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Custom Fleet Management Software Development vs Generic Fleet Management Software Development

Many software development houses have a policy of "one size fits all." As a result, they attempt to convince their clients that it is important to change their company's business processes to fit the software package instead of customizing the software package to fit the company's business processes. Is this point of view correct? Is it essential to change your company's business processes to fit a generic software package or are there other options? Another important point to note is that management and developers at these software development houses tend to forget that a business is built around it's processes.
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