It’s hard to parse the complaints in these transitions. Sometimes there has to be a change in process, sure, or even some genuine incompatibility. But a huge percent is social.
About 25 years ago Palo Alto bought a new email system. Exchange, a huge dual-processor HP system, about 100K in today’s dollars. I went to a council meeting to ask and was directed to the decision maker. He said the big cost would be training: outlook/exchange’s icons looked like the familiar Word/excel ones so few people felt they’d need training, while the Netscape buttons were larger and looked different and everybody felt they’d need a training course.
I ought this would go away as those afraid of computers aged out, especially since the arrival of smart phones with their different iconography. But it seems not.