My group did the same. Users rarely had to call to ask how to make something work... it was all covered. We usually only heard something if a bug in the code popped up.
And then there was code documentation. The engineers programming the company’s products had standards to follow, and code reviews to attend. On the lower floor of the building, the IT engineers, mostly by the time I left Indians, immune to all layoffs, even more so than the few blacks who worked there, these guys didn’t have to do chit, and didn’t, not a single word of documentation in their Java and SQL code, and their (white) management didn’t care, resisted calls for standards, disdained talk of code reviews. I was in those respects lucky, working in IT but coding for Engineering, having to document my perl code, and going through code reviews with the Engineering group which also produced software for Engineering, a weird arrangement, having to do with competing personnel budgets and other such political nonsense.