Most organisations reach the same point sooner or later. The spreadsheets have grown too big, the off-the-shelf tool needs one workaround too many, and someone asks: should we build our own system?

There is no single right answer. Bespoke software is not always better, and it is not always more expensive. This guide sets out the questions we ask clients before we recommend either route.

What we mean by build and buy

Buying means using an existing product, usually paid for by monthly subscription. Examples include accounting packages, CRM systems and applicant tracking systems.

Building means commissioning bespoke software designed for your organisation. You own it, and it does exactly what you need.

There is also a middle route: buy a product for the standard parts of your work and build a smaller system, or an integration, for the parts that make you different.

When buying off the shelf makes sense

Buy when:

  • your process is the same as most organisations in your sector, such as payroll or bookkeeping
  • a well-known product already does at least most of what you need
  • you want to start using something within days, not months
  • the subscription cost stays reasonable as you grow

If a good product exists and fits, we will tell you to buy it.

When building bespoke makes sense

Build when:

  • your process is what makes you different, and a product would force you to change it
  • staff spend hours each week on workarounds, re-typing data or managing spreadsheets
  • you pay for many licences but use only a small part of each product
  • you need to connect several systems in a way no product supports
  • you have specific security, data or accessibility requirements, for example as a public body that must meet WCAG 2.2 AA

Compare the full cost, not just the price

A subscription looks cheaper at the start. Over several years, the picture can change. Compare:

  • Licences: how the price rises as you add users, records or features
  • Workarounds: the staff time spent on manual steps the product cannot handle
  • Integration: the cost of connecting the product to your other systems
  • Switching: how easily you could leave, and whether you can export all of your data
  • Build and support: for bespoke software, the build cost plus a realistic monthly support plan

Questions to ask before you decide

  1. Which parts of our work are standard, and which are unique to us?
  2. How much staff time do our current workarounds cost each month?
  3. What happens to our data if we stop paying for a product?
  4. Who will look after bespoke software after launch?
  5. Can we start small and test the idea first?

Reduce the risk either way

Whichever route you choose, start with a short discovery. Map the process, talk to the people who do the work and test a prototype before you commit. That is how we run every project. You can read more about how we work and how we estimate costs.

If you are weighing up a decision now, send us a short brief. We will give you an honest view, even if the answer is to buy.