Off-the-shelf software may cover some of your needs, but never all of them. Besides, your company must adapt to the software, when it should be the other way around! Your company will always have its features which make it unique, and therefore a tailored system will allow your response times to improve, increasing your efficiency.
Tailored software is considered expensive, but usually the savings it brings more than compensate for the initial outlay! The development involves a deep analysis of your company, so we will know which departments or processes have more improvement opportunities.