Why Custom Software Beats Off-the-Shelf (When It Actually Does)
Not every business needs custom software. Sometimes Airtable, Notion, or an off-the-shelf CRM is the right answer. The question isn't "should I build custom?" - it's "is the off-the-shelf option costing me more than it saves?"
When off-the-shelf works
If your workflow is standard - basic CRM, project management, invoicing - a SaaS tool is almost always the better choice. You get updates, support, and integrations without maintaining code.
When it starts costing you
The inflection point comes when you're spending more time working around the tool than working with it. Common signs:
- •Manual data entry between systems - copying data from one tool to another because they don't integrate
- •Workaround spreadsheets - maintaining a "real" tracking system outside the tool you're paying for
- •Feature gaps you can't close - the tool does 80% of what you need, but the missing 20% is critical
- •Scaling problems - the tool was fine for 10 users but breaks at 100
The build-vs-buy decision
We use a simple framework: if the software is core to how you operate and differentiate, build it. If it's a commodity function (email, accounting, basic project management), buy it.
The insurance CRM we built is a good example. The broker tried three different off-the-shelf CRMs. None handled the Life/Health/Medicare workflow properly. The workarounds were eating hours every week. Custom was the right call - and it paid for itself in months.
Bottom line
Custom software is an investment. Make sure you're investing where it counts - in the workflows that make or break your business.