As we continue to look at the results of a survey that we did last year with AIIM, the global community for information professionals, a few trends stand out. In this survey, over 200 respondents from a range of sectors, including government, banking, insurance, telco/media/utilities and healthcare were asked about customer communication archiving practices. One … Continue reading “Archiving Trends – The Cloud”
As we continue to look at the results of a survey that we did last year with AIIM, the global community for information professionals, a few trends stand out. In this survey, over 200 respondents from a range of sectors, including government, banking, insurance, telco/media/utilities and healthcare were asked about customer communication archiving practices.
One thing that became clear is that this is still an emerging market. At the time, over half of the respondents either didn’t have a dedicated customer communications archive solution, or if they did, many used in-house or custom solutions.
Another interesting fact is that only one-third of the respondents provide digital online access to their customers, despite the many benefits of a digital service, and despite the reality that most customers would like to have this option. In fact, customers now expect services to be available digitally where once they would have relied on slow paper-based transactions.
Why are so few companies delivering digital customer communication services when it can save them money in print and postage, while delivering governance of information for little or no extra cost? The result is that not enough companies are reaping the benefits that a comprehensive communications archiving solution provides. Businesses are less efficient because of poor archiving practices, and customers are less satisfied, even though the opposite is proven to be true for those companies who embrace digital delivery.
Despite the growth of cloud based services, the majority of respondents still favor an on premise solution. One of the conclusions from the AIIM survey is that cloud services for customer communication archiving has significant growth potential, and that digital customer communications are an excellent fit for cloud based archiving. Communications archives need to be able to grow quickly, adapt to user demands, and use a great deal of data center resource, particularly from a storage perspective – all requirements that can be met with a scalable, secure cloud based solution.
CrawfordTech archiving solutions have the flexibility and scalability to work with cloud based as well as on premise platforms. As we continue to work with customers and partners in this market, we expect to see growth in digital communications archiving as well as cloud based services. In our next newsletter, we’ll discuss some other trends in archiving that were highlighted in this survey.