CRM Software in India Insights and Vendor Snapshots
SugarCRM Software in India
SugarCRM is a commercial open source Customer Relationship Management software product developed in PHP and available in both free and commercial editions. SugarCRM is unique among the open source software community in many ways. First, it is the largest and most adopted open source CRM software solution available. Second, while some open source communities shun Microsoft, SugarCRM has endorsed key Microsoft technologies and the customer management product is available on Microsoft operating systems and databases. Third, SugarCRM seeks to define the competitive market not with other open source CRM software solutions, but with commercial CRM products such as Salesforce.com, Microsoft Dynamics CRM and NetSuite. By raising their competitive landscape, the U.S. based company is effectively competing on CRM capabilities first, and an open and flexible technology foundation second. Few open source software companies show this much vision, which is likely why SugarCRM is the open source CRM software leader.
The company currently boasts over 6000 customers in over 30 countries and indicates the open source product has been downloaded more than 6 million times, with approximately 10,000 downloads originating in India.
According to Clint Oram, co-founder and VP of Products at SugarCRM, "Our major revenues emerge from the US (half of all revenue) and Europe contributes another third of it. We are currently investing more in partners across APAC and India is a big focal point. The several thousand leads emerging from India every month was the prime reason for our formal entry into this marketplace. We are accelerating business through partners. We are not yet ready to open Indian office."
Key to SugarCRM's success in India is their partner channel. SugarCRM has established an impressive list of partners in India, including Tata, BHEA, OSS Cube, MillenniumSoft, WebIndia, Lima CRM and Paritas Software Solutions. However, the software manufacturers alliance with BHEA appears to be the most influential in terms of market share acquisition across India. According to Oram, "With existing offices in Nagpur and Bangalore, BHEA is opening offices in Coimbatore, Chennai and Delhi in 2010. As leads increase and market demand rises, they will expand to tier II cities. The marketing mechanism is mostly through word of mouth based on the open source product. We have three other partners in India. Presently, we are investing more in BHEA, as they stand out as major contributor to SugarCRM."
To better penetrate the software as a service market in India, SugarCRM has partnered with Tata Communications for SaaS CRM throughout India and the APAC region. According to Angira Agrawal, General Manager of SaaS & Enterprise Mobility at Tata Communications, "We have seen strong customer demand for subscription based services especially from sectors like manufacturing, pharmaceutical, technology, retail and BFSI (banking, financial services and insurance) which require high sales, marketing and customer contact management. Also our experience as the number one provider of hosted MS Exchange services in India enables us to offer a robust and reliable service in this space."
Jeff Campbell, VP of worldwide sales for SugarCRM, says "India is one of the fastest growing markets and we see tremendous demand for our CRM services as companies embrace on-demand software to stay competitive in the marketplace."
The commercial versions of SugarCRM are ideal for small and medium sized businesses and are available in two versions, Sugar Professional and Sugar Enterprise. Sugar Professional includes features such as integration with Microsoft Outlook, sales forecasting, document management, access control, mobile CRM and basic customer analytics. Sugar Enterprise includes features such as SQL Server reporting, offline client synchronization, support for Oracle 9i and 10g and is better suited for companies with more users.
There are various plug-ins and components available through the SugarCRM support group - Sugar Network – which can be easily integrated with the Sugar Open Source and Professional editions. Sugar Professional and Enterprise editions can be deployed in multiple modes, depending on various factors such as organization size, IT infrastructure and available resources. In situations where organizations do not have the resources and infrastructure to manage an on premise CRM solution, remote hosting is available.
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Our major revenues emerge from the US and Europe contributes another third of it. We are currently investing more in partners across APAC and India is a big focal point. The several thousand leads emerging from India every month was the prime reason for our formal entry into this marketplace. We are accelerating business through partners. We are not yet ready to open Indian office."
~ Clint Oram, SugarCRM co-founder