October 8, 2014

Trends in Customer Communications: 34% of Organizations Cite an ‘Ad Hoc’ System for Archiving

Recently CrawfordTech, in partnership with AIIM the global community for information professionals, conducted a market survey into customer communications archiving practices. The survey had 226 respondents from North America and Western Europe from a range of sectors including government, banking, insurance, telco/media/utilities and healthcare. Essentially the survey provides an insight into the trends affecting customer communication archiving.

When asked to describe their outbound archive system, 34% described their archive system as ad hoc. While “ad hoc” could represent a mix of shared drives and designated systems, it is interesting that more than 21% indicate archive systems as part of a records management system with 18% indicating it is part of an ECM system.

Whilst many of CrawfordTech’s customers in the banking, insurance telco/media/utilities and healthcare sectors are compelled to govern their customer communications, many other industries are not. It is fair to say many organizations are just now realizing the importance of true governance over their information assets, and the need to migrate from the digital landfills created across shared drives to dedicated systems.


Finally AIIM’s reports that “the outbound archive would be the last to be dealt with as 14% of 100-500 employee organizations still rely on paper files.” At CrawfordTech we’ve been asking ourselves why small and medium sized enterprises struggle with archival of outbound correspondence and we realised that the fact is that most correspondence archives are designed for large enterprises and tend to be costly to implement and maintain. At CrawfordTech we want to change this and make customer correspondence archives a readily accessible service for any size of company.

AIIM’s report is a great place to look at the trends associated with customer correspondence archiving and can be downloaded here.

And look out for our next blog in the “Trends in Customer Communications Archiving” series.

If you haven't read the previous blogs in this series I invite you to read them here:

Introducing All-New Archiving Trends in Customer Communications - CrawfordTech and AIIM Announce the Results of Survey into Trends in Customer Communications Archiving

All-New Archiving Trends in Customer Communications- Statement and Invoices make up 68% of Outbound Correspondence

Trends in Customer Communications - 39% of Organizations Archive Outbound Correspondence