Our agency- ADVICE MEDIA uses Sugar from our sales/contracts, lead tracking, customer accounts, email archives, accounting to every other department. We have used it for the past 6 years and have gone through multiple updates.
It is a great system that can accomplish all the functionality we need it to, however, it is slow, not aesthetically pleasing and there is a learning curve. But if you understand the purpose and have clear company training on how it should be used it works very well for all of the specialized tasks and the incredible amount of data we store in it.
- Pros: It allows us to store information and archive data across the entire sales funnel, to becoming a client and delivering our contractual services. That would be the biggest benefit to an organization is that you can archive all email communication and completed tasks for your clients. This allows anyone in your organization to quickly understand an account and see historical data on what has been completed and worked on. We also have set up timers for our employees so we can ensure we charge enough from the clients to get the work done and ensure teams are fully staffed to meet client needs. We also are able to generate reports on the number of leads, to cost per lead, to forecasting new sales, and lifetime value.
- Cons: It can be really slow at times, this may be a personal issue our company experiences due to how much data we store.
- Overall: If you are looking for a professional extensive CRM solution I would recommend Sugar. We are a 60+ employee agency with 2 offices and reps across the nation, but if you are smaller you may want to consider a simpler CRM solution because we have very specific uses and unique coding to make Sugar work for us. If you are a larger organization Sugar is a flexible platform that can meet the largest agency's needs.