Off-the-shelf software is the right answer most of the time. It stops being the right answer when your business does something genuinely different, and the platform forces you to work around it with spreadsheets, duplicate entry and a monthly export.
Bespoke work pays for itself where the process is the business. If the way you quote, schedule, track or fulfil is what makes you competitive, software built around that process protects it instead of flattening it to fit somebody else’s assumptions.
The cost of leaving it is a slow tax. Every workaround adds a manual step, every manual step adds a chance of error, and eventually the process only works because a handful of people remember all the exceptions.
Building bespoke for its own sake is just as expensive. Custom software you own is custom software you maintain, so if a configured off-the-shelf product would do the job, we will tell you that before anyone writes any code.