Searchlab Customization & Support
A CRM is never finished. Territories change, a new product needs a pipeline, a report stops answering the question. This is ongoing admin cover and development for teams that do not want a full-time Pipedrive specialist on payroll but still need one available.
Day to day this looks like retained administration. New fields and stages, user onboarding and offboarding, permission and visibility changes, new automations, reporting tweaks, and cleaning up the data drift every active CRM accumulates. Work comes through a shared queue with agreed response times, so a stuck rep is not waiting a week for a field to be added.
On the configuration side we set up the parts of Pipedrive most teams never reach. Smart Docs for quotes and proposals that pull deal and product data straight into a template, with e-signature and view tracking. The products catalogue with variations and pricing so deal values are calculated rather than typed. LeadBooster web forms, chatbot, live chat and the scheduler. Projects for post-sale delivery on the same records.
When native features run out, we build. The REST API and webhooks cover most requirements: syncing to billing or ERP, pushing deal data into a customer portal, generating documents through an external service, or writing a scheduled job that maintains a field Pipedrive cannot calculate on its own. We also assess marketplace apps honestly, since an existing app is usually cheaper than custom code.
Training is part of the retainer, not an add-on. New joiners get a session on your specific configuration rather than a generic product tour. Managers get a refresher on Insights when the dashboards change. We also run a quarterly review of usage, automation performance and data quality, and bring you a short list of things worth fixing before they turn into complaints.
Everything in Customization & Support
Retained admin hours
A monthly block of hours for configuration changes, user management, new automations and reporting updates, with a defined response time on requests.
Smart Docs setup
Quote and proposal templates that pull deal, person, organisation and product data automatically, with e-signature and tracking on when a document is opened.
Products and pricing catalogue
Your product list loaded with variations, units and prices so deal value is built from line items instead of typed in, which also makes product-level reporting possible.
LeadBooster configuration
Web forms, chatbot flows, live chat routing and the meeting scheduler set up and connected to the Leads Inbox with owner assignment rules.
Marketplace app integration
Assessment and setup of apps for calling, e-signature, accounting or messaging, with an honest view on which ones justify their monthly cost at your volume.
Custom API and webhook development
Bespoke integrations and scheduled jobs built against the Pipedrive REST API and webhooks where no off-the-shelf app does what you need.
Quarterly health review
A scheduled check on adoption, data quality, automation performance and unused configuration, delivered as a short prioritised list of recommended changes.
Ongoing training
Onboarding sessions for new joiners on your actual setup, refreshers when configuration changes, and an updated admin handbook kept current with each change.
The process
Account handover
If we did not build the account, we audit the existing configuration first: fields, pipelines, automations, permissions and data quality, and document what is there.
Agree scope and cadence
We set the monthly hours, request channel, response times and what counts as included work against what gets quoted as a separate project.
Run the queue
Requests are logged, prioritised and delivered within the agreed window, with each change recorded in the automation register and admin handbook.
Review and improve
Every quarter we review usage and data quality, retire configuration nobody uses, and propose the next set of improvements based on what the numbers show.
Questions about Customization & Support
Can you support a Pipedrive account somebody else built?
Yes, and it is a common starting point. We begin with an audit of fields, pipelines, automations, permissions and data quality, then give you a prioritised list of fixes. Some accounts need only tidying. Occasionally the object model is wrong enough that a rebuild is the cheaper option, and we will say so.
How is the retainer priced?
By a monthly block of hours matched to your expected volume of change. Small teams with a settled process often need only a few hours a month. Teams that are hiring, launching products or restructuring territories need more. Larger custom development is scoped and quoted separately from the retainer.
Is Pipedrive enough on its own, or will we outgrow it?
Sales teams up to roughly fifty reps with a deal-based process rarely outgrow it. You will feel the ceiling if you need genuinely custom objects, complex approval workflows, CPQ, native ticketing or heavy marketing automation. If you reach that point we will tell you honestly rather than bolt on workarounds indefinitely.
Do you build custom integrations, or only configure apps?
Both. We check the marketplace first, because a supported app costs less to run than code we maintain. When nothing fits, we build against the REST API and webhooks, document the integration properly, and hand over the code so you are not locked into us for it.
More in Pipedrive
Ready to talk about Customization & Support?
Tell us where you are stuck. We reply within the hour on WhatsApp, usually sooner.
Or email Searchlabtools@gmail.com