Welcome to the first issue of Digital Dialogue. Our aim is to help organisations cut through the clutter of content on digital transformation – and to offer advice on how to achieve quick, measurable, high impact wins.
Predictably, the start of a new year is the time for speculation as to what the top digital transformation trends are likely to be for the coming year.
Big Information is Ignored – Again
Data analytics, AI and machine learning – these are just some of the issues being mentioned. But the commentary is all about data.
To our mind, the sleeper topic is Big Information.
In almost every organisation, locating content is problematic, with staff spending 16% of their day just searching for documents. (McKinsey, 2018). Unfortunately, the problem is getting worse, not better, with 3 trillion new documents produced each year (Adobe, 2017). Big Information is a topic we can no longer overlook.
A recent Benchmark Survey on customer experience identified three key metrics which point to the importance of timely information:
|69%||Consumers say a disconnected customer experience would make them consider changing service providers.|
|93%||Business Leaders say a digital end-to-end customer experience is critical to their company’s success|
|71%||Business Leaders say a digital end-to-end customer experience is critical to their company’s success|
Analogue documents are causing friction
Customers and internal stakeholders are still encountering friction in their consumption of information. And where is that friction? In analogue documents.
These are documents that are attached to web or intranet pages in their native Word and PDF formats. Typical documents include product disclosure statements, terms and conditions and insurance contracts, or the policies and procedures stored in an intranet.
Downloads, endless scrolling, wrong versions and clunky search are just some of the friction points.
Digital documents – the last frontier
Over the past decade, digital has disrupted many industries:
- With movies we’ve replaced DVDs with streaming services
- CDs have been replaced by Spotify
- We read books on Kindles
Why Digital Documents?
Analogue (Word or PDF) documents are simply those that are attached to webpages. They need to be downloaded in their entirety and don’t render well on mobiles.
In contrast, Digital documents are those that have been transformed into webpages, each with its own URL. Every page is accessible without being downloaded, can be translated instantly into any language and is optimised for mobile. Videos, maps and images can be added effortlessly.
With 1WordFlow technology, a 100-page analogue document can be transformed into 100 digital webpages in minutes.
Your 2020 Quick Win
Digital documents are a quick win.
- Customer satisfaction – Many firms are deluding themselves that a digital front end is enough. Customers want information online, on mobile and on demand.
- Cost savings – Applying McKinsey’s figures to an avg. salary of $80,000, a firm of 100 people could save $1.25 million/year (15% of total salary costs) just in time spent searching for documents.
- Competitive advantage – While competitors struggle with analogue friction and frustration, digital documents deliver information quickly, accurately, cost effectively, and at scale.
Digital documents should be at the top of every organisation’s list of digital priorities for 2020.
Determine which documents are causing this most friction for your organisation. Are they customer documents or internally focussed?
Target this suite for conversion to digital format. A digital document pilot can be completed in a matter of weeks.
To find out more, email us at firstname.lastname@example.org today.