> has an integration with SAP

There is your problem right there. A family member worked for a large German company which used in-house developed software for exchanging and preparing lab reports for customers. The software worked well since the 90ies, was perfectly tailored to the company, and the people writing it were in the same building and could ship bug fixes within hours. Everyone was happy. Around 2015, someone in management had the idea to move the entire process to a customized off-the-shelf SAP product because of <buzzwords>. The software engineers were in effect degraded to administrators. The new system missed so many edge cases of the lab process that they had to fall back to pen, paper and phone. Customer complaints and employee turnover started to skyrocket immediately afterwards.