A survey from research firm IDC of 1,516 business process owners and IT workers has found that 83% of respondents believed optimising customer-facing document-driven business processes would increase their revenues by an average of 10%. These revenue increases would be achieved by improving customer communications, streamlining the sales process, and improving customer support.
The report also found that customers may flee to competitors if confronted by inefficient customer-facing document processes. Over two-thirds (69%) of respondents said they would be less likely to do business with companies having inefficient or ineffective document processes. Some 60% said they would take their business elsewhere, and 57% said they would tell others not do to business with these companies.
"The last thing any Irish business needs right now is to have customers defect because of ineffective or slow document processes. The days of waiting a long time to receive important customer documentation should no longer be acceptable as we have moved into the digital era," said Matthew McCann, director, Ricoh Ireland (pictured) in response to the survey.
"Overall, the results of the survey are great news for executives who are struggling to prioritise business process improvements. No longer do they have to wonder if tackling document processes will yield a big enough return to justify the investment. Especially in this economic climate, any process that can both reduce costs and improve revenue is a win-win and should rise to the top of the priority list."
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