If you use off-the-shelf CRM, then the software provider will deal with the update, which greatly simplifies everything. The only minus is that the developer may go broke or refuse to support the product, and then you will either need to switch to a new CRM, or to upgrade it yourself.
With technical support, a similar dilemma: when buying a CRM, a developer usually does this, when developing from scratch - your company.
3. Can you train employees to work on the new system?
Regardless of whether you buy a new CRM or create it from scratch, you need to organize staff training in working with new software. If your company has similar experience, then you know that this is not always easy, because you will need to distract employees from current tasks for a long time, find or train instructors and create a system for assessing the quality of training.
If your company has people capable of organizing all this at the proper level, then you can save a lot. If not, it will be necessary to outsource staff training, which imposes certain restrictions:
- Outsourcing training is much more difficult if you create a new CRM yourself. Ideally, those who participated in its development or worked with it for many years should be trained to work with the new software.
- External instructors will train staff on how to work with the new CRM, and not how to improve the efficiency of your business with it.
- Outsourcing company instructors are not personally interested in the success of your business, so they may take training superficially.
Thus, if you do not have an experienced teaching / consulting staff who will undertake the organization of training to work with the new CRM,
then it is recommended to buy it. And you need to buy from a developer company, which, together with a software product, provides CRM training services.
If you choose independent development, it is recommended to immediately involve part of those employees who will be direct users of the new CRM (bosses, department heads, ordinary employees, technical support) in this process and prepare them for consulting and / or training other staff.
4. Do you have free server capacity?
All modern SaaS CRMs operate as cloud services that do not require their own server capacities. To work with them, you only need a PC, laptop, tablet or smartphone and an Internet connection. Computing processing and the database were transferred to the cloud servers of the supplier company or the servers of companies such as Google or Amazon.
If you choose an individual CRM, you will most likely have to either create a local network, which means buying servers, finding a separate room, hiring personnel to service the equipment, or renting Google or Amazon servers. Both options involve additional costs (at the start and every month), which, depending on the size of your company, can more than exceed the monthly subscription to SaaS CRM.
Given the above, it can be assumed that in the case of developing a new CRM, larger organizations are more likely to be able to save on this, since they most likely already have free server capacities (either own or leased). Whereas for a small business, independent development carries additional costs, so from this point of view it is better to give preference to SaaS solutions.
5. What will happen during downtime and failures?
Using their own servers to support the operation of network programs, enterprises need to consider the likelihood of downtime in the event of software failures, hacker attacks, or equipment maintenance. Giants of SaaS solutions, such as Microsoft and Apple, ensure the uninterrupted operation of their software due to the large number of redundant servers. The question is whether you can achieve uptime of 99.9%.
For 99.9% of companies, the answer is No. This does not mean that starting your own servers will be impractical, but it means that when developing your own CRM, you need to pretty much integrate reliable offline features into it, which will allow sales and support departments to work normally during server downtime, even if this happens in the midst of Black friday.
If, while creating an individual system, such offline capabilities cannot be realized or it will be too expensive, then you will have no choice but to use SaaS solutions. But this is right only in cases where a simple CRM leads to large losses or lost profits (typical for online businesses). If a simple CRM does not greatly affect revenue, then the downtime of the system can be neglected (offline sales for cash).
6. How fast do you need a new CRM?
Creating custom systems requires a lot of time - from 6 to 12 months, depending on the complexity of the software and the size of the company. In addition, some time is still needed for product testing and staff training. Thus, if you are limited in time, then development from scratch is not your choice.