Should I Use an IT-Specific CRM? IT CRM vs. General CRM

A customer relationship management (CRM) platform is one of the most essential tools your IT company can have.

But with so many CRM platforms available, how do you know which is best for your business? You might ask yourself, “Should I use an IT-specific CRM or a general-use CRM?”

Well, you’re in luck because we’re diving into the IT-specific CRM vs. general-use CRM debate on this page. Just keep reading to see the pros and cons of each!

What is an IT-specific CRM?

An IT-specific CRM is a CRM platform specially designed with IT companies in mind. It takes into account the needs of IT companies and includes unique features to help them reach their goals.

What is a general-use CRM?

A general-use CRM is a CRM platform that works equally well for companies across any industry. It usually contains a broad range of features and customizable settings to help you set up the platform in a way that works best for your team and business.

The pros and cons of using an IT-specific CRM

So, which should you choose when it comes to an IT-specific CRM vs. a general-use CRM? We’re helping you weigh up your options by comparing the pros and cons of each below!

Let’s start with the common advantages and disadvantages of IT-specific CRMs.

Pro: Provides highly-specific IT features

One of the biggest pros to opting for an IT company CRM is that it comes with IT-specific features.

For example, an IT CRM may come with contact management features that enable you to record which types of devices and software your clients use, making it easier to provide them with the support they need.

IT-specific CRMs may also include features that enable you to track IT support tickets and their progress, such as when they are submitted, the solutions implemented or tested, and when the issue is resolved.

General-use CRMs are designed for multiple industries and don’t usually come with industry-specific features.

Pro: Optimized for IT compliance regulations and law

Another benefit of using an IT-specific CRM is that it’s designed to meet the unique needs and requirements of IT businesses.

Lots of industries have regulations and compliance laws they need to follow, and IT companies like yours are no different.

Many CRMs for IT companies are not only designed with IT-specific features but are also optimized to be compliant with IT regulations you may need to follow, like the General Data Protection Regulation (GDPR).

Con: Can be more expensive than general-use CRMs

Because of the IT-specific features and niche capabilities, IT-specific CRMs can often be more expensive than general-use CRMs.

Many industry-specific CRMs tend to offer only one pricing plan to access the platform. So, if this pricing plan doesn’t fit within your budget, there isn’t much wiggle room, and you’ll need to look elsewhere.

Con: Not ideal if you only need access to basic CRM features

If you need a CRM with only the most essential features, like contact management, lead tracking, and reporting, then an IT company CRM may not be the best fit for you.

As mentioned above, an IT companies-specific CRM has many unique features and can often carry a heavier price tag.

If you don’t need highly specific features, and basic CRM essentials suit your needs, a general-use CRM has a smaller price tag for the features you need.

The pros and cons of using a general CRM

Now, let’s look at the pros and cons of using a general-use CRM.

Pro: Has more affordable pricing plans

General-use CRMs are typically more affordable than IT-specific ones. This is because general-use CRMs need to appeal to a wider audience and usually provide a few different pricing plans. You can choose one depending on the features you need and the size of your company.

That means if one pricing plan is out of your budget, the provider likely has a cheaper option you can invest in, or there’s a good chance another CRM platform can offer the features you need at a lower price.

Pro: Offers more integration options

Another advantage of opting for a general-use CRM is that it usually comes with more integration options than an IT-specific one.

Because general-use CRMs must appeal to a broader audience and be more accessible, they’ll usually offer plenty of options to integrate with a wide range of tools and platforms.

Of course, this isn’t true for every CRM, and there are IT-specific CRMs out there that provide integration features. However, in most cases, general-use CRMs connect with many more tools.

Pro: Provides a full range of CRM features

General CRMs are designed with multiple industries in mind, so they’ll include a range of essential features that any business can utilize. These features typically include contact management, lead pipeline tracking and management, reporting, workflow customizations, and more.

Con: Doesn’t provide IT-specific features

One of the biggest downsides to investing in a general-use CRM is that it won’t provide IT-specific features. Again, this is because general CRMs are designed to be compatible with multiple industries and businesses.

To get IT-specific features like IT support ticket tracking or device and program reporting with a general CRM, you’ll need to customize the CRM or use an integration. Many general CRMs do allow you to customize your setup to meet industry-specific needs, but you won’t get IT-specific features right out of the box.

Should I use an IT-specific CRM or a general-use CRM?

Now, let’s answer your main question: “Should I use an IT-specific CRM?”

The answer depends on your needs.

If you’re looking for specific IT features to suit your needs and want a platform optimized for IT compliance laws, then an IT-specific CRM is for you.

But otherwise, it’s a good idea to use a general-use CRM. You don’t really need a CRM that’s just for IT companies. The most important features of a CRM are essential for every business and industry, and you can always customize a general CRM to meet your unique needs. And general CRMs usually come with a much lower price tag.

Get everything your IT company needs with Nutshell

Nutshell is a trusted CRM tool that is flexible and easy to use and offers a full range of features to help you grow your business. Nutshell gives you access to essential features like:

See how Nutshell can be the perfect fit for your IT company’s needs by starting your free 14-day trial to test it out for yourself!

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