Recently Crawford Technologies, in partnership with AIIM, the global community for information professionals, conducted a market survey into customer communications archiving practices. 226 respondents were surveyed from North America and Western Europe from a range of sectors including government, banking, insurance, telco/media/utilities and healthcare. The survey provides an insight into the trends affecting customer communication archiving.
As a solution provider, we at Crawford Tech were surprised that over half of respondents do not have a dedicated customer communications archive solution solution and of those who do, most use in-house or custom solutions. There is clearly a lack of maturity in the market concerned with applying packaged applications to this problem. It is also clear that the use of cloud services for customer communications archiving is still nascent and on premise solutions are still favored.
Digital customer communications archives are ideally placed for adoption of cloud services. As the survey shows, they can grow quickly, need to flex to user demands, but consume a great deal of data centre resource, particularly from a storage perspective.
The conclusion drawn from the AIIM survey is that cloud services for customer communication archives have enormous growth potential.
AIIM and CrawfordTech's report is a great place to look at the trends associated with customer correspondence archiving.
Also, keep an eye 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: