Paperless is becoming the new norm. Businesses are realizing the vast benefits of electronically stored files with document management. Efficiency and productivity in the workplace have boosted. Paperless offices have an environmentally-friendly, simple and spacious feel. Less clutter and more money are making businesses smile. So many changes happening at the internal heart of the companies, but do the customers even notice the difference? Are they getting the good end of the deal? Statistics say YES. They may not directly know the reason for it, but you can count on the fact that they have noticed the better results.
How customer service is enhanced
Without document management, employees spend between 12% and 40% of their time looking for information. That is time the customer has to wait in the lobby, be put on a frustrating phone hold or continually check the email for responses.
With document management, there is less paper-based bottlenecks. Employees can quickly search for the info and deliver it hassle-free in record time. Research tells us that customers receive responses on an average of 6 times faster.
What does the future hold? Are there negative aspects?
With businesses rapidly going towards a paperless workflow, there are even more convenient habits yet to hit the mainstream. Paperless receipts, for example, are estimated to be widely offered in the next few years. Are there any disadvantages to this? E-receipts are great for advertising purposes, and that’s not always good news for the customer. Hackers and junk mail are a danger with e-receipts. Overall, if the customer stays aware of the possible negative aspects, the good outweighs the bad when it comes to going paperless.
Does your business involve document management? Improve your customer service and contact us to get set up.
