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Sugar Sell vs Freshworks CRM

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Our analysts compared Sugar Sell vs Freshworks CRM based on data from our 400+ point analysis of CRM Software, user reviews and our own crowdsourced data from our free software selection platform.

Overview Pricing Benefits & Features Analyst Ratings Comparison Charts User Ratings Analyst Summary Screenshots
Sugar Sell Software Tool
SelectHub Award Winner
Freshworks CRM Software Tool
SelectHub Award Winner
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Product Basics

Analyst Rating

79 Detailed Analysis

User Sentiment

Good User Sentiment (1113 Reviews)

Analyst Rating

we're gathering data
Detailed Analysis

User Sentiment

Excellent User Sentiment (19 Reviews)
Sugar Sell, formerly SugarCRM, is a sales automation solution suitable for small, medium and large businesses. It offers contact, call and email management, dashboards, reporting, integrations, customer journey management, sales forecasting, and business process management (BPM) capabilities.

It consolidates customer data into a central location for sales professionals to gain visibility into the conversations, actions and emails related to each contact or account. Cloud deployment is available, and on-premise deployment comes with the Sugar Enterprise edition.
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Freshworks CRM is a comprehensive software solution designed to streamline customer relationship management tasks. It is particularly well-suited for small to medium-sized businesses seeking to enhance their sales processes and customer interactions. The platform offers a range of features, including lead management, contact management, email tracking, and workflow automation, which collectively help businesses manage their customer data more efficiently.

One of the standout benefits of Freshworks CRM is its user-friendly interface, which allows for easy navigation and quick adoption by teams. Users often highlight the software's robust reporting and analytics capabilities, which provide valuable insights into sales performance and customer behavior. Additionally, the integration with various third-party applications enhances its functionality, making it a versatile tool for diverse business needs.

In terms of pricing, Freshworks CRM offers several tiers, typically ranging from $9 to $59 per user per month, billed annually. This flexible pricing structure makes it accessible to businesses with varying budgets. Compared to similar products, users appreciate its affordability and the balance it strikes between cost and feature set, often noting its superior customer support and ease of use.

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E2B
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Product Assistance

Documentation
In Person
Live Online
Videos
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FAQ
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Knowledge Base
24/7 Live Support
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Product Insights

  • Act With Insight: Gather a broad range of social and business data using Sugar Hint, an add-on relationship intelligence tool. Gain insights for better decision-making and focus more on customer relationships. Anticipate customer needs and cross-sell or upsell prospects. 
  • Stay Informed: Keep up with every sales cycle process via real-time alerts delivered through email and in-app dashlets. Get notifications for new posts, comments and customer messages. Receive automatic email reminders for meetings and calls. 
  • Deliver Customer-Centric Experiences: Orchestrate and optimize the journey of each interested customer, with the option to create smaller journeys for specific events. Build stronger relationships and aid internal processes like account planning. Eliminate the need for IT support with easy-to-use templates. 
  • Improve Collaboration: Mention team members in posts, notes and comments to stay on the same page. Share announcements, attachments and updates and create groups. Add tags to filter, search and segment customer records for easy access. 
  • Automate Tasks: Increase productivity by using SugarBPM, a workflow tool to improve daily processes. Automatically route leads, send email notifications and approve quotes to increase efficiency. Put common processes and recurring, manual tasks on autopilot. 
  • Stay on Top of Customer Data: Gain real-time insights into metrics related to leads and accounts. Track sales performance, revenue, pipeline stages and more, enabling analysis that leads to informed decisions. 
  • Achieve a Complete Customer View: Seamlessly integrate with Sugar Market and Sugar Serve, offering an end-to-end system for meeting and managing customer needs at any point in their journey. 
  • Take Work Anywhere: Access data, communicate with teams and schedule appointments on the go. Update information offline and share the data once it automatically syncs when the internet is available. Filter, track and manage customer interactions with mobile-responsive designs. 
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  • Enhanced Customer Insights: Gain a deeper understanding of customer behavior and preferences through detailed analytics and reporting tools.
  • Improved Sales Efficiency: Automate repetitive tasks and streamline sales processes, allowing your team to focus on closing deals.
  • Seamless Integration: Connect with other essential business tools like email, calendars, and social media platforms to create a unified workflow.
  • Personalized Customer Engagement: Use segmentation and targeted communication to deliver personalized experiences that resonate with individual customers.
  • Real-Time Collaboration: Facilitate better teamwork with shared access to customer information and collaborative tools, ensuring everyone is on the same page.
  • Scalable Solutions: Adapt the CRM to grow with your business, offering flexible plans and features that can be customized to meet evolving needs.
  • Enhanced Data Security: Protect sensitive customer information with robust security measures and compliance with industry standards.
  • Increased Customer Retention: Utilize tools for tracking customer satisfaction and proactively addressing issues to foster long-term loyalty.
  • Actionable Insights: Leverage AI-driven analytics to uncover trends and make data-driven decisions that enhance business performance.
  • Cost Efficiency: Reduce operational costs by automating workflows and minimizing the need for manual data entry and management.
  • Mobile Accessibility: Access CRM features on-the-go with mobile apps, ensuring your team can work efficiently from anywhere.
  • Enhanced Lead Management: Track and nurture leads through the sales funnel with tools designed to optimize lead conversion rates.
  • Customizable Dashboards: Create personalized dashboards that display key metrics and insights relevant to your specific business needs.
  • Improved Customer Support: Provide timely and effective customer service with integrated support tools and ticketing systems.
  • Streamlined Marketing Campaigns: Plan, execute, and analyze marketing campaigns within the CRM to ensure cohesive and effective marketing strategies.
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  • Contact Management: Store customer data in a centralized and unified platform. View accounts, opportunities, deals, engagement, interactions, tickets and activities in a visual, comprehensible manner. 
  • Call Management: Assign contacts to representatives, take notes in a call pop-up window and record important calls for future reference. Schedule calls, set call reminders, send alerts for missed calls and assign tags to sort them into categories. 
  • Email Management: Send mass personalized emails using pre-built email templates. Get real-time notifications when a prospect opens a mail and follow up with reminders. Directly email from the platform and integrate with popular apps like Gmail and Outlook. 
  • Dashboards: Visualize customer data and measure sales teams’ performance. Generate interactive charts, create customized reports and apply filters to narrow down information. Use pre-built dashboards and share them in PDF format with team members. 
  • Customer Journey Management: Drive better customer experiences with industry-specific templates that provide the most relevant journeys. 
    • Include a progression of activities in each stage, which can be calls, meetings or tasks. 
    • journeys for any object — leads, contacts, custom modules and more. 
  • Configuration and Customization: Tailor layouts, modules and plugins to match business needs. 
    • Create custom branded emails, landing pages and live support that incorporate the company logo, default colors and other information. 
    • Configure the Sugar homepage to display multiple dashlets, which provide a view of the most important metrics in several visual formats. 
  • Sales Forecasting: Businesses can: 
    • Use past revenue to determine best-case and worst-case sales predictions.
    • View sales quotas across multiple levels, including individuals, teams or the entire organization.
    • Customize options to handle complex sales cycles and situations like staggered or recurring purchases.
  • Native Mobile App: Work on phones or tablets when out of the office. Engage customers with click-to-call, click-to-text, filters, dynamic search and GPS mapping. Access key data without a network connection using offline sync features. 
  • Third-Party Integrations: Integrate with many popular Google apps (including Gmail, Docs, Calendar, Contacts and Drive) as well as social media channels. Connect with accounting, eCommerce, ERP, helpdesk, marketing automation and Microsoft Office 365 platforms for additional functionalities. 
  • Sugar BPM: Build and apply automated business processes with a workflow engine based on BPMN standards. 
    • Easily design workflow routes and approvals of any complexity with a visual interface.
    • Quickly troubleshoot problems via audit and process monitoring tools.
    • Save snapshots of tasks and workflows using dashboards.
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  • Contact Management: Centralized repository for storing and managing customer information, including interaction history and social profiles.
  • Lead Scoring: Automated scoring system to prioritize leads based on their engagement and likelihood to convert.
  • Sales Pipeline Management: Visual representation of sales stages, allowing for easy tracking and management of deals through customizable pipelines.
  • Email Integration: Seamless integration with popular email services like Gmail and Outlook, enabling email tracking, scheduling, and template usage directly within the CRM.
  • Workflow Automation: Automate repetitive tasks and processes using a drag-and-drop interface to create custom workflows.
  • AI-Powered Insights: Freddy AI provides predictive analytics and actionable insights to help sales teams make data-driven decisions.
  • Customizable Dashboards: Tailor dashboards to display key metrics and performance indicators relevant to your business needs.
  • Mobile App: Access CRM functionalities on-the-go with a fully-featured mobile app available for both iOS and Android devices.
  • Collaboration Tools: Built-in features like team inboxes and shared calendars to enhance team collaboration and communication.
  • Reporting and Analytics: Generate detailed reports and analytics to monitor sales performance, track KPIs, and identify trends.
  • Third-Party Integrations: Integrate with a wide range of third-party applications such as Slack, Zapier, and QuickBooks to extend CRM capabilities.
  • Customer Support Module: Integrated support features including ticketing, knowledge base, and live chat to manage customer inquiries efficiently.
  • Territory Management: Define and manage sales territories to optimize resource allocation and improve sales coverage.
  • Custom Fields and Modules: Add custom fields and modules to tailor the CRM to your specific business requirements.
  • Data Import and Export: Easily import and export data in various formats to ensure seamless data migration and backup.
  • Security and Compliance: Robust security measures including role-based access control, data encryption, and compliance with GDPR and other regulations.
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Product Ranking

#16

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#265

among all
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Analyst Rating Summary

79
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87
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91
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100
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Analyst Ratings for Functional Requirements Customize This Data Customize This Data

Sugar Sell
Freshworks CRM
+ Add Product + Add Product
Account And Contact Management Communication Channels Dashboards And Reports Document Management Lead Management Mobile Capabilities Opportunity Management Partner Relationship Management Platform Capabilities Product Management Quotes, Orders, And Contracts Management Sales Performance Management Team Collaboration 87 91 100 100 85 93 100 0 84 100 98 64 83 0 25 50 75 100
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Analyst Ratings for Technical Requirements Customize This Data Customize This Data

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User Sentiment Summary

Good User Sentiment 1113 reviews
Excellent User Sentiment 19 reviews
75%
of users recommend this product

Sugar Sell has a 'good' User Satisfaction Rating of 75% when considering 1113 user reviews from 5 recognized software review sites.

100%
of users recommend this product

Freshworks CRM has a 'excellent' User Satisfaction Rating of 100% when considering 19 user reviews from 1 recognized software review sites.

5.0 (16)
5.0 (19)
3.7 (561)
n/a
3.8 (333)
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4.8 (9)
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3.7 (194)
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Awards

SelectHub research analysts have evaluated Sugar Sell and concluded it earns best-in-class honors for Document Management, Mobile Capabilities, Opportunity Management and Quotes, Orders, and Contracts Management.

Document Management Award
Mobile Capabilities Award
Opportunity Management Award
Quotes, Orders, and Contracts Management Award

Freshworks CRM stands above the rest by achieving an ‘Excellent’ rating as a User Favorite.

User Favorite Award

Synopsis of User Ratings and Reviews

Customizability: 74% of the reviewers referring to this feature felt the system is highly customizable.
Tracking: It’s easy to track leads, meetings and prospects, as observed by every reviewer who talked about this feature.
Data Visualization: The software has robust data visualization and reporting capabilities, as noted by every user who reviewed this aspect.
Integrations: 63% of the reviews on integrations mentioned they were adequate and helpful.
Follow-up: Every user who reviewed this element liked follow-up features and reminders.
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Ease of Use: Freshworks CRM is praised for its intuitive interface, making it easy for users to navigate and find the information they need. Many users find it simple to set up and customize, even for those without extensive CRM experience.
Affordable Pricing: Freshworks CRM offers a variety of pricing plans, making it accessible to businesses of all sizes. Users appreciate the value for money, especially compared to other CRM solutions.
Strong Customer Support: Freshworks CRM provides responsive and helpful customer support, both through online resources and direct contact. Users appreciate the quick resolution of issues and the availability of knowledgeable support staff.
Integration Capabilities: Freshworks CRM integrates seamlessly with a wide range of popular business applications, such as email marketing platforms, social media tools, and payment gateways. This allows users to streamline their workflows and manage all their customer interactions in one place.
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Workflows: 67% of the reviewers who mentioned this feature noted that it’s difficult to locate certain workflows and processes.
Slow Performance: The tool becomes slow when downloading data, updating files or performing other heavy tasks, as observed by every reviewer who discussed this aspect.
Interface: 80% of the reviews about this feature indicated that the interface looks outdated and needs improvement.
Too Many Features: 83% of the reviewers who referenced this aspect noted the solution has a lot of unnecessary features.
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Limited Customization: Some users have found the customization options to be limited, making it difficult to tailor the CRM to their specific business needs. For example, they may not be able to create custom fields or reports that are essential for their workflow.
Steep Learning Curve: The interface can be complex and overwhelming for new users, requiring significant time and effort to learn the system. This can be particularly challenging for smaller businesses with limited resources.
Integration Challenges: While Freshworks offers integrations with various third-party applications, some users have reported difficulties in setting up and maintaining these connections. This can lead to data inconsistencies and workflow disruptions.
Customer Support Issues: Some users have expressed dissatisfaction with the responsiveness and quality of customer support. They may experience long wait times or receive unhelpful responses to their inquiries.
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Suitable for small, medium and large businesses, Sugar Sell helps automate sales, email and marketing. It excels in capabilities such as customization, tracking, data visualization, follow up and reminders. It also provides robust dashboards and reporting tools.However, it takes a lot of time to run in certain instances, as noted by many reviewers. The solution’s interface looks outdated and needs an update. It also has too many features, which makes finding certain workflows and processes difficult. That said, it's a popular sales tool that facilitates complete customer lifecycle management, making it a good investment.

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Is Freshworks CRM actually refreshing, or does it leave a bad taste in your mouth? Recent user reviews paint a somewhat mixed picture. While many appreciate its user-friendly interface and affordability, some find its features less robust compared to competitors like Salesforce. For instance, users praise Freshworks CRM's intuitive layout, which makes navigating and managing contacts a breeze, especially for smaller businesses. However, larger enterprises might find its reporting and customization options limited. Its value for money is a major plus, particularly for startups and growing businesses, as it offers a good balance of features at a competitive price point. Yet, some users have expressed frustration with occasional glitches and limited third-party integrations, hindering seamless workflows. Essentially, Freshworks CRM emerges as a user-friendly and budget-friendly option, ideal for businesses seeking a straightforward CRM solution. Its simplicity, while a strength for some, can be a limitation for those requiring advanced features.

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Screenshots

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Head-to-Head Comparison

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