Basic challenges in Enterprise Content Management (part-2)
# 1 — Decision making is very difficult and based on incomplete information
Research shows that employees spend an average of 20% of their time searching for coworkers for inside information or assistance with specific tasks. How is this number in your company?
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Can you quickly find business-related documents and retrieve updated information? If you answer “no”, business-critical documents in your organization are likely to be scattered through folders, paper files, email accounts, and shadow IT systems, all of which slow down cooperation and information flow.
Such a scattered frame makes different facts available to different people. Combined with the communication error between coworkers, it can lead to decisions based on incomplete or incorrect information.
# 2 — Poor customer service due to scattered information
Today’s growing customer demand requires support platforms that simply integrate knowledge, content, and resources. The ultimate goal is to provide opportunities for all employees and a 360-degree view of customers and provide a best-class experience.
Disruption of case information on CRM systems, paper files, and email folders often leads to inefficiencies. In the absence of digital end-to-end processes, problem-solving is not formally handled, case progress is not transparent and KPIs are impossible to measure. All of these can damage your business reputation with customer satisfaction and loyalty.
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# 3 — Inefficient and compliant storage of data and documents
Increasing regulatory and industry compliance policies have often prompted companies to electronically store documents and automate their record retention schedules. Do you still manage a paper-based storage system for long-term archiving? Can you meet audit requests or legal innovation requests when litigation occurs?
You do not have a digital archiving system, or it does not effectively support business and consumer needs. Access to critical digital content, such as key business information or assets for industry-specific control, is not instantaneous or secure, and you may not provide explicit information on who requested, accessed, and viewed any information at any time, and below. These are specific conditions.
