We are curently looking to source a new CRM for a busy London Call Centre. I was initially following a bespoke route via our outsourced IT team, however i was alerted to the possibility of matching our requirements in an off-the-shelf solution (i.e. Sales Force / Dynamics / ACT!).
The later generally seem to be hosted, and very expensive per licence.
There are 2 main reasons why i am struggling with the bespoke option;
1. The first being the lack of support - there is one main guy who will be writing the application, and i am worried that if the relationship sours or God forbid anything should befall him, then where does that leave me?
2. The second is that i will not be discovering any new ideas with the bespoke solution, it will only do what processes i ask of the programmers. With the existing CRM's i would hope it will do exactly what i want, with the added benefit of offering new things i have not thought of before to help improve the business.
My apologies for the long message - Does anyone have any advice on my available options. If possible, can someone point me to any good CRM packages as i am pretty desperate and confused just now!