Most teams overspend on tooling before they understand their own workflow. The right first move is almost never the shiniest SaaS in the category.
A simple three-question filter
- Is the workflow already documented end-to-end? If no, buy nothing yet.
- Does it touch sensitive client data? If yes, lean build, not buy.
- Will it change in the next 90 days? If yes, prototype, do not procure.
When buying wins
Anything horizontal — transcription, scheduling, basic copy assist. The market has already commoditised it and your internal version will not catch up.
When building wins
Anything that touches your unique data, your tone of voice, or your client trust surface. That is your moat. Do not rent it.
