Should We Adapt Our Processes to the System – or the System to Our Processes?

Every company implementing an IT system faces this dilemma: Should we standardize our processes to fit the system’s requirements, or should we personalize the system to match our existing processes?

I was inspired to write this after a lunch conversation two weeks ago. The debate is real, and I’ve heard both sides over and over again. Some love the idea of a system that dictates how things should be done—best practices, efficiency, predictability. Others see this as a straightjacket, forcing businesses to change what makes them unique just to fit into some software’s logic.

Source: Image generated by the author through AI generation with chat.openai.com

1. The Case for Standard Processes and Solutions 

Many IT systems come with best-practice, industry-standard solutions. Adopting these out-of-the-box functionalities has several advantages: 

• Faster implementation – Less customization means faster go-live. 

• Future-proofing – Standard solutions align with frequent system updates, reducing the risk of breaking custom functionalities. 

• Lower maintenance costs – Personalized settings often require additional testing and adjustments with every system release. 

• Access to new features – Updates roll out smoothly when standard settings are in place, giving companies faster access to innovations. 

• Scalability and reliability – Standard systems are designed to work across industries and support business growth without additional development efforts. 

System releases happen more often than we think—every few weeks to once a year, depending on the internal policies of the company. The system developers themselves are even faster, pushing out updates constantly. And here’s the painful truth: every time you personalize something, you’re also signing up for an endless loop of "Will this still work after the next update?" Testing, retesting, and hoping it doesn’t break. Again. And again. Oh, and did I mention it costs money? A lot of it. 

2. The Case for Personalization 

On the other hand, not every company fits into a one-size-fits-all model. If everything was as standard as software providers claim, we’d all be using identical processes, serving identical customers, and living in a very dull business world. Personalized settings can: 

• Support unique business models – Some processes define a company’s competitive edge and should not be sacrificed. 

• Improve user acceptance – Employees who feel the system does not reflect their needs often resist adoption. 

• Enhance efficiency – Standard processes may be optimized for general use, but not for the specific needs of a business. 

• Maintain competitive differentiation – Businesses can tailor solutions to better serve their customers, suppliers, and partners, standing out from competitors. 

• Preserve company identity – Personalized settings ensure that company specific workflows and traditions remain intact, preventing an organization from losing its unique operational DNA. 

But let’s not sugarcoat it: personalizing your IT system can be a Pandora’s box. Delays, additional costs, testing nightmares, and worst of all—dependencies. Once you start customizing, it’s like a rabbit hole. The more you tweak, the more you have to maintain, and the more you risk creating a system that no one but your IT wizard understands. 

I’ve heard from people who work with a standard Salesforce version and absolutely hate it because it doesn’t align with their needs. But then there are companies with so many personalized settings that every minor update turns into an IT horror story. No easy wins here. 

3. Finding the Right Balance

There is no universal right or wrong approach, but companies should consider: 

• Which processes are truly unique? If a process is standard in the industry, using the system’s built-in functionality might be the better choice. 

• How often does the system update? The more frequent the updates, the greater the risk of personalized settings causing issues. 

• What are the costs of customization vs. adaptation? Investing in custom features should be a strategic decision, not just a preference. 

At the end of the day, IT systems should support business goals – not the other way around. If you find yourself adjusting your entire way of working just to fit into an off-the-shelf system, maybe it’s time to rethink the strategy. On the flip side, if you’re burning money and time just to get a button in a different place, maybe it’s time to accept that a little standardization isn’t the enemy. 

So, what’s your take? Are you team “standardization” or team “personalization”? 

Ready to find the perfect balance between standardization and personalization in your IT systems? Contact us today to explore how our digital transformation expertise and services can help your business stay efficient, agile, and future-proof.