Off the Shelf CRM systems

An off the shelf CRM system is one which you purchase and mould your business around. They already have functionalities for you to use (built-in), however, usually they have a lot more than you need. The idea behind an off the shelf CRM system is that it is a one stop shop. No matter your internal processes, industry or size, you will have to use it as is built.

There are some off the shelf CRM systems which allow you to contact the developers and ask for changes, however, it has been proven that these changes can cost an arm and a leg!

Some Off the Shelf CRM systems have been built for certain industries. I.e., Proclaim is a system which is known for being used within the legal sector. These systems specialise and encompass all the needs for a certain industry or sector. However, one thing they forget to understand is, not all businesses run the same. Within a sector, a company wants to stand out, be market leader, undertake actions and streamline processes like no other company. Can this be done with a system produced for the masses? This is an ongoing debate and is probably best left to your discretion once you have researched into these different systems.

Off the Shelf CRM systems however, we cannot deny, can be cheaper. Licensing costs can be cheaper than a bespoke system. The cost for licenses usually depends on the platform that the system is built on. Some bespoke systems such as Microsoft Dynamics 365 or Salesforce are built on more secure platform, e.g. Microsoft Dynamics 365 systems are rested on a Microsoft server, therefore, the security aspect of the system in regard to data is taken care of with their billion pound security infrastructure, whereas, smaller off the shelf systems may not have these backings.

Bespoke CRM systems

Bespoke systems are those that are built for your organisation, and your organisation only. They include a consultant coming out to your business, taking requirements, understanding your business (I like to say understanding each part better than the owner in most instances!) to gauge an understanding of what the company needs. This is always a good time for your organisation to see if there are any ways in which internal processes can be changed better the company! Basically, it’s like a free business consultation and a requirement gathering in all in one!

A bespoke CRM system is not just about data management. It is about streamlining internal processes. It is about ensuring that the organisation is running as effective and efficient as possible. We don’t want to eliminate jobs; however, we want to ensure that the system allows mundane tasks to be disregarded so the team can better use their time and skills! Whether this be in the marketing sector – not having to manually keep track of who to send certain mailshots to due to dynamic marketing lists keeping track based on data entered by the sales team! Or chasing invoices if they have not been paid in time, let the system do this automatically, freeing up time for the team to do what they do best! Allowing the process from sales, to quote, to delivery, to accounts to be run seamlessly through the system without having ‘forgotten’ or ‘missing’ anything.

Bespoke CRM systems usually start on a base. For example, Dynamics 365 has an out of the box system which is then worked on and manipulated to suit your business needs. No system will or should be the same. Fields can be added based on what the organisation needs, workflows created for to your specification, and the best part – it’s not hard! Once the main frame has been built and completed, training allows internal IT to be able to make small changes once training has been completed! (You don’t get training with off the shelf systems!) If not, there are consultants all over the world that specialise in these sorts of systems – you are not stuck with one developer, as you may be with an off the shelf CRM system.

Bespoke systems, however, tend to be more expensive, but depending on your business needs, these can come down. They are usually paid directly to the platform you are using e.g. Microsoft – so you know you are not getting ripped off!!

Both systems have their pros and cons, however, I always say, it may be best to see how much belief you have in your business. If you feel like you are just dipping your toes in the water and aren’t sure if you will pursue the business, then off the shelf is best as the costs are a lot lower. However, if you are in this for the long haul, then a bespoke system allows you to be proactive as opposed to reactive. Get it right from the start, create your internal processes from the start, understand your business needs, from the start!!