When to choose a custom solution and when a proven one

1. The right choice depends on the process

A custom solution is not always better than a proven one, or the other way round. The decision depends on how unusual your process is, how quickly you want to roll the solution out and how much customisation and how many integrations you need.

If the way you work is similar to common practice in your industry, a proven solution is often the fastest route. But if the process has a significant effect on service quality, efficiency or how you stand out from the competition, it is worth looking at custom development.

2. Speed of implementation

With a proven solution the core functionality has already been built. Most of the work therefore goes into configuration, permissions, data import and minor adjustments. The time and scope of implementation are generally more predictable.

With a custom solution the process and the requirements have to be defined precisely first. On BizIT projects we usually prepare a clickable prototype within one to two weeks, while the whole journey from idea to roll-out normally takes six to twelve weeks. The scope of course depends on the complexity of the solution and of the integrations.

The fastest option is not necessarily the fastest route to a result. If a standard solution does not fit the process, users may carry on doing a lot of the work outside the system.

3. Costs: look at the whole period of use

A proven solution often has a lower initial cost, because the basic functionality has already been developed. When comparing, however, you also need to take into account subscriptions, the number of users, additional licences, the cost of customisation and the work that will remain manual even after implementation.

With a custom solution the initial investment is generally higher, but the solution is designed around your specific process. It is important to assess the cost of development, maintenance and future changes, not just the first quotation.

4. Flexibility and integrations

A proven solution can be adapted within the options its design allows. Smaller changes can be quick, while more substantial process-specific requirements often call for workarounds or extra steps.

With a custom solution the functionality is defined according to business requirements, budget and time. This gives you more control over the user experience, the rules and the connections to other systems, but it also calls for more decisions during design.

A practical sign

If, when a standard solution is being demonstrated, you often have to explain that a significant part of the process will still run outside it, it is worth also comparing the option of custom development.

5. Long-term maintenance

With a proven solution the vendor generally takes care of basic upgrades. The advantage is less operational work for the client, the limitation is less influence over the direction the product takes and over when new features arrive.

With a custom solution you need to establish up front who will look after support, changes, documentation and knowledge transfer. Where the solution is built in your existing Microsoft 365 environment, Microsoft looks after the platform, while the business solution is looked after by the agreed supplier or an internal team.

Before deciding, therefore, ask: who will maintain the solution in three years' time, how will changes be carried out and how can we carry on if we change supplier?

6. Five questions to help you decide

A custom solution is the more likely choice if you answer yes to several of the questions below:

• Is the process an important part of our competitive advantage or of our service quality?
• Does it have several important requirements that standard solutions do not support?
• Does the solution have to connect to several existing systems?
• Do we expect the process to change deliberately over the next few years?
• Does the data from the process have a significant influence on business decisions?

If the answers are mostly no, a proven solution will often be faster and more cost-effective.

7. The most common mistake

The biggest mistake is deciding on the basis of a product demonstration before it has been clearly described how the process actually runs today and what has to be different after implementation.

First define the problem, the users, the exceptions, the data needed and the criteria for success. Only then is it possible to make a fair comparison between a proven solution, custom development and improving the process without a new information system.

8. A BizIT example

In practice a combination of the two approaches is often the right fit. A proven solution can cover the standard part of the process, while custom functionality is developed for the areas where the organisation differentiates itself or needs to connect existing systems. We take the decision after analysing the process, not in advance.