[physicsguy]

Any IT transformation project like this is always hampered by people wanting customisations. Those customisations are usually to support Janet in office A who demands that she damn well isn't going to make changes to her workflow that she's done since she started in 1995.

[magicalhippo]

We went live with our largest client to date by far recently. Initially they wanted a ton of customizations and integrations. However, since we're a relatively small company punching above our weight, we pushed back hard on stuff where we felt they could follow our standard flow and integrations which hundreds of other customers use.

After we went live they thanked us for this, as it had forced them to rethink their processes, and they were pleased it had led them to much better and more optimized ways of working.

[Shorn]

Used to work for a large airline IT provider on departure-control software (check-in, boarding, etc.)

Each airline on-boarded would demand mandatory features that they couldn't do without. Keep in mind these features weren't free, they were billed market-rate development charges - though the company didn't make money off that, the core business model was usage-based billing.

More than 80% of implemented features would go completely unused.