Should you build a custom solution or buy something off-the-shelf? It's one of the most common decisions facing businesses today, yet most teams approach it without a clear framework. Bert and Julianna tackle real-world scenarios from luxury hotels to trucking companies, sharing a research-backed decision tree.
From the $10/month hotel checkout app to the $500K logistics platform, they break down the core factors: differentiation value, technical complexity, compliance risk, and total cost of ownership. Plus the stories behind homegrown systems that became technical debt nightmares.
Julianna opens with the classic dilemma: "Are you a DIY or are you more of a 'I'm gonna call someone'?" The philosophy behind when to do it yourself vs. hiring experts applies to business tech decisions too.
Bert's key insight: "How core and how critical is it to what differentiates me in the market?" If you're doing something no one has done before, you build. If it's well-defined, someone's already solved it.
First case study: Luxury hotel chain needs late checkout coordination with housekeeping. $10/user/month app vs. tweaking existing scheduling tools. 220 employees, $40M revenue.
Julianna argues for building using existing scheduling systems. Bert counters with the "borrow" approach - $26K isn't much for a $40M company, and you can learn what works before committing.
Artisanal coffee roaster case: $2,500/year Shopify plugin vs. Excel spreadsheet management. Both hosts immediately agree: "That's a no-brainer. I'd buy that." PCI compliance makes the decision easy.
Urgent care self-check-in kiosk: $250K system vs. repurposing iPads. HIPAA compliance and mixed medical records create massive complexity. "It's not worth building it for 250K."
The big one: $500K/year fleet management platform vs. patching homegrown Access database. 2,500 employees, 12 states, core business competency. Vendor lock-in vs. technical debt trade-offs.
Julianna's CFO perspective: "Are operations going to expand where we can recoup 500K?" If you can add one extra stop per driver per day, that's 300,000 additional stops annually.
Marriott's homegrown payroll system that couldn't handle changing overtime laws. "Green screens" from 30-40 years ago. Why technical debt builds up and becomes unmaintainable.
How AI accelerates proof-of-concept development. "You're able to develop a proof of concept using AI much faster, show that the thing works and de-risk the entire operation." The future of build vs. buy decisions.
03:00 Core Differentiation Framework
04:00Hotel Checkout Scenario
08:00Build vs. Buy Debate
11:00Coffee Subscription System
13:00Healthcare Kiosk Complexity
20:00Trucking Fleet Management
24:00ROI and Expansion Plans
31:00Technical Debt Horror Stories
34:00AI Changes Everything
