We requested custom software: What are realistic examples and risks for small businesses like ours?

We run a wholesale packaging business in Düsseldorf with 15 people. Two years ago, we spent 42.000 EUR on similar integration software. Before that, three employees spent two hours every day manually cross-referencing invoices and packing lists. Once the software went live, we saved about 30 hours of operational labor a week, and our fulfillment errors dropped to practically zero. In our case, the investment broke even within 14 months.

Building software from scratch is always more profitable for agencies than configuring existing systems. The biggest risk isn't that the project won't finish, it's that once it's done, the agency drops support or bumps their hourly maintenance rate to 150 EUR. Have you pushed the API limits and webhook capabilities of your existing software? Make sure modern SaaS tools on the market genuinely can't be linked together before you commit to custom code.

Don't pay the full 38.000 EUR all at once. Break the project down into modules. For the first phase, just ask for a simple mobile interface where the installation crew can deduct parts and sync with your current database. Get that sorted for around 10.000 EUR and test it out in the field. If the team gets used to it and it works smoothly, you can always tack on the supplier modules later.

we made a similar mistaek at first but the agency promised us this giant system that could do everything, eight months later what they delivered was basically just a messy excel sheet. honestly imo just focus on the single process your staff wastes the most time on and handle the rest with standard off-the-shelf software.

What exact data formats are your suppliers sending? If they're using legacy EDI or CSV formats, there are existing cloud integration services that handle those conversions. Instead of writing custom software from scratch, couldn't you just build a simple data translation layer? Have you discussed this specific point clearly with the agency?

The contract stage is far more critical than the technical build. Put these conditions to the agency: 1) All source code and git repositories must be stored on your own servers with every release. 2) Mainstream open-source languages and frameworks must be used, no proprietary internal libraries made up by the agency. 3) A three-month warranty for free bug fixes must be included. If an agency won't agree to these, walk away.

Five years ago, we hired an agency because we were eager to have 'our own custom setup' on the logistics side. When their lead developer quit, the project stalled for three months. The new hire couldn't make sense of the old code and insisted on rewriting it from scratch. On our second try, we focused purely on route optimization using a very basic UI, and that system is still running like a charm today. Keeping the scope tight is a lifesaver.

Correct.

Here's how it went for us. Code without setup documentation isn't yours, even if you have it.

Hope this helps.

I've been dealing with this for a long time. Everything goes well for the first three months; problems arise in the fourth.

If code ownership isn't in the contract, you have no bargaining power when leaving. Just leaving this note, it might be useful.

I have a question, don't want to go off-topic though. Don't hesitate to ask; those who don't ask always pay more.

The cheap-looking path usually ends up costing more later. Access credentials should be opened in the company's name, not personal accounts.

The answer varies greatly by industry; there is no one-size-fits-all rule. That's all, sorry if I went on too long.

Following.

Saved.

We've heard this a lot, but it never happened like that for us. People defend habits not processes. Resistance comes from there.

I'm also curious if anyone does it differently.

I've been down this road, let me tell you. tbh the harder it is to reverse a decision the slower you should make it.

Hasty decisions become decisions you have to fix six months later. tbh if I were you, I'd go this route.

Three different views emerged, they all complement each other. People defend habits not processes. Resistance comes from there.

If it's your first time start small; scaling comes later. Of course, it varies if your situation is different.

I'd say don't rush. If you don't write this down from the start, it leads to arguments later.

That's all, sorry if I went on too long.