CRM Systems – Custom or Off the Shelf?
The question we are exploring here is one we are often asked by clients, is a custom made CRM or an off-the-shelf CRM better?
Simply put; it depends what you need but here we’re going to try and provide a balanced view. In the interest of full-exposure, we do specialise in developing custom built CRM systems at Razor Edge Media, so of course we do have a vested interest in systems as a whole, especially the custom built kind.
However, we will try to remain impartial.
We do offer a “Find me a CRM” service where we can search through all the many, many off-the shelf systems out there and give our feedback, findings and make recommendations on the best fit for your needs.
Issue 1 – The Cost
Off The Shelf
No arguments here, off the shelf systems are generally cheaper, as you’d expect. That being said there are some pretty damned expensive ones out there. Think of them like Ikea furniture, they’re mass-produced, one-size-fits-all systems usually designed to be task or industry generic.
Custom Made
So, custom made systems will generally cost you more, but again, sticking with the furniture analogy – you are realistically getting what you pay for. Custom made systems require the time to be taken by the employees of a development agency to focus specifically on your product, your requirements and your exact functionality and intricacies. Therefore, the simple fact is that company has to charge for that time. Payment plans are sometimes available on projects like this.
Issue 2 – The Task at Hand
Off The Shelf
So, taking the same slant as the last point; the off-the-shelf CRM system often is built to do a general task or set of general tasks well. Depending on what tasks you need it to do there may or may not be one out there that is a glass-slipper-perfect fit for you! Because they rely on mass-use they have to have mass-appeal. They’re generic and we’ve often encountered businesses attempting to shoehorn themselves into a bought-in CRM system.
Custom Made
Well custom made, it does exactly what it says on the tin – custom made is always a better fit. That’s why a tailored suit always looks better than the off-the-shelf variety; because it’s made for YOU – not just someone/anyone roughly your size. A custom made CRM is moulded around your business, your individual requirements and the specific ways YOU do things. No arguments, custom made wins this round!
Issue 3 – Future Proofing
Off The Shelf
This one is more challenging, off the shelf systems are usually as they come, bought as seen. They’re the Ikea furniture again, what you see is what you get and if you need a more substantial chair in your new house then you’ll just have to go back to Ikea and buy another one better suited for purpose at that stage, and again it will be another chair that just “kind of” fits into what you’re looking for.
Custom Made
Most digital agencies – yes we include ourselves in this one – will not just pack up a CRM system and hand it to you and ride off into the sunset. They’ll stick with you, update it, improve it, change it, adapt it as needed. They’ll help it grow with your business, adapting to you rather than you having to adapt to it. Meaning you get on with your business and the CRM system gets on with helping your business do what it does, smoother, more efficiently and quicker!
Issue 4 – Integration
Off The Shelf
Many off-the-shelf systems are built alongside or actually BY a company that runs another kind of business software. ACT for example is built by SAGE and therefore it integrates exceptionally well with SAGE – not so well if you run another accounting software. This limits your choices somewhat if that kind of integration into your billing/accounting software is necessary for your business. The same is true for other off the shelf systems, they’re sometimes designed to work with other software, sometimes not. And if they’re not, they probably never will.
Custom Made
Generally, custom made ought to be able to link up with just about anything. That being said, it is not always possible. Some software companies do not allow or want developers to be able to integrate custom systems with their software. So it can sometimes be the case that it just isn’t doable at all, no matter what the intentions of the developer or yourself. Sort of a draw this one!
To Sum Up
So, to sum up, the answer – as it often tends to be – is simply, there are pros and cons to both options.
You have to weigh up whether you want a short-term or long-term solution against what your affordability is like and how complex a task or system you need the CRM system to perform.
Here we are always open for advice or help and support, our job is to help your company make the right decision on what to do in order to monitor your internal movements and processes. It’s also worth thinking about what a CRM could do for you, the possibilities are endless and, with custom made, all achievable. But the more you want it to take care of for you, take note, it will always cost more – this is true for both options.
