Companies that depend on document-based communications are struggling to keep up with the demands of customers and regulators. Customers have a heightened expectation of superior customer service, on and offline. They expect their service providers to be in touch with technical capabilities that will provide better, customized customer experiences and faster issue resolution.
According to a 2012 CEB survey, many businesses believe their end-to-end process management does not meet their expectations of today’s workflow. The chart below confirms that most companies are falling short of utilizing a fully-integrated and mature CCM process; Document Outsourcing and Defining Documentation/ Compliance Protocol being the weakest links.