Where are you on the journey from paper documents to intelligent information and transformation? Are you still in the planning stage, wondering when you will take the trip, how much you want to spend on it etc.? Are you planning details, like where to make a reservation? Or are you already on the train or plane well on our way to our destination?
My view: The majority of the passengers (organisations) are still in the early planning stage or have not even started to plan. Even worse, they have not realised that the journey is critical for their future! Of course there is also a group of passengers who have started the journey but very few who have reached their final destination.
The customer and information challenges on your journey
The AIIM industry watch report “Case Management and Smart Process Applications” highlighted the biggest pain point for their businesses: Increased expectations for faster, more accurate responses, processing unstructured input and integration of communication and business systems.
Let’s look a bit closer.
Meeting increasing customer expectations for faster and more accurate responses the key challenge – source
Customers expect an answer quickly, and it needs to fully cover their inquiry or request.
There are two aspects that make this a daunting task. Customer expectations are changing. Where our parents were content sending a letter and receiving a response after a couple of days or even weeks, this continues to change. In the AIIM “Paper Wars 2014” study 68% of respondents noted that business-at-the-speed-of-paper will be “unacceptable in just a few years’ time”. The related driver are the changing communication channels and expected response times, requiring a much faster process, starting from document and data capture and ending in replies at the speed of today’s real-time economy.
80% of this incoming information is unstructured.
Looking at documents, with the exception of paper based or electronic forms and a category of semi-structured documents e.g. invoices, all others are unstructured. Information arriving in the newer communication channels is literally all unstructured. Unlocking the value of these documents and communication and transforming them into intelligent information is no easy task.
Only a business process fully integrated with communication channels can be automated.
Most enterprises have solutions implemented to automate some of these, however they are handled in separate, disjointed processes. For many organisations, in order to initiate a transaction or business process, staff members need to physically examine the document, manually key the information required, and route it to the right department or into the appropriate workflow.
Where are you on the journey to intelligent information – questions to ask
Ask yourself the following questions; the outcome will diagnose where you are on the journey to intelligent information:
- Are you digitising all incoming paper when it first arrives in your company, one of the key benefits of decentralised/distributed capture?
- Are documents scanned into an archive? How are employees finding and accessing documents?
- How much manual presorting and indexing is involved? What elements are made available to create business value?
- Are information channels managed in different workflows?
- Are you meeting the increasing customer expectations of your customers?
The journey to intelligent information starts today and the future of intelligent document capture with a focus on creating value and speeding up processes to meet changing customer expectations is here. Learn all about it in our white paper on the future of intelligent document capture.
» Download the intelligent document capture paper
Der Beitrag Where are you on the journey from documents to intelligent information and transformation? erschien zuerst auf KnowledgeShare by Kodak Alaris Information Management.