Build Your Own CRM System or Buy Open-Source CRM Software
Customer care is crucial to improve customer brand loyalty. In fact, 95% of customers believe customer service is vital for ensuring brand loyalty.
Thus, using CRM software is one of the best ways to improve your business ROI, retain customers, and improve conversions.
However, deciding which CRM tool is right for your business is complicated and takes time. Some CRM software is “one-size-fits-all” systems that aren’t very flexible. But many open-source CRM systems allow for more customization.
Therefore, it is crucial to assess the reasons for building your own CRM and buying open-source CRM software to determine which option will work best for your company.
So, let's get started!
What are the reasons for building your own CRM system?
The market offers a wide variety of ready-to-use CRM software. However, a lot of companies still build their custom CRM software.
These businesses find legacy systems too expensive or have developers who can build CRM systems on their own.
Here are the reasons why businesses prefer to build their custom CRM system:
1- Reduce Cost
If you have an internal IT developer who can build a CRM system, then you will save on purchasing costs and licensing fees to buy packaged software.
Three main factors can cause building your CRM system cost to go up or down:
∙ CRM Software Design: You can reduce your cost if you prefer not to elaborate design solutions for your software.
∙ Custom Development: The custom development cost depends on the company you outsource to, its location, and its experience. Businesses save money for services by practicing outsource development.
∙ Support and Maintenance: If a part of a CRM system breaks down, it causes the halt of all currently running operations. Therefore, specialists are required who can provide prompt technical support while creating a CRM platform. If you have the required technical support staff, then you can get the benefit of saving money.
Custom-built CRM systems involve the up-front cost of older, on-premises CRM and long-term upkeep costs of cloud-based SaaS CRM. Also, it adds the development and support responsibilities on you instead of the software vendor.
Therefore, businesses that already have the personnel and the know-how often have an advantage in developing custom CRM systems.
CRM systems offer advanced customization features that may not be necessary for your industry, business type, or operational complexity.
If you deploy a complex enterprise CRM software suite that does not necessarily reflect your existing processes, you will need to train your employees to adapt to the new system.
However, building your CRM application allows you to design it based on the workflow that your teams are already familiar with. It helps you train your team members in less time.
Therefore, building your CRM system allows you to customize it to your needs if you need specific features or integrations. It also means you don’t pay for packaged software with features you don’t need or won’t use.
As the economy changes, businesses are constantly getting new requirements for their operations, clients have new requests, and the number of employees changes too.
Thus, a CRM system must be highly scalable and flexible.
With custom software solutions, you can automatically anticipate the future success of your business. Building your CRM system helps you to scale and modify it when needed.
Therefore, if you’re not finding a suitable CRM system that can grow as your business expands, it’s best to build one, especially if you plan to add different verticals.
What are the reasons to buy an open-source CRM system?
Open-source CRM is great for businesses that are looking to re-purpose the extensions developed by the open-source community.
The flexibility and extensibility of open-source CRM are other benefits, along with the reasons listed below:
1- No Server Capacity and Staff Resources to Support Your Own CRM System
Running your own CRM server requires a robust server. You also need IT staff to maintain, upgrade and troubleshoot the system.
It involves the cost of hardware, dedicated Internet connections, bandwidth, power, space, repair costs, and support staff to run your servers.
However, open-source CRM solutions usually run on Linux. They often combine freely available software, such as Apache web server and PHP.
Download the open-source version and host it on your Linux-based server. The enterprise versions are hosted by the developers themselves so that you do not have to manage them.
2- You Get Great Value from the System
Open source CRM offers useful features, such as customer support, pipeline management, market automation, and contact management.
In fact, some open-source CRM systems are feature-rich. They also allow you to build apps, widgets, and integrations into the system. There are open-source ticketing systems that allow third-party developers to build new integrations on the platform. They also offer sales tracking, webhooks, and several leads or contacts.
3- Easy to Implement
Building your CRM takes time to develop, even before implementing, training, and adapting it into your business.
Thus, buying a ready-made system means you can be up and running quickly.
Besides, an open-source CRM offers a minimal learning curve. It means the users can grasp the interface quickly and get started in no time.
Large businesses with existing IT staff whose needs cannot be met by existing systems can prefer building their CRM. It helps them to save money by eliminating long-term subscription costs.
However, most small businesses with no IT staff and limited budget are better off buying an open-source CRM system and tailoring it to their needs. But even if you opt for a pre-built system, it is crucial to remember that your CRM needs must fit your business.