

553 Views
122 Comparison Views

50% willing to recommend

Salesforce Service Cloud

SugarCRM Platform

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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: July 2025).

Buyer's Guide

Salesforce Service Cloud vs. SugarCRM Platform

July 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

2nd

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 (23rd), Marketing Automation (8th), Sales Force Automation (5th)

Mindshare comparison

As of August 2025, in the CRM Customer Engagement Centers category, the mindshare of Salesforce Service Cloud is 16.6%, down from 17.1% compared to the previous year. The mindshare of SugarCRM Platform is 2.2%, down from 2.3% compared to the previous year. It is calculated based on PeerSpot user engagement data.

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

"It is a stable product."

"We used Salesforce Service Cloud for CRM (customer relationship management) cases and general sales cases."

"The solution is a great product. It's hosted on a platform that offers various features, such as email, social media, phone calls, and chatbots. You can connect with customers through any of these channels."

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

"The strength lies in its ability to work cohesively with other systems, creating a centralized hub that enhances efficiency and collaboration across various functionalities within our organization."

"There is an out-of-the-box feature for reporting and analytics"

"The interface is quite user-friendly."

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

More Salesforce Service Cloud pros

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

"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."

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

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

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

Cons

"The integrations with other solutions can be improved."

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

"Salesforce Service Cloud should work more on the resolution side. Once a case is raised and activities are tracked, at the time of closure, they could make it more simple."

"Knowledge Management platform could use some intelligence improvements. Data mining techniques for recommending the most relevant knowledge articles would be beneficial. Currently, that selection process is more administrative. AI could be used here."

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

"The solution’s user interface could be improved and enhanced."

"I would like to add some bot features."

"The pricing of the solution can be made cheaper."

More Salesforce Service Cloud cons

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

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

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

"It lacks customization, and this is the main reason that we are switching to a different solution."

"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."

Pricing and Cost Advice

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

"The tool is pretty 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 is very cost-effective."

"Salesforce Service Cloud is a highly expensive solution"

"The price is too expensive."

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

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%

Manufacturing Company

10%

Performing Arts

Computer Software Company

Engineering Company

20%

Computer Software Company

Manufacturing Company

Retailer

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

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...

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Comparisons

Microsoft Dynamics CRM vs Salesforce Service Cloud

Compared 19% of the time

ServiceNow vs Salesforce Service Cloud

Compared 15% of the time

JIRA Service Management vs Salesforce Service Cloud

Compared 7% of the time

Pega CRM vs Salesforce Service Cloud

Compared 7% of the time

Oracle Fusion Service vs Salesforce Service Cloud

Compared 6% of the time

More Salesforce Service Cloud Competitors

Zoho CRM vs SugarCRM Platform

Compared 100% of the time

More SugarCRM Platform Competitors

Product Reports

Buyer's Guide

Salesforce Service Cloud

July 2025

Download Salesforce Service Cloud product report

Buyer's Guide

SugarCRM Platform

July 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

July 2025

Free Report: Salesforce Service Cloud vs. SugarCRM Platform

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