At the 60 person smb (travel industry) I work we've taken web development in house for the first time, created new user experiences that sat on our roadmap for years, created custom AI solutions on top of our Fresh desk tooling, and (predictably) created a number of internal productivity tools.
The actual bottom line result is very fuzzy. Cost are shifting, by spending less on agencies but in return opening up new positions or shuffling people internally.
We don't see a clear increase in revenue, nor can we accurately tie retaining revenue to our AI initiatives.
Workplace satisfaction scores remain similar, with a few outliers (e.g. some people's work got incredibly exciting, while a few others are terrified by all the change).
Time will tell if this all leads to anything meaningful for the business.
i used to be in charge of these sorts of decisions for my team. the thing most people don't think about when it comes to rolling your own software is the upkeep. in other words, you don't _just_ pay for the software. you pay for someone to keep it running so you don't have to wake up at 2am to deal with angry customers.
The actual bottom line result is very fuzzy. Cost are shifting, by spending less on agencies but in return opening up new positions or shuffling people internally.
We don't see a clear increase in revenue, nor can we accurately tie retaining revenue to our AI initiatives.
Workplace satisfaction scores remain similar, with a few outliers (e.g. some people's work got incredibly exciting, while a few others are terrified by all the change).
Time will tell if this all leads to anything meaningful for the business.