SugarCRM, San Francisco, California, United States: The SugarCRM Platform

Written answers to the questions

The latest release of the SugarCRM Platform (version 13.3) became generally available in January 2024.

Sugar Market, Sugar Serve, and Sugar Sell are integral components of Sugar’s comprehensive CRM solution – a platform powered by advanced AI and user-friendly interfaces. Sugar Market focuses on automating and optimizing marketing efforts, enabling businesses to create targeted campaigns and track their effectiveness. Sugar Serve is dedicated to customer service, providing tools for efficient issue resolution, and enhancing customer support. Sugar Sell is its flagship sales automation platform, streamlining the sales process and providing sales teams with the insights they need to close deals effectively. Together, these solutions break down the silos that often exist within a business, ensuring a cohesive and efficient approach to customer relationship management and customer success.

Sugar has been at the forefront of harnessing artificial intelligence (AI), machine learning (ML), and predictive analytics to automate anything, accelerate everything, and anticipate what’s next. And now, it is integrating generative AI into its platform for breakthrough productivity and improvements. 

Additional innovations include verticalized capabilities, notably to support the robust and complex customer engagement needs of manufacturers. Sugar is an industrial-grade CRM that automates anything, accelerates everything, and anticipates what’s next. The flexible and powerful platform does the work to power modern marketing, sales, and service for manufacturers. Creative Foam is the latest manufacturer that is gaining significant competitive advantage with Sugar. For over 50 years, Creative Foam’s expertise in automotive foams, nonwovens, adhesives, and healthcare solutions has helped engineers at the world’s leading companies continually implement quieter, stronger, lighter, and safer products. Sugar’s all-in-one CRM platform and advanced sales automation solution is helping the company drive business growth every day. To date, the company has increased its business per vehicle by 14%, grown its sales pipeline by 42% since implementation, and exceeded its sales goal by 44% in its most recent fiscal year.

A new strategic partnership with SYSPRO emphasizes Sugar’s focus on enhancing the synergy between CRM and ERP solutions to bridge the divide between the front and back office, helping to transform intricate ERP data into actionable insights for sales, marketing, and customer service teams. 

Additional strategic partnerships – including sales-i for predictive B2B sales intelligence, and Mobileforce to support field service management and integrated quote-to-cash sales execution – further demonstrate Sugar’s commitment to strategically align to mid-market industrial buyer demands, are easy-to-use, and which enable time-to-value, efficiency, and productivity.

Dubbed “the world’s most loved CRM platform” by ValiantCEO, Sugar has helped thousands of companies in over 120 countries boost productivity, fuel business growth, and achieve high-definition CX to engage customers in the moments that matter.

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SugarCRM is a challenger brand in the multi-billion-dollar CRM sector. Sugar’s cloud-based low-code/no-code CRM platform targets high-growth midmarket companies that often lack the in-house technical expertise/support of larger companies but know that winning is about mixing a killer product and innovative service with an effortless customer experience.

Sugar is incorporating generative AI into its platform to supercharge sales, marketing, and customer service. Newfound “out-of-the-box’ productivity gains do the work to empower teams to deliver exceptional experiences while helping them to work faster and smarter in the following ways:

Generative AI for Sales dramatically enhances sales productivity and effectiveness by composing personalized and compelling emails and sales copy, data-driven and persuasive ready-made call scripts, and sales proposals infused with real-time customer intelligence.  

Generative AI for Marketing takes marketing automation and personalization to the next level, maximizing impact through creation of ultra-relevant, personalized marketing campaigns, landing pages and emails, automatic translation, and smarter segmentation.

Generative AI for Customer Service accelerates knowledge and value exchange by summarizing case history and service tickets, creates personalized user guides and product documentation, and enables agents and customers to quickly find answers and resolve issues.

This comes on the heels of adding digital self-service capabilities to the platform to enable digital engagement across the entire customer journey, helping B2B sellers keep pace with customer demands. Sugar’s vision to expand digital self-service goes beyond traditional customer service and support and throughout the entire customer journey including the advent of deal room scenarios, online contract negotiations, collaboration with channel partners, and easy access to all relevant business documents and transactions.

A key Sugar value proposition has always been the platform’s notable extensibility. 

End-users are benefitting from Sugar’s dedication to supporting deeper ERP and CRM data integration via single platform that gives teams the ability to do “whitespace analysis” and discover hidden up-sell, cross-sell, link-sell and switch-sell products and services more effectively.

Sugar’s new partnership with sales-i delivers key capabilities to improve B2B sales performance within the manufacturing, wholesale, and distribution sectors via enhanced customer insights, analytics, and intelligence powered by AI and ML.

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Organizations are achieving breakthrough business outcomes with Sugar:

• Also-Shaam enhanced opportunity close rates by 61% while achieving up to 600 hours of time savings in marketing and sales efforts to forecast customer needs.
• Casabaca Toyota implemented a digital sales funnel and now converts 3% more leads, while creating loyal customers. In addition to launching an appraisal system within Sugar for used cars, generating a 70% increase in the number of cars appraised and increasing conversion rate from offer-to-buy by 5% in the first two months of implementation.
• Empresas ADOC improved customer service quality and customer retention, reduced customer churn while establishing its “Puntos ADOC” loyalty program that attracted over 600K members, representing +20% of total sales.
• Funds2Orgs freed up 50% of sales professionals’ time by automating lead emails, tracking inventory and fundraiser status, and simplifying workflows across teams. 
• FSIoffice achieved 40% improved sales efficiency with AI-powered sales automation and B2B sales intelligence.
• Neenah Paper improved average marketing campaign open rate from 25 to 30% and its click-through rate from 12 to 15% - above industry average rates.

• Reusable Transport Packaging improved its bottom line, unified customer data, streamlined processes, and increased sales efficiency, resulting in a 20% revenue growth YOY.
• rfxcel increased accuracy of its sales forecasting - 7 times out of 10 SugarPredict accurately predicts that a sales opportunity is “more likely” to be won.
• Super General Company increased the number of cases per technician by up to 26% due to increased efficiency and workload management, and 10% increase in first-time fix rates.
• Tax Saving Professionals accelerated marketing campaign creation 10x, while reducing marketing workload.
• The Joint Corp. achieved a 40% increase in web transaction speed.
• The Swedish Institute increased lead volume by +31% and boasts a best-in-class 40-50% open rate on marketing emails.

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Sugar is creating a different kind of CRM that lets the platform do the work, as validated by third-party industry analysts and experts in the CRM sector.

In a report by Nucleus Research (impartial/non-vendor sponsored), compared to Salesforce, Sugar users can lower TCO by up to 32% while delivering similar functionality. These benefits translate to faster time to value and improved ROI. Nucleus analyzed 37 SugarCRM customers and found those opted for Sugar in lieu of Salesforce for: Overall ease of use, higher levels of customer support, a single ecosystem for sales/service/marketing, and access to a strong third-party marketplace.

Additional industry analyst accolades include Sugar being named:

• Winner - CRM Watchlist - Paul Greenberg, President of The 56 Group, LLC
• Leader - CRM Technology Value Matrix - Nucleus Research (third-year running)
• Hot Company – “Hot Companies to Watch in 2023” - Nucleus Research
• Exemplary - 2023 Customer Experience Management Value Index - Ventana Research
• Winner - 2023 ROI Awards - Nucleus Research
• Leading Vendor - ShortList for Sales Force Automation - Constellation Research
• Challenger - 2022 Magic Quadrant for Sales Force Automation Platforms – Gartner, Inc. 

Sugar customers are also recognizing the company’s excellence. With a Net Promoter Score of 90+, customer satisfaction for Sugar is far above industry average for SaaS/CRM solutions.

Sugar celebrated its thriving user community milestone: 10,000 SugarClub members worldwide and continues to rank a midmarket leader for CRM by G2. Customer reviews on G2 point to Sugar as the choice for “flexible, easy-to-use and customizable CRM.