Bespoke CRM vs Off-the-Shelf Software

What is CRM software?

Before diving in, let’s first explore what a CRM is.

CRM (Customer Relationship Management) software provides your organisation with a bird’s eye view of how your organisation’s clients and the products or services they are using, as well as helping track and manage their actions. CRM systems streamline processes across sales, marketing, and customer service, ensuring that no touchpoint is missed and that customer relationships are managed effectively.

To explore more about how CRM can transform your operations, check out our blog: What is CRM and Do I Need It?

What is Bespoke CRM?

Bespoke CRM systems are custom-built solutions that are custom-built to meet the specific needs and requirements of your organisation. These systems are tailored to fit your unique workflows, processes, and customer strategies. Unlike off-the-shelf software, bespoke CRMs offer complete flexibility and scalability, allowing you to enjoy a system that perfectly aligns with your organisation, helping your business grow and …

At Pragmatiq, we take the time to understand your business processes and objectives in detail. This ensures we design and implement a bespoke CRM system that maximises efficiency and delivers long-term value.

Advantages of Bespoke CRM

Unparalleled Customisation

One of the biggest appeals of implementing a bespoke CRM is the ability to fully customise the system to your business’s specific needs. Unlike off-the-shelf solutions, which often come with unnecessary features that clutter the interface and complicate processes, a bespoke CRM ensures that only the functionality you require is included. This streamlines your workflows, enhances efficiency, and creates a system tailored to your business objectives, eliminating the inefficiencies often associated with generic, pre-built CRMs.

Enhanced Scalability

A bespoke CRM is designed to grow with your business. As your company expands, so do your operational needs, and a custom-built CRM can be adapted to handle increased data, new departments, or evolving processes.

Enhanced Integrations:

Bespoke CRMs can usually be easily integrated with your existing tools and systems, from accounting software to ERP platforms, marketing tools, or even legacy databases. This level of seamless integration creates a unified ecosystem where all business functions are connected, ensuring that data flows smoothly across departments and reducing the chances of errors or data silos.

Flexible Pricing

While bespoke CRMs typically require a higher initial investment, they offer flexibility in pricing by allowing you to pay only for the features and functionality you actually need. Instead of being locked into a one-size-fits-all pricing model, you can customize your system based on your budget and business needs, avoiding the hidden or recurring costs often associated with off-the-shelf solutions.

Bespoke CRM Client Success Stories

At Pragmatiq, we use Dynamics 365 to build our bespoke CRM solutions and see the positive impact they have on our clients every day. Here are some of their stories:

• Charities: Tailored solutions for efficient referral management, donor relations, and volunteer coordination, boosting operational efficiency and enhancing donor engagement.

To see a real-world example of a Bespoke CRM for Charities check out our ‘Brighton Therapy Centre’ case study.

• Membership Management: Customised platforms for tracking member interactions, managing subscription renewals, and delivering personalised member experiences, fostering loyalty and retention.

Check out our client case study on ‘Zest’ to discover how one Membership organisation utilises a bespoke CRM.

What is an Off-the-Shelf CRM?

Off-the-shelf software refers to pre-built CRM solutions readily available to be purchased and used by businesses. These solutions come with a set of standard features and functionality designed to cater to a broad range of industry and business needs. Off-the-shelf software is typically mass-produced and requires minimal configuration, making it suitable for businesses seeking quick access to essential CRM tools without extensive development or implementation time.

While off-the-shelf software offers almost immediate usability and lower upfront costs, businesses may encounter limitations when trying to tailor the solution to their specific workflows and requirements. Features of off-the-shelf software often include lead management, contact tracking, sales pipeline management, and basic reporting capabilities. However, for businesses with unique processes or evolving needs, the lack of customisation available in off-the-shelf solutions may hinder long-term efficiency and growth.

Off-the-shelf CRM Advantages

Immediate Usability

One of the main selling points of off-the-shelf CRM systems is that they are ready to use straight out of the box.

Lower Upfront Costs

Off-the-shelf CRM systems typically come with lower initial costs, making them an attractive option for businesses working within a tight budget. The lower entry price is particularly appealing for smaller companies or those not yet sure how a CRM will impact their operations. However, while these systems may be cheaper to implement initially, businesses should be aware that additional costs can accumulate over time, such as licensing fees, maintenance, or upgrades to access features that aren’t included in the base package.

Quick Deployment

Off-the-shelf CRMs require minimal configuration, which means they can be implemented rapidly. This is particularly useful for organisations that need a CRM solution up and running quickly to address immediate operational challenges.

 Off-the-shelf CRM disadvantages:

Limited Customisation

While off-the-shelf CRMs offer a wide range of features, they are designed to be generalised and cater to the masses. As a result, businesses often struggle to tailor the software to fit their unique processes. For companies with specific workflows or niche industry requirements, the inability to fully customise the CRM can lead to inefficiencies, as teams may be forced to work around the system’s limitations. Over time, this lack of customisation can hinder productivity and growth, especially for businesses that require highly specialised functionality.

Scalability Issues

Off-the-shelf CRMs may not scale as easily as bespoke solutions. As a business grows, its needs will evolve, and the standard features of an off-the-shelf system may no longer be sufficient.

While off-the-shelf CRM solutions may offer immediate usability and lower upfront costs, a bespoke CRM ultimately provides more long-term value, especially for businesses with unique needs or plans for growth.

Why a Bespoke CRM is the Right Choice?

A bespoke CRM system is a better long-term solution for businesses with unique needs. Unlike off-the-shelf options, it allows you to customise the system entirely to fit your workflows, manage customer relationships, and support growth. You won’t be limited by generic features or forced to adapt your processes.

Bespoke CRMs scale with your business, integrate seamlessly with your existing tools, and focus on exactly what your business needs, ensuring efficiency and better customer satisfaction. Ultimately, it gives you the flexibility and control to manage your operations more effectively.

Still unsure about which CRM to choose? Check out Things to Consider When Choosing The Right CRM for more guidance.

Speak to a Bespoke CRM expert today!

By understanding the differences between a bespoke CRM and off-the-shelf solutions you can make a well-informed decision as to which aligns best with your business. If you require further assistance or have any questions, please don’t hesitate to contact our experts on 01908 038110 or via email at info@pragmatiq.co.uk.  We are here to help you find your perfect CRM match.