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 9.4% mindshare in CCEC, compared to SugarCRM’s 2.8% 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

237 Views
176 Comparison Views

100% willing to recommend

SugarCRM Platform

Read 12 SugarCRM Platform reviews

85 Views
43 Comparison Views

50% willing to recommend

Pega CRM

SugarCRM Platform

Comparison Buyer's Guide

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Executive Summary

We performed a comparison between Pega CRM and SugarCRM Platform based on real PeerSpot user reviews.

Find out in this report how the two CRM Customer Engagement Centers solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI.

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

Buyer's Guide

Pega CRM vs. SugarCRM Platform

October 2024

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Helped 816,406 peers since 2012

Categories and Ranking

Pega CRM

Ranking in CRM Customer Engagement Centers

7th

Ranking in CRM

18th

Average Rating

8.0

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

10.0

Number of Reviews

Ranking in other categories

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

Mindshare comparison

As of November 2024, in the CRM Customer Engagement Centers category, the mindshare of Pega CRM is 9.4%, up from 7.2% compared to the previous year. The mindshare of SugarCRM Platform is 2.8%, 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."

"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."

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

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

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

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

"The case management feature is really valuable."

"The product's deployment phase was easy."

More Pega CRM pros

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

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

"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."

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

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

Cons

"The UI should be improved."

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

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

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

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

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

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

More Pega CRM cons

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

"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."

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

"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."

"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."

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

Pricing and Cost Advice

"It is expensive."

"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."

"The pricing is on the higher side."

"Licensing fees are paid on a yearly basis."

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816,406 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Financial Services Firm

26%

Computer Software Company

14%

Healthcare Company

Real Estate/Law Firm

Educational Organization

44%

Computer Software Company

11%

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 34% of the time

Pega Robotic Process Automation vs Pega CRM

Compared 19% of the time

Microsoft Dynamics CRM vs Pega CRM

Compared 17% of the time

Odoo vs Pega CRM

Compared 9% of the time

Genesys Cloud CX vs Pega CRM

Compared 8% of the time

More Pega CRM Competitors

No data available

Product Reports

Buyer's Guide

Pega CRM

November 2024

Download Pega CRM product report

Buyer's Guide

SugarCRM Platform

October 2024

Download SugarCRM Platform product report

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

October 2024

Free Report: Pega CRM vs. SugarCRM Platform

Find out what your peers are saying about Pega CRM vs. SugarCRM Platform and other solutions. Updated: October 2024.

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