Here's how it usually goes. You start with Salesforce because it's what everyone uses. Then you start customizing because your business doesn't work the way Salesforce assumes businesses work. Then someone's paying a consultant $300/hour to explain why the thing you need isn't technically possible without a workaround that costs more than the original implementation. Or maybe it's the Access database the ops team built in 2014 that somehow became the backbone of your entire order fulfillment process. It was "temporary." It's been eight years. There's exactly one person who understands it and they're thinking about retiring.
Off-the-shelf software is built for the average customer. If your business has gotten past a certain point, you're not average anymore. The workarounds stop working. The integrations stop holding. The tools that were supposed to save time start costing it. That's when you stop configuring and start building. That's when you call us.