August 15, 2014

All-New Archiving Trends in Customer Communications

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.

One of the key findings of the report is that statements and invoices are by far the heaviest form of outbound communications at 68%. Newsletters, and sales and marketing materials closely follow, with half or more of outbound correspondence being personalized (36%). Other key transaction communications included service change notifications (33%), explanation of benefits (20%), policy holder renewal information (18%), tax bills (13% and trade confirmations (12%).

These finding reflected CrawfordTech’s customers with over 55% being in either the insurance, banking, telco/media/utility or healthcare markets. It’s also no surprise to find statements, service changes notices, explanation of benefits, policy documents and trade confirmations are the most common forms of customers communications. It is often these transactional documents which our customers need to turn into digital communications and which end up in archives that are made accessible through CRM systems and customer portals. They need to be individually archives because they more than 36% of respondents indicate that half or more of their outbound correspondence is personalized or contains confidential information.

So as long as companies keep generating statements and invoices CrawfordTech will be here to help archive them.

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

If you missed our blog post on Introducing All-New Archiving Trends in Customer Communications click here to read more.

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