Mid-size businesses and small enterprises looking for a CRM solution typically focus their energy on a few specific CRM software providers. Two of the companies battling for a slice of this middle market are Commence CRM and SugarCRM. Both are considered high quality alternatives to the more expensive and complex Salesforce.com program, but there are several differences between the two. This brief report highlights some of the differences that consumers may be interested in.

How They Compare:

1) Functionality: Both Commence CRM and Sugar are comprehensive offerings that rival enterprise level solutions. In addition to contact and account management, calendaring and activity management, both solutions support sales force automation, lead management, marketing campaign management, customer support, e-mail integration, document management, mobile integration, reporting and analytics. Integration with third party accounting solutions is also offered by both providers. With either Commence CRM or SugarCRM it is unlikely you will require features that are not offered by these CRM solution providers. Commence however offers several unique features that give it edge over SugarCRM such as; the ability to read and compose e-mail right within the Commence CRM dashboard, a customer rating feature, a lead qualification scoring capability and an automated organization chart that customers find exceptionally valuable. In addition, Commence CRM offers an integrated project management solution which is unique in the CRM sector.

Advantage: Commence CRM

2) Ease of Use: One of the most important aspects of any CRM system is the learning curve and how easy the product is to use. Commence CRM gets the edge here as customers have indicated that the product’s user interface is easier to navigate and use than Sugar CRM. Commence has incorporated a number of repetitive daily tasks right within the product’s dashboard or home page. This enables the end user to conduct the majority of their daily business without ever leaving the dashboard. Users can quickly read and compose email, schedule follow-up activities, manage leads and sales opportunities, review projects, even add service tickets without leaving the home page.

Advantage Commence CRM

3) Cost: Both products are attractively priced as compared to rival Salesforce.com and offer good value. Sugar offers several editions: Sugar CRM professional at $360 annually per user up to Sugar CRM Ultimate for $1,200 annually per user per year. Commence CRM offers much more flexibility with regard to the selection of functionality and price, and lets you build your own CRM system by selecting the functionality you require at a price that meets your budget. Prices start at $240 per user annually and go up to $780 annually per user.

Advantage: Commence CRM, due to flexible applications selection and pricing.

4) Product Platform: Both Commence CRM and SugarCRM target midsize companies and small enterprises. Commence uses Java, an industry standard platform and architecture for scalability and performance. Java is utilized by some of the largest application service providers in the world. Sugar CRM is written using the PHP language which is not highly regarded for scalability and system performance. For customers that expect to experience growth in transaction volume and utilization, Commence CRM would be the preferred choice.

Advantage: Commence CRM

5) System Deployment: Both Commence CRM and SugarCRM are online web based CRM solutions that may be deployed on premise or via a hosted environment. Both offer a tremendous advantage over Salesforce.com who does not offer on-premise deployment. Commence may also be deployed via a hosted cloud computing environment. The company has forged a strategic business alliance with Rack Space, the number 1 rated provider of hosted application software. Rack Space offers Commence customers the security and comfort of a best in class hosting service via the cloud.

Advantage: None

6) Data Security: One of the most important aspects of engaging a provider of cloud based CRM solutions is the comfort of knowing that your data is properly secured and protected. Commence CRM has a strategic partnership with Rackspace, the industry’s number one rated hosting facility which has datacenters in the United States, Europe and Asia. Rackspace provides the highest level cloud computing environment in the industry. SugarCRM can be hosted by the customer or any third party hosting provider. This may be of concern to customers looking for continuity with regard to new product releases and high quality support services. Commence releases are fully implemented by the corporation via the Rackspace cloud computing environment. Customers that choose to deploy Sugar CRM on-premise or hosted via a third party provider will have to take on the responsibility for product updates and enhancements themselves.

Advantage: Commence CRM.

7) Customizability: Both CRM solutions are customizable. SugarCRM was originally released as a free open source CRM tool for designing applications. While highly customizable, customers are required to know the PHP development language or engage developers with this expertise to do anything more than add custom fields or change labels. Commence has incorporated customization right within the user interface. This allows the system administrator to quickly create custom views, saved searches or add custom fields without programmer intervention.

Advantage: None

8) Customer Service: SugarCRM offers several customer service plans, but they are separately priced from the product’s annual service fees adding additional cost to their solution. Commence, bundles in telephone support into the annual their service fee making the overall cost of Commence CRM a better value. Commence support services are provided directly from the company’s headquarters in the United States or Europe for European customers.

Advantage: Commence CRM. Telephone support included in annual service fees.

The Final Score

Commence is designed specifically for sales, marketing and support staff that require a comprehensive business solution that is ease to use, affordable and can be customizable without programmer intervention. Targeted squarely at the middle market, Commence offers comprehensive functionality, a best in class hosting service and a reputation for providing quality products and services that span more than two decades. Deployment is rapid and customers are operational with one to two days.

SugarCRM was introduced as a free open source CRM program that was targeted at the development and IT community who would take full responsibility for the deployment, implementation and support of their customized CRM solution. Sugar has since changed its focus and in addition to the open source offering, offers a comprehensive CRM solution that may be deployed on-premise or in a hosted environment. While they appear to have made good progress in this area, Commence CRM still maintains an advantage across the above categories.

Take a moment to learn how Commence CRM can help grow your business in our online CRM videos or by taking a free CRM test drive.