They have a serious case of TPE, and they can't believe that anything technical in the world could be any good unless they created it. This will usually lead to great resistance on their part and no matter what solution is decided upon, they will do their best to make it not work. Although I say this tongue in cheek, I've found an extremely short list of IT professionals who do not fall into one of these two categories. The other reason why companies often fail in their implementation of support software is that they buy the software and then develop a strategy. This is about as backwards as you can get, and it's one of the great shortfalls of the entire computer industry.
People fail to realize that hardware and software are just tools.
They are nothing more than apparatus you use to complete your task. It's like a carpenter who uses a saw and a hammer to complete his task. Although he needs these tools to get the job done, it's the blueprints and plans that really make the whole thing come together. Without these plans, the best carpenter using the best tools will have little positive effect. Your overall online support strategy is what's most important.