Overview

Bitrix24 is a full-featured CRM platform with a free version for unlimited users. It offers an extensive set of tools for sales, service, and marketing. As such, Bitrix24 can feel large and unwieldy to use--the interface is crowded with features. This presents a steep learning curve, and training will be necessary. However, few vendors offer such a full sweep of CRM features at such a great price.
SugarCRM is a cloud-based application for automating sales, marketing, account management, and customer relationship management. SugarCRM is an open-source CRM system. The open system offers users far more flexibility than traditional CRM software; you can customize every inch of SugarCRM. SugarCRM now integrates with various third-party systems and supports the creation of new modules using built-in tools. You no longer have to code all of your CRM customizations, though knowledge of programming language is still advised.

Ease of use

Bitrix24 specializes in team management. After creating an account, you can invite your staff to the platform, assign tasks and see each other's progress on a multifunctional dashboard. The dashboard and overall layout of the CRM can be confusing, however. One of the particular design failings is you cannot remove options--you can only add more, creating a crowded UI.
SugarCRM has so many features that it can be overwhelming, which is why it is ideally suited for businesses with their own tech departments. The user interface and dashboards are not particularly user-friendly, and learning them takes a long time. Finding information through the Sugar Support Center and other help features is not difficult, but most business owners lack time to train themselves in coding. If you're a small business owner with no previous experience with coding, it's probably not worth the investment.

Support

The Bitrix24 knowledge database is extensive, and you can answer most of your questions there. The articles are divided by topics and creation date, so it is easy to navigate. The blog also provides valuable insights on getting the most out of Bitrix24. Bitrix24 even has its own YouTube channel with tutorials on CRM use. Training courses for developers and administrators are available. And if you still can't find an answer to your questions, they offer email support.
SugarCRM recommends contacting your SugarCRM reseller partner for support requests. Other support channels include webinars, online training, technical documentation, product guides, and the SugarCRM community. There's also Sugar University which provides training courses. You can also hire specialized SugarCRM consultants. The consultants are known for their high-quality training and cover CRM implementation, technical expertise, and how to get the most out of the product. SugarCRM consultants will help you achieve your goals, whether you need technical support for a complex problem or support with updates.

Who is it for?

Bitrix24 offers a rich feature set that can meet the needs of businesses of every size and industry. However, smaller organizations may find themselves overwhelmed by too many features. You can make use of the free version or set up a free trial of their paid plans to see if it's the right fit for you.
SugarCRM is the industry leader in open source CRM, with nearly 50,000 organizations using it for sales and marketing. The service has been downloaded over seven million times and is available in nine languages. One of the most desirable features is the ability to personalize the product. SugarCRM is an open-source platform, which means you can customize it to provide you with the most relevant data and information for your company. SugarCRM is better suited for enterprise-level companies with a development team since many of the customizations require technical expertise.

Ease of Use

3.7
3.6

Support

3.8
3.7

API Access

yes
yes

Free Trial

yes
yes

Free Version

yes
yes

Contact Management

yes
yes

Molile Access

yes
yes

Task Management

yes
yes

Social Integration

yes
yes

Email Marketing

yes
yes

Analytics & Dashboard

yes
yes

Lead Management

yes
yes

Marketing Automation

yes
yes

Already made a decision about the best CRM for your business?

To conclude, both solutions are worth your attention for boosting the business processes and enhancing the team performance.

Brief Comparison