SugarCRM is a commercial open source Customer Relationship Management software that is designed to meet all the CRM requirements of organizations. It is developed using PHP and is available in both free and commercial editions.
Sugar Open Source is the free edition of SugarCRM and is best suited for small organizations having a lesser number of users.
It provides basic CRM functionalities such as lead tracking, sales management, project management, issue tracking etc.
The commercial editions of SugarCRM are ideal for medium and large scale organizations where the number of users is large. It is available in two versions, Sugar Professional and Sugar Enterprise, which provide additional features over and above the basic CRM functionalities. Sugar Professional includes features such as integration with Microsoft Outlook, sales forecasting, document management, access control, multiple deployment options etc. Sugar Enterprise includes features such as SQL reporting, offline client synchronization, support for Oracle 9i and 10g etc and is ideal for organizations having a large number of users.
Various plug-ins and components available through the SugarCRM support group - Sugar Network - can be easily integrated with the Sugar Open Source and Professional editions enabling them to be upgraded to the Sugar Enterprise edition.
Sugar Professional and Enterprise editions can be deployed in multiple modes, depending on various factors such as organization size, IT infrastructure and resources etc. In situations where organizations do not have the resources and infrastructure to manage the SugarCRM solution, Icreon offers to host and maintain the application on our servers. For clients who require the freedom to manage their SugarCRM application, we suggest the client-site mode of deployment wherein we customize and develop the solution as per the requirements and implement it at the client site.
SugarCRM is a feature-rich application that enables organizations to automate activities related to customers and customer relationships in a more organized manner. The features of SugarCRM include the following:
- Customer Support:
- Managers can view details of all customer interactions and can monitor and track customer issues and effectiveness of the responses to the same. Bug and issue escalation features are built into the solution.
- Sales Management:
- Managers can store, track and share sales data across the organization. The sales management module includes features to track and manage sales leads, opportunities and deal progress resulting in increased productivity. It includes options to store and view details of customers thereby improving the up-selling and cross-selling opportunities. Sales managers can define teams, assign sales leads and analyze and monitor the effectiveness of the teams.
- Marketing Management:
- Managers can create and track multiple marketing campaigns. They can capture leads generated from the campaigns, categorize them according to various attributes and assign them to sales representatives
- Detailed statistical reports can be generating enabling the effective monitoring of activities and performance. Reports can be drilled down to view a detailed analysis. Provides support for real time analysis of performances, in the form of reports, charts and graphs.
Additionally, SugarCRM includes the following features and functionalities:
Provides support for multiple languages
Sugar Studio the administration module of SugarCRM can be used to perform system maintenance and administration tasks such as defining workflows, alerts, customizing form fields etc
Provides extensive document management functionalities enabling the creation of a centralized document repository wherein users can store, organize and share documents
Safety and security features allow the creation of different access levels and user roles in order to restrict access
SugarCRM includes integrated RSS feeds enabling users to specify the content they wish to view
Provides support for offline synchronization where users can work offline and update the data in the system when they logon to the network
Users can set their preferences an customize the display and layout of various interfaces in the application
Discussion Forums can be integrated with the solution enabling users to easily share and exchange information on any topic
Includes plug-ins for Microsoft Word enabling the SugarCRM data to be accessed and used in letters etc