Implementation
Why your staff quietly stop using the new system
They rarely announce it. The data just gets thinner, and by the time you notice, there is a parallel record you did not know existed.
Nobody walks into the owner's office and says they have stopped using the system. What happens is quieter. Entries start arriving in batches instead of as they happen. Fields that used to be filled are blank. A notebook appears at the counter and nobody mentions it.
The reasons, in the order we usually find them
It is slower at the exact moment it must be fast. A counter with a queue has no tolerance for a screen that takes four taps where the old way took one. The system may be faster overall and still lose, because the cost lands at the worst moment.
It asks for something they do not have yet. A required field the person cannot fill at that point in the process forces a choice between stopping work and entering something false. They will enter something false, and then stop trusting the record.
Nobody explained why. A person who understands that their entry is what makes the reorder work will make the entry. A person who thinks it is paperwork will not.
They were never asked. The system was chosen by someone who does not do their job, configured by someone who has not watched them do it, and presented as finished.
What this looks like in the data
Not an outage. A drift: figures that are still roughly right but no longer exactly right, reports that need a caveat, an owner who has started checking things manually again without deciding to.
The fix is usually small
In our experience the specific complaint, once you get it, is almost always narrow — one screen, one required field, one missing default. It is fixable in an afternoon. The reason it goes unfixed for months is that nobody asks the person directly, in private, without the implication that they are doing something wrong.
Ask what the last three things were that made them want to reach for the notebook. Then fix those three, visibly. The willingness to keep using it recovers faster than most owners expect.