Bespoke CRM (Customer Relationship Management)

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

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

What does a Bespoke CRM actually do?

In short, a bespoke CRM does whatever a business needs it to, in the way they need it. However, in a more general sense, custom CRM systems typically include core functions such as contact and lead management, sales tracking, customer communication history, task and follow up reminders, reporting and automation tools for marketing purposes. The difference is that with bespoke, these features are designed in a way that incorporates the specific workflows of one organisation.

Benefits of a Bespoke CRM system -

Customisation - The primary advantage of a bespoke CRM system lies in its ability to be fully customised to incorporate a business’s unique processes, workflows and objectives. Unlike off-the-shelf solutions, a custom CRM is developed from scratch to meet the precise requirements of the client.

Integration - Another key advantage of bespoke CRM systems is their ability to integrate with an organisation’s existing software. Whether it's ERP systems, ecommerce platforms, marketing automation tools or data and reporting solutions, a custom CRM can be developed to communicate effectively with these systems, creating a unified and efficient workflow. This not only enhances overall operational efficiency and data consistency but also protects and extends prior software investments by incorporating them into a multi platform solution.

Cost efficiency over time - Whilst bespoke CRM development usually involves higher upfront investment, it can prove more cost effective in the long run. Unlike off-the-shelf solutions, custom CRMs are developed to include only the features a business actually needs, removing the cost of unnecessary functionality and ongoing licensing fees. Organisations retain full ownership and control of the system with no restrictive contracts dictating usage policies, maintenance schedules or cost increases. Support arrangements can be established separately, offering flexibility and peace of mind without compromising autonomy.

Scale with ease - As a business evolves, whether through growth or downsizing, a bespoke CRM system can typically be scaled with ease to accommodate changes in data volume, user numbers and required features. This flexibility ensures the system can adapt to meet the changing needs of the organisation, supporting long term efficiency and continuity without the limitations often found in off-the-shelf alternatives.

Flexibility - Bespoke CRM systems are designed to be flexible, allowing them to easily adapt to changes in business processes, size or ever shifting customer requirements. This adaptability ensures that the system can be modified and updated as the business requires without relying on third-party vendors to dictate when or if changes will be made.

Better User Experience - Customising a CRM to meet the specific needs and requirements of both internal and external users results in a better experience for all. This approach improves the overall user satisfaction, leading to quicker onboarding, higher user adoption and increased productivity. Furthermore, if the system includes client facing features, it can significantly improve customer engagement and satisfaction.

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

Improved Reporting and Analytics - Organisations can opt for customised reporting and analytics tools that provide insights specific to their unique metrics and key performance indicators. This provides decision makers with actionable, easy to understand data, often more user friendly than off-the-shelf solutions, even for non technical users.

Data Security and Compliance - Custom CRMs can be developed to incorporate business specific security measures and compliance features that are required to meet industry standards and regulatory requirements. This is especially crucial for businesses handling sensitive customer data or those that gain a competitive edge by maintaining certifications to specific industry standards.

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 tools. We are committed to delivering exceptional customer satisfaction, every time. Whatever your CRM needs, we are here to help.

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

Difference Between Bespoke and Off-the-shelf CRM Systems

How Much Does a Bespoke CRM Cost?