Sold by: SugarCRMÂ
Deployed on AWS
Streamline customer service and provide a differentiated, positive experience at every touch point with Sugar Serve, the customer support software for the customer service heroes.
Overview
Streamline customer service and provide a differentiated, positive experience at every touch point. Say goodbye to clunky, disjointed support tools and say hello to Sugar Serve. Serve provides a rich, branded service experience for your customers and a powerful, easy-to-use and intuitive console for your service agents. Providing all the information you need to resolve your customers issues from a single screen, Serve eliminates blind spots and enables your support professionals to focus on creating customers for life.
You can find more information in the Sugar Serve Overview, which can be downloaded from the following link: https://sugarcrm-aws-marketplace-public-assets.s3.us-east-1.amazonaws.com/Sugar+Serve.pdfÂ
Please read our Pricing Policy https://www.sugarcrm.com/legal/pricing-policy/Â
Highlights
- Omnichannel Engagement, Self-Service, Service Agent Console, Reports and Dashboards, Case Management, Sugar Automate, SLA Management, Sentiment Analyst
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Features and programs
Financing for AWS Marketplace purchases
AWS Marketplace now accepts line of credit payments through the PNC Vendor Finance program. This program is available to select AWS customers in the US, excluding NV, NC, ND, TN, & VT.
Pricing
Pricing is based on the duration and terms of your contract with the vendor. This entitles you to a specified quantity of use for the contract duration. If you choose not to renew or replace your contract before it ends, access to these entitlements will expire.
Additional AWS infrastructure costs may apply. Use the AWS Pricing Calculator to estimate your infrastructure costs.
Dimension | Description | Cost/12 months |
|---|---|---|
Users | Minimum of 10 Users | $9,600.00 |
Vendor refund policy
All transactions are final; no refunds or cancellations will be allowed.
Legal
Vendor terms and conditions
Upon subscribing to this product, you must acknowledge and agree to the terms and conditions outlined in the vendor's End User License Agreement (EULA)Â .
Content disclaimer
Vendors are responsible for their product descriptions and other product content. AWS does not warrant that vendors' product descriptions or other product content are accurate, complete, reliable, current, or error-free.
Delivery details
Software as a Service (SaaS)
SaaS delivers cloud-based software applications directly to customers over the internet. You can access these applications through a subscription model. You will pay recurring monthly usage fees through your AWS bill, while AWS handles deployment and infrastructure management, ensuring scalability, reliability, and seamless integration with other AWS services.
Resources
Vendor resources
Support
Vendor support
Sugar Support currently provides local support by three regions: US, EMEA, and APAC. Based on the physical location of your company, your support window will align with the appropriate support region. For service-level agreement (SLA) response times and regional business hours, refer to the Support Offerings page for the latest information.
You can go to the following link for more information.
https://support.sugarcrm.com/resources/working_with_sugar_support/#SLA_Expectations .
AWS infrastructure support
AWS Support is a one-on-one, fast-response support channel that is staffed 24x7x365 with experienced and technical support engineers. The service helps customers of all sizes and technical abilities to successfully utilize the products and features provided by Amazon Web Services.
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Customer reviews
0 ratings
0 AWS reviews
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52 external reviews
Star ratings include only reviews from verified AWS customers. External reviews can also include a star rating, but star ratings from external reviews are not averaged in with the AWS customer star ratings.
Sophie E.
Centralizes processes and gives ops visibility
Reviewed on Sep 30, 2025
Review provided by G2
What do you like best about the product?
SugarCRM brings sales, marketing, and support data into one platform so teams stop working in separate spreadsheets and tools. That single view makes it easy to spot bottlenecks and measure process performance.
What do you dislike about the product?
There is a meaningful upfront cost in planning and training. If your data model is messy or you add fields without governance, dashboards become unreliable and adoption stalls.
What problems is the product solving and how is that benefiting you?
It centralizing data and automating standard handoffs reduced duplicated work and sped up response times. Today we have clearer operational metrics, fewer missed SLAs, and more reliable forecasting.
Steven B.
Connects campaigns to pipeline
Reviewed on Sep 29, 2025
Review provided by G2
What do you like best about the product?
Sugar Market makes building campaigns, landing pages, and forms simple with its drag and drop builders. I can put together a campaign quickly without asking engineering for help.
What do you dislike about the product?
There is an upfront cost in time and planning. To get accurate attribution and useful scoring you need clean data and a clear field strategy.
What problems is the product solving and how is that benefiting you?
We eliminated multiple point tools for email, forms, and campaign tracking. That cut manual data reconciliation and gave us a single place to measure campaign to opportunity results.
Tyson M.
Keeps customers on track and reduces churn risk
Reviewed on Sep 29, 2025
Review provided by G2
What do you like best about the product?
Sugar Serve gives our CSM team a single workspace to manage cases and follow the full account history. The service console makes it straightforward for reps to pick up a case, see account context, and act without switching systems. That focused agent view speeds up handling and keeps interactions consistent.
What do you dislike about the product?
There is a learning and setup cost. To get reliable routing, SLAs, and useful reports you need to plan your data model, business hours, and escalation rules first. Admins should expect to spend time testing these settings in a sandbox before full rollout.
What problems is the product solving and how is that benefiting you?
Serve centralizes support activity and enforces SLAs and routing so nothing falls through the cracks. The self service portal and knowledge base let customers find answers and log cases on their own, which reduces low value tickets and frees CSMs for proactive work. Because Sugar ties into Sugar Sell and Sugar Market, we get a unified view of usage, tickets, and campaign touchpoints to run better renewal and expansion plays.
Daniel H.
Flexible and powerful for admins but plan your setup
Reviewed on Sep 29, 2025
Review provided by G2
What do you like best about the product?
I love how much you can tailor Sugar to match our business. The Studio tools let me add fields, change layouts, and create modules so teams see exactly what they need. That control makes the system fit our processes instead of the other way around.
What do you dislike about the product?
There is a noticeable learning curve. New users can feel overwhelmed by the number of options, and building clean reports takes some practice. You also need to be careful with custom fields and naming, because a messy data model makes reports unreliable.
What problems is the product solving and how is that benefiting you?
Previous our customer data lived in spreadsheets and separate apps. Now everything is in one place, so we have one source of truth for customers, campaigns, and support cases. That central view improved forecast accuracy, cut duplicate work, and made it easier to hand off leads from marketing to sales.
Aria H.
Powerful admin controls and customization
Reviewed on Sep 26, 2025
Review provided by G2
What do you like best about the product?
I love how much I can control. I can create roles and enforce field-level permissions so people only see what they need. The Studio tools let me add fields, change layouts, and rearrange screens without heavy coding. Those two capabilities make the system flexible for different teams and keep sensitive data locked down.
What do you dislike about the product?
Customization is powerful but can become messy if you don’t follow a data and naming standard. Major upgrades and big configuration changes require testing in a sandbox first and a careful rollout to avoid breaking customizations. That preparation takes time and discipline.
What problems is the product solving and how is that benefiting you?
Sugar centralizes customer records and automations so we no longer chase scattered spreadsheets. Using SugarBPM and Automate, we routed leads, enforced SLAs, and reduced repetitive handoffs. That has cut admin work for the teams and made reporting more trustworthy.