Off-the-shelf CRM vs custom software — which makes more sense for our scale?

We made this exact mistake four years ago. For our 15-person team, we thought 'let's get something tailored' and paid a local agency 120,000 TL to build a custom CRM. In year two, the developer got drafted into military service, then moved to another company. When bugs started popping up, nobody wanted to touch the code. We ended up scrapping the entire system and migrating to a cloud SaaS; total waste of time and money.

Sign a one-year deal with an off-the-shelf tool and get your field team on it immediately. Getting custom software developed, tested, and actually adopted in the field will take at least 8 months under best-case scenarios. The revenue and lost data you'll bleed during those 8 months is worth far more than a 65,000 TL license fee.

You need to rethink your cost calculations. 180,000 TL dev cost + 20,000 TL/year for hosting/security + at least 30,000 TL/year for maintenance. By the end of year three, that custom build will run you 330,000 TL. The off-the-shelf CRM will cost roughly 195,000 TL over three years. The break-even math just doesn't hold up in practice.

The mobile side is make-or-break. Your 8 field reps will rely on mobile interfaces to log quotes, plan routes, and take orders. Is your developer building native iOS and Android apps, or just wrapping a responsive website in a browser? The latter will constantly log them out, drop connections in the field, and drive your reps crazy.

No SME whose core business isn't software development should get into custom software, except for their own core processes. Off-the-shelf software has been optimized through the experience of thousands of companies. They even come with built-in modules that prevent sales leaks you wouldn't have thought of.

if we go with an off-the-shelf CRM, can we seamlessly export our old customer records and past quotes down the line if the company grows or if we want to switch to a different platform?

Before making a decision, consider these 3 criteria: 1) Is your workflow standard quote and visit tracking, or do you have highly industry-specific production calculations? 2) Do you have in-house IT staff to handle technical issues when they arise? 3) Can you manage the risk of your developer quitting tomorrow?

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Exactly like that. The biggest time-waster for us was not knowing who had the final say.

Proven by experience.

The answer above hits the nail on the head. The biggest time-waster for us was not knowing who had the final say.

If I were you I'd go this route.

i have no experience with off the shelf CRM vs custom software, so Im asking. mistakes made on the off the shelf CRM vs custom software side are usually reversible but expensive.

of couurse it varies if your situation is different.

We need to make a distinction here. Splitting your budget without knowing where you're losing users is just throwing money in the dark.

That's all, sorry if I went on too long.

I'm curious too.

I'd say don't rush. A two-week notebook guides you more than a six-month forecast.

Correct me if I'm wrong.

heres how it went for us. dont enter any agreement without an exit plan.

corrct me if I'm wrong.

Following.

Great work.

Thanks for writing this, that's the right way. Hasty decisions become decisions you have to fix six months later.