[kodama-lens]

> Certainly my utility websites (e.g. electric/gas) are a lot more functional and a lot less user hostile, because...those companies would really like it if you paid your bill on time, so at least that workflow is pretty polished.

Your utility websites are customer facing and everything that the user can't do themselves will result in a phone call or a ticket wich will directly drive up cost.

In enterprise it is the opposite. Whatever the costumer cant do themselves requires a ticket. Any ticket or fast ticket response requires support wich increases revenue.

I just had a meeting with someone from IBM last week about API Connect, they admit that their docs suck and are wrong in places. It is typical enterprise software, slow and cumbersome, just as reported by OP.

[Vilian]

>In enterprise it is the opposite. Whatever the costumer cant do themselves requires a ticket. Any ticket or fast ticket response requires support wich increases revenue.

this make so much sense, but i never thought about it