A website is only one part of the customer journey. The bigger opportunity is connecting what happens before and after an enquiry.
The useful question is not which tool is most popular. It is where customers wait, where teams repeat work, where information becomes unreliable, and what the business needs to do better.
Start with one focused workflow that has a measurable result. Involve the people who use it, make the change easy to understand, and use that first improvement to create evidence quickly.
Document the process, measure the result, and keep the solution maintainable. The strongest digital systems become easier to improve as the business learns and grows.