Paul Veugen just swapped out the SaaS tool Intercom for in in-house support stack, in just a few days.
Instead of paying thousands of euros on a dedicated SaaS tool, they've connected a few different tools. Quality went up and they are in full control now.
This is NOT an edge case, it's a preview of what's coming.
Tools like Replit, Lovable, Bolt, n8n allow teams to build their own stuff for about 10% of the cost and in probably 5% of the time.
If your roadmap still assumes customers will bend to your SaaS, rethink fast. They can bend code around themselves even faster.
2 weeks ago, I talked about this in my podcast, and got some comments.
"This won't happen in my industry"
"My customer will never start building software"
etc.
sure, if you're shipping deep-tech infrastructure, enjoy a serious moat or sell to highly conservative markets, you may be right (for the short term)
for everyone else, the timer is ticking
if intercom can be replaced in a week for a way cheaper AND BETTER alternative, why wouldn't your software?
thx for sharing Paul 👏
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