Expectation management is key – if the system or process is not performing as expected, there are two divergent causes. Either the system is not performing correctly, or the user expectation is incorrect.
The former needs the system to change.
The latter is a question of education, training, and potentially respecification and then system change, if the user expectation matches the business expectation. In any large system there are often subsets of users with differing requirements, priorities and agendas.
Someone, somewhere has to balance these differences and try to achieve consensus and compromise.
Someone has to tell the users.