POS resellers often find themselves in a tricky spot when a restaurant client requests a custom integration. While it may seem like an opportunity to strengthen your relationship and add value, custom development can quickly become a costly, time-consuming headache if not approached strategically. Before jumping in, it's crucial to evaluate whether the request makes business sense, how to estimate its real cost, and what alternatives exist to meet the client’s needs without breaking the bank.
Not every custom integration request is worth pursuing. Some are critical for the client's operations, while others are simply "nice-to-have" features that could be handled in a more cost-effective way. Here’s how to determine whether to proceed or decline:
When to Say Yes
✅ If It Benefits More Than One Client
– If multiple restaurant clients are asking for the same feature, it might be worth building.
– A high-demand integration can become a selling point for your POS.
✅ If It Improves Your Product’s Competitive Edge
– Will the integration make your POS more attractive to future customers?
– If the market is shifting toward a specific platform (e.g., a growing online ordering system), the investment might be strategic.
✅ If the Client Is Willing to Pay for Development and Ongoing Support
– Custom integrations often require long-term maintenance. If the client is willing to cover both the upfront costs and continued support, it’s a better financial decision.
When to Say No
❌ If It’s a One-Off Request
– A single restaurant asking for a highly specific integration may not justify the development cost.
– Custom integrations for one client rarely scale well and can drain resources.
❌ If It Adds Unnecessary Complexity to Your POS
– Overloading your system with unique, client-specific features can make future updates difficult.
– Too many exceptions in your system can lead to instability.
❌ If It Requires Ongoing Support You Can’t Provide
– Custom code needs long-term updates. If your team isn’t equipped to maintain it, the integration will cause problems down the line.
If you decide to move forward, you’ll need to set clear expectations with your client. Many resellers underestimate the costs and complexity of custom development, leading to scope creep, budget overruns, and missed deadlines. Here’s how to avoid that:
Step 1: Break Down the Workload
API Access & Documentation Review (1-2 weeks)
– Does the third-party system have a well-documented API?
– Are there any technical limitations that could slow down development?
Development Time (4-8 weeks)
– Writing the integration code.
– Testing for real-world use cases.
– Handling unexpected edge cases (e.g., data mismatches).
Client Testing & Adjustments (2-4 weeks)
– Restaurants will need time to test the integration.
– Any requested changes will add to the timeline.
Deployment & Maintenance (Ongoing)
– Initial setup might take a week or two.
– Maintenance must be factored in for API updates and bug fixes.
Total Estimated Timeline: 2-4 months, depending on complexity.
Step 2: Calculate True Costs
- Developer hourly rate (in-house or outsourced).
- Time spent on project management and troubleshooting.
- Ongoing maintenance costs (API updates, security patches, etc.).
- Opportunity cost (what else could your team be working on?).
Pro Tip: Always add a 20-30% buffer to your estimated timeline and budget – unexpected challenges will arise.
Alternative Solutions to Custom Development
Many restaurant-specific integration requests can be solved without full custom development. Here are some cost-effective alternatives:
1. Leveraging Existing Middleware Solutions
Example: Using Chowly to Sync POS with Third-Party Delivery Apps
The Problem:
A mid-sized restaurant chain using Toast POS wanted a seamless way to sync online orders from Uber Eats, DoorDash, and Grubhub into their POS system. They initially requested a custom integration.
The Solution:
Instead of developing a direct API integration for each platform, the restaurant adopted Chowly, a middleware solution that already connects with major delivery services.
Why This Worked:
No development costs – Chowly already had pre-built connections.
Faster deployment – the integration was live in days, not months.
Scalability – when the restaurant expanded to new locations, adding more platforms was easy.
Alternative Middleware Options:
Cuboh and KitchenHub.
2. Using Webhooks Instead of Full API Integration
Example: Setting Up Webhooks for Real-Time Order Updates
The Problem:
A small pizzeria using Square POS wanted Uber Eats orders to update in real-time inside their POS system, but they didn’t want to pay for a full integration.
The Solution:
Instead of syncing every detail through a complex API, they set up a simple webhook system that sent order details from Uber Eats to their POS. The webhook triggered an automated process that logged the order into the POS in near real-time.
Why This Worked:
✅ Lower development effort—no need to build a two-way integration.
✅ Instant notifications—staff still got real-time updates.
✅ Reduced manual entry—no need to re-enter Uber Eats orders.
Alternative Webhook Solutions:
Zapier, Make (formerly Integromat), Tray.io
3. Offering a Manual (but Automated) Workaround
Example: Using Scheduled CSV Exports for Inventory Sync
The Problem:
A multi-location sushi chain using Lightspeed POS wanted their POS system to sync inventory with their accounting software (QuickBooks). Custom development was too expensive.
The Solution:
Instead of real-time API integration, the restaurant used scheduled CSV exports that automatically uploaded to QuickBooks every night.
Why This Worked:
✅ No API work needed—data was formatted in a readable CSV file.
✅ Affordable solution—setup only required basic automation.
✅ Sufficient for operations—since inventory updates weren’t needed instantly, a daily update was good enough.
Alternative CSV-Based Solutions:
Lightspeed’s native CSV export, QuickBooks Online import tools – Can automate CSV imports, Google Sheets + Zapier – Automates data transfers without an API.
4. Partnering With a Third-Party Developer
Example: Hiring an Integration Specialist Instead of Building In-House
The Problem:
A fine-dining group wanted Resy (a reservation system) to sync with Toast POS, but Toast didn’t offer a native integration. Their internal team lacked the expertise to build it.
The Solution:
Instead of developing the integration themselves, they worked with a third-party restaurant tech consultant who had prior experience integrating Resy with POS systems. The consultant built a lightweight middleware tool to sync reservations with table management in Toast.
Why This Worked:
✅ Lower risk—an experienced developer handled the complex parts.
✅ Faster execution—the consultant had pre-existing API knowledge.
✅ Long-term maintenance support—ongoing updates were handled externally.
Where to Find POS Integration Experts:
Upwork & Fiverr – Many developers specialize in restaurant tech.
POS-specific developer marketplaces – Some POS providers offer an API marketplace.
Independent POS consultants – Experts who focus on restaurant tech stacks.
When a restaurant client requests a custom integration, the best response isn’t always "Yes" or "No" – it’s "Let’s find the best way to solve this."
Custom development can be a costly and time-consuming commitment that often leads to ongoing maintenance headaches. That’s why POS resellers need to evaluate requests carefully, considering whether the integration provides long-term value, scales across multiple clients, and justifies the investment in development.
The good news? Many integration challenges can be solved without custom coding. By leveraging middleware solutions like Chowly, Otter, or Deliverect, setting up webhooks, automating CSV exports, or working with third-party developers, resellers can provide effective solutions without overextending resources.
The key takeaway: Always look for the most efficient, scalable, and cost-effective approach before committing to a custom build. Restaurants need solutions that work—not expensive tech projects that drag on for months. By choosing smart alternatives, you can keep both your clients and your business running smoothly.
