Off-the-shelf or custom software: start with the actual work
The useful question is not which option has more features. It is whether your team can complete an important piece of work in that tool without rebuilding a manual process around it.
Map one workflow first
Choose a frequent task. Record who starts it, what information is entered, who handles the next step, where a decision happens and what counts as done. Mark every handoff to a spreadsheet, chat or repeated data entry.
You can then test an existing product against a real scenario instead of a feature checklist.
When an existing product may fit
If a product supports the main workflow, offers suitable access controls and data export, and its ongoing cost is manageable, it is often worth trying first.
Include configuration, training, migration and future workflow changes in the assessment, not only the subscription fee.
When custom work may be worth discussing
A tailored solution may help when a core process has important exceptions, spans several systems, or repeatedly forces the team to work outside the tool.
Custom work need not replace everything. You may keep existing tools and build only the missing part or the connection between them. Integration feasibility, data access and scope need review before a quotation.