Defining the terms
Before comparing, let's clarify what each approach means:
- Standardised solution: pre-built software (SaaS, no-code platform, template) you configure within predefined options. Examples: Intercom, Zendesk, Tidio.
- Custom application: developed specifically for you, from scratch, according to your processes, data structure, and technical constraints.
When to choose a standardised solution
A standard solution makes sense if:
- Your need matches the available features exactly
- You need to move fast (go live in days)
- Your budget is very limited (< €500/month)
- Your activity is generic with no unusual processes
- You're willing to adapt to the tool rather than the other way around
When custom becomes necessary
Custom becomes essential when:
- Your processes are specific and market solutions don't cover them
- You have strong integration constraints (ERP, proprietary CRM, legacy database)
- The solution must evolve with your business over several years
- Data confidentiality is critical
- You're looking for a competitive advantage your competitors don't have
The real 5-year cost
The classic trap: comparing initial cost without looking at the total over time. A SaaS tool at €300/month costs €18,000 over 5 years — without owning anything at the end.
A custom application at €8,000 implementation + €200/month maintenance = €20,000 over 5 years, but you own the code, can switch providers, and the solution evolves exactly as you wish.
How to decide
Our recommendation: start with a standard if you're testing a concept. Switch to custom as soon as the standard limits you, or from the start if you have integration or confidentiality constraints.