Enterprise software lost the plot—it’s time to build for people (and returns) again

Enterprise tools should simplify work, not slow it down. It’s time to rethink bloated software so real people can use it.

In the race to add features, chase scale, and sell transformation, enterprise software has become bloated, expensive, and counterproductive. What should simplify work now adds complexity and cost—delivering frustration instead of freedom. Sales reps log more hours updating rigid, hard-to-navigate systems than building customer relationships. Support agents juggle half a dozen disconnected tools to resolve a single issue, slowed down by clunky interfaces and workflows that they can’t adapt without outside help. Marketers wait on analysts for reports because their platforms weren’t built with access or agility in mind. The result? A tech stack that blocks impact instead of enabling it. This doesn’t need to be the acceptable norm. If you’re wondering about whether you’re seeing the value in your software, you probably aren’t. If you’re considering an update, don’t settle for mediocrity and complexity. It’s time for a change: Move away from software that stalls progress and erodes efficiency. People need tools that deliver real impact. Complexity is the enemy Complexity doesn’t signal sophistication. It creates drag, dilutes impact, drives up costs, and leads to burnout. When systems stall your team, they stall your customer and employee experience. You don’t just lose time, you also lose trust. Simplicity isn’t a luxury. It’s essential to scale. Software should be built for how people actually work, not how some vendors imagine they might. For example:

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Note: This article was created by Freshworks, a client of Business Reporter.

These aren’t hypotheticals. They’re everyday wins when systems are built for adaptability, not lock-in. Solve for real value, design for real people Enterprise software shouldn’t be designed to dazzle in a product demo or win over stakeholders in a conference room. It should feel like something you’d actually choose to use—fast, intuitive, frictionless, and intelligent. Too often, more features are mistaken for more value. In reality, 80% go unused, adding clutter, not clarity. CRMs are a prime example: Sales teams use a few core functions, while dozens of features sit idle, adding noise and slowing outcomes. This isn’t about widgets. It’s about people. The best technology helps teams succeed by getting out of the way—whether it’s an intuitive CRM, a smart helpdesk, or AI that reduces friction. The right tools help employees engage, perform, and deliver standout experiences. When technology is intuitive, it unlocks human potential. A recent Freshworks customer report found that leveraging the right solutions reduced first response times from six hours to four minutes and cut some resolutions from 32 hours to just 32 minutes. That’s the power of tools designed with users in mind. Yet, only 23% of employees are engaged globally, according to Gallup. That’s not a motivation problem—it’s a tools problem. When teams have the right systems, culture, and leadership, they do their best work. There’s a better way. Organizations that simplify their tools and prioritize the functionality users need are seeing real results. By cutting out the unnecessary, teams gain time and focus to drive outcomes that matter: better customer relationships, creativity, and growth. Less complicated systems aren’t a compromise. They’re a competitive edge. AI that amplifies, not overwhelms, people Good AI feels invisible. It fits into workflows—or creates better ones. It handles repetitive tasks so people can focus on complex, value-driven work. Whether acting as a copilot or an agent, it helps teams work smarter and faster. It doesn’t create fear, doubt, and wonder about security and value. At Freshworks, our research shows that employees using AI gain nearly four hours a week—up to 24 full workdays annually. I recently read a BBC article about small business leaders actively choosing not to use AI. One agency founder put it powerfully: “Why would I bother to read something someone couldn’t be bothered to write?” That sentiment struck me. Not as a rejection of innovation but as a defence of authenticity and human connection. It’s a reminder that AI must never come at the cost of what makes our work meaningful. AI works best when it amplifies, not replaces, people. The best tools surface answers, prioritize what matters, and help teams ramp up faster. AI agents can handle tasks such as password resets or order status checks, allowing humans to solve complex, high-emotion issues. That’s real help, in real time. That’s why AI should reduce friction without removing humanity. It enhances workflows, amplifies capabilities, and supports human decision-making rather than replacing it. The time to rethink is now The future of work is fast, personal, and intelligent. Our systems need to keep up. It’s not about how many features fit on a roadmap. It’s whether they help people work better, faster. Too often, transformation gets buried under complexity. It doesn’t have to. Though many enterprise systems have indeed lost the plot, all hope is not lost. We have choices, so choose a better path with tools that are lighter, smarter and built for how people actually work. Think: AI that resolves tickets, CRMs that update automatically, or marketing platforms that surface insights without needing an analyst. The path forward is clear: Opt for software that adapts to people, delivers value from day one, and stays uncomplicated. The return? Your teams want to use faster decisions, stronger teams, better experiences and software. Let’s build like we understand the difference. As you evaluate your tech stack, ask yourself: Does this help teams work smarter? Can it evolve with us? Does it reduce complexity and put people at the centre? Don’t settle for anything less. Ready to raise the bar? Let’s make work less complicated: www.freshworks.com

A support agent resolving tickets faster with AI-suggested actions and personalized drafts A team lead updating workflows in minutes—without calling IT An admin configuring automations without outside consultants

Mika Yamamoto Chief Customer and Marketing Officer, Freshworks