What is the process? Map it. Understand it fully. Contemplate future changes. Look at it from the Customers perspective and the Employees perspective. Map it fully. Map boldly, map generously, revise, distill and refine - go OTT (over the top)!
Then you are ready to pick the right and relevant technology to support the process and its nuances.
Configure the technology picked - ensure it is in unison with your single source of the truth.
Train on this process in a classroom, within a video, via a podcast and via a printed flow chart. Produce training in each of these formats - hit everyone's learning style at once.
Review and constantly evolve the process map - translate tweaks into technology choices, configuration and training that matters to the success of your customers and your employees.