In today’s modern enterprise business landscape, implementing a strong formula for success is key to optimizing the customer’s overall experience when interacting with that business. It’s crucial to have accurate, consistent, and compliant communication. Furthermore, fast and efficient communications are expected from today’s “always on” customers.
The adoption and proliferation of digital communications, customers’ expectations have grown to unprecedented levels in this area of business. Unfortunately, this means these expectations of speed and efficiency are often the same regardless of the communication medium or channel with which they reach out to a business. This can cause some headaches when trying to match digital speeds for conventional, paper-based channels and documents.
Most organizations receive inbound communications via at least four channels (plus telephone) with multiple content types per channel. These channels typically differ greatly when it comes to customer response times and process efficiencies. In a recent study by Kodak Alaris and AIIM, organizations admitted to vast improvement needs based on communication and input channel:
How would you rate the speed of response from your organization when customers use the following channels? (N=260)
Adopting sound processes and gaining efficiencies through the implementation of modern technology can help your business stay at the cutting edge and meet these high customer expectations. Once all communications channels are integrated, and transactional, customer and content systems are interconnected, efficiency techniques and process improvements can be applied to enhance productivity, but more importantly to improve the overall customer experience.
Want to read more about this topic? Download the free study by Kodak Alaris and AIIM.