You would probably be horrified to find out that doctors diagnose most common illnesses by looking symptoms up in their med school textbooks. The more tech-savvy doctors now use WebMD.

Or by how most family lawyers do 90% of their work by entering names, etc. into a Word template that was written years ago. Getting my will written was an eye-opening experience: I told my lawyer who I wanted my property going to, who I want it going to if my first choice predeceased me, and who I didn't want my property going to, and he just typed a bunch of names into his template, hit "print", and called a couple of witnesses and a notary into the room so we could all sign it. My living will was even simpler: I told him I wanted one, so he just typed my name into his template and had it printed and signed just like my regular will.

From the customer's perspective, what matters is that their problem gets solved, not how it gets solved.