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Keap vs SugarCRM

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Our analysts compared Keap vs SugarCRM 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 User Ratings Analyst Summary Screenshots
Keap Software Tool
SugarCRM Software Tool
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Product Basics

Keap, formerly Infusionsoft, is a cloud-based solution designed to help small businesses optimize their CRM. It allows users to build custom marketing campaigns, set up workflow automations with a drag-and-drop builder and visualize their sales pipelines to improve efficiency.

It acts as a centralized platform for contact details, client activity and communication. Additionally, users can access robust integrations and a mobile app to expand potential and increase accessibility. Its extensive automation capabilities can streamline repetitive tasks, segment and score leads, and trigger follow-ups.

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SugarCRM is a comprehensive platform that effectively manages the customer lifecycle with a set of modules that support each stage of the funnel. It helps organizations locate prospects, nurture leads, close more deals and retain customers. Some capabilities include quote management, forecasting, campaign management and a customizable interface.

It supports multiple currencies and 35 languages with the option to develop support for additional languages. It can integrate with mobile device management offerings as well.
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$59 Monthly
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$19/User, Monthly
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Small 
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Windows
Mac
Linux
Android
Chromebook
Windows
Mac
Linux
Android
Chromebook
Cloud
On-Premise
Mobile
Cloud
On-Premise
Mobile

Product Assistance

Documentation
In Person
Live Online
Videos
Webinars
Documentation
In Person
Live Online
Videos
Webinars
Email
Phone
Chat
FAQ
Forum
Knowledge Base
24/7 Live Support
Email
Phone
Chat
FAQ
Forum
Knowledge Base
24/7 Live Support

Product Insights

  • Streamline Payment: Set up daily, weekly or monthly recurring payments based on business needs and send automatic reminders for faster payment. Generate and track invoices equipped with a “pay now” button, and charge the credit card on file. Integrations with tools like Xero or QuickBooks help keep data synced.
  • Save Time: Streamline your sales process by automating lead segmentation, task assignments, lead follow-ups and repetitive tasks.
  • Increase Conversion Rates: Keep leads engaged using automated follow-ups and personalized emails. Prioritize highly rated leads by using tags and creating custom lists with filters to send personalized messages.
  • Enhance Performance for Sales Reps: Empower your team by maintaining client activity, communication and contact data in a centralized platform. Delegate sales tasks, send reminders and alerts, and track progress for improved collaboration and accountability. Access appointments, messages, tasks and contacts remotely via a mobile app.
  • Strengthen Client Relationships: Respond quicker to queries and boost lead engagement with automated workflows and reminders for sales teams. Simplify appointment scheduling and client communication.
  • Optimize Sales Performance: Make data-driven decisions with comparative data reports that show ROI and areas to improve. Access updated information on KPIs via customized dashboard.
  • Improve Sales Management: Track and manage leads as they move through the sales pipeline, all from a single access point. Customize each sales stage to prioritize tasks. Send automated emails when leads move from one stage to another and enable sales reps to close deals consistently.
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  • Improve Productivity: Streamline regular tasks through integration with email and calendar apps. Archive customer communications and quickly sync email information with various modules in the CRM. 
  • Centralize Info: Bring sales rep activities like calls and meetings into a central location for easy tracking. 
  • Ease Service Demands: Reduce the customer service workload by creating and managing a repository of searchable, self-service help articles. 
  • Leverage a Flexible DesignLeverage a Flexible Design: Make code-free custom layouts, fields and relationships. Customize modules and plugins to match internal processes and configure core functionality at a system or module level. 
  • Stay Informed About Activities: It’s easy to monitor record updates, create posts and comment, with all activities aggregated into a single stream that’s configurable and available from several different screens. 
  • Save Time: Keep work flowing in an efficient manner by building and applying automated business processes. 
  • Maintain Security: Keep data secure and ensure everyone has the appropriate access with permission privileges that use a combination of roles and team membership settings. 
  • Find Information Quickly: Access data using filters and tags for fast searching globally or within a single module. 
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  • Workflow Automation: Design multi-step workflows to nurture leads, follow up with prospects and trigger actions based on client behavior. Automate lead segmentation, task assignment and onboarding.
  • Email Management: Build high-converting email campaigns using default templates and creating your own templates with a drag-and-drop editor. Minimize emailing clients twice by syncing with Gmail and Outlook. Personalize emails based on client activity and track campaign performance.
  • Lead Management: Prioritize “hot” leads using lead scoring, tags and automated campaigns triggered by likelihood of making a sale. Auto-assign leads to sales reps when they meet pre-set requirements. Pinpoint key demographics and locations by tracking lead sources.
  • Sales Pipeline: Close sales faster and manage leads through different stages of the funnel by building customizable sales pipelines using a drag-and-drop editor to automate stages, move leads and track statuses.
  • Appointment Scheduling: Streamline the scheduling process by enabling clients to book appointments during open calendar slots. Sync with Gmail and Outlook to avoid double-booking.
  • Text Management: Engage with high-scoring leads with text broadcasts. Improve open rates and minimize costs by sending personalized text messages via a toll-free number.
  • Reports and Dashboard: Optimize performance by monitoring comparative data that highlights key metrics and improvement areas. View and send important data updates to team members via a personalized dashboard.
  • Payment Processing: Simplify payment processes with instant quote creation, one-time or recurring invoices, and integration with payment processors including PayPal, Venmo and Stripe. Manage and monitor subscriptions and recurring payments.
  • Integrations: Expand your CRM capabilities with over 5,000 integrations using Zapier. Simplify usability by viewing integrated apps and their performance in one place. Create custom integrations by hiring a certified developer partner.
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  • Campaign Management: Offers multi-channel support and streamlines every aspect of marketing campaigns by: 
    • Benchmarking to see what works and what doesn’t.
    • Gathering campaign performance data for measurement and real-time updates.
    • Capturing email metrics such as bounce rate, click-through rate and open rate.
    • Collecting visitor info via web forms that don’t require technical knowledge to use.
  • Lead Management: Data insights show channel profitability and allow tracking of campaign effectiveness. Also helps: 
    • Segment based on source, channel, industry or other factors.
    • Route leads to the right sales rep based on business rules to define and automate the handoff from marketing to sales.
    • Replicate successful campaigns in a few steps.
  • Reports and Dashboards: View real-time, customizable data to analyze critical KPIs for a number of metrics such as leads, opportunities and sales rep performance. Also offers data on sales trends, customer profiles based on different criteria and case reports. 
  • Sales Forecasting: Models include likely, best case and worst case. Also has: 
    • What-if scenarios for more accurate predictability, using past revenue as the basis for sales predictions.
    • Worksheets for monitoring sales team performance and assigning quotas.
    • Customization options to handle complex sales cycles and situations like staggered or recurring purchases.
  • SugarBPM: Offers a visual interface for designing workflows, alongside tools that speed up troubleshooting and dashboards that save snapshots of tasks and workflows. 
  • Case Management: Customer service reps can efficiently and accurately handle customer cases by viewing all cases per account and receiving reminders for fast resolution. Also includes: 
    • Priority levels that help agents respond quickly to the most urgent cases.
    • KPIs like customer satisfaction and response times.
    • Configurable user journeys.
    • A portal where customers can create tickets, upload and update info, and follow cases to resolution.
  • Knowledge Base: Delivers self-serve information to customers via a portal. Also allows creating an article based on support case details and includes stock fields that can be modified based on needs. 
  • Bug Tracking: Agents can view details including resolution status as well as track product problems and bug frequency. 
  • Project Management: Includes common project management features such as Gantt charts, task management and dashboards to manage projects like campaigns and customer cases without needing a third-party tool. Also offers management of emails, calls and more from one spot, as well as a place to store call records. 
  • Integrations: Including: 
    • Popular Google apps such as Gmail, Docs and Drive.
    • Social media channels so companies can engage with customers more effectively.
    • Online meeting platforms like GoToMeeting and WebEx to start, schedule and join meetings directly from SugarCRM.
  • Mobile App: Offers a mobile app for phones and tablets, with features such as filters, dynamic search, GPS mapping, click-to-text, click-to-call and offline sync. 
  • Quote Management: Easily manage all aspects of customer quotes using a drag-and-drop interface and grouping options that categorize quoted items in an organized fashion. Also includes out-of-the-box customization for formulas and field calculations. 
  • Tags: Allows selecting which modules to include in global search results and changing selections as needed. Filters include multiple criteria for locating data, while tags are phrases or keywords that can be grouped together to organize information. 
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Product Ranking

#95

among all
CRM Software

#42

among all
CRM Software

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User Sentiment Summary

Great User Sentiment 3344 reviews
Good User Sentiment 1126 reviews
83%
of users recommend this product

Keap has a 'great' User Satisfaction Rating of 83% when considering 3344 user reviews from 5 recognized software review sites.

75%
of users recommend this product

SugarCRM has a 'good' User Satisfaction Rating of 75% when considering 1126 user reviews from 4 recognized software review sites.

5.0 (20)
5.0 (16)
4.2 (1527)
3.7 (572)
4.1 (1273)
3.8 (341)
4.4 (148)
n/a
4.0 (376)
3.7 (197)

Synopsis of User Ratings and Reviews

User-Friendly Interface: The platform features an intuitive interface with card-based navigation, making it easy for users to understand and navigate the system. A majority of users report its ease of use for creating automations and simplifying repetitive tasks.
Centralized Database: Accessing client data, activity and communications from a centralized platform eliminates data silos for many users.
Lead Management: The ease of evaluating, nurturing and segmenting leads is another plus point users note.
Campaign Builder: Users appreciate the campaign builder's ability to streamline CRM procedures and effectively automate marketing campaigns. The drag-and-drop builder is flexible and lets you create custom campaigns and automations.
Customer Support: Responsive customer support through various channels like chat, email and phone, ensures users can get assistance when needed.
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User-Friendly: Of users who review the functionality and interface, 66% mention the platform is intuitive and easy to adapt to.
Customer Service: The customer support is very responsive and helps fix issues quickly, according to 60% of users referencing it.
Automation: Can handle most daily tasks, helping save time and eliminating manual work, suggest 80% of users who mention this feature.
Integration: The application features wide device deployment and complete social media integration, according to 80% of users citing this element.
Customization: The software is highly customizable, making it flexible for every business need in the experience of 71% of users who reviewed customizations.
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Cost for Integrations: Users mention additional costs for integration with other applications, which can be a drawback.
Learning Curve: Some users find certain features can be complex and time-consuming to pick up, requiring a significant time commitment for mastery.
Ecommerce Functionality: While suitable for many users, some find the eCommerce functionality lacks robust reporting and taxation features.
Mobile App Features: The mobile version has fewer features compared to the web version, potentially limiting functionality for users on the go.
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Not Budget-Friendly: The system is pricey for the features offered, say 66% of reviews about pricing.
Compelled Updates: 100% of users reviewing this indicate that the automatic updates reconfigure the system, making it time-consuming to set up every time.
Data Reporting: he system offers limited data reporting functionality and forces the usage of line items, quotes, forecasts and the renewal console, according to 66% of users mentioning this.
Lacks Responsiveness: The dashboard is very cumbersome and takes time to respond, suggest 75% of users reviewing this aspect.
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Keap is a suite CRM solution designed for small and mid-sized businesses. The platform offers a user-friendly interface, praised by users for its intuitive card-based navigation and ease of use.Users particularly value the ability to create campaigns, automations, simplify repetitive tasks and streamline CRM procedures through the drag-and-drop campaign builder. Centralized data storage eliminates data silos, and responsive customer support ensures assistance is readily available.However, integrations with other applications can lead to additional costs. Certain features, while powerful, have a learning curve, requiring a time investment to master. Additionally, the eCommerce functionality might not be ideal for complex eCommerce needs due to limitations in reporting and taxation features. Finally, the mobile app may not be as extensive as the web version.All in all, Keap provides a comprehensive solution with room for scalability and custom development.

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SugarCRM provides a wide array of features that the majority of users report are user-friendly. It automates workflows for easy operation and integrates with almost all apps that are used on a day-to-day basis. Feedback also indicates the customer service is a key benefit. Some limitations include forced updates that hinder productivity, limited reporting and analytics, and a slow dashboard. Users also say it’s on the expensive side given the features available. While there are notable drawbacks, it has plenty to offer businesses looking to automate their sales and marketing efforts on a highly customizable platform.

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Screenshots

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