Organizational Blind Spot: Organizational Blind Spot: The Role of Document-Driven Business Processes in Driving Top-Line Growth

Executive Summary

Findings from a recent IDC study indicate that documentdriven processes — the business processes that are governed and controlled by documents in electronic or paper format — have a profound impact on companies’ customer-facing functions. Furthermore, reengineering these document processes can yield strategic, top-line benefits including revenue growth and improved market responsiveness, which this study found to be the highestrated business priorities for enterprises today. Despite the belief held by many business executives that documentdriven processes relate only to “back office” functions, IDC research indicates that this conventional wisdom is off the mark and that optimizing document-driven processes presents a significant revenue growth opportunity.

IDC’s recent global study of 1,516 document-driven business process owners and information workers suggests that common perceptions around document-driven business processes are mistaken. Businesses have placed a great degree of focus on improving their business processes, and many may believe they have achieved optimum efficiency in their document-driven processes. While it is true that improving document-driven processes can have a strong impact on reducing operational costs — and this study shows there is still room for improvement in this area — it can have an even greater impact on an organization’s top-line potential for revenue.

Specifically:

  • Over 83% ofstudy respondentsindicated that optimizing customer-facing document-driven business processes would increase revenue — on average by 10.1%.This could be achieved by improving customer communications, streamlining the sales and customer onboarding process, and improving customer support.
  • In theirrole as consumers,more than half of the respondents are dissatisfied with the document-driven processes in six of the seven industries studied: business services(64.9%), government (63.9%),healthcare (63.1%), education (62.3%),insurance (54.3%), and telecommunications(51.8%).

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