The most frustrating thing for a user is not having someone to go to when they have a question or concern.  Leaving users to figure out a system on their own, or handing them a stack of manuals is not the right approach.  Proper training and ongoing support will lead to a comfort level that will assure success.  Users need to know that they are not alone, that help is available, and they should know where to go and be encouraged to seek that help.  Sometimes we need to come in and assist in working with the technical support services of your software vendor.  By allowing us, your technical people, to work with their technical people, we can work together to find a solution that we can bring back and implement in a non technical way.  In other words, we can fight the technical support challenges for you.