[pm90]

The best thing you can do is to try and get your leadership to align with you on the customer pain. It sounds like you're feeling a ton of empathy for the client (good) but not your boss/leadership. One way of doing this is to get customer feedback, either by email, or by tickets. Then aggregate that into a document and show it to your org/boss/bosses boss.

If you can't convince them, please don't kill yourself over it. Remember that its just a job. Things break in business processes all the time. The best organizations have a good process to prioritize fixing such issues and ensuring that they happen less frequently. But single handedly trying to change your org is difficult if you don't have the backing of someone powerful.