Custom software is a real investment, and the decision deserves more scrutiny than "we're growing, so we need custom software." Here's a more useful framework.
A core business process that's genuinely unique and not well-served by any existing platform, even with configuration.
Multiple disconnected tools that are costing real time and creating errors through manual data transfer between them.
The actual requirements aren't clearly defined yet — building custom software around an unclear process usually means rebuilding it later anyway.
An existing tool would work if configured properly, but hasn't actually been tried yet.
Start by mapping your actual process in detail before evaluating whether custom software or an existing tool fits it better.
Consider a smaller pilot or internal tool addressing the most painful part of the process before committing to a full platform.
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