The short answer
Start by checking whether an existing tool can do the agreed task with suitable access and review. Consider custom software when an important requirement is not met, such as a particular workflow, interface or system connection. A business can use both approaches together.
When an existing tool may be enough
A person may be able to prepare a useful draft, summarise suitable notes or organise information in a tool the business already has. Clear instructions, appropriate information and practical training can be enough for a person-led task.
Test the actual requirement with representative examples. Check the current account’s capabilities and permissions, where the information will go and whether the reviewer can see enough context to check the output. Do not assume a feature supports your particular process.
When a custom build is worth investigating
Custom software can be appropriate when the team needs a specific interface, a sequence of connected steps or review rules that an existing tool does not support. Examples include preparing a document from several approved sources or managing a defined enquiry handover.
A build needs requirements, testing, handover and an owner. The team still needs to understand the result and know what to do when information is missing or a connection fails. Building a dedicated interface does not remove the need to check AI output.
Check the requirement before choosing the route
| Requirement | What to compare |
|---|---|
| A person starts and checks one task | Try an existing tool with clear instructions and training before assuming a build is needed. |
| Information comes from several systems | Check supported connections and permissions. A configured connection may be enough; some tasks need custom integration. |
| The team needs a particular review process | Check whether the existing tool can show the source, assign a reviewer and restrict the final action. |
| Colleagues need a focused interface | Compare a suitable existing application with a dedicated interface designed for that task. |
| The process or source changes | Name who updates instructions, connections and tests for either approach. |
| The workflow will not run as expected | Agree visible failure, a manual route and support responsibilities whichever approach you choose. |
An illustrative example: a weekly report
If a report owner already has a checked spreadsheet and wants help preparing commentary, a suitable existing tool plus training may be sufficient. The figures remain defined calculations and the owner checks the explanation.
If the task requires several exports, consistent validation, different access for different colleagues and an approval step, investigate configuration or a focused custom application. First check whether an existing feature can meet those requirements.
These are ways to assess a requirement, not claims of guaranteed results. A short, representative trial should inform the next decision.
Write down the job before commissioning software
Record the trigger, inputs, output, reviewer and process owner. Add the important exceptions and describe the connections you think are needed. Separate essential requirements from preferences.
That outline helps compare an existing feature, a configured connection and custom software against the same job. It also gives the business something concrete to test before everyday use.
Put this into practice
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