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SugarCRM Rolls Out Fall ’19 Release With Savvy Improvements to Collaboration and Self-Service Capabilities

SugarCRM is a long-time player in the market for customer relationship management (CRM) applications. Over the last five years, the firm has made a concerted effort to move upmarket from historically SMB and mid-market roots. We often see SugarCRM as a value-focused player in many of our member’s shortlists, alongside players as diverse as Zoho, Microsoft Dynamics, and Salesforce.

With its Fall 2019 release, SugarCRM improves on three key areas that are relevant to organizations of all stripes: self-service, collaboration, and sales automation. Notable capabilities in terms of self-service include more proactive notifications to clients around SugarCloud storage consumption. Automation improvements focus on sales process automation, such as improved lead routing. Collaboration capabilities are focused on permitting better employee-to-employee collaboration through the Sugar mobile application.

The moves are smart and help better position SugarCRM for upmarket clients. In particular, improvements to self-service and notifications around SugarCloud storage will be valuable for larger organizations maintaining a large volume of data in their CRM instance.

Source: SugarCRM at SoftwareReviews, Accessed Nov. 5, 2019

Our Take

• SugarCRM is a mainstay vendor in the CRM market that has been making moves to expand the upmarket appeal of its products.
• Recent updates to SugarCRM around collaboration, self-service, and automation are savvy and will help align it better with the requirements of larger organizations.

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