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How to Hire CRM Development Company and Not to Make a Wrong Choice?

Customer Relationship Management system

Currently, the largest global software market is CRM development services, and it continues to show an escalation in its popularity and usage, with over $80 billion in revenues predicted within the next 4-5 years. Despite these statistics, above 30% of customer relationship management (CRM) system use cases fail. Central to these failures is mainly the difference between the expectations you have from the software and what it can deliver. Thus, it is important to choose a CRM system correctly so that it would meet your company’s requirements. 

We are not observing the integration of ready-made CRM systems in this article. But, if you are interested in it, please, do not hesitate to use our detailed guide on how to implement a CRM-ready system in your company.  And here, let us assume that you have already got an overview of the systems presented in the market and no one satisfies your needs, so you have decided to go for your own custom system and hire CRM development company.

The critical stages in choosing the right CRM development company, designing and integrating a custom CRM solution have been detailed below.

Are You Sure You Need a Custom CRM System?

Maintaining customer relationships is critical to the smooth functioning and continued success of your business. So, how to choose a development company for your CRM system? The primary step would be to understand the key differences between the existing systems and custom software based on their prices and benefits. 

Fully custom solutions will be tailor-made to fit the needs of your business, but for this to happen, you will have to assemble a strong development team of software engineers who will need to truly understand the backend processes of your company. Secondly, you need to recognize the challenges faced in the customer relationships sector, which cause hindrances in taking the business forward, and then develop the system accordingly.

When Is a Custom CRM System the Right Choice for You?

Since a CRM system is the company’s backbone, it is critical to have the right customer relationship management for your needs. Custom solutions provide the required level of flexibility and allow you to stand out from competitors. You might need a custom solution in the following cases:

  • You have a specific business model which is not covered by existing CRM systems.
  • Future customization might be required due to the evolving market.
  • Subscription aggregated costs for existing systems exceeds the development of a custom one.
  • You require a highly scalable system whose performance would not depend on the CRM supplier’s capabilities.
  • Existing CRM solutions do not fit your company’s requirements, e.g., security regulations.
  • You want a system specifically tailored for your company’s business processes and need the flexibility to add new features when time passes.

When should you opt for an existing CRM solution?

An alternate option to custom software is to use an existing CRM system that offers minor customizations. You can select an off the shelf system if:

  • You require an immediate customer relationship management system. Custom systems usually require over 24 weeks to build. 
  • You need customer support directly from the company you purchase the software from. Custom systems require specialized technical services.
  • You wish to divert your efforts to other tasks because custom systems require a significant investment in time and effort.

One thing that you should keep in mind is that the introduction of a CRM system is not a magic pill that can solve all problems arising in a business if the business processes are not well-established. First of all, one should break down the business into separate processes and only then start to automate them.

If you are still not sure whether you should opt for a custom CRM system or an existing solution, or if you are in doubts if you need a CRM system at all, try to follow the plan:

  1. Look at how customer management in your company is conducted now, whether there are bottlenecks in the process that potentially can be automated. Pay attention to issues like some important information that is spread out across employees’ computers and gets lost occasionally, and make your decision on whether to introduce a CRM system based on that. The general approach is that if you have at least 10 employees and deal not with a few constant customers, but rather with many clients and you are attracting new ones, then a CRM system would help the operation of your business.
  2. Now, when you already identified some pain points in your business operation and decided to go for a CRM system, set up targets for the system — what problems it should solve and what functionality to provide. Analyze what amount of money you can and are willing to invest in the system. More information on how to define the targets is provided in the next section. 
  3. Once you have decided on targets, make a shortlist of the most popular CRM systems that already exist on the market, search for what functionality they provide and see if it matches your targets. Then calculate an approximate per-month or per-year cost for the systems from the shortlist and analyze if they fit in your budget. You can also look for reviews of the systems and try to understand what problems clients were facing with them and whether they were able to solve them. This will also help to decide whether some solution would be sufficient for your business.

Now, let us assume that none of the systems matched your needs within the budget, or you want to look if developing your own solution would better meet your needs or budget capabilities in the long run.

At this point, you can start searching for software development companies (with a focus on those having a proven track record of developing CRM systems), book consultations to discuss your expectations with the companies’ representatives, and estimate the cost of such a development. How to choose what companies to contact in the first place and what you should keep in mind while making the final choice, we are covering later in this article.

At HuskyJam, we’ve developed and customized various CRM solutions. If you want to make your customer database many times more effective, feel free to contact us. We know it's not easy to choose a CRM development company, we will be happy to be on your shortlist!

What Do You Need to Know Before Starting a Search?

The vital aspects of your business that will assist in finding a CRM development firm are:

1. Targets

A clear definition of all your business’s targets includes your main goals or objectives. Before you hire a company for CRM development, you need to list the level of customer relationships you aim to build with a CRM, which would otherwise not be accomplished with off-shelf software.

A smart way would be to group these targets into 2-3 categories, like your primary targets and secondary targets – so that a sharpened difference between the varying tasks that you want to accomplish through a custom CRM and your main goals can emerge. This is important so that you can organize your thoughts and your company’s objectives.

Consequently, it will clear out a path to find a CRM development company that would be the best match for your business respectively. Here are some of the examples that will help you make a better decision: 

  • Do you intend to make your follow-up method more structured?
  • Do you intend to improve the leads to conversions or sales rate by R% in the next 8-10 months?
  • Increase the numeral graph of people who receive cold calls?


The list may differ according to your company’s needs. The basic idea here is to select two to three primary targets and focus the software selection based on these targets. A good way to proceed is to discuss the options with the various teams within your company and then to hire a development company with ample experience in your field in order to avoid future hurdles.

Sometimes we are approached by companies that understand that a CRM system can work efficiently in theory but do not know how to apply it to their business and where to start. We are here with all our HuskyJam's experience to design and develop custom CRM.

2. Budget

It would be best to realize that, unlike an existing system, the selection and hiring of custom CRM solutions are not similar to buying an MS Office or any other such user-based application. First, you need to develop a custom CRM system, then integrate it into your company and finally,  it must have committed funding for continuous updates and upkeep to meet its peak performance. 

Your organization should preferably employ and/or prepare a committed system administrator, whose tasks would include ensuring the software is running properly, updates are being conducted, errors are being solved, and who will be in touch with the CRM development company. At Husky Jam, from our side, we give full support for all CRM systems that we developed for our clients - 2-year warranty on all projects, project monitoring 24/7, and technical support team.

The investment required to produce custom CRM software starts from $30,000 up, based on your company's size, the target system you have gone for, and the tariffs of the company which you have outsourced the development to.

Initially, these prices may seem high, however, considering the output in the long-run, it may well be worth the investment. And most importantly, a custom CRM system will be completely made according to your business processes.

CRM development company office

3. Requirements

Hire a CRM development company based on your actual and unique requirements. This section would contain the secondary targets of your business. Numerous choices are available on the Internet; however, to find a CRM development firm that fits right with your company’s needs is a step that requires proper research of not only the CRM software but your secondary targets as well. You can proceed with this step by asking yourself the following questions:

  • “Is it vital for me to improve my company’s conversion rates?” In the event of an affirmative answer, customize the software so that it provides comprehensive and scalable link-building tools.
  • “Are there any offers that have been caught in the pipeline of my company?” If that’s the case, you’ll need a custom customer relationship management system with detailed revenue monitoring to determine where the bottlenecks are.
  • “Is it necessary for me to have greater accessibility to my contact information?” In this case, you should choose a CRM development company that develops custom solutions that provide fast and efficient access to all the contact data.
  • “Is it important for me to boost the productivity of my teams?” In this case, the custom CRM software provides automation of repetitive jobs.

4. Scale

While data volumes going through a CRM system in a small company may be quite moderate, large companies should count on terabytes of data and require a distributed system to process the data efficiently and meet performance targets. Also, big companies usually have stronger scalability requirements and tend to have geo-distributed users of the system.

To address these two factors, a company may observe an option to deploy the system in a cloud or even develop a solution specific for a cloud provider of choice. In addition, large-scale CRM systems usually have stronger availability and fault-tolerance requirements and imply more intensive backup.

All these factors influence design decisions being taken and result in custom CRM systems for small and big businesses having completely different architecture and scale. That is why it is important to choose a CRM system developer company with relevant experience in building large-scale or vice versa small CRM systems. 

At HuskyJam, we integrate into the Client’s work processes and help to design the CRM system, then develop and implement it. You may also want to explore some of our successful projects. For example, a website with a custom CRM system - Moscow Exchange Finfair a conference for private investors and for improving the financial literacy of individuals.

Critical Stages in Choosing a Company

There are many companies that develop custom CRM systems from scratch, but how to find the right one? What factors should you keep in mind and look at during the search? In this section, you will get these questions covered.

What Do You Need to Pay Attention to When Choosing? 

We agree that designing and implementing CRM software the right way can be challenging, particularly when almost all the developers on the Internet have a promising portfolio of services. There are some important aspects to look into before making a purchase from a company offering CRM development.

Below are the main aspects you need to zoom into while hiring a company for custom CRM development.

Expertise

The first thing to look at is the expertise of a company. If a company has never developed projects of the same scale or from a similar application domain, there is no guarantee it won’t fail the project. Thus, the company should be able to provide a list of successfully implemented projects. Pay attention to whether among them there are projects similar to what you need. In addition, you should consider the following:

  • What are the company’s main competence areas as stated on the official website?
  • Whether the company provides end-to-end solutions?
  • Whether the company has a broad technological stack with backend and frontend developers, data engineers, and security specialists?
  • Whether the company has a separate testing team? This is crucial for developing high-quality software.

Also, take into account what technologies the company mainly uses in its project and think about whether you have personnel with knowledge of these technologies in your company to be able to maintain the system internally.

If you have already got in touch with the company and discussed some possible solutions, evaluate whether they meet your target goals (capability to design such a solution tells a lot about the company’s expertise as well) and provides enough room for future customizations.

Important customization features include considerations, such as the fact that changes in your sales cycle, communications plan, customer relations tasks, and contact management should all be able to be reflected in your custom customer relationship management framework.

how to hire crm software development company

Technological Stack

If you decide to design the CRM system by yourself, you should choose a contractor in accordance with your system architecture plan. It would help if you also kept in mind the technological stack used in your company to ensure the system will fit in your company’s infrastructure and your personnel are qualified to maintain the system.

The company you select for building custom software must be chosen in accordance with your company’s system architecture plan, in case you decided to design the CRM system by yourself) or with the technological stack used in your company (to make sure the system will fit in your company’s infrastructure and your personnel is qualified to maintain the system). In addition, the development company should opt for the best technologies available in the market to ensure an efficient and robust outcome.

Make sure that the development company has expertise in technologies that it proposes as a solution like:

  • backend languages (Java, .NET, or PHP) 
  • frontend languages and frameworks (React, Angular, or Vue.js) 
  • database systems (like Postgres, MongoDB, Cassandra, etc.)
  • analytical engines and cloud technologies if they are a part of the solution

The development company should also be able to customize basic features such as contact lists, connectivity, leads, task automation, and the dashboard. Improved customized features such as a pipeline, invoice, optimized marketing, and external application integrations can also be built-in.

Support possibilities

Companies vary a lot in their approach to support; some companies may provide full long-term support fixing bugs and are ready to develop new functionality upon request. Others may “get money and run away,” leaving you with occasionally getting broken products and even more problems than you might have had before introducing the system. To identify if the company will be capable of providing you the required level of support, ask it to provide the following information (and/or search for it on the company’s website):

  • Levels of support that are proposed by the company, on what terms they are provided.
  • Experience of the company in providing long-term support. Here it would help if you took into account past and current company’s clients, how long their partnership lasted, whether clients tend to return for implementing more projects or leave disappointed after one project.
  • Whether the company agrees to share source code (it usually implies additional cost) or refuses to give you the sources to make you dependent on its support.

Pricing

You may be surprised how much pricing tariffs vary between different software development companies, but developing such a business-critical system is not the right place to opt for the lowest price. The reliability of the CRM development company, its expertise, and proven track record of successful implementation of similar projects should be of the highest priority. 

Also, company tariffs affect the price and the cost of the system that was proposed as a solution. Here you should also pay attention not only to the final price but the solution characteristics — whether it meets all your needs, is it scalable, and provides required availability and performance levels. Choose the company which proposes the best solution within your budget.

CRM team development

Modern Trends

The customer relationship management industry is expanding with innovative trends coming out over the coming months. Thus, it is vital to hire a company that understands where the market is moving to and is able to make use of the current trends.

  • Artificial Intelligence (AI): Alongside a number of other major industries, AI has entered into the CRM industry as well. The integration of AI enables an improved user experience such as automation, chatbots, and advanced analytical insights.
  • Customer Experience (CX): A study by Forbes and Salesforce states that CX will be one of the main objectives for over 60% of the executives by 2023. This is the reason why customers are opting for trending products. 
  • Integration: One vital factor to consider is that you should always take note of whether your custom software incorporates the other software solutions used in your company. The aim behind opting for a custom customer relationship management system is not to add to the list of multiple work systems. Your aim is to assist in the streamlining of your company’s activities. For this reason, guarantee that the custom customer relationship management solution you select will operate with the other programs you currently have. The CRM software must integrate with your contact data and all of the other pieces of software you use for your business, its website, and the online systems the company functions with.

What about our team? We receive requests from different countries with various questions about CRM systems, our team has truly amazing work because we get acquainted with such large and different types of business. Here let's get to know each other closer, please, take a short look at our project workflow or even easier - drop us a line.

Conclusion

A custom CRM system is undeniably important to every company’s growth. It’s always a smart option to plan out your expectations and demands, as well as your budget, to pick the ideal software, regardless of the size of your business. If your company currently doesn’t need a CRM, it might require one in the future, keeping in view that your business will grow as time passes. When you hire a CRM development company, begin with simple steps and then broaden as the company you own expands.

If you are looking for a quick option that consumes the least time, you should opt for an existing system. Here is a post that will guide you on how to choose a CRM system that best corresponds to your business needs.

You know the scope, don’t hesitate to try!

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