Hot take- less tools, more training.
If ops aren't under control, adding a new or shifting to a different tool isn't gonna fix the chaos. It's gonna get worse, especially if it's customer-facing.
Writing up SOPs, updating documentation, getting team members better trained, and consolidating from three tools to one is a lot less sexy but a lot more effective.
I primarily work with small marketing agencies and they loooooove their tools, to a fault. Improving communication is consistently the best ops de-chaos-ification decision they can make, so I wrote a guide on how to do that: https://go.learntoscale.us/better-agency-communication