Custom CRM
A CRM built around the way the business works
A growing business had its customer knowledge spread across inboxes and people’s memories. We built a custom CRM that fits the way it already works.
- A growing independent business
- Software engineering, Product and platform engineering
- 10 September 2026
- 3 min read
Client anonymised. No figures are published for this engagement.
The challenge
The business knew its customers well, but that knowledge sat with individual people, in their inboxes and their memories. Follow-ups depended on someone remembering, and important history could be lost when people were away or moved on.
The goals
- Bring customer information together in one shared place
- Make sure follow-ups happen without relying on memory
- Fit the way the team already works, rather than forcing a new process on it
- Keep the system easy to change as the business grows
How we helped
We built a custom CRM designed around the business’s own way of working, so the team could adopt it without changing how they sell. Each person has access to the information their work needs.
The team that built the CRM continues to look after it as part of an ongoing managed service, and adapts it as the business changes.
A system that people keep up to date is worth more than a more advanced one that they ignore.
The outcome
Customer knowledge now belongs to the business rather than to individuals, and the system continues to evolve alongside the way the team works.
More delivered work
Managing the technology of a growing business
A growing business depended on more and more systems and accounts, with nobody responsible for all of them. We now manage its technology, so its owners can focus on the business.
Making every payment verifiable for a payments business
A payments business needed to be certain that every payment was correct and complete, and to prove it to merchants and auditors. We built the system that gives them that certainty.
If this sounds like your situation, start with an assessment
An assessment takes two to three weeks, and gives you a written view of where you are today and a costed plan. It does not have to lead to a build, and that is a perfectly good outcome.