“Strong customizations”

Pros

One area where this solution still delivers is customization which remains top notch. At the same time it noticeably falls behind on innovation especially around AI in CRM and the add-on and connector ecosystem seems far too limited.

Cons

It really needs more new partnerships and a much stronger investment in technological innovation.

“Fantastic support available”

Pros

After working with their support team on a few cases especially around reducing storage, I can say they've been outstanding. We got genuinely helpful answers for a pretty unusual issue tied to one of our custom modules. That gave me a lot of confidence that this tool is far more than the traditional CRM people might expect which makes their shift toward it justified. From an admin side there's a huge amount you can configure and adapt to fit your own business processes although I'd still recommend adjusting some of your current ways of working to suit the system rather than over-customising everything from day one as you'll probably appreciate that later. On top of all that the support is truly top tier whenever you need help, no matter what the issue is.

Cons

There was one situation where our internal developer was troubleshooting a UI bug and support initially told us it was caused by our customisations. It turned out he found that a core file had been changed which broke not only our custom work but even standard out of the box fields. In the end the fix itself was simple but identifying the real cause took far too long. To their credit, they later updated the TinyMCE documentation and clarified which files should be referenced. Even though I rate the support team very highly, I'd still like to see faster turnaround on bug fixes especially when standard features are affected. It seems more like a development prioritisation issue than anything critical. Nothing deal breaking, just those smaller frustrations that leave you wondering when the fix is finally going to arrive.

“AI powered sales intelligence”

Pros

Beyond the standout no-code automation and deep customization that sold me on it in the first place, adding SugarAI has completely changed the experience for us. Having generative AI built right into our sales workflows helps us analyze data more quickly, anticipate customer needs and automate complex report creation without any friction. It has genuinely taken our CRM from being just a system of record to a true system of intelligence.

Cons

With such a huge feature set and the newer AI capabilities now included, the learning curve can still feel fairly steep for new users during the early rollout phase. It really benefits from a structured, multi-stage implementation plan so teams can take in everything the platform offers without getting overwhelmed. That said as I have said before, having too many strong features is still a pretty good problem for an organization to have.