One of the most important expectation from an IT application is to bring a change management. Most of the time, it is assumed that IT application can bring in the required change. If people are used to the application change in mindset and process will follow automatically.
Unfortunately it is like putting a cart before the horse. It never works. The first and most important is to change the way people work. Moving people from paper to computer is a gigantic task. Most of the people are scared of change so they will keep working with paper while showing off that they are working on the computer. This approach never yields result.
Many times IT applications are made to adopt the irregular processes that are spread thin across departments in various offices in various countries(no kidding). These IT application look like a weird monster trying to be a slave to all.
Change management is not easy but when done much earlier , much before than IT systems are set in can save a lot of money to the company. The change management tools should be effectively deployed to make people understand the changes. The whole change management process involves streamlining old processes and helping people accept them.
Resistance is high but so are the cost of not changing things earlier.