A friend of mine (let's call her Holly) works in marketing and would often tell me how challenging it is to process requests for new marketing materials from both her company departments and external clients. Holly’s team accepts new requests via phone calls and e-mails, which is the method they've always used.
However, just because a process has been adopted, doesn't mean it's the best one. Sometimes the requests wouldn't be stated clearly, resulting in follow up phone calls and emails. Sometimes the requests would be incomplete, requiring clarification. Sometimes another member of her team would input the data incorrectly into the spreadsheets and would cause quite the confusion and chaos.