I once worked in the customer service division of a company which had, well, let me call it a hundred CSRs. We had an internal application to do everything.

They didn't exactly show me the company budget, but I'm as capable of counting engineers as the next guy. Suffice it to say we paid way more than $75k a month for the productivity gains of that custom app. (It was my first encounter with Enterprise Software (TM) and I think I went into programming in part so that no one should ever again have to suffer like us CSRs suffered...)