Businesses understand the need to introduce modern technical tools for accounting key business indicators, building a sales department's communication with customers, and checking the work of employees and departments. CRM systems solve these issues. The development of a CRM solution aims to increase customer loyalty and sales, which is of great importance for business interests. In this article, we want to discuss how to make custom CRM software.
What Is a Custom CRM System?
A custom CRM (Customer Relationship Management) system is a tailored software solution designed to manage a company's interactions with current and potential customers. Unlike off-the-shelf CRM software, a custom CRM is specifically built to meet a business’s unique needs and processes. It offers greater flexibility and scalability. However, to create your own custom-built CRM software, you need a team of professionals. For that, you can hire a top IT staff augmentation company to ensure you have the right experts to bring your vision to life.
Why is custom CRM systems development necessary?
The development of a CRM system is needed to organize convenient accounting in one place and automate business processes. The set goals are achieved with the help of customer relationship management systems. Developing custom CRM software allows businesses to interact best with the client audience. Moreover, this approach helps in creating an effective mechanism of marketing, service management, and sales. Custom CRM also solves many basic tasks, including creating a single source of information about the client.
The following niches benefit most from the custom CRM development:
- Real estate agencies
- Online stores (eCommerce)
- Enterprises
- Construction companies
- Trade companies
- Transportation companies
- Travel agencies
- Banks
The vast majority of off-the-shelf CRM systems are universal. They allow you to solve a huge range of tasks. Unfortunately, they are not convenient. Most users of off-the-shelf CRM systems usually need no more than 10-20% of the features. After all, to use the off-the-shelf CRM solution properly, your employee will have to study it all. To perform simple tasks in off-the-shelf CRM, your employee will have to perform far more actions than he or she will do in the case of custom CRM. It is also worth noting that most off-the-shelf CRM systems are computer programs and can not work on mobile devices.
Another good reason to order the development of CRM software is the lack of functionality of off-the-shelf systems. Sometimes we meet companies that use 4-5 different CRM systems simultaneously. This looks as follows in practice, for example, in real estate web development: customer data may be stored in one system, project details in another, and document management in yet another. To explore how a custom CRM solution can address these fragmentation issues and how it compares to an ERP system, check out our article on ERP system vs CRM.
Here is an example of one such case. The company has 5 managers with a salary of $700. Each of them spends 1.5 days a week reporting and comparing data from different systems. Using simple calculations, the company spends $1050 per month to perform the work that can be automated and, in their case, fully paid back in 6-7 months.
To avoid such inefficiencies, consider developing an ERP system that can unify various business functions and enhance efficiency.
What business problems does custom CRM software development solve?
CRM software primarily serves to automate sales and customer communications but also automates other work processes, document management, and task setting. All actions are automatically documented so that the manager can easily see and evaluate the work of his subordinates at any stage of interaction with the system. CRM system for business helps dozens of times to speed up the processing of applications and reduce the time of filling out documents. Custom CRM solves the following business problems.
Loss of new clients
CRM helps eliminate the loss of new clients. CRM takes away the factor of poor customer service when a manager simply forgets to call back in time. Also, after answering the client, managers often forget to take him or her through the sales funnel, and the deal is simply lost. CRM solves these problems. For each client, CRM sets managers tasks - to call back, to send, to get an answer, to write, etc. By doing so, they clearly see who they need to talk to today and who only next week.
Unclear indicators of managers' work
The development of a CRM system will allow the company to monitor the work of the sales manager:
- Whether he or she correctly communicates with the client
- Whether he or she sells according to the script and the sales funnel or just speaks in own words
- A friendly interface provides widgets to compare the effectiveness and productivity of managers - the number of calls and minutes per day, how many customers were moved through the sales funnel, how many sales were there in a month, and for how much money.
- All calls and customer touchpoints are attached to the deal card and are available for listening and evaluation.
CRM simplifies employee interaction. The number of sales grows mainly due to the proper set up of processes and KPIs around the system.
Requests from different sources get lost
CRM allows your company to combine all communications:
- Some people like to communicate on the phone
- Some are more convenient to write an email or on WhatsApp
- Some leave requests on the website
- Others make orders directly via comments on Instagram
Managers often are bogged down in dozens of ways to communicate with different clients. But with CRM, he or she can answer all the messages from one window and listen to all the past negotiations with the client to remember the agreements.
Leads are not converted into sales
CRM marketing allows your company to bring the client to a sale by showing advertising banners with the right message, depending on the stage of interaction with the client. For more insights on this, check out our detailed article on CRM use cases to see how these strategies can be effectively implemented.
Routine is time-consuming
CRM automates the routine by simplifying the work of managers:
- A customer who left a request can automatically receive an email and SMS with a greeting
- Your advertising will start to catch up with him or her on social networks
- If the client is already close to purchasing, your manager will prepare an invoice, contract, and accompanying documents in 1 click, reducing the paperwork time. Details, goods, and costs will be automatically imported from the deal card.
CRM helps to automate sales and communications with customers and counterparties, as well as monitor managers' work and other key business processes.
What can be connected and integrated with a custom CRM system?
An important factor in business automation is the integration of a custom CRM with other services and software. It is possible to connect custom CRM with almost everything. Here it is important to understand 1 point. For many CRM systems, there are ready-made integrations, and they may be free or paid. And if there is no such integration, your company must connect the needed service with the help of the open API. You can connect to your CRM:
- HubSpot
- Marketo
- Mailchimp
- Zendesk
- Freshdesk
- Intercom
- Help Scout
- PayPal
- Stripe
- Square
- Xero
- FreshBooks
- Sage
- Trello
- Asana
- Basecamp
- Slack
- Skype
- Tableau
- Power BI
- SurveyMonkey
- Typeform
- Google Forms
- Qualtrics
- Calendly
- Acuity Scheduling
- Doodle
- DocuSign
- Adobe Sign
- PandaDoc
- HelloSign
- Twilio
- Nexmo
- Plivo
- TextMagic
- Hotjar
- Crazy Egg
- Mixpanel
- Plerdy
- SE Ranking
CRM software stores information about customers from different sources, as well as the history of interaction with them. CRM integration with different software allows your company to increase sales, reduce costs, and improve customer service.
If you need more complex software like ERP, you can hire ERP developers at MaybeWorks!
What Functions Must be Included in Custom CRM Software?
Different custom CRM systems have their own functionality, which is suitable for running a particular business. Still, some tools should be in any custom CRM software to optimize work. We have divided them into basic and custom-made advanced features.
Basic Features
Here are the basic features you need to create custom CRM software:
- Contact management. This feature of a CRM system structures customer contact data, which leads to a better understanding of their needs.
- Sales management. A tool for quantifying sales opportunities should be in any CRM system.
- Target audience identification. The CRM software matches similar customer traits based on demographic, geographic, and psychographic factors, which also helps in company development.
- Reports and dashboards. This feature is essential because it helps employees see and analyze performance statistics visually. Understanding the dashboard development process can further enhance how organizations implement effective reporting tools.
- Sales analytics. Thanks to sales analytics, your team can draw conclusions about which direction to take steps in.
- Data warehouse. CRM systems typically have built-in data protection and backup tools.
- Chat integration. This tool makes it possible to communicate with employees within the team through CRM software, as well as employees with customers.
- Integration of web analytics. This feature collects data on visitors to the site, analyzes this information, and identifies problem areas.
At MaybeWorks, we have broad expertise in custom CRM development thanks to augmenting several CRM development teams.
Custom-Made Advanced Features
Here are examples of custom-made advanced features for your future CRM:
- AI-powered insights. You can use AI to analyze customer data and provide predictive insights and recommendations for sales strategies.
- Advanced workflow automation. Create complex, multi-step automation workflows that handle various business processes beyond sales, such as marketing campaigns and customer onboarding.
- Multi-channel communication. It enables customer communication across multiple channels, including SMS, chat, and social media, all from within the CRM.
- Role-based access control. You can implement granular access controls to ensure that users only have access to the data and features relevant to their roles.
- Customizable user interface. You can allow users to customize their interface with widgets, themes, and layout adjustments to suit their preferences and workflows.
- Gamification features. You can implement gamification elements like leaderboards, badges, and rewards to motivate sales teams and improve performance.
If your team needs help, our augmented developers can help you build your own custom CRM software from scratch.
Off-the-Shelf CRM vs. Custom CRM
Every company has dozens of unique processes that are closely living to each other. And very often, they are interested in one common question - what CRM to choose: custom or off-the-shelf? Below we compare off-the-shelf CRM and custom CRM.
| Off-the-shelf CRM | Custom CRM |
|---|---|
| Off-the-shelf CRM is universal. Therefore it has unnecessary features and does not consider the company's specifics. | Custom CRM is created taking into account the specifics of the direction of the company and includes only the necessary functionality. |
| Off-the-shelf CRM has serious limitations and cannot be integrated into a range of services your business may require. | Custom CRM easily integrates with any necessary services like IP telephony. |
| Most off-the-shelf CRMs are available only on a monthly payment basis. To connect a new employee to it, your company will have to pay an additional fee. | Custom CRM is available on a free-of-charge basis after the development is ended. The number of users is not limited. |
| Off-the-shelf CRM provider undertakes to configure the system and the security of data in it by their own forces, as the system can only work on its servers. | You can host custom CRM on your servers. In this case, you guarantee data protection and provide the necessary configuration. Ownership rights and source codes remain with your company. |
| Some of the functionality is quite complex and cannot be mastered by ordinary employees without special instructions. | Before implementing the CRM system, the development company can teach your employees all the nuances of its proper use. |
| Off-the-shelf CRM can not be further developed, as well as expanded with the desired functionality. | At any time, custom CRM can be changed and finalized by a contractor, a third-party programmer, or a company specialist. |
When is it Better to Refuse to Develop a Custom-Build CRM?
We at MaybeWorks highlight 5 cases when you should abandon the idea to develop custom CRM from scratch.
High Initial and Ongoing Costs
Custom CRM software development isn't just about the upfront development costs. It involves continuous expenses for maintenance, updates, and potential troubleshooting. If your business has no substantial budget allocated for these ongoing costs, an off-the-shelf CRM can provide a more predictable and manageable financial commitment.
Urgent Deployment Needs
Time is a critical factor. Custom CRM software development from scratch can take months or even years. If your business needs a CRM solution urgently, perhaps due to rapid growth or a pressing project, an existing CRM that can be deployed quickly is a better option.
In-House Technical Limitations
Building and maintaining a custom CRM requires a team with strong technical expertise, not only in software development but also in CRM best practices and data security. If your organization lacks this expertise, the risks associated with a custom build increase significantly. Pre-built CRMs come with customer support and regular updates managed by the provider, reducing your technical burden.
Effective Alternatives Available
The CRM market is saturated with high-quality options catering to various industries and business sizes. Before deciding on a custom CRM web development, thoroughly research existing CRMs. Solutions like Salesforce, Microsoft Dynamics, and Pipedrive offer extensive customization and integration capabilities, often satisfying most business needs without needing a custom build.
Avoiding Business Distraction
Custom CRM app development requires substantial involvement from key business stakeholders, including time-consuming decision-making and constant feedback loops. This can distract from core business operations. Pre-built CRMs allow your team to focus on what they do best while leaving the CRM custom development and maintenance to the experts.
What are The Common Challenges in Custom CRM Development?
Here are 3 challenges you can encounter during custom CRM system development.
Scalability and Future Proofing
Businesses grow and evolve. Their CRM must scale accordingly to handle increased data volume, user load, and new functional requirements.
Challenge. Custom CRMs built without scalability in mind can become bottlenecks as the business expands, requiring costly rework and upgrades.
MaybeWorks custom CRM software developers design CRMs with scalability as a core principle. We use modular architecture and cloud-based solutions to ensure the CRM can grow with the business. Additionally, by leveraging modern tools to convert Figma into React components, we ensure that the user interface can be easily updated and expanded without sacrificing performance. This forward-thinking approach includes planning for future features and technological advancements, ensuring the CRM remains relevant and effective over time.
Ensuring Data Security and Compliance
CRMs handle sensitive customer data, making security and regulatory compliance critical concerns.
Challenge. Maintaining robust security measures and compliance with regulations like GDPR or CCPA can be complex and resource-intensive.
Our developers at MaybeWorks prioritize security and compliance from the outset. Our team stays updated with the most recent security protocols and regulatory requirements, implementing robust encryption, access controls, and regular security audits. This proactive approach ensures that the CRM not only meets current standards but is also prepared for future regulatory changes.
Integration Complexities
CRM systems must work in unison with other business systems already in place, like customer support platforms, accounting software, and email marketing tools.
Challenge. Custom CRMs often face integration issues, leading to data silos, inefficiencies, and disruptions in business processes.
Our MaybeWorks developers have extensive experience in system integrations, ensuring that the custom CRM can smoothly interact with other business applications. Our expertise also helps us design APIs and use middleware solutions to facilitate seamless data exchange and process automation.
10 Steps to Develop Custom CRM Software
Here, we want to outline the essential steps to build custom CRM. These steps will describe how to build a custom CRM system that is as actionable as possible.
Define Objectives and Requirements
Identify the specific goals for your CRM. Do you need it for managing sales pipelines, customer support, or marketing automation? Clear objectives help focus your development efforts, especially when using rapid application development for a faster and iterative build process.
Gather Requirements
Talk to the people who will use the CRM. Understand their daily challenges and the features they need, such as contact management, task tracking, or integration with existing tools. Sort these requirements according to importance to the business.
Choose the Right Technology Stack
Select a technology stack that supports your needs and scalability. For example:
- Frontend. React or Angular for dynamic user interfaces.
- Backend. Node.js or Django for robust server-side operations.
- Database. PostgreSQL or MongoDB for flexible and scalable data management.
If you need to augment your development team, you can hire CRM developers at MaybeWorks.
Design the Architecture
Map out the system architecture, detailing how components interact and data flow. Focus on scalability, security, and performance. Based on your project size and complexity, decide whether you will use a monolithic or microservices architecture. What are microservices in software? They allow for easier scalability by dividing your CRM into smaller, independent components that can grow separately.
Develop a Prototype
Develop custom CRM with basic features to validate the design and functionality. This will help gather early feedback and make necessary adjustments without investing heavily in full-scale development.
Core Feature Development
Start with the essential features:
- Contact management: Capture and organize customer data.
- Sales automation: Track leads and manage sales pipelines.
- Customer support: Handle support tickets efficiently.
- Reporting and analytics: Provide insights through detailed reports.
Use agile development methods to build these features iteratively and ensure continuous improvement based on user feedback.
Integration with Other Tools
Ensure your CRM can work seamlessly with other software. Common integrations include email marketing platforms, social media tools, and accounting systems. Use APIs to facilitate these connections.
Deployment and Monitoring
Deploy the CRM to a production environment. Use monitoring tools to track performance, user activity, and system health. Set up alerts for any critical issues to address them promptly.
Feedback and Iteration
Collect feedback from users regularly. Use this information to refine and enhance the CRM. Agile development practices can be particularly effective in implementing continuous improvements.
Maintenance and Updates
Plan regular maintenance to fix bugs and keep the system up-to-date. Regular updates improve functionality and enhance security and performance.
Custom-build CRM Development Pricing For Different Approaches
Here, we'll delve into the specifics of outsourcing and outstaffing on custom-built CRM software development.
Outsourcing
Outsourcing involves hiring an external company to oversee the entire CRM development process. This approach is satisfactory for businesses that prefer a hands-off method and wish to utilize the expertise of custom-built CRM software developers. Cost components:
- Project management: ensures the project is on track and meets deadlines.
- Development: core coding and system development.
- Design: user interface (UI) and user experience (UX) design.
- Testing: quality assurance (QA) to identify and fix bugs.
- Maintenance and support: post-launch support and updates.
According to Cleveroad, a medium-sized CRM project might involve a 6-month timeline with a team including:
- 1 Project Manager at $8,000/month
- 3 Developers at $5,000/month each
- 1 Designer at $4,000/month
- 1 Tester at $4,000/month
Breakdown:
- Project Manager: $8,000 x 6 months = $48,000
- Developers: $5,000 x 3 x 6 months = $90,000
- Designer: $4,000 x 6 months = $24,000
- Tester: $4,000 x 6 months = $24,000
Total Estimated Cost: $186,000
Outstaffing
Outstaffing involves hiring individual custom CRM developers or teams who work remotely but are managed by your internal team. This approach is cost-effective and provides more control over the development process. Cost components:
- Salaries of hired staff: vary based on developers' location and expertise.
- Management overhead: costs related to managing the remote team.
For a 6-month project with:
- 1 Senior Developer at $8,000/month
- 2 Mid-level Developers at $5,000/month each
- 1 Junior Developer at $3,000/month
Breakdown:
- Senior Developer: $8,000 x 6 months = $48,000
- Mid-level Developers: $5,000 x 2 x 6 months = $60,000
- Junior Developer: $3,000 x 6 months = $18,000
- Management overhead (10% of total salaries): $126,000 x 0.10 = $12,600
Total Estimated Cost: $138,600
We at MaybeWorks offer time-and-materials and flat-rate models. The time-and-materials model is ideal for projects with dynamic requirements. In contrast, the flat-rate model best suits well-defined projects, offering fixed costs, clear deliverables, and budget certainty. For more information, read our article about IT staff augmentation pricing.
MaybeWorks expertise in custom CRM development
It is simple to achieve maximum results in sales with custom CRM software. Tracking each request, collecting all the information in a single database, setting and controlling the tasks of subordinates - this is just a small list of features that a custom CRM system will open up to you.
The last project where our developers augmented the client`s team was the appointment booking CRM system - a cloud-based CRM for small and medium-sized businesses. With it, a manager can schedule appointments with clients for services and group activities, take payments, and send reminders. This appointment booking CRM system is integrated with Google Calendar, Outlook, Office 365, QuickBooks, etc.
MaybeWorks IT staff provider augmented the client's team with a full-stack developer. His main focus was on backend functionality (optimization and enhancing functionality). The main and most complex task he completed was REST API development from scratch (with OAuth 2.0 authorization).
Our mission is to help our clients solve difficult problems and always be there for them when they need us. Feel free to contact us to discuss assistance in your custom CRM development.
FAQ
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Can custom CRM development help with data migration from my old CRM?
Yes. Custom CRM development allows for tailored solutions to ensure all your data is accurately transferred, minimizing data loss and compatibility issues. This approach can also provide customized data mapping and integration processes to fit your specific business needs.
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How secure is a custom CRM system?
A custom CRM system can be very secure if it is developed with robust security measures. Key security features include data encryption, user authentication, access controls, regular security updates, and compliance with industry standards. However, the overall security also depends on the development team's expertise.
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Can a custom CRM system be integrated with my existing tools and software?
Yes. Custom development allows for creating bespoke APIs and connectors tailored to your specific needs. Your custom CRM can seamlessly integrate with various applications, such as email platforms, marketing automation tools, accounting software, and more.
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What factors influence the cost of custom CRM development?
The cost of custom CRM development depends on the complexity of the features, the level of customization, the development time, integrations with existing tools, security requirements, and the choice of technology stack.
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How long does it take to develop a custom CRM system?
On average, a basic system can take 3 to 6 months to complete, while more complex projects may take 6 to 12 months or longer.
