In my experience, what demotivate them is that a lot of the features in the marketing materials for these types of products are lies and they are filled with bugs. The executive who chose the product typically don't use it so they think it's a great tool. When you report major problems or workflows that makes no sense, they brush it off like it's just small details that need to be ironed out in the future because aren't the ones dealing directly with them on a daily basis.

The exec get sold on an AI feature and it's the intern who is then forced to deal with a search bar that take 2 minutes instead of 0.5s to search and gives you vastly inferior results.

It's been one year of this BS and it's clear no one cares or listens to our complains, so we just pretend to work and execs are angry because of KPIs, clients complain, etc.

But seriously, we can't do it anymore. Their idea is that with this new software everything will be taken care automatically and so they won't have to educate employees anymore and technical knowledge will no longer be needed, and we'll become you regular brainless contact center but magically better because we have such good software!

I hope I can get out soon.

By the way, edge cases, if if they work in a legacy system, are a thing to get rid of during a SAP / ERP implementation. Most people see ERP systems as IT projects and fail. ERP projects are at least as much business reengineering projects as they are IT projects.

Second part is actually correct - you have to change your way into how SAP works, its just a typical crappy legacy rigid mammoth software that requires overpriced army of devs/analysts, not much more. If it would be marketed that way, they would go bankrupt very quickly because no company willingly wants to do that, and certainly not at that cost.

But anytime some c-suite manager picks up SAP, you can be sure there were some nice meetings done in ultra luxurious places and more often than not some bribes went that way, in one form or another. This is the way, if your system sucks so much it destroys companies

The drive to ERP is understandable. The issue is that homegrown solutions suck too - most businesses aren't IT companies and can't properly maintain a custom solutions. Using a third party makes sense, and allows you to hire outside devs with experience. SAP is however usually not the best solution...

Anyone who's ever worked with ERP software knows the entire system pushes you to do the reverse - adapt the business to the ERP. Going against that flow is possible, but expensive. This is especially the case with SAP which was always even more difficult and expensive to customize.

Unfortunately I don't think this is realistic scenario because when you start a company you probably don't have time/money or need for SAP or anything like that.