Bespoke benefits revisited

In SME business circles, it is generally held that software development is the preserve of large, liquid, technologically sophisticated organisations. Certainly, writing a major piece of computer software can be complex, tedious, time-consuming, frustrating and expensive. However, while all businesses operate on the same basic financial model and there are a plethora of systems capable of managing the obvious, each sector and business is idiosyncratic, to some degree. Bespoke software written to accommodate these differences and idiosyncrasies can often smooth operations, reduce costs, relieve tedium or improve the quality of customer relationships. But many owner-mangers and SME directors are reluctant to go the bespoke route, for a variety of reasons. The reality is that most businesses could (a) afford and (b) benefit from, greater use of specialised computer software. Writing code to accommodate a function specific to a specialised business might cost as little as £2-10,000, with commensurate year-upon-year efficiency gains in multiples of the initial outlay. Simply updating an off-the-shelf package to better reflect current practice or market conditions can have a similarly positive effect. For example, there are lots of time management systems on the market, but with flexitime working, unique shift patterns and variable pay rates, it often pays to have your own demand or site-specific software written. You can't put a price on smooth-running staff time-control and accurate pay for overtime worked. It earns its keep from day one and keeps paying back the investment every time a manning crisis is averted. Customer Relationship Management (CRM) is another prime area in which enhanced or advanced software can produce easily quantifiable benefits on the bottom line. Relatively simple customer tracking, monitoring and prompting software can identify behaviour that indicates either potential for a problem to arise, or an unforeseen opportunity to cross-sell or re-sell. People are forgetful computers can be programmed not to be. Any cyclic business with order/delivery gaps, periodic obsolescence or extended delivery times is likely to have its performance enhanced by the introduction of a CRM system. It will need to be bespoke to match the precise needs of the customers of the business in question. Such systems also create a belief in the customer's mind that the business is 'on the ball'; is more caring and concerned; and is more interested. Simply growing or updating the customer base can pay big dividends. Software modifications can be productive in any business where it makes sense to re-trawl the customer base or revisit the existing customer base with marketing offers, such as discounts, 'recommends' or product variations/upgrades. There is a strong case for reviewing the most appropriate software for your business every two to three years. In an area of activity where technology leaps ahead relentlessly, SMEs should be mindful of not falling behind. Increasingly, the answer lies in thinking outside the generic software box, and having bespoke software written that is precisely relevant to your business needs has become as matter-of-fact, and affordable as ordering a new car or new carpets for the office or showroom. Many SMEs, I suspect, just didn't know that this was the case.