Bespoke CRM (Customer Relationship Management)
Because your customers deserve better than spreadsheets.
What is a bespoke CRM (customer relationship management) system?
A Bespoke Customer Relationship Management (CRM) system is software built to meet the requirements of your organisation only. Unlike off-the-shelf CRM software, this custom solution is designed to fit your exact needs. It focuses on your specific processes and workflows rather than offering generic functionality which, for many organisations, just doesn’t cut it.
What does a bespoke CRM system actually do?
A bespoke CRM does exactly what you need, in the way you need it. Generally, custom CRM systems have core functions like contact and lead management, sales tracking, customer communication history, task reminders and reporting tools. The key difference is that bespoke systems tailor these features to fit your specific workflows only and not every other business in your industry!
Benefits of a bespoke CRM system -
They are fully customisable - The main benefit of a bespoke CRM is the level of customisation that can be applied. It fits your unique processes, workflows and ambitions. Unlike off-the-shelf solutions, a custom CRM is built from the ground up to meet your exact needs.
They can be built to integrate - A bespoke CRM can be built to integrate with your existing software. Whether it’s ERP systems, ecommerce platforms, marketing tools or data solutions, your CRM can be designed in a way that allows it to communicate smoothly with these systems. This creates cohesive workflows, bumps up operational efficiency and keeps your data consistent. It also protects your prior software investments by blending them into a multi platform solution rather than you disposing of them.
They can save you money - Bespoke CRM development may require a bigger upfront investment. However, it can save you money in the long run. Unlike off-the-shelf solutions, your CRM will have only the features you need, removing costs for unnecessary functions and ongoing licensing fees. You keep full ownership and control of the system so there are no restrictive contracts dictating usage, maintenance or price increases. You can also set up support arrangements separately for maximum flexibility.
They can scale with ease - As your business grows, shrinks or changes, your CRM can easily adapt. It can handle changes in data volume, user counts and necessary features. This flexibility supports long term efficiency and continuity.
They are flexible - Your bespoke CRM will adapt to your business processes, size or customer needs. You won’t have to rely on third-party vendors to decide when or if changes happen.
They offer better user experiences - Because it is customised to your internal and external users, your CRM creates a better experience for everyone involved. This boosts user satisfaction, accelerates onboarding, improves adoption rates and raises productivity. If it includes client-facing features, it can also enhance your customer engagement and satisfaction.
They offer advantageous market positioning - A bespoke CRM gives you a competitive edge with unique features not found in off-the-shelf solutions. This can lead to stronger customer service, better satisfaction and increased loyalty.
They offer tailored reporting and analytics - You can choose customised reporting and analytics tools for your CRM. These deliver insights that match your unique metrics and KPIs, giving you clear, actionable data. They are often easier to use than standard solutions, even for those without technical expertise.
They can incorporate security and compliance - Your bespoke CRM can be built with security measures and compliance features necessary to meet industry standards and regulations. This is vital if you handle sensitive customer data or need certifications to stay competitive.
Bespoke vs off-the-shelf CRM: A comparison
Whilst we have a separate page that explores the key differences between off-the-shelf and bespoke CRMs, below is a high level overview of what they both offer.
| Feature | Off-the-shelf CRM | Bespoke CRM |
|---|---|---|
| Cost | Lower upfront costs but ongoing monthly/annual licensing fees. | Higher upfront investment but full ownership, no recurring licence fees. |
| Customisation | Limited to what the vendor offers. Extra features usually cost more. | Fully tailored to your workflows, processes and ambitions. |
| Scalability | May require upgrades or new packages as your business grows and changes. | Easily scaled to match your changing requirements. |
| Integration | Standard integrations only. Advanced or niche integrations may not be supported. | Built to integrate with your existing tools, platforms and legacy systems. |
| Support | Reliant on vendor support, often with restrictions and costs. | You choose how and when you receive support. |
| Competitiveness | Same functionality as competitors using the same system. | Unique features built around your business giving you a real advantage. |
Common myths about bespoke CRMs
When businesses consider a custom CRM, there a number of misconceptions that often come up, some of them may apply to you -
-
“It’s too expensive for SMEs.”
In reality, bespoke CRMs can be designed to fit almost any budget. SMEs often benefit most since even small efficiency gains can have a huge impact. -
“It takes forever to build.”
Whilst large enterprise systems can take months or even years, bespoke CRMs can be developed in phases. You can start with core features and add more over time at a pace that suits your specific business. -
“It’s harder to use than off-the-shelf CRMs.”
Actually, it’s the opposite. A bespoke CRM is built around your existing processes which makes it automatically familiar for your team.
How Can we Help?
At Cool Code Company, we are proud to be the trusted development partner for many small and medium enterprises. Our experienced software developers have created a variety of CRM platforms, including custom built solutions for long term clients including Westermans International, as well as integrated systems combining existing pieces of software. We are committed to delivering exceptional customer satisfaction, every time. Whatever your CRM needs, we are here to help.
For 2 years we have made unbelievable progress in the office so that any staff member can pick up on a colleague’s work when off. It’s so simple, that all admin employees can give the status of a sales order, know when stock is available or sold, what is booked in to dispatch, who needs to leave a review, or who needs ordering to being able to access historical sales data when needed. We finally feel like a professional operation with every bit of information at our fingertips.
FAQ's
Q) What does CRM stand for?
A) Customer Relationship Management
Q) Do I need a CRM for my small business?
A) You may not need a CRM, but it can be a valuable tool for many small businesses. If you're managing a growing customer base, tracking sales or coordinating follow ups, a CRM can help you stay organised and save time. Off-the-shelf CRMs are usually the first port of call for many small businesses although those with nuanced processes and requirements might look straight to bespoke to ensure they get everything they need, in the way they need it.
Q) How long does it take to build a custom CRM?
A) It completely depends. Basic CRMs with one of two core features can generally be developed and implemented within 2 to 3 months. CRMs for mid size businesses with additional functionality can take between 3 and 6 months and for large complex CRMs with lot's of specialist features it is not uncommon to go beyond a year.
Q) What is the main purpose of a CRM?
A) The main purpose of a CRM (Customer Relationship Management) system is to help businesses manage and improve their interactions with customers. They generally centralise customer information, track communications and support better customer service, ultimately helping build stronger relationships.
Q) Is it easy to learn how to use CRM systems?
A) Most modern CRM systems (bespoke and off-the-shelf) are designed to be user friendly with minimal time to onboard. Off-the-shelf CRMs usually offer tutorials and training resources whilst bespoke CRMs often include direct user training from the development team themselves.
Further Reading
A beginners guide to bespoke CRM systems
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