In a Forrester study2 commissioned by Ricoh, by a factor of more than 2 to 1 over their managers, customer-facing workers felt constrained by “older systems” that sometimes forced customers to communicate with the company in ways they didn’t want to. On the other hand, by a factor of nearly 3 to 1, managers thought their customer-facing workers communicated well with customers through both old and new channels. That’s a huge disconnect, and if it’s the same way inside your organization, it’s very likely hurting your business relationship with your customers.
We have found that many information processes have simply not kept pace with what employees need — or customers want. And it might be time for you to take a look internally to see what you find. You may discover:
To combat these issues, there are benefits to making use of the broad industry — and cross-departmental experience — of a document process consultant. They have seen and dealt with many of the real-world information management challenges inherent in optimizing information processes, which can include everything from dealing with complex privacy regulations across industries and countries, or handling the internal aspects of change management, including education, training and morale.
An outside party can also look more broadly across departments and functions, bringing to bear lessons from multiple engagements across industries and geographies. They can often bring a new perspective to the way you’ve been approaching a problem.
Cloud-based collaboration tools can certainly help you grow your company, but clearly defining your business goals and mapping your process needs must come first. Remember that with every technological element, it’s still the people behind it who matter most. With help, you can stay grounded and make sure you don’t get lost in the cloud.