In the United States, we often boast ourselves on uniqueness and innovation. Traditionally, that has meant customizing software to fit existing processes within our organizations whether public or private. But is that really the best way forward, to implement something new, by keeping the old? My Spidey-sense tells me the opposite is true: companies would do best for themselves, their customers, and their employees, by adapting to the new software application rather than bending the application to a near breaking point, to fit their old habits. Here’s why…
The Difference Comes Down to One Thing
Companies outside the U.S, mostly in the EU and Asia, are willing to adapt their processes during the implementation of a new tool, while U.S. companies insist on extensive customization of the application to stick with legacy operational methods.
The U.S. Approach vs. Europe and Asia
Traditionally, U.S. companies have leaned toward customization. We like to preserve our unique workflows and company culture. In contrast, many European and Asian companies take the opposite approach: they adapt their processes to fit the software’s best practices. This often results in faster implementations and greater alignment with global standards.
Why the difference? Cultural attitudes toward change play a big role. In the U.S., we often see process change as disruptive. In Europe and Asia, companies tend to view software as a source of proven best practices worth adopting. Regulatory environments and historical adoption patterns also influence these choices.
Observances and Reasons
1. Instant Familiarity for New Hires
When you adapt your company to the application, you tap into a huge advantage: familiarity. Popular enterprise applications are widely used across industries. That means anyone who has worked with the software before can step right into your organization and be productive from day one. There is no need for specially formulated and crafted training programs or lengthy onboarding sessions. Instead of reinventing the wheel, organization can leverage a system that professionals already know through familiarity.
2. Less Costly Implementation
Customizing software to match your existing processes sounds appealing, but it comes at a high price. Development cycles drag on, consultants rack up hours, and costs spiral. By adapting your company to the application, implementation becomes shorter and far less expensive. You avoid the complexity of custom code and the headaches of endless manipulation of system workflows within the application. The result? A quicker path to value and a healthier bottom line.
2. Hours and Time Saved
Modifying applications to fit your current activities seems attractive, but it comes at a price in terms of time spent. During implementation, development cycles drag on, consultants rack up billable hours, and projects often take months or even years longer than expected or hoped. By adapting your company to the application, implementation becomes significantly shorter in duration. You avoid the delays that come with endless design discussions, software coding, and testing cycles. The result is a quicker path to value and faster ROI.
3. Custom Code and Endless Configuration Changes
Customization to nearly everything introduces complexities that were not native. Every tweak requires custom code, specialized configurations, and modified testing cycles. These changes make your new system harder to manage and more expensive to support. By sticking with the standard application, you avoid these headaches entirely. No custom scripts, no fragile integrations, and no risk of breaking your system during upgrades.
4. Seamless Upgrades and Updates
One of the biggest pain points for companies that heavily customize their software is upgrades. Every new version requires testing, reviews, and sometimes rework to ensure compatibility with custom features. When you stick to the standard application, updates can be applied immediately and on the same cadence they are released. No delays, no extra costs, and no risk of breaking your system makes it smooth. You stay current with the latest features and security patches without the drama.
Impact on Digital Transformation
Digital transformation is not just about technology; they are about agility. Companies that adapt to the application position themselves for scalability and innovation. They avoid the technical debt that comes with heavy customization and stay ready for future upgrades. In a world where speed and flexibility matter more than ever, this approach is a competitive advantage.
Traversing Transformation
From an employee’s perspective, organizational changes and software shifts bring both opportunities and challenges. Employees value transparency on how these changes affect their position within the company, career advancement, and work-life balance. For instance, when companies implement new platforms like Microsoft 365, employees want to understand their influence over timelines and feature selections, as well as flexibility in remote work arrangements. Clear communication about opportunities and prospects foster trust and commitment.
A critical aspect that employees seek is training and knowledge bases showing proactive measures put in place by the organization to boost their experience. Finally, employees seek development opportunities. Continuous learning, accreditation, and career paths with clearly outlined growth are essential for motivation.
Real World Examples
Nestlé – Global SAP Rollout
Nestlé faced major challenges integrating operations across multiple regions. Instead of customizing SAP to fit every local process, the company standardized its workflows to align with SAP’s best practices. This decision enabled Nestlé to consolidate accounting structures and improve supply chain visibility globally.
Cost: Nestlé invested approximately $200 million in its ERP implementation, which included licensing, consulting, and change management. While this was a significant investment, avoiding heavy customization reduced long-term maintenance costs and made future upgrades easier. [erpfocus.com]
Starbucks – Oracle ERP Cloud
Starbucks implemented Oracle ERP Cloud to automate back-office processes and improve operational efficiency. Rather than tailoring the system to its legacy workflows, Starbucks adapted its processes to Oracle’s standard modules. This approach streamlined financial operations and improved reporting accuracy.
Cost: The implementation cost was estimated at $50–$75 million, including migration and training. By minimizing customization, Starbucks achieved faster deployment and reduced upgrade complexity. [www.walterassociates.co.uk]
Cadbury – SAP ERP for Supply Chain
Cadbury, owned by Mondelēz International, adopted SAP ERP to manage rapid growth and supply chain complexity. Instead of customizing SAP to replicate old warehouse and distribution processes, Cadbury revamped its operations to fit SAP’s integrated model. This resulted in better production efficiency and lower operating costs.
Cost: While exact figures for Cadbury alone are not disclosed, similar SAP implementations for large manufacturers typically range from $50–$100 million for global rollouts. The savings came from reduced operational inefficiencies and avoiding costly custom development. [erpfocus.com]
A Personal Aside
From 2013 through 2017, I worked at SaaSplaza (now Intwo), where we deployed, hosted, and migrated Microsoft ERP solutions like Great Plains, Axapta, Navision, and Solomon to both private and public clouds for customers in the Amer, Asia, and the Emea. What stood out to me was how much quicker projects went live outside Amer. Sign-off for environments and features was faster, and the overall cost per implementation was lower when outside the Amer. In the U.S., implementations were more expensive and far more complex to migrate, update, and upgrade.
Conclusion
Adapting your company to the software application is not about giving up your identity. It’s about embracing efficiency, reducing costs, and staying ahead of the curve. Familiarity for new hires, faster implementation, and seamless upgrades make this strategy the smart choice. The question is not whether you can customize, but whether you should.