Key takeaways
- Buy when the fit is good enough and speed matters. Build when the workflow is unique or strategic.
- Ongoing fees vs. build cost: do the maths over 2–3 years.
- Hybrid is common: buy the base, build the connectors and custom bits.
Off-the-shelf software is fast to deploy. Custom internal tools fit your workflow exactly. The right choice depends on how unique your needs are and how much you're willing to invest.
Buy when
- Your workflow matches what the tool does out of the box
- You can live with some compromise
- Speed to market matters more than perfect fit
- The vendor handles updates and support
Build when
- No tool does what you need
- You're duct-taping multiple tools and it's painful
- The workflow is core to your competitive advantage
- Ongoing platform fees exceed build cost over 2–3 years
The hybrid approach
Often the answer is both: buy for the standard parts, build for the unique ones. A custom layer that connects your CRM, booking system, and reporting can give you the best of both.
FAQs
Scope the workflow, identify integrations, and get a quote. A simple internal tool can run 4–12 weeks; complex ones are months.
Migration is possible. Export data, map to the new system. Plan for it when you're growing.