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The Intersection 003



With endless options at our fingertips, we’re used to getting what we want, when we want it. Netflix doesn’t have the movie? No problem — switch to Max, Hulu, Amazon, or any of the dozen other streaming services.


We don’t accept limits. We treat them as a challenge. It’s human nature: scarcity triggers resourcefulness. 


Naturally, we bring that mindset into our work. And it serves us well: it fuels creativity, innovation, and problem-solving. 


But when it shows up unchecked in your platform or system design? It can get messy fast.




The Power of Constraint

Great platforms are built from patterns. 


Whether you prefer Salesforce, ServiceNow, or another platform, none became industry leaders in CRM or workflow automation by inventing their own custom business processes. They built platforms based on repeated, refined patterns from real businesses.


Are we saying they’ve covered every business workflow across every industry and function? Of course not.


But the native functionality is intentionally designed to handle the most common and proven use cases.


When the platform doesn’t meet our exact needs out of the box, the immediate reaction (at least mine) is “Can we work around this?” 


Sometimes, though, this question is a signal that your process might be bloated or trying to do too much.


Remember: customization ≠ control. Forcing the system to behave the way you want with workarounds or heavy customizations works… until it doesn’t. It can introduce:


  • Technical debt that compounds with every platform release

  • Ongoing maintenance challenges that slow future updates and enhancements

  • Locked functionality that limits your ability to scale or take advantage of new platform features




Start Simple, Stay Simple

Don’t try to outsmart the system. Does that mean you should base your business entirely on native platform functionality? Obviously not. It just means you need to be smart about how you approach it.


1. Assess 

If you’re using native platform tools, study what’s available. Map your process or requirements to the native options. What aligns? What doesn’t? 


If something doesn’t fully align, ask: 

  • Will this impact our regulatory compliance? 

  • Is it tied to a competitive advantage? 


If the answer is no, resist the reflex to go custom. Adapt your process instead.


2. Validate 

Not convinced? Test it out. Create a quick proof of concept using only native functionality. It doesn’t have to be perfect or automated — just enough to explore if it works.


Validate with your team and stakeholders: 

  • Do they flag any gaps? 

  • Do they even notice what’s “missing”?


3. Execute 

If you must customize, design and build thoughtfully. Make sure your admin, developer, or partner shares this mindset.


There are always multiple ways to build. Some developers may prefer to code exactly what you asked for - it's faster and gets a satisfied client in the short-term.


But long-term? Simple and scalable is the only way to go.



ODNOS on Experience


We got tired (yes, after only two newsletters! We know, we’re impatient.) of just typing out our thoughts. So we’re changing it up.


We’re launching ODNOS Office Hours. 


Live sessions where we can talk it out. Each session tackles a focused topic around technology, business processes, or platform strategy, keeping it grounded and useful. 


First up: Simplifying CPQ! 


Office hours will be in session on Wednesday, May 21st at 12pm EDT. 




Let’s Talk

Platform decisions aren’t always clear-cut.


If you’re stuck between “do we build it?” or “can we use what’s there?” — we’ve been there (more than once). Let’s talk it out.


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