So, what about making things work isn't support, at least in the context of making things work for a company whose primary mission isn't itself doing IT work for the rest of the world?
What we're really talking about here is training. I'll bet all that equivilent stuff of what they want is installed on the computers, but that's easy. Even putting icons on the desktop and telling the users which icon corresponds to what use they want. However, actual training in how to use those programs beyond open, save, close, is usually batted around from department to department as it requires trainers with specialized knowledge, lots of time to hand hold users, and usually at odd hours as the users still have work to do. Where I work, IT installs the programs, but training for common programs is pushed back to the department and they can use their budgets for trainers. IT installs Excel but they're not going to train the users how to create their spread sheets with functions and and macros. Training for in house programs usually goes to special people who only deal with those programs, or more often than not, is just undocumented knowledge taught from old workers to new ones as they are hired. For a new deployment like this, I wouldn't be surprised if someproject manager wasn't put in charge of training and either they dropped the ball, or more likely, the users just flat out don't want to learn anything outside of what they already know.