Buy or Build: What to Consider When it Comes to your CX Platform

As customer experience (CX) technology has come on in leaps and bounds in recent years, a huge range of CX platforms and tools have come onto the market. As a result, organisations face a real challenge when it comes to putting together the best solution for their needs: should they buy an off-the-shelf system or build a custom CX platform tailored to their specific needs?

Decision-makers will be influenced by a number of factors including cost, time to implementation, vendor support, scalability, and, of course, the unique needs of the business. Here, we will summarise the main advantages and disadvantages of both buying and building a CX platform, providing insights to help companies make an informed choice that aligns with organisational goals and resources.

1. Cost:

• Upfront Investment: Typically lower compared to designing and building a system.
• Predictable Expenses: Subscription fees are usually predictable and can be budgeted for.

2. Time to Implementation:

• Faster Deployment: Ready-made solutions can be implemented quickly.

3. Maintenance and Support:

• Vendor Support: Maintenance, updates, and support can be handled by the vendor, reducing the workload on your internal IT team.

4. Features and Integrations:

• Comprehensive Features: Many CX platforms come with a wide range of features and integrations out of the box, however customisability may be limited.
• Regular Updates: Vendors update solutions to include new features and improvements as they come online.
• API integration: Many CX platforms are now built with API compatibility in mind. These APIs, or application programming interfaces, will allow new CX components to communicate with existing in-house systems.

1. Fully customised:

• Bespoke Solution: Custom-built meet the specific needs of the business and its processes.

2. Cost:

• Initial Costs: Higher upfront costs due to development and resource allocation.
• Long-term Savings: Potentially lower long-term costs as cost-saving measures can be built in.

3. Time and Resources:

• Development Time: Building a system from scratch can be time-consuming.
• Resource Allocation: May require significant internal resources for the design and implementation.

4. Optimisation and Scalability:

• Ongoing Optimisation: While the vendor will be responsible for providing updates and continued optimisation based on operational reviews and evolving business needs, the buyer’s IT team will still need skills to manage day-to-day management of the solution. Can the vendor provide training and support?
• Flexibility: Additional features can be included, based on the evolution of the company’s CX strategy.

The decision to buy or build a CX platform hinges on many critical factors. If urgency is a priority, then purchasing a ready-made solution may be the best route. Budget considerations, both in terms of initial outlay and ongoing costs, will also play a significant role, as will the extent of the organisation’s own in-house IT resources and skills.

For businesses with highly specific needs, a custom-built system will offer the best fit, especially when created in partnership with a vendor that is able to work closely with the business providing the consultancy, advice and support to develop and implement a system designed to meet the specific needs of the company.

It’s worth pointing out too that some businesses may want to retain aspects of their existing CX capabilities and while this can be done, again, it requires a vendor with experience and the expertise of carrying out similar projects.

The decision to buy or build a CX system isn’t simply about the technology; it is about aligning your customer experience strategy with your overall business objectives – and what your provider can bring in terms of advice and support to the project. By aligning with a partner that focuses on business outcomes rather than simply on technical deliverables, you can develop an informed CX solution that supports your organisation, your business goals and customer experience objectives.

Considering an upgrade to your customer experience capabilities? In the first instance, contact DigitalWell to discuss how we can help you achieve more business benefits from your CX strategy.