Transforming the customer journey has been at the centre of Digital Transformation and has resulted in rising customer expectations. Customers expect agile and connected communications via multi-channels when they engage with businesses. As such, if your organisation is relying on legacy manual, paper-based processes to interact with your clients, you will create frustration, impatience and overall a below par customer experience.
One of the biggest challenges delivering these seamless interactions that ultimately drive business growth is firstly identifying and understanding these complex, manual processes. These processes with high paper usage and multiple perhaps unnecessary touch points must be identified in order to understand how they can be improved, and further to bridge the gaps between systems, silos, processes and people.
The question is where do you start and how do you find the digital gaps and paper-intensive processes in your organisation? Xenith’s analytics and assessment tools will help you unlock the valuable data within your business.
In business, there is such a thing as ‘good paper’ and ‘bad paper’. The distinction between the two is what helps identify where you really need to use paper and where it can be removed from business processes.
'Good' paper is documents that have a valid reason to be in hard-copy form. Examples include:
You guessed it, 'bad' paper refers to documents that are in paper format but there is no real reason for them to be on paper. Some examples are:
It is possible for paper to be bad from one perspective and good from another. It might be that your customers prefer paper and it makes commercial sense to let them, even though it might not be in line with your digital or sustainability goals.
However, there may still be ways to minimise ‘bad’ paper, possibly by capturing customer letters electronically when they arrive and submitting them to a digital workflow for the next step of the process.
Wherever and however you can shift a task (or part of one) from a non-digital channel to a digital one, you’ll serve customers at lower cost, reduce time to revenue, and make communications more timely and responsive.
Xenith have a number of consultancy services that will enable you to detect good and bad paper, understand how documents move through your organisation, the processes that carry them and how your workers use them.
Documents are the lifeblood of every business and an incredibly rich source of insight - the more useful data you have, the more you will understand the wants of your customers, their experience with your business and how to make better, more informed decisions.
Our assessments will give you hard data on processes that you suspect or even are not aware of how inefficient they are along with the benefits of improving them. With that insight, you can look at ways to digitally transform your business processes or automate your workflows.
Xenith offer a number of consultancy services that help you understand your paper usage, find digital gaps and identify heavy paper processes currently being used in your business. Here are some of the services and solutions we use:
User analytics spots areas of opportunity within the business to find the digital gaps by illustrating when, how and where users undertake printing tasks, making it far easier to spot inefficient or unusual printing.
It also shows user behaviours and trends – Are there peaks and troughs? How do things change over time? How much waste is there? What are the costs by user/departments?
User analytics presents the data gathered in interactive dashboards, which makes data analysis much faster and more accurate.
Undertaking this analysis will reveal why users hit the print button and in which processes. It includes qualitative assessments (online surveys, phone interviews/face to face workshops) which helps us identify where processes are document intensive.
If you undertake a document analytics study you will understand not only the reasons people print but also the fate of the documents in specific processes in your organisation:
There are four main reasons why people print:
Following on from understanding why people have printed, you will then understand the fate of the document. Is it shared, disposed of or stored?
Document analytics assessments will show you the volume of pages going through the process, the number of touch points in a process and how many employees are involved in this process. The final stage is identifying how big the opportunity is to improve the process and for delivering a better customer experience.
Process analytics breaks down the steps that make up your business processes, giving you a clearer view of what happens when, and who does what, at each stage.
From there, it’s possible to identify steps that don’t add value, (to you or your customers) and are therefore expensive in terms of cost, resources, time or customer satisfaction. A Process Analytics study will clearly outline customer value add, business value add or non value add steps.
These steps will be presented to you in a simple, easy to view live dashboard form and will help you build the business case for change.
Identify three areas of change for digital transformation; this should include the process, department, importance and digital alternative.
Identify three high-level metrics you could use to assess your progress, and targets you could set for each one.