We discovered the real workflow during lunch conversations.

Official process:
Create request
Manager approval
System update
Done

Real process:
Someone messages on WhatsApp
Another person updates Excel
Manager approves verbally
System gets updated later

The company was not running on the documented workflow.

It was running on habits.

This happens a lot in BrainPack deployments. The real operating system of a company usually exists between people long before it exists inside software.