Tailored CRM

Is this for you?

Built for companies that have outgrown off-the-shelf CRM

A custom CRM is not the right answer for every company. It is the right answer when your commercial processes are genuinely complex, when generic platforms have failed you before, or when the cost of staying on a SaaS platform no longer makes sense. These are the industries and situations where we do our best work.

Telecoms and media

Convergent product bundles, multi-subsidiary enterprise accounts, dealer and indirect channel management. Generic CRM data models cannot represent this commercial reality without extensive workarounds. T-Mobile Poland is our reference: a 350-module CRM serving 11 million customers, replacing three legacy systems with a single source of truth.

Banking and financial services

Multi-party relationship structures, co-lending, complex product coverage across corporate and capital markets, and regulatory obligations around customer data. Standard account and contact models are not built for this.

Insurance

Policy administration, broker management, and direct-to-customer relationships running in parallel. Off-the-shelf platforms force you to pick one model. A custom CRM holds both.

Manufacturing with complex B2B sales

Dealer networks, volume rebates, key account hierarchies, and project-based sales cycles. These require capabilities that generic platforms do not offer natively: hierarchical account structures, partner portals, and complex pricing logic.

Logistics and freight

You manage relationships on both sides of the transaction simultaneously, with carriers and with shippers. Standard CRM account models are built for one side. Yours needs both.

Utilities and energy

Multi-site accounts, complex tariff structures, long contract cycles, and real-time integration with billing and metering systems. Generic platforms require too many workarounds to be maintainable at scale.

Public sector sales

Tender tracking, framework agreement management, consortium relationships, compliance documentation. Procurement-driven sales follow a completely different process than relationship-driven sales. Most CRM platforms assume the latter.

You should also consider a custom CRM if:

You are paying $500,000 or more per year in SaaS CRM licensing and ROI is declining.
Your organisation has two or more CRM systems after a merger or acquisition, with no unified customer view.
Salesforce or Dynamics customisation has grown to the point where upgrades are a risk event, not a routine.
Your sales team has stopped using the system because it does not reflect how they actually sell.
Your commercial model, channel structure, or customer data cannot be represented in a standard account and opportunity structure.

Off-the-shelf vs Tailored CRM

What you get with each approach

Feature

Off-the-shelf CRM

Tailored CRM by Pretius

Data ownership

Data stored on vendor infrastructure. Migration is expensive and disruptive.

You own everything. Data, architecture, and roadmap. No vendor lock-in.

Cost model

Per-seat licensing that compounds as your team grows. 300 seats on Salesforce Enterprise exceeds $1M per year before implementation or customisation.

Fixed capital investment that depreciates over time. The economics improve significantly over a five-year horizon.

Process fit

Your team adapts to the platform. Pipeline stages, activity types, and data fields follow the vendor's model.

The platform is built around your actual sales process. Pipeline stages, fields, and automation rules reflect how your team works.

Integrations

Generic connectors with API rate limits and sync constraints. High-transaction environments hit these limits.

Designed for your specific integration landscape from day one, with proper error handling, monitoring, and retry logic.

AI capabilities

Generic models trained on platform-wide data. Cannot use your historical data or your proprietary scoring logic.

AI trained on your own conversion data, churn history, and customer signals. Lead scoring that reflects your market, not someone else's.

User adoption

High feature complexity, long onboarding. Teams route around systems that do not match their workflow.

Built around how users actually work. Adoption is higher because the system reflects reality.

Upgrades

Three forced releases per year that break custom configurations, automation rules, and integrations.

You control the release schedule. Changes are tested, versioned, and deployed when you are ready.

Security and compliance

Generic access control models. GDPR and sector-specific compliance requires additional configuration.

Security architecture designed to your requirements. GDPR-native, ISO 27001 certified, built for regulated industries.

Our core custom CRM capabilities

01 CRM designed around your process, not a vendor template

We start with a structured deep-dive into how your organisation actually acquires, manages, and retains customers. Pipeline stages come from your real sales cycle. Data fields capture what your business actually needs to know. Activity types reflect how your teams engage with customers. The result is a system your people recognise as a representation of their work, which is the foundation of adoption, data quality, and management insight.

02 A single customer view across every system

We consolidate all customer data into one platform: interactions, purchase history, service tickets, billing status, and communications. For organisations running multiple CRM instances after a merger or acquisition, we build a unified data model that replaces fragmented systems with a single source of truth. We designed this for T-Mobile Poland, where three separate systems were replaced by one CRM now managing 11 million customers.

03 Sales process automation built around how you sell

We build automation for the workflows your team actually uses: pipeline progression rules, approval chains for discounting and contract exceptions, offer generation, and commission structures. Features like product recommendation engines based on completed surveys, dynamic quoting, and lead scoring trained on your own historical data. Automation that covers what is genuinely automatable in your specific context.

04 Workflow automation for industries that standard CRMs cannot serve

Convergent telecoms bundles, dealer-channel manufacturing, syndicated financial products, freight brokerage. We build the data structures, relationship models, and process automation that generic platforms cannot represent natively. If your commercial model has ever been described as too complex for a standard CRM, this is where we start.

05 Marketing and campaign management integrated with your customer data

Audience segmentation, campaign tracking, personalised communications, and ROI measurement built directly into the CRM. Customer journeys and outreach based on the full picture of each customer, not a partial view from a disconnected marketing tool.

06 Customer service and retention tools

Case management, knowledge base modules, and service automation that help support teams resolve issues faster. Identification of at-risk customers based on service data, billing history, and interaction patterns, with automated triggers for proactive retention intervention.

07 Integration with your existing technology stack

Your CRM connects to ERP systems, billing platforms, telephony and contact centre infrastructure, marketing automation tools, and identity management. We design integrations with message queuing, error handling, retry logic, and monitoring because production integration at enterprise scale requires engineering discipline, not point-to-point connectors.

08 AI trained on your data

Lead scoring, churn prediction, and next-best-action recommendations built on your own historical conversion data and customer signals. Not generic models trained on millions of unrelated companies. AI that is calibrated to your market, your customers, and your sales cycle.

09 Dashboards and reporting built around your actual KPIs

We build reporting tools around the metrics your organisation manages: revenue forecasts, conversion rates, territory performance, customer health scores, and pipeline accuracy. Statistical forecasting calibrated to your historical conversion patterns, not stage-probability multiplication.

We are a top-rated software development company for a reason

+ years

Powering market leaders with expert software development for two decades.

+ Specialists

Your dedicated team: over 300 highly-skilled software professionals at your service.

+ projects

Successfully delivered over 1000 diverse and impactful software projects.

% stay with us

Clients trust our work, with 93% becoming long-term partners.

+ years together

Cultivating lasting partnerships, some flourishing for over 18 years.

+ conference talks

Actively contributing to the global tech conversation with 30+ annual international presentations.

We keep your data safe: ISO certified

We operate in accordance with the ISO 27001 standard, ensuring the highest level of security for your data.

Want to see more?

Book a no-obligation discovery call and find out how quickly we can create a Proof of Concept for your solution!

Book now

At enterprise scale, the economics of custom development are often better than SaaS licensing

The standard argument for off-the-shelf CRM is that it is faster and cheaper to deploy. At small scale, with standard processes, this is usually true. At enterprise scale, over a multi-year horizon, the comparison looks different.

A 300-seat Enterprise CRM deployment (such as Salesforce) can exceed $1 million per year in licensing alone. That number does not include implementation partners, custom development to close the gap between what the platform offers and what your business needs, third-party tools from the AppExchange, storage costs, or the specialist administrators required to manage the configuration. Independent analysis consistently finds that the total cost of ownership for a major SaaS CRM deployment is two to three times the figure that appears in the vendor's initial proposal.

Custom CRM development converts a recurring, escalating variable cost into a depreciating capital investment. Over five to seven years, at enterprise scale, the economics frequently favour custom development. This is before accounting for the value of process fidelity, data ownership, and the ability to evolve your CRM at the pace of your business rather than at the pace of a vendor's product roadmap.

We build the business case together during the discovery phase. If the numbers do not support custom development for your situation, we will tell you.

"The full cost of an off-the-shelf CRM deployment is routinely underestimated by a factor of two to three. Integration costs, customisation costs, and the ongoing cost of maintaining those customisations through forced platform upgrades rarely appear in vendor-provided models."

Why Pretius

Scale and expertise

Our team comprises 300+ specialists – experienced developers, architects, analysts, designers, and cloud engineers, including people with cloud-related certificates. As a company, we have 10+ years of experience with cloud solutions such as AWS, Azure, GCP and OCI and know the strengths and weaknesses of each of them.

Value-driven approach

Our focus extends beyond code. We collaborate closely to understand your business goals, ensuring every solution delivers measurable ROI, enhances efficiency, and drives tangible results. We act as trusted advisors, committed to your strategic objectives, who don’t settle for “good enough”. Instead, we challenge your approach, proposing alternative (better) options and guiding you towards an optimal outcome.

Start small, think big

We champion delivering value incrementally. We help you launch quickly with core functionalities (MVP) while ensuring the underlying architecture is scalable, and future-proof, ready to grow with your ambitions.

Rapid development

Our agile methodologies and rapid development capabilities (especially with low-code) allow us to deliver functional prototypes and Proofs of Concept (PoCs) in weeks, not months, validating ideas and reducing risk. In some cases, we're even able to build a basic PoC live during a meeting, giving you the chance to experience our capabilities firsthand before you even start conceptualizing or designing the application.

We’re technology-agnostic

We recommend and implement the best technical solution for your specific challenge, ensuring integrated, efficient, and powerful results. This may include proposing a different technology, architecture or approach than you initially anticipated. We don’t settle for “good enough”, and our focus is always on your needs, not our convenience.

Dual operational hubs: Poland & UK

With established hubs in Poland, and the UK, we combine access to exceptional European engineering talent with proximity to key business markets, ensuring seamless collaboration and effective delivery across the continent.

Our process

Pretius acts as a dedicated partner, not just a software vendor. We focus on delivering practical software solutions that contribute to your business objectives at every stage of our engagement.

Flexible project approaches

We offer flexible collaboration models tailored to your specific needs and project requirements:

01 Co-creation

Our distinctive approach, frequently utilized in low-code projects but adaptable to various contexts. This model integrates our developers directly with your in-house team. Together, we design and develop the solution, fostering mutual learning and knowledge transfer. This "triple win" ensures the system is perfectly aligned with your needs, builds internal expertise for future maintenance and extension, and provides us with valuable industry-specific knowledge.

03

02 Dedicated development teams

If you have a clear vision but require additional resources to bring it to life while maintaining internal control, we can provide complete, cross-functional teams. These are not just developers but also analysts, testers, designers, DevOps experts, and experienced team leaders and project managers, acting as an extension of your own workforce.

02

03 Comprehensive project delivery

If you prefer a traditional approach to software development with clearly defined boundaries, we can take full ownership of the project lifecycle. This includes the design, development, and delivery of the solution, with optional ongoing maintenance, requiring minimal involvement from your side.

04 Team augmentation

When you need to quickly fill specific skill gaps within your existing team, we can provide experienced specialists with expertise in particular frameworks and technologies to seamlessly integrate with and strengthen your in-house capabilities.

What our clients say

Bilal Ramadan

Chief Executive Officer at Munich Re HealthTech

The solution is secure, scalable, and compatible with most technologies used by Munich Re HealthTech’s clients. It’s also much cheaper to maintain which was an important success criteria factor. Application licensing costs were largely reduced.

Radosław Olkiewicz

CEO at Profitowi

Thanks to the new client needs analysis system, our sales process is much easier and standardized. It helps our Experts better tailor insurance or financial solutions to the needs of the client. This results in increased sales to new clients and smooth upselling to existing ones.

Przemysław Wilary

IT Project Manager at Play

We were impressed with Pretius' experience in the telecom industry. They proposed a few unique solutions that enabled our employees to configure individual offers faster than ever before.

Marek Samujłło

CIO of Emitel

What I like the most, as the CIO, is that the people at Pretius care not only about technology itself but rather about how this technology can help your company achieve business goals.

Zuzanna Świętorzecka

Head of Bancassurance at BNP Paribas

The communication throughout the project was very good as Pretius provided us with a Project Manager who always addressed our needs. The most impressive thing was how quickly the team developed a fully working, market-ready software solution for us.

Konrad Gałecki

Digital Manager at Philip Morris Distribution

Usually, you can either get a high-quality software solution or have it developed fast. However, thanks to choosing the right technology, the Pretius team was able to provide us with a fully working platform in a relatively short time.

Artur Męcina

IT Manager at T-Mobile Poland

The most important thing about Pretius is that they care to understand your business goals. And, having a bunch of enterprise-grade and SME-grade projects under their belt, they’re very good at it.

Renata Kania

Senior Security Awareness Specialist at T-Mobile

Pretius has quite a few huge, enterprise-grade projects in their portfolio. I believe the reason for this is that they go the extra mile to understand the partner’s business goals and do what they can to provide a software solution that meets these goals.

Piotr Blaszczyk

Executive Director of EBS

Pretius has a lot of experience in dealing with big, enterprise-grade companies like ours. They’ve proved they have a keen understanding of our needs and business goals.

Adam Kasperowicz

CIO at VAN group

The new e-VAN system has become an innovative tool and work environment. The development team allows us to use the potential of the latest trends and technological solutions: web & mobile development, responsiveness, integrations, low-code, and cloud computing.

Graem Lourens

Co-Founder & CTO at Lourens Systems

They’ve garnered our confidence and loyalty through their technical skills and the deep involvement.

Marijn van den Berg

Team Manager of Obsurv Software at Sweco

Thanks to our collaboration with Pretius, we've made it easier for our clients to utilize Obsurv. Customizing the application modules to their specific needs is now much quicker and more efficient. For us, this means shorter customer onboarding times and lower costs.

Gordian Ratajczak

Product Owner at Neuroflash

They effectively assess a project and allocate the matching resources, which gives confidence that you are in good hands. Issues and tasks are handled proactively and communication stands on a firm ground of mutual understanding and goals. You are not hiring an external resource, but you are gaining a team member.

Esteban Michalowski

CTO at AltaPay

I’ve always found interactions with Pretius (previous IN Team) to be both streamlined, light, and effective. Pretius always seeks ways to improve, and have a process for ensuring the collaboration is going according to expectations.

Richard Coombes

Head of Engineering at Equals Money

They allowed us to deliver against our 20/21 roadmaps, launching new products to market and increasing company revenue by over 70%.

FAQ - Tailored CRM

The economics depend on your scale, your processes, and your time horizon. As a starting point: if you are paying more than $500,000 per year in SaaS CRM licensing, or if your platform requires significant ongoing customisation to function, a custom CRM is worth a serious cost comparison. We build the business case during the discovery phase and present it before any development commitment is made.

It is realistic, but it requires careful planning. The key question is whether the root cause of your problems is implementation quality or platform suitability. If your processes are genuinely too complex for a generic platform, migration to a custom CRM resolves the problem at the source. We have experience rebuilding CRM systems from heavily customised SaaS deployments and can assess the feasibility and risk before you commit.

Data migration is part of every CRM project we deliver. We design the migration as an engineering task with proper data mapping, transformation logic, validation, and rollback capability. The scope depends on the complexity of your existing data model and the volume of historical records. We assess this in detail during the discovery phase.

Yes. A significant part of our portfolio is in banking, insurance, telecoms, and other regulated industries. We are ISO 27001 certified, our operations are GDPR-native, and we design security architecture, access control, and audit logging to meet sector-specific requirements including DORA for financial services and NIS2 for critical infrastructure. Data residency can be addressed through hosting architecture: we work with OCI (Oracle Cloud Infrastructure), AWS, Azure and GCP.

The same team that builds your CRM maintains and evolves it under a managed services agreement with defined SLAs. We do not hand over to a separate support organisation. This matters because the team that built the system carries the full context of every architectural decision. 93% of our clients continue working with us after the initial delivery. Some of those relationships have run for over 18 years.

Tailored CRM: Built for your unique customer relationships

Off-the-shelf CRM systems often force your unique sales and customer service processes into a generic structure. We build custom CRM solutions designed around your specific operational workflows and business goals.

Key Takeaways