My manager and I talk about this weekly. The pain points from being on the receiving end of an archaic sales/service delivery process are confusing to the customer, make it difficult to provide excellent customer service, and start the relationship with the customer on a bad footing as there is a steep learning curve. Thank you so much for being a voice of reason. While I have wild visions of super efficient magical solutions to improve operational problems to address the 'now' mentality of the newest generation, a good first step would be to stop using PDFs and Excel as the primary tools of communicating with the customer, conducting internal business, and tracking progress. Simple solutions exist to address these problems which can be coded by a novice programmer. More advanced solutions are available from our larger corporate partners - if we leverage them. The three three components I would focus on are: (1) Keep it simple - this allows replication and fosters adoption (2) Make sure it is agile - so you don't have to change it again in 3 years (3) Engage ALL employees to find out where the pain points are and use Six Sigma tools to determine low hanging fruit and high priority items - this will help gain traction as employees, managers, and directors see the improvements. Good luck on this journey! Please let me know if you need a local champion. I am very passionate about process improvements and change management.