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SugarCRM vs Freshsales

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Our analysts compared SugarCRM vs Freshsales 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
SugarCRM Software Tool
Freshsales Software Tool
SelectHub Award Winner
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Product Basics

Analyst Rating

we're gathering data
Detailed Analysis

User Sentiment

Good User Sentiment (1126 Reviews)

Analyst Rating

78 Detailed Analysis

User Sentiment

Excellent User Sentiment (1954 Reviews)
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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Freshsales is a cloud solution suitable for small and medium businesses across different industry verticals. Being one of the sales management and customer engagement offerings from Freshworks, it provides comprehensive features for managing leads and deals. Capabilities include a chronological timeline view of customer journey, AI-based lead scoring, built-in one-click phone, and native mobile apps for Android and iOS devices.
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$19/User, Monthly
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$9/User, Monthly, Freemium
Free Trial is available →
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Tailored to your specific needs
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Product Assistance

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

  • 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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  • Detailed Pipeline Data: Access detailed sales pipeline information by tracking multiple deals where different products are sold. Create up to ten custom pipelines, with the option to import pipelines from other CRMs. 
  • Personalized Responses: Establish a personal connection with customers with customized voicemail messages. Either type messages that are converted to audio or record and upload the voicemail messages directly to the platform. 
  • Free Version: Includes 24x5 email, chat, and phone support, and access to deals, accounts, leads, mobile apps and contacts. Available forever for unlimited users, and especially beneficial for small businesses. 
  • Part of the Freshworks Product Suite: Enhance capabilities and promote seamless data flow across multiple apps by integrating Freshsales with other Freshworks products. Tools include marketing automation, help desk, chat, project management, phone system and collaboration to achieve a fully unified software suite. 
  • Accurate Phone Activity Reports: Track the actual number of outgoing calls made by each sales rep across a specific period by generating shareable charts and tables. 
  • Real-Time Visitor Activities: Monitor website visitors’ activities in real time by using Javascript, PHP, Ruby, Java and Python libraries. 
  • Multi-Language Support: Offers 34 languages, including Arabic, Latvian, Romanian, Indonesian, English, Vietnamese and more. 
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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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  • Smartforms: Automatically create new leads after visitors sign up on a web form, providing data from social media profiles, photos and activities on the website. 
  • 360-Degree Customer View: Access customers’ social profiles, products bought, website, interactions and appointments from a single screen. 
  • Velocity Reports: View the time required to convert qualified leads into customers and understand the stages in which sales reps are stuck. 
  • Revenue Analytics: Identify star performers, successful campaigns and leading territories using detailed revenue metrics.  
  • Push Notifications: Push notifications are sent whenever a new lead, task or deal is assigned to users and also offer reminders of upcoming meetings. 
  • Custom Reports: Track sales managers’ performance and sales figures using custom reports with tables and charts. Schedule reports to be delivered on a given date. 
  • Auto Profile Enrichment: Automatically enriches leads, contacts and accounts with their social and publicly listed information such as photos, company details and social profiles.  
  • Email Tracking: Real-time notifications on email opens and clicks facilitate prompt responses and optimize marketing efforts. 
  • Deal Status: Understand deal status in a better way by tracking deal value and the number of deals under review. 
  • Visual Sales Pipeline: Locate deals across stages and get a better view of the pipeline by sorting and filtering. 
  • Third-Party Integrations: The Marketplace provides third-party apps that can be integrated with Freshsales. Connect with Google Sheets, MailChimp and more via Zapier. 
  • Mobile App: With Android and iOS apps, record voice notes, move leads through pipeline stages, check in to meetings, view calendar, log calls and receive notifications. 
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Product Ranking

#42

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#8

among all
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Analyst Rating Summary

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Analyst Ratings for Functional Requirements Customize This Data Customize This Data

SugarCRM
Freshsales
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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 71 96 100 56 100 79 100 0 79 100 54 82 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 1126 reviews
Excellent User Sentiment 1954 reviews
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.

93%
of users recommend this product

Freshsales has a 'excellent' User Satisfaction Rating of 93% when considering 1954 user reviews from 6 recognized software review sites.

5.0 (16)
5.0 (19)
3.7 (572)
4.7 (792)
3.8 (341)
4.55 (535)
n/a
4.7 (448)
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4.7 (102)
3.7 (197)
4.1 (58)

Awards

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SelectHub research analysts have evaluated Freshsales and concluded it earns best-in-class honors for Lead Management and Opportunity Management. Freshsales stands above the rest by achieving an ‘Excellent’ rating as a User Favorite.

User Favorite Award
Lead Management Award
Opportunity Management Award

Synopsis of User Ratings and Reviews

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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Ease of Use: 97% of reviews talking about usability noted the system is user-friendly.
Interface: The user interface is simple, fast and can be navigated easily, as observed by 96% of reviewers who mention this feature.
Lead Management: According to 90% of users who talk about this feature, it helps generate, track, upload, convert, research and organize leads effectively.
Contact Management: The system helps store client information efficiently and find data quickly, as reported by 94% of users who reference this feature.
Configuration: 80% of reviewers who mention configuration asserted the system is easy and quick to set up.
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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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Price: Although a free plan is available, it doesn’t include a lot of options, and adding advanced features gets expensive, according to 65% of reviews referencing cost.
Technical Glitches: Every user who talks about this aspect observed there are quite a few technical issues with APIs, migration and more.
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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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Suitable for SMBs, Freshsales provides easy-to-use tools for sales management, customer engagement and lead management. Its hassle-free configurations and intuitive interface are some standout features noted by reviews. Users also appreciate its ability to manage customer information efficiently and its broad lead management capabilities. However, the free plan doesn’t include useful features, adding advanced features gets costly and there are some technical issues that hinder usability. While integrations with other Freshworks products and Zapier are helpful, important third-party integrations such as LinkedIn and Hubspot are missing. Overall, it has a lot to offer and can be a good choice for smaller operations.

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Screenshots

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