Custom CRM’s vs the template one. Processes automation during the…
Tags: CRM

Custom CRM’s vs the template one

While traveling, I was invited to a party that I didn’t count on. To get a good look, I decided to buy a blazer. Of course, I didn’t have time to make an individual cut, so I bought it in a mall. It looks good, sits well, fits almost everything, but it is not perfect. And this is not surprising, because you can not buy products designed for the mass market, which would suit everyone. Yes, for a party is enough, but for a business meeting?

In this article, we will look at such products for the mass market and individual development. However, we’ll compare not blazers but CRM’s.

WHAT IS CRM?

In short, a CRM system is a program for structuring work with clients.

What is the value of CRM systems? They store data about current and potential customers from various sources and optimize processes in sales, marketing and customer service. It’s central storage of information about them, transactions and other influences with a user interface with a set of features.

Regardless of the industry, optimizing customer relationships can be a lifeline during an economic recession. According to Bain & Company, in financial services, a 5% increase in customer retention produces more than a 25% increase in profit.

WHO WILL BENEFIT FROM THE CRM SYSTEM IMPLEMENTATION?

Owners, founders and top managers of the business will get:

Control over indicators of operational work;

Quality analytics;

Systematization of the client base;

Planning and forecasting tool;

An additional measure of information security;

A tool for personnel management and task setting, as well as their delegation;

An information base for marketing, promotions and sales development.

On the other hand, employees, managers or specialists will also find a CRM-system as a useful working tool. With its help, it is possible to increase control over their own work and reduce responsibility for potential data loss. Moreover, it is more effective to build relationships with customers and set reminders of important events.

Even HR specialists CAN find CRM beneficial. Using it, they can easily create cards of employees, make notes on them, and evaluate each person’s effectiveness in the company, if it has this functionality.

However, the system does not work by itself ─ it is a tool. Its benefits can be obtained only after the proper implementation and staff training.

What functions and modules should be in your system? Ask yourself:

Which parts of the company’s business process architecture are weakest?

In which tasks, there is a high probability of error due to the human factor?

Do I need methods for collecting, structuring and storing information?

Do I need mechanisms for generating reports of a different type, evaluation of time costs?

What are the main factors that reduce the efficiency of businesses?

3 TYPES OF CRM PURPOSES

We can identify three types of purposes, whose functions often overlap.

Operational. Emphasize the automation of marketing, sales, service processes and achieving short-term goals. Transactions and documents are stored here. Newsletters, etc., are also conducted from it. Reporting in such systems is related, but not leading functionality.

Analytical type of system receives and analyzes the client’s data. Suitable for complex integration, for example, with the online store payment system. In other words, analytical CRM may serve the purpose of segmentation, assortment management, etc.

Strategic. Synchronize communications with customers and partners through different channels: phone calls, emails, chat-bots and social networks. Such CRM-systems may include a personal client cabinet. It is also possible to develop a set of components for project and task management.

There are two ways to implement the system: to buy a ready-made solution or order custom development.

READY-MADE SOLUTIONS

Ready-to-use CRMs include a set of essential tools. They often cover standard business processes and don’t delve into specific industries. Such an option is quite affordable and suits companies that wish to automate one or two aspects of work (such as conducting customer transactions and making calls).

Some solutions offer system additions. In this case, ready components are adjusted to the specifics of business under the requirements specification. The main task of the client is to correctly collect the requirements and present them to the developer.

Benefits:

Cover most of the needs of businesses in favoured industries, such as restaurants and retail stores;

Customer support, but most often you have to pay extra for it;

You can start using it faster. It only takes time to implement and set up.

Drawbacks:

Pre-made solutions are designed for the bulk consumer. They may lack the features you really need. The initial fee for a CRM system is less than for a custom one. But most providers provide their software on a subscription basis, which means you have to pay every month. Different functional modules, technical support and integration can be paid for as separate fees. The list of applications for syncing is often limited. If your business grows, along with the client base’s growth and the number of users of the system increases the fee. Moreover, CRM vendors do not always disclose the full list of paid services on their websites. For example, quite accidentally, you may find a surprise like a fee for overstoring. In the case of template CRM, you rely entirely on its provider. You do not get full control over the software and the accumulated database.

There are also free CRMs, but they are usually limited functionality. For example, it can be a version without technical support, updates, technical limitations, and advertising.

CUSTOM CRM

In a custom system, you can implement the most necessary functions for a particular business. What’s essential, not only the features you need, but also the user-friendly ones. Customized solutions fit those who:

needs to implement unique functions;

works in narrow niches;

interested in maximum security;

has developed complex business processes;

has accumulated considerable data about customers.

Custom CRM gives businesses the flexibility to adapt to new realities. The system can be developed to suit your needs and respond to challenges more effectively.

It’s possible to create your own unique process of working with the clients, where it’s essential to be on time with them when they’re ready to buy. Moreover, to work with the customers after they have already purchased. After all, it’s much easier for them to buy again than a cold customer who doesn’t know you and doesn’t trust you yet.

If many people are working on a project, you can implement a system of rules. For example, suppose a specialist doesn’t respond to an assignment within 24 hours. In that case, a notice should be sent to his or her supervisor.

Mobile adaptability

Smartphone access allows you to connect to the system via a mobile or adaptive cloud CRM web app. The main advantage is that sales managers can use the system’s tools and data, even on the road while communicating with clients. The mobile system can also manage schedules, analyze data, generate reports, and upload and download files. Because employees can get help in real-time, customers will always receive high-quality service.

Webmil web-production offers progressive web app development (PWA). This technology visually and functionally transforms a website into an app (mobile app in a browser). Thus, you can open the application with a mobile browser. For example, You can view previously downloaded information even without being connected to the Internet. You can even temporarily save a certain amount of data downloaded immediately during the next connection to the network.

Benefits

No monthly fee means savings in the long run. After a one-time investment in development, the software is yours.

The private developer can install additional features to the custom application on request.

The developer takes care of the migration of existing databases and synchronizes the new CRM or ERP with your old systems.

Custom software is developed, taking into account the niche, structure, and business processes of a particular company.

One of the disadvantages of custom systems is their cost. The initial investment will definitely be higher than the template version. It depends on the complexity of the project and the rate of the developer. Among the disadvantages are usually mentioned in a more extended period of implementation. After all, the program must first be designed and developed, and only then — to start the implementation and configuration.

The period of development and implementation is directly proportional to the price, because it depends on the complexity, the need to integrate with other applications, etc. However, it’s possible to create an MVP for CRM, a pivotal functionality to get started. This will allow you to launch a working system in a tight timeframe and add new features as needed.

CONCLUSION

Automation during the recession and its aftermath is one of the right ways to overcome it. And CRM is the optimal tool to work with the team and clients to retain them and further business development in 2021.

What CRM to choose depends on the specifics of a particular business. The choice may be influenced by the turnover, security requirements and the need to implement unique features. Unfortunately, template CRM solutions can not be fully adapted to all business processes, so we recommend you pay attention to custom.

The development of a working system can be ordered from us. We know that the ability to work “from anywhere in the program” is vital. Therefore we provide a function to create the necessary information cards from the point in the system where you locate.

We dig deep into our clients’ business goals and processes to develop solutions specifically for them. The goal is to automate the office routine and get rid of the human factor. We also offer system protection against hacking and employee training.