I think you're absolutely right. One error some organizations make is trying to buy a COTS product they assume will be simpler and more robust (and have its bugs fixed "for free" by the developer of the product) over hiring a part-time or full-time staffer to maintain and improve their existing non-COTS workflow (including owning all the bugs).

Sometimes (I have no global numbers to even guess at how often), they end up discovering that the COTS product requires expert-level configuration and administration anyway and now they're footing the bill for someone else's licensed solution and a staffer to understand it and make it work.