Service Creatio vs SugarCRM Platform comparison

Creatio and SugarCRM are both solutions in the CRM Customer Engagement Centers category. Creatio is ranked #9 with an average rating of 9.0, while SugarCRM is ranked #11 with an average rating of 7.0. Creatio holds a 2.9% mindshare in CCEC, compared to SugarCRM’s 3.1% mindshare. Additionally, 100% of Creatio users are willing to recommend the solution, compared to 50% of SugarCRM users who would recommend it.

Service Creatio

Read 3 Service Creatio reviews

602 Views
175 Comparison Views

100% willing to recommend

SugarCRM Platform

Read 12 SugarCRM Platform reviews

1,298 Views
195 Comparison Views

50% willing to recommend

Service Creatio

SugarCRM Platform

Comparison Buyer's Guide

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Executive SummaryUpdated on Jun 29, 2025

SugarCRM Platform and Service Creatio are competing CRM solutions. Service Creatio may hold an advantage with its extensive feature set and process management tools, although SugarCRM provides attractive pricing and support options.

Features: SugarCRM Platform offers customization options, sales automation, and marketing tools. Service Creatio provides process automation, low-code customization, and more advanced process management tools.

Ease of Deployment and Customer Service: Service Creatio features a streamlined cloud deployment model and superior customer service for quick integration, while SugarCRM offers flexibility with cloud and on-premise options but lower service responsiveness.

Pricing and ROI: SugarCRM Platform attracts budget-conscious buyers with competitive pricing and low setup costs. Service Creatio, despite higher initial costs, offers a better ROI through its extensive feature set and enhanced business process productivity.

To learn more, read our detailed Service Creatio vs. SugarCRM Platform Report (Updated: December 2025).

Buyer's Guide

Service Creatio vs. SugarCRM Platform

December 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

Service Creatio

Ranking in CRM Customer Engagement Centers

9th

Average Rating

9.0

Reviews Sentiment

7.6

Number of Reviews

Ranking in other categories

Customer Experience Management (11th)

SugarCRM Platform

Ranking in CRM Customer Engagement Centers

11th

Average Rating

7.0

Reviews Sentiment

6.4

Number of Reviews

Ranking in other categories

CRM (25th), Marketing Automation (10th), Sales Force Automation (6th)

Mindshare comparison

As of January 2026, in the CRM Customer Engagement Centers category, the mindshare of Service Creatio is 2.9%, up from 1.1% compared to the previous year. The mindshare of SugarCRM Platform is 3.1%, up from 2.2% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM Customer Engagement Centers Market Share Distribution
Product	Market Share (%)
Service Creatio	2.9%
SugarCRM Platform	3.1%
Other	94.0%

CRM Customer Engagement Centers

Featured Reviews

Julio Falcon

IT-Director (CTO) at No Code Services

Customization and process automation enhance support operations, but interface consistency could improve

At this time, there is not specifically something to improve regarding Service Creatio, but a couple of years ago, Creatio started developing a new version called Freedom UI with new interfaces. The new interfaces are amazing, but we still have some features in Classic UI that we cannot use in Freedom UI. What we miss is having all features in Classic available in Freedom. Creatio works every three months to release new features, but they are taking too much time to make all those features available. We could use more time. There are a lot of business rules we can use in Classic UI, but we cannot use many of those business rules in the Freedom UI because of the different interfaces. We miss several kinds of business rules or conditions that we could use in the design of the application or interfaces to the customer. For instance, I had a feature to introduce a formula graphically, but I can only use very basic formulas in the latest release. In Classic UI, we have powerful formulas, but in Freedom UI, I am limited to direct files from the current screen. The only thing I miss is having all the features from Classic UI available in Freedom UI. For instance, managing duplicated records is a feature that we can easily use in Classic UI, but in Freedom UI I cannot merge contacts to resolve duplicates, which is not available yet.

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reviewer1345677

Senior Manager / IT Planning & Architecture Services at a comms service provider with 10,001+ employees

Easily customizable, automation enhances the marketing campaigns but support is the main hiccup for us

It has been effective in managing customer relationships. It has sales email campaigns, plus integration with Active Directory. And there are centralized reports for the CEO and the general managers. We work with automation for these marketing and email campaigns. It sends out emails to prospective customers related to sales offers automatically. And it copies the sales team so that they can follow up. They are tracking the sales leads. So, the automation within SugarCRM enhances the marketing campaigns. For now, my work is done because I am the IT strategy and planning manager. I just try to deliver the solution according to the requirements of the business. From my side, it's implemented already, the requirement related to the sales funnel. But if they have any other requirement from the business side, they will submit it to me, and then I will look for a suitable solution.

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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

"Service Creatio is a great tool in process automation."

"You can draw a video map or draw on a piece of paper and put it in creation using the designer tool."

"Our customers have seen value and efficiency using this solution."

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

"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."

Cons

"Despite me telling them that Service Creatio has many certifications to protect data, they chose on-premise, which has created issues, as they must be responsible for updates, upgrades, and new releases."

"The customer self-portal is not good. Service Creatio has a special capability for external customers and users to access the web portal, but we had to use third-party solutions developed by us."

"The return material authorization should utilize no-code or low-code."

"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."

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

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

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

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

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

Pricing and Cost Advice

Information not available

"Licensing fees are paid on a yearly basis."

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Top Industries

By visitors reading reviews

No data available

Engineering Company

16%

Manufacturing Company

13%

Computer Software Company

10%

Retailer

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

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

Questions from the Community

What do you like most about Service Creatio?

You can draw a video map or draw on a piece of paper and put it in creation using the designer tool.

See all answers

What needs improvement with Service Creatio?

See all answers

What advice do you have for others considering Service Creatio?

My advice for those looking to use Service Creatio is to have a clear understanding of what they need to solve with the tool. Many companies lack professionals who understand the requirements to im...

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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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What advice do you have for others considering Sugar Enterprise?

To start with, SugarCRM is a very good platform. It's easy to implement and easily customizable. Might be later when you want to scale, then I would recommend Salesforce. Overall, I would rate it a...

See all answers

Comparisons

Salesforce Sales Cloud vs Service Creatio

Compared 33% of the time

Zendesk vs Service Creatio

Compared 23% of the time

Microsoft Dynamics CRM vs Service Creatio

Compared 16% of the time

IFS Cloud Platform vs Service Creatio

Compared 14% of the time

Freshdesk vs Service Creatio

Compared 13% of the time

More Service Creatio Competitors

Oracle CRM vs SugarCRM Platform

Compared 16% of the time

Vtiger CRM vs SugarCRM Platform

Compared 14% of the time

Microsoft Dynamics CRM vs SugarCRM Platform

Compared 13% of the time

Zoho CRM vs SugarCRM Platform

Compared 12% of the time

Oracle CRM OnDemand Sales vs SugarCRM Platform

Compared 11% of the time

More SugarCRM Platform Competitors

Product Reports

Buyer's Guide

CRM Customer Engagement Centers

January 2026

Download Service Creatio product report

Buyer's Guide

SugarCRM Platform

December 2025

Download SugarCRM Platform product report

Also Known As

bpm’online customer service, bpm’online service enterprise

No data available

Overview

Intelligent service management platform to accelerate service delivery and customer delight

Service Creatio offers out-of-the-box processes based on industry best practices for medium and large organizations. Manage customer requests and automate service operations by following pre-defined processes for customer care excellence. Creatio recognized in Gartner 2016 Magic Quadrant for the CRM Customer Engagement Center, as well listed in Five Categories of The Gartner CRM Vendor Guide 2016 (SFA, Partner Relationship Management, Inside Sales and Customer Service Software).

Creatio

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

Health e(fx), People 2.0, Citilink, Dealer eProcess (DEP)

Redglaze Group, TengoInternet, Hilco, Bancvue, Vet Adivsor

Buyer's Guide

Service Creatio vs. SugarCRM Platform

December 2025

Free Report: Service Creatio vs. SugarCRM Platform

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