Email Module in Sugar

[rps1984]

I just wanted to get some responces from the Sugar users on how you use the Sugar Email Module.

Currently we use Cerberus Helpdesk to manage our emails and helpdesk. The benefits are that we have a VERY good email program, plus a helpdesk that integrates into our website. The downside is we have a separate per user costs, and that all our clients are now in Sugar. So the two are kinda detached.

I want to know if people actually use the Sugar email Module. In our old CRM solution, there was an email module but it was crap and no one used it.

So how do you use the Sugar email module? please tell me success stories and horror stories.

Thanks,
Alex

[Proware]

We also moved from another application (GoldMine) with a very good integrated email module to Sugar.

Unfortunately, the email module as it now stands lacks much of the functionality required by a heavy duty user and we have been forced to stop using the Sugar email module and have moved to using Outlook.

I would love nothing more than to stop using Outlook and move back to Sugar but their email client needs refining.

Some examples include lack of a resend option (Outlook doesnt have this either), inability to reply to an email without losing the formatting of the original email in the reply, no definable email folders, no trash can - delete it and its gone, unable to send internal emails to Sugar users and the list goes on.

Most of this is cosmetic and should be able tobe fixed up reasonably easily but I will wait and see.

[longreach]

I think it is fair to say the Sugar email capability is principally intended not to provide a central email client for all company employees, but rather to provide a mechanism by which critical business-client communications which must be carried by email, can be integrated within Sugar. A particular focus is made on those email communications which go to a corporate function email box - such as admin, service, support, sales, etc @yourcompany.com - and then must be dealt with by one of a pool of users.

It is not my belief that the SugarCRM framework is an effective substitute for an email server for a company of any real size. After 15 or so users, if all users are using Sugar for all their email traffic, the email table gets very large over the course of 6 months or so, and performance is impacted. For a small firm of 2-10 users - who don't mind having a web-based email client that is rather different than the Outlook they likely are familiar with - Sugar email can be a satisfactoy solution - once folders etc.. are added to the solution.

[Proware]

Unfortunately, what Sugar is designed for and what it is used for are 2 differ\ent thisgs.

As A CRM package,(and a web based one at that) , we are looking to Sugar to provide all of our CRM requirements in one place.

As a marketing tool, the Email is fine but as a tool to manage all day to day communications with a client, fully integrated email is critical.

This goes back to the issue of workflow - an area where Sugar is lacking. All things should be easily accessible for a user with minimal need to jump from screen to screen.

Do not assume that all organisations use Outlook or some other external email client, especially those looking to access Sugar via a browser from anywhere.

Regardless, none of what you said is an excuse for Sugar's email package to be lacking basic functionality (such as a trash can or folders etc.).

As for performance, this is but a technical detail and one that should be addressed as part of the general performance improvements in Sugar.

We have used GoldMine for over 5 years and it handled 5 years worth of Email in a single table just fine.

GoldMine has its faults (I did leave it for Sugar ofter all) but after its woeful attempts at early email clients, came up with a great email client in version 6.7

I am not specifically criticising Sugar here- their email client is a valiant attempt at a first version but it needs to be followed up quickly with an updated version that plugs the obvious gaps.

[longreach]

I believe that rps1984 was actually enquiring as to the current email implementation, and how it could and should be used. Not what could or should be done in future to improve it.

[Proware]

My original reply to RPS was in my opinion quite valid as it detailed a horror story of Sugar Email as was requested.

My rant (apologies) to you about Sugar Email and its future needs was a reply to you, not RPS.

Debate is healthy, the problem is that emails and newsgroup messages do not convey the writers emotions very well if at all.

:}

[rps1984]

Great stuff guys!

I wanted as much information as possible. I liked that you mentioned the current flaws of the system. I think maybe I will use cerberus for now. But debate is very healthy (pretty much what open source and quasi open source programs are all about)

Do you guys somehow export your Sugar client lists to your other Email systems? or do you just let both run independantly of each other?

[Proware]

The Outlook client is quote good and does much of what I need and it integrates well with Sugar.

I just dont want to use Outlook!!

I would consider using it as a stop gap measure until sugar Email improves.