Pega CRM vs SugarCRM Platform comparison

Pega and SugarCRM are both solutions in the CRM Customer Engagement Centers category. Pega is ranked #7 with an average rating of 7.9, while SugarCRM is ranked #9 with an average rating of 8.5. Pega holds a 8.2% mindshare in CCEC, compared to SugarCRM’s 2.2% mindshare. Additionally, 100% of Pega users are willing to recommend the solution, compared to 50% of SugarCRM users who would recommend it.

Pega CRM

Read 10 Pega CRM reviews

225 Views
169 Comparison Views

100% willing to recommend

SugarCRM Platform

Read 12 SugarCRM Platform reviews

80 Views
40 Comparison Views

50% willing to recommend

Pega CRM

SugarCRM Platform

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 19, 2024

SugarCRM Platform and Pega CRM compete in the CRM software category. Pega CRM is often considered superior for its advanced automation and analytics, which justify its higher price.

Features: SugarCRM offers customization capabilities, integration flexibility, and user-friendly interfaces which makes it ideal for businesses seeking tailored solutions. It allows creating custom modules and provides ease of integration with software having open APIs. Pega CRM provides sophisticated process automation, advanced analytics, and a strong case management system, which enhances workflow efficiency and offers substantial data insights.

Room for Improvement: SugarCRM could improve its complex customization processes and enhance report functionalities to align with user expectations. It may also benefit from introducing more advanced analytics features. Pega CRM can improve its user interface for ease of navigation, streamline configuration for non-technical users, and offer simpler integration options for smaller enterprises.

Ease of Deployment and Customer Service: SugarCRM is recognized for its straightforward and simple deployment, making it a suitable choice for smaller businesses. It provides responsive customer service, which ensures efficient problem-solving. Pega CRM's deployment is more complex, catering to larger enterprises with extensive customer support praised for offering in-depth assistance and guidance for intricate requirements.

Pricing and ROI: SugarCRM provides an affordable solution with quick ROI, ideal for organizations with budget limitations. Pega CRM, although more costly, offers substantial ROI from its advanced features aimed at organizations seeking long-term efficiency and scalability. Its higher upfront cost is offset by the long-term value derived from its comprehensive features.

To learn more, read our detailed Pega CRM vs. SugarCRM Platform Report (Updated: December 2024).

Buyer's Guide

Pega CRM vs. SugarCRM Platform

December 2024

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Categories and Ranking

Pega CRM

Ranking in CRM Customer Engagement Centers

7th

Ranking in CRM

19th

Average Rating

8.0

Reviews Sentiment

7.2

Number of Reviews

Ranking in other categories

No ranking in other categories

SugarCRM Platform

Ranking in CRM Customer Engagement Centers

9th

Ranking in CRM

26th

Average Rating

7.0

Reviews Sentiment

6.9

Number of Reviews

Ranking in other categories

Marketing Automation (8th), Sales Force Automation (10th)

Mindshare comparison

As of January 2025, in the CRM Customer Engagement Centers category, the mindshare of Pega CRM is 8.2%, up from 7.6% compared to the previous year. The mindshare of SugarCRM Platform is 2.2%, up from 1.5% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM Customer Engagement Centers

Featured Reviews

Srinivas Ganisetti

AVP/Sr Analyst Apps at a financial services firm with 10,001+ employees

Case management feature is valuable but the pricing is expensive

I would like to suggest the solution but it really depends on your specific requirements, your business use cases and future plans. There is a significant investment involved in this solution and therefore it is very crucial to reevaluate your future necessity including automation potential and modernization plans. I would suggest that you select any kind of solution and explore alternatives of similar functionalities at a lower cost. This might help you to achieve more with less. In my experience, I would rate it between seven to eight because it offers robust capabilities. But please be aware that other BPM tools are emerging with similar features at a lower cost. Pega CRM is perceived as bulk care compared to order tools, as many of its capabilities are potentially underutilized. I would rate it 7 out of 10.

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Styliana Araouzou

Senior Operations Analyst at Etoro

Customizable, easy to configure, and reliable

My company is considered a customer and an end-user. I'm not sure which version of the solution we're using right now. It's a company that offers lots of user manuals and you can find most of your stuff there before starting development. I'd advise potential new users to go through everything. I would rate the solution an eight out of ten. By default, it comes with a really good model where you can start working with it without having a lot of developers in your team. It's a system that includes everything related to the client and you can see everything under one screen without having a different product or system. It's been great, for the most part.

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"The solution is very easy to use."

"Great flexibility and its locking mechanism enable multiple users to work on the same case seamlessly."

"It also reduces the duration per call, and it ensures a first time resolution of the issue."

"We can effortlessly manage the data within it, and it offers ease of use and high flexibility to present the data across various vendors."

"Pega offers a clear parent-child case relationship that's easily created and maintained. Dependencies can be configured, where reaching a specific stage in a parent case automatically triggers a child task in a child case, while the parent case remains on hold until a certain condition is met before moving forward. This configuration allows multiple users to work on cases in parallel. Many of these settings are readily available within Pega case settings. Overall, Pega's case management is unparalleled compared to other options."

"The product's deployment phase was easy."

"The case management feature is really valuable."

"The most valuable feature is the ability to pull information about the customer on-the-fly so they feel the interaction is more personal."

More Pega CRM pros

"The most valuable features of Sugar Enterprise are the exports of graphics, statuses, complaints, and tasks."

"It has sales email campaigns, plus integration with Active Directory."

"The most valuable aspect of this solution is its low cost."

"The most valuable feature is relation capability, which allows us to relay customers with invoice orders."

"The most valuable features of the SugarCRM platform include its flexibility in customizing fields, layouts, and dashboards."

"It works well with Jira. You can customize it to fit your needs."

Cons

"For many of the clients, they have a separate system or separate layer of UI and a separate layer of the business rules engine, which Pega has taken care of in the recent releases."

"The disadvantage of the tool stems from the fact that it does not allow users to make database-level modifications."

"Price is always a concern for many organizations. They often think Pega is expensive, and sometimes they don't fully understand the pricing model."

"The UI is lagging and needs to be improved."

"They should enable the data-driven streaming feature inside it."

"The solution has room for improvement around decisional and real-time data analysis."

"There has been a common acknowledgment among customers that this solution is an expensive tool and they often opt for cheaper tools like Comodo"

"The UI should be improved."

More Pega CRM cons

"Sugar Enterprise could improve by removing bugs and glitches. For example, a comment was made but in the comment section, it was never displayed. However, the problems we faced might not be the fault of the solution."

"It lacks customization, and this is the main reason that we are switching to a different solution."

"In the next release, I would like to see personalization of information about customers or specific businesses or opportunities."

"I would appreciate it if SugarCRM could support us in on-premise implementation."

"I would like to see more integration on a mobile platform in the next release."

"While it is already user-friendly, a slight enhancement in UI design, especially in terms of color combinations, could make the platform more visually appealing and comfortable to use."

"You cannot include all your entities under one instance at the moment."

Pricing and Cost Advice

"The pricing is on the higher side."

"We have numerous uses of the solution in our organisation. Almost 72 applications are integrated with Pega CRM, and some of them are shutting down for various reasons including the high licensing costs. There is a strong focus in the market and offices on cost reduction."

"It is expensive."

"Licensing fees are paid on a yearly basis."

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825,609 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Financial Services Firm

26%

Computer Software Company

14%

Manufacturing Company

Real Estate/Law Firm

Educational Organization

45%

Computer Software Company

12%

Financial Services Firm

Real Estate/Law Firm

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

What do you like most about Pega CRM?

The product's deployment phase was easy.

See all answers

What needs improvement with Pega CRM?

The disadvantage of the tool stems from the fact that it does not allow users to make database-level modifications. In Siebel CRM, you have complete control over your database, you can do any datab...

See all answers

What is your primary use case for Pega CRM?

Pega CRM uses a layer cake architecture. Basically, the tool is a convenient application to use even if you are not a technical person, like a business analyst. I use the solution for the CRM modul...

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What do you like most about Sugar Enterprise?

The most valuable features of the SugarCRM platform include its flexibility in customizing fields, layouts, and dashboards.

See all answers

What is your experience regarding pricing and costs for Sugar Enterprise?

All are almost the same pricing. Maybe the cheapest is Salesforce, I believe.

See all answers

What needs improvement with Sugar Enterprise?

The only challenge was that we implemented it in our on-premise data center instead of using it in the cloud. That was a little bit of a challenge. But it was overcome with the help of SugarCRM com...

See all answers

Comparisons

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Compared 41% of the time

Microsoft Dynamics CRM vs Pega CRM

Compared 18% of the time

Pega Robotic Process Automation vs Pega CRM

Compared 14% of the time

Genesys Cloud CX vs Pega CRM

Compared 13% of the time

Odoo vs Pega CRM

Compared 13% of the time

More Pega CRM Competitors

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Product Reports

Buyer's Guide

Pega CRM

December 2024

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Buyer's Guide

SugarCRM Platform

December 2024

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Also Known As

Chordiant

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Pega

SugarCRM

Overview

Pega BPM streamlines your operations so you can reduce costs and improve business agility. Pega is recognized by leading analyst firms as the most comprehensive and unified BPM platform.

SugarCRM is a versatile CRM solution that facilitates communication and organization within a company. Its primary use case includes call and comment logging, account relation, customer detail storage, verification handling, transaction tracking, marketing material management, and payment transaction handling. The most valuable functionalities include customizable exports of graphics, statuses, complaints, and tasks, as well as its scalability, stability, and low cost. It integrates well with Jira and can be easily configured. The platform improves efficiency, productivity, collaboration, communication, and coordination within organizations, while also providing valuable insights and data analytics for informed decision-making.

Sample Customers

The State of Maine, Aegis, Aegon, AIG Japan, ING

Redglaze Group, TengoInternet, Hilco, Bancvue, Vet Adivsor

Buyer's Guide

Pega CRM vs. SugarCRM Platform

December 2024

Free Report: Pega CRM vs. SugarCRM Platform

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