Bespoke CRM (Customer Relationship Management)

What is a Bespoke CRM (Customer Relationship Management) system?

A Bespoke CRM (Customer Relationship Management) system is a custom built CRM solution that has been specifically developed to meet the specific requirements of a single client or organisation. Unlike off the shelf CRM software, the features and functionality of the system have been designed to meet the specific outcomes defined by a single client or organisation covering their particular processes and workflows.

Typical features of a Bespoke CRM System -

Customisation - The ability to refine the CRM system based on the the specific business processes it needs to encompass and the outcome(s) the organisation would like to achieve.

Integration - The ability to integrate with existing software or systems within the organisation allow the respective systems to communicate and exchange data.

Scalability - The flexibility to scale the CRM system as the business grows and evolves without the need to wait for a third party to decide if and when they will made changes to their software.

User Interface (UI) and User Experience (UX) - The ability to develop a user-friendly interface that suits the preferences of the users within the organisation and externally, for clients.

Automation - The ability to build automation features that streamlines repetitive tasks and workflows.

Reporting and Analytics - The ability to create fully customised reporting and analytics tools to track and analyse relevant data specific only to the organisation.

Benefits of a Bespoke CRM system - 

Customisation -  Arguably, the core, fundamental benefit of a bespoke CRM is the ability to customise the system that aligns with the unique processes and workflows of a business and offer client defined outcomes. Bespoke CRM systems are built to match a clients requirements exactly.

Integration - Bespoke CRMs can be integrated with existing software or systems within the organisation so they are able to effectively communicate and work as a single solution. They can encompass systems such as ERP (Enterprise Resource Planning), E-commerce platforms, marketing automation tools and data and reporting tools. This integration allows for improvements to overall efficiency and data consistency and also means that organisations do not need to forego any prior investments into systems, instead, the solution will encompass them.

Cost Efficiency over time - Whilst bespoke CRM development may have higher upfront costs, it can absolutely be cost effective in the long run as businesses won't be paying for unnecessary features or licensing cost that come with off the shelf solutions. Essentially, Bespoke CRM systems can encompass everything an organisation DOES want and nothing that they DON'T want. There are also no contracts involved and organisations are free to use the system as they see fit. Support contracts may be agreed.

Scale with ease - As a business grows (or shrinks), a bespoke CRM system can generally be easily scaled to accommodate changes in data, users, features and functionalities. This ability to scale with ease ensures that the CRM system can evolve to capture the growing demands of the organisation.

Flexibility - Bespoke CRM systems are generally developed to be largely flexible and thus, can adapt to changes in business processes, sizing or ever changing customer requirements. This flexibility allows for easy modifications & updates as the business evolves and does not rely on a third party to decide if and when they will make any changes to their software.

Better User Experience -  By having the ability to tailor the CRM to the specific needs and requirements of users (whether they internal or external) generally offers a more user friendly interface and a better overall user experience because it has been developed with these specific needs and requirements in mind. This can lead to less time to onboard, increased user adoption and better productivity.

Market Positioning - A bespoke CRM can provide organisation with a competitive advantage through the use of unique features and functionalities that may not be available in off the shelf solutions. This advantage can contribute to improved customer service and satisfaction.

Improved Reporting and Analytics - Organisations can choose to create customised reporting and analytics tools that provide specific insights into metrics and key performance indicators relevant only to their specific organisation. This empowers decision makers with insightful and actionable data and can be more user friendly than off the shelf solutions, even to those who are non-technical.

Data Security and Compliance: A bespoke CRM systems allows businesses to implement specific security measures and compliance features to meet industry standards and regulatory requirements. This is particularly crucial for businesses handling sensitive customer data or those who have a competitive advantage by staying certified to certain standards.

Whilst it is evident a bespoke CRM system can offer many benefits, the decision to go ahead an acquire one depends on the specific requirements, budgetary situation and long term goals of the business. Here at Cool Code Company, we have extensive experience in developing and deploying bespoke CRM systems successfully to a wide range of companies and we would be delighted to discuss your requirements and current situation.