Your AMS is a tool, and a tool is only as good as the person using it. And if the tool isn't being used at all, then the tool is useless, by definition.

This is why everything you do related to the AMS has to answer this question: how will this improve user adoption?

Whether it's a new query or report, redesigning user screens, and yes, even the development of new business processes, all of this should be focused on getting the user to use the system more, and more effectively.

And keep in mind, your "users" are both your staff and your customers. So any changes you make, any decisions you make, anything new you develop has to take into consideration the impact on both staff and customer.

A wise customer of mine said "If you work around the system, the system can’t work for you." User adoption is about users using the system, not working around it.

So the next time you're making any changes related to the AMS, ask yourself: "Will this change improve user adoption?" If the answer isn't an unambiguous "Yes!" think twice before making the change.