Custom CRM systems

Manage enquiries, jobs and follow-ups the way you already work

An internal system shaped around your own process — the records you keep, the stages work moves through, and who has to do what next.

Discuss your process

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Most businesses already have a process. It lives across a spreadsheet, a shared inbox, a notebook and somebody's memory, and it holds up until the number of things in flight passes what one person can carry.

That is the point at which a system of your own becomes worth considering — and genuinely not before it, because building one costs more than subscribing to one.

Signs a spreadsheet has stopped coping

One of these on its own is ordinary. Several at once usually means the process needs somewhere to live.

Two people have edited the same row, and one version quietly won.
Nobody can say what happened to an enquiry from three weeks ago.
The next action depends on somebody remembering it rather than on the record.
The same details get typed again at every stage.
Answering “where has that got to?” takes longer than doing the work would.

Write the process down before anything is built

This decides whether the system helps, or becomes one more thing that has to be kept up to date.

Name the thing you track
An enquiry, a job, a booking or a client — one of them is the record everything else hangs off.
List the stages it moves through
In the words your team already uses, including the ones that really mean waiting.
Say what has to be true to move on
A quote sent, a deposit received, a date agreed.
Say who does it
And who is allowed to see it, where that is not everybody.
Trace a recent case from start to finish
Including an awkward one — the exceptions are what a system either absorbs or fights.

What such a system usually holds

Every one of these is decided per project. A system containing all of them is usually solving more than one problem, and is probably two systems.

Records
Customers, enquiries or jobs, carrying the fields you genuinely use rather than the ones a template offers.
Stages
Where each item has got to, visible without opening it.
Tasks and dates
What is due, and what is already overdue.
Notes and history
What was said and when, attached to the record instead of buried in an inbox.
Roles
Where not everybody should see, or change, everything.
A way in and a way to work
Forms for work to arrive through, and screens for the people who act on it.

When an off-the-shelf CRM is the better choice

Where your process resembles how most businesses in your field work, an existing CRM will cover it for a subscription and keep being maintained by somebody else. Bending your process slightly to fit a good tool is usually cheaper than building a tool that fits it exactly.

Custom is worth it when the opposite holds: the way you work is unusual enough that a standard system has to be forced into shape, or specific enough that most of what you would be paying for goes unused. And where you mainly need to look at what is already recorded rather than to work inside it, a dashboard is the smaller answer.

Website demos

See how a finished business website can feel

Short previews of real website sections, mobile contact flows, performance-focused layouts, and ready-to-publish page structure.

Website preview