Custom CRM system: when it pays off over an off-the-shelf CRM

A custom CRM system pays off when an off-the-shelf CRM covers only sales, while the rest of the work, such as contracts, work orders, billing or a client portal, still lives in spreadsheets. If you only need a contact list and a sales pipeline, a ready-made CRM like HubSpot or Pipedrive is the faster and cheaper choice.

When is an off-the-shelf CRM enough?

If the team tracks enquiries, quotes and deals, and the sales process looks like most companies’ processes, a ready-made CRM will do the job. You pay a monthly per-user subscription and start right away. The problem starts when you have to bend the CRM with add-ons and client data still lives in three places.

When does a custom CRM pay off?

• Alongside sales you manage contracts, subscriptions or recurring billing.
• You need the CRM connected to tax reporting, e-invoicing, network equipment or inventory software.
• Clients need their own portal for invoices, contracts or requests.
• The team pays for many user licences but uses a small part of the features.
• Your procedures are specific to your industry and no ready-made CRM follows them without workarounds.

What does a custom CRM usually include?

A list of clients and leads with statuses, a Monday-style board for tracking work, notes and contact history, tasks and reminders, and reports with metrics such as cost per lead and conversion rate. Where needed we add contracts, billing, a client portal and AI features, for example automatic request triage or a summary of a client’s history.

Which CRM systems have we built?

For an internet provider we built a CRM that replaced a legacy system: customers, contracts, monthly invoicing, tax reporting and a customer portal in one place, with automatic disconnection and reconnection of late payers on the network equipment. For our own agency we built a CRM for leads from the website and campaigns, with metrics for cost per lead, customer acquisition cost and return on ad spend.

How much does a custom CRM cost?

A simple CRM for a small team, with leads, statuses and reports, usually costs up to €5,000. A CRM with billing, integrations and a client portal usually costs between €5,000 and €20,000, depending on complexity. After the build the code is yours, so there is no monthly per-user subscription. Read more about what drives the price in how much custom software costs.

How do you get started?

In five working days we build a free prototype of your CRM using real examples of your clients and statuses. You and your team try it, then we agree a fixed price for the build. Request a free prototype.