Document digitization is often valued for its back-office benefits. Digitization – also called digitization – provides security for confidential data that paper documents cannot offer. It provides simultaneous access to in-house and remote workers. It saves an exceptional amount of storage space, creating long term cost savings (scan it once, reduce storage space for years).
But the benefits aren’t confined to internal operations. Customer-facing activities can benefit too, particularly if your business’s brand is oriented toward customer success. Like other brand-supportive activities, customer success is proactive. It builds relationships with customers rather than merely reacting to customers’ questions or problems. Planning for customer success includes setting up ways to deliver quick responses to customers’ information requests.
Response time is important to customers. Slow service is a common reason for customers to leave a poor review or abandon a vendor relationship. In a highly-competitive environment, the organization that provides speedy responses is likely to win the business.
One example: A recent McKinsey study showed that insurance companies that provided best-in-class customer service enjoyed new-business growth two to four times greater than their peers. Fast service is part of the positive customer experience.
A database of digitized documents delivers customer service with electronic speed.
Let’s say a customer needs a copy of a damage appraisal from their insurance company. How much time does it takes for a staffer to leave their desk, find the right filing cabinet, locate the customer’s records, make a copy of the original document, and deliver the copy to the customer? Compare that to the speed of an online customer portal locating a digitized version of the document and delivering it immediately, as a digital document. The latter is a winner every time. And that’s just one example of the many ways document conversion improves the customer experience.
Without a doubt, digitization allows an organization’s internal teams to operate more productively, and use space more efficiently, with a resulting financial benefit. Even more, digitization helps businesses serve their customers better, and that too is worth money. Convert your documents, convert more customers, and watch profits grow.
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