SugarCRM vs Pipedrive
Choosing a new CRM platform can be daunting, especially when you have multiple platforms to consider. Both SugarCRM and Pipedrive help businesses maintain their customer interactions and leads, offering enhanced features for companies looking to improve service, increase revenue and manage processes. Whilst Pipedrive is made for CRM beginners out-of-the-box, SugarCRM works for a wider range of businesses seeking a more tailored CRM experience.
SugarCRM Summary
SugarCRM is an open-source software that is fully customisable and built to increase customer loyalty and retention. With its clear universal branding, it operates sales-predicting AI technology and advanced reporting and analytics. For mid to large enterprises with complex CRM security needs, Sugar Enterprise boasts maximum control, security and flexibility through on site hosting.
Pipedrive Summary
Pipedrive is classed as a CRM for salespeople, made to empower small and medium-sized businesses. They aim to cultivate customer relationships with the help of contemporary AI and easy-to-use navigation, made for beginners.
Ease of Use
Is SugarCRM easy to use?
Yes, SugarCRM is easy to use as the platform is dedicated to user adoption. User and admin training is recommended for beginners. However, with dedicated partners and plenty of online resources, it’s easy for businesses to learn the platform. With its highly customisable interface and modern UI, Sugar can also be tailored to business’s workflows through dashboards and fields to suit the unique needs of any business.
Is Pipedrive easy to use?
Pipedrive is considered easy-to-use for small businesses new to CRM and beginners. Describing the system as ‘beginner-friendly’, the Pipedrive community claims that those who are new to CRMs would adjust to the platform. Pipedrive is simple out-of-the-box but limited when it comes to bespoke customisations for businesses looking to make the system their own.
Comparing ease: SugarCRM’s flexibility and customisation options make it suitable to work around fully-formed businesses. While Pipedrive may seem simpler out-of-the-box, Sugar is customisable and developed to enhance the end user’s overall experience.
UK Plan Comparison
As of March 2025, these are some of SugarCRM and Pipedrive’s plans.
SugarCRM
- Essentials
- Standard
- Advanced – most popular
- Premier
- Enterprise
- Enterprise+
SugarCRM Advanced plan: Integration with Outlook and Gmail calendars, interactive sales reports, standard support and more.
Pipedrive
- Essentials
- Advanced
- Professional – most popular
- Power
- Enterprise
Pipedrive Advanced plan: Active email syncs, standard support and more.
Features
| Features at their best | SugarCRM | Pipedrive |
| Integrations | A wide range on SugarOutfitters. Experienced partners providing custom integrations. | A strong marketplace but fewer than SugarOutfitters. |
| AI & Analytics | AI-powered predictive analytics and deep reporting
| AI-powered sales assistant but simpler analytics
|
| Mobile App | iOS and Android | iOS and Android |
| Reporting and Dashboards | Advanced and highly customisable | Simple reporting but not as deep as SugarCRM |
| Customisation | Open-Source (Code-level customisation available from partners like enable.services) | Moderate |
| Lead management |
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| Security |
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Integrations
SugarCRM Integrations
You can integrate Sugar with your existing applications, including email marketing platforms, accounting software and ERP systems. These are made possible with the support of their integration specialist partners.
For bonus accessories, head to SugarOutfitters. Here you can choose from a variety of plug-ins and add-ons available for download. SugarOutfitters ensures the quality of its offerings with an approval process and a 30-day satisfaction guarantee for users.
Pipedrive Integrations
Pipedrive stores its add-ons in the Pipedrive Marketplace. Here, they offer tools by categories: to get more leads, win more deals, or to manage client needs. They also collect reviews and case studies. Pipedrive’s partners also offer integrations however, as the system is heavily focused on sales, you may require additional integrations that Sugar already provides out-of-the-box including customer service case management.
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Customer Support & Training
Although both CRMs have standard support for their advanced packages, Pipedrive and SugarCRM have other tiers of support for higher plans. Pipedrive has phone support for their Power plan users and above, whilst SugarCRM provides in-house support to those from Standard plan and above.
Training
New and existing Sugar users can learn with Sugar University and gain access to structured, role-specific and in-depth training to help build well informed team members. There are also a range of Sugar partners who specialise in bespoke training and learning resources to constantly help teams upskill. In contrast, Pipedrive offers Pipedrive Academy that has a variety of tutorials.
Support Methods
SugarCRM tailors the type of support to the plans it offers, and their people-friendly partners make it a great choice for businesses that prefer phone support. Pipedrive only offers phone support on its highest tiers.
SugarCRM offers more comprehensive support and training options compared to Pipedrive, making it a better choice for businesses that prioritise hands-on assistance and in-depth learning resources. SugarCRM provides 24/7 customer support on some of their plans and extensive onboarding programs to ensure users get the most out of the platform. Additionally, it offers a wide range of training options, including live webinars, personalised consultations, and a detailed knowledge base with step-by-step guides.
In general, Pipedrive primarily relies on self-service resources and limited live support, which may not be sufficient for businesses that require ongoing assistance. With Sugar’s robust support infrastructure and flexible training solutions, users maximise their CRM investment with minimal frustration.
Conclusion
One of SugarCRM’s standout features is its high level of customisation. Unlike Pipedrive, which is designed primarily for sales teams with a more rigid structure, SugarCRM allows businesses to tailor the system to their specific needs. Whether you need to modify workflows, automate complex processes, or integrate third-party applications, SugarCRM offers an open architecture that enables deeper personalisation.
SugarCRM would suit businesses that want to digitally transform their workflow to integrate each stage of the sales process on a single platform. The deep customisation and advanced automation have been key to the success of businesses in multiple industries and every department.
Want to book a free Sugar demo? Book a chat with our experts and let’s get you started on your CRM journey. Either call us on 01473 618980 or contact enable.services.
