Recently Crawford Technologies, in partnership with AIIM, the global community for information professionals, conducted a market survey into customer communications archiving practices. The survey questioned 226 respondents 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.
One of the most interesting facts to come from the AIIM survey was the relative cost of print and archiving. The distribution of customer communications can be a significant operational expense and print is the largest component in this mix. When asked about annual budgets for printing, AIIM reported that the average budget is $5.8M with an annual print archiving budget averaging $1.2M. When asked about annual budgeting for online access to print archives, the average is a mere $623k.
When asked what proportion of customer communications is digital, paper, or both, 50% indicate purely digital, 25% indicate paper only, with the remainder indicating a mix. If all customer communications are created or generated digitally, sometimes referred to as digitally born, what is the underlying reason for producing physical materials and not emphasizing on-line access?
The real question here is how soon you can move the majority of their customers over to online or digital documentation. CrawfordTech is at the very centre of the movement from paper to digital correspondence – we are looking forward to a very successful future!
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: