How to Know What Your Organisation Really Needs
Every organisation eventually reaches the same crossroads:
Do we adapt our processes to fit an off-the-shelf system, or do we commission something bespoke?
It’s a big decision, and not one to make lightly. The wrong choice can lock you into years of frustration, or worse, waste precious time and money. The right choice can unlock efficiency, free up your people, and give you the clarity to grow with confidence.
So how do you know what’s right for you?
1. Off-the-Shelf. The Ready-Made Route
Off-the-shelf (or Saas – software as a service) software is designed for the masses. Think tools like Asana, Xero, or HubSpot.
Advantages
- Quick setup – You can be running in days, not months.
- Lower upfront costs – Subscriptions are predictable and often affordable.
- Constant updates – Providers push out improvements and security fixes.
- Community support – Forums, guides, and user groups can help you get unstuck.
But here’s the catch:
Off-the-shelf tools are built for the average user. If your processes are unusual, complex, or people-heavy, you may find yourself constantly wrestling the system or paying for endless add-ons to make it just about work. Be aware, there are 3 hidden costs to off-the-shelf (or SaaS) software.
2. Bespoke Tools. Built for You
A bespoke system is designed around your organisation’s reality. It listens to how your people actually work, and then translates that into digital scaffolding that makes sense.
Advantages
- Fits your processes – Instead of bending your work to fit software, the software bends to you.
- Scales with your growth – Features can be added as your needs evolve.
- Deeper integration – It can connect seamlessly with your existing tools.
- Cultural alignment – A well-designed bespoke tool feels like part of your organisation, not an outsider.
But:
- The upfront investment is higher.
- Delivery takes longer.
- Success depends on how well you define and communicate your needs.
3. How to Decide: A Simple Framework
Ask yourself these questions:
- How unique are our processes?
- If 80% of what you do looks like everyone else, off the shelf is probably fine.
- If your processes are a key part of your identity or service, bespoke may pay off.
- What’s the real cost of workarounds?
- Off the shelf often means ‘good enough’ with extra spreadsheets and staff frustration.
- Calculate how much time and money those workarounds actually burn.
- What’s our time horizon?
- Need something now? Off the shelf is your friend.
- Planning for 5+ years of growth? A bespoke tool could be a smarter investment.
- Do we have the capacity for change?
- Every tool-bespoke or not requires people to change habits.
- Honest buy in is essential before you commit.
4. Hybrid Approaches: The Best of Both
It’s not always one or the other. Many organisations start with an off the shelf platform, then layer in bespoke connectors or lightweight custom tools to handle the gaps. This approach gives speed without locking you into the wrong shape.
5. Final Thought
Choosing between bespoke and off the shelf isn’t just a tech decision. It’s about how you want your people to work, how much you value their time, and what kind of future you’re building.
The best question to ask isn’t ‘Which tool is cheaper?” but:
‘Which tool will help our team thrive?‘
At The Anthill Group, we specialise in helping organisations answer exactly this question.
- If a bespoke system is right, we can co-design it with you so it truly fits how your team works.
Either way, the goal is the same: systems that finally make sense.
If you’re facing this decision right now, let’s talk. We’d love to guide you through it.
