Start with what makes the process different
Off-the-shelf software works well when your process resembles a common market pattern and the team can adapt to the tool. Custom software becomes relevant when that process creates meaningful differentiation or carries constraints general tools cannot support.
The decision is not only about initial price. Consider lifetime cost, integration, data ownership and the effect on people doing the work.
Use a hybrid approach when it fits
Many organisations get a better result by using established products for standard capabilities and building only the differentiating workflow or integration layer. This boundary reduces delivery risk and can create value earlier.
Decide with evidence
Map the process, users, critical data, integrations and success measures before comparing options. Review every candidate against the same criteria so the decision is not driven by feature lists or a single demonstration.