The verdict in three sentences
For a facility services provider running 120 office buildings in New York, custom facility management software costs 57,500 to 138,000 USD in 2026 (50,000 to 120,000 EUR), with work orders, contracts and SLAs per client, a client portal and KPIs. Off-the-shelf CAFM billed at 46 to 104 USD per user per month starts faster, but beyond 80 to 100 users custom software often becomes cheaper over 5 years. The choice comes down to three criteria: user count, diversity of client contracts and the need for a branded portal.
What facility services software must cover
A service provider does not manage its own real estate: it delivers different contracts for dozens of clients, each with its own SLAs, penalties and reporting format. That is the main limit of CAFM tools designed for a single owner-occupier. The software must link every work order to the right contract, the right contractual deadline and the right billing line.
| Module | Scope | 2026 range (USD) |
|---|---|---|
| Scoping | Contract mapping, work order types, register of 120 sites | 4,600 - 9,200 |
| Requests and dispatch | Intake, prioritisation, assignment by zone and skill | 13,800 - 28,750 |
| Technician app | Offline mode, photos, signature, parts used | 11,500 - 28,750 |
| Contracts and SLAs per client | Response and resolution times, penalties, schedules | 9,200 - 23,000 |
| Client portal | Requests, real-time tracking, documents, quote approval | 8,050 - 19,550 |
| KPIs and reporting | Dashboards per client, automatic monthly reports | 5,750 - 13,800 |
| Integrations | ERP and billing, building management system, directory | 4,600 - 14,950 |
| Total | 57,500 - 138,000 |
Add 1,725 to 4,025 USD per month for hosting, monitoring, corrective maintenance and small enhancements. Occupant and technician data is personal data: a processing record and retention rules for photos and location data should be defined at scoping, in line with New York SHIELD Act security requirements.
Custom or CAFM: the five-year comparison
The calculation assumes 120 users: 80 technicians, 15 supervisors and 25 client-side contacts.
| Criterion | Off-the-shelf CAFM | Custom software |
|---|---|---|
| Upfront cost | 5,750 - 23,000 USD of configuration | 57,500 - 138,000 USD |
| Recurring cost | 46 - 104 USD per user per month | 1,725 - 4,025 USD per month, no licences |
| 5-year cost (120 users) | 331,200 - 748,800 USD excluding configuration | 161,000 - 379,500 USD |
| Time to go live | 6 to 12 weeks | 5 to 8 months |
| Different SLAs per client | Possible but rigid | Free rules per contract |
| Branded client portal | Paid option, limited branding | Included, in your colours |
| Monthly client reports | Standard templates | Format required by each client |
| Data portability | Depends on vendor contract | Full |
CAFM remains relevant under 50 users or to test an operating model before investing. Beyond that, per-user licensing weighs heavily, especially as client accounts are sometimes billed as full users.
Operational gains, whichever tool you choose
Compared with running operations on spreadsheets and email, either tool improves the same indicators. The values below are 2026 estimates observed at multi-site providers.
| Indicator | Spreadsheets and email | With software |
|---|---|---|
| SLAs met | 80 to 85% | 94 to 97% |
| Annual contractual penalties | 46,000 to 57,500 USD | 11,500 to 23,000 USD |
| Monthly reporting time per client | 4 to 6 hours | under 30 minutes |
| First-time fix rate | 65% | 78 to 82% |
| Time to invoice works | 30 to 45 days | 5 to 10 days |
| Lost or duplicate requests | 5 to 8% | under 1% |
Mini case study
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Michael, COO of a facility services company in New York, has 95 internal users across 120 buildings. The CAFM he evaluated costs 69 USD per user per month, so 95 x 69 x 12 = 78,660 USD a year. Custom software is priced at 109,250 USD, plus 2,875 USD per month, so 34,500 USD a year. The annual gap of 44,160 USD pays back the investment in 109,250 / 44,160 = about 2.5 years. In both cases, cutting penalties from 51,750 to 17,250 USD a year is reason enough to leave spreadsheets behind.
FAQ
How long does roll-out across 120 buildings take?
Allow 5 to 8 months for custom software, including a 4 to 6 week pilot on 10 to 15 sites. Migrating the asset register, often 15,000 to 30,000 lines, is the longest workstream.
Does the technician app work in basements?
Yes, it works offline and syncs as soon as the network returns. That is essential in plant rooms and garages, where 30 to 40% of jobs take place.
Can you connect the building management system?
Yes, BMS alarms can create work orders automatically. Expect 3,450 to 9,200 USD per protocol or equipment type to connect.
Can clients approve works quotes online?
Yes, the client portal allows one-click approval with a full audit trail. Average approval time usually drops from 10 days to 2 or 3 days.
How do you secure data portability with a CAFM vendor?
Require by contract a complete, documented data export at no cost within 30 days. Without that clause, a future migration can cost 17,250 to 46,000 USD.
Let's scope your project. Share your number of sites, users and client contracts, and we will compare custom software and CAFM over 5 years with a roll-out plan. Detailed quote within 48 h. WhatsApp +221 77 596 93 33.
Mohamed Bah
Fondateur, Kolonell
Passionate about digital and entrepreneurship in Africa, Mohamed has been helping Sénégalese businesses with their digital transformation since 2020. Founder of Kolonell, he believes every SME deserves a professional and accessible online présence.
