Buy when the problem is common and your process is not special. Build when the differentiation is real and the integration surface is yours. Wait when capability is moving faster than your procurement cycle.
The default answer should be buy, and we say that as a firm that makes money building. If a hundred companies have your problem in roughly the same shape, someone has productised it, and their product has absorbed thousands of hours of edge case handling you would otherwise pay to rediscover. Where buying goes wrong is when the tool assumes a process you do not have, and the implementation quietly becomes a change programme to fit your organisation to the software.
Building is right when the process genuinely is your differentiation, when integration with your internal systems is the bulk of the work anyway, or when data residency and control rule out the vendors. It is also right, more often than people expect, for narrow internal tools — a focused workflow automation is frequently cheaper to build than to license per seat across a large team. The third option is the one consultants rarely offer: wait. Some use cases sit just beyond current reliable capability, where a build today would need substantial rework within a year.
If we think that is your situation, we will tell you what specifically needs to improve and what signal to watch for, rather than selling you the version that will disappoint you. There is usually something adjacent worth doing in the meantime — often the data work that any future version will need regardless.
- Buy by default when the problem is common and your process is not genuinely distinctive
- Build when integration with your systems is most of the work, or residency rules out vendors
- Per-seat licensing across a large team often makes a narrow internal build cheaper
- Wait is a legitimate recommendation, with a named signal to watch for
- Vendor evaluation includes what happens to your data and how you would exit