How Document Management Systems Can Enhance Productivity and Boost Consumer Trust

8/12/2024 Sergey Zborovsky

Whether the majority of an organization’s files comprise PDFs, word-processing documents, images, spreadsheets, or emails, these files must be able to be easily tracked, correctly stored, and seamlessly retrieved. If a document management breakdown occurs during any of these steps, it can lead to operational inefficiencies that will certainly take their toll on organizational productivity. 

A related factor is document standardization, which can play a critical role in how an organization is perceived by consumers. Documents that vary from the organizational standard will, at best, momentarily baffle a customer’s prompt identification of your brand. At worst, however, non-standard documents can hinder or even obstruct customer interactions while eroding consumer trust and loyalty. 

The bottom line: Efficient document management is essential for reducing an organization’s operational inefficiencies and for building and fostering consumer trust. 

Countering productivity losses, reducing retrieval time

As noted above, poorly engineered and inefficient document management systems can have a serious impact on lost productivity — and overall business performance as a result.

Nearly half (48%) of all respondents to a 2023 Adobe Acrobat survey, for instance, indicated that they struggle to quickly and efficiently find documents in their organizations. About the same number (47%) reported that their company’s online filing system was confusing and ineffective.

No matter the specific reason, if employees are needlessly spending excessive time on document retrieval, it’s likely to have a detrimental effect on business operations. And yet, 10% of employees do indeed spend more than four hours every week searching for files online, according to the survey. In addition, nearly two-thirds of respondents reported that their document search was so challenging they ended up having to recreate a document because they could not find the original file. 

Organizations can benefit from a variety of document-management strategies to address these kinds of retrieval obstacles, including:

• Better indexing — tagging and categorizing makes it easier to locate and retrieve specific data within a document, enabling speedy retrieval of a file via text-based searches
• Automation — playing a role in the indexing process (especially for large-scale projects) and in the retrieval process, automation should replace manual efforts throughout the document-management enterprise 
• Workflow — establishing a proper document workflow ensures that employees have access to only the latest (read “correct”) version of all files
• Storage — appropriately storing documents helps lay the foundation for the retrieval process 

Generating trust and more with standardization 

Standardization across document types serves a primary purpose by ensuring consistency, of course, but it addresses these critical organizational needs as well:

Enhances brand recognition and reliability — by steadily reinforcing the organization’s brand across all file formats, serving as a guard rail against any flawed representations.

Streamlines customer interactions — by generating familiarity, standardization helps make sure consumers have a quick grasp of the information being provided.

Fosters consumer trust — as consumers become more aware of and familiar with the organization’s brand, they become confident in it and loyal to it.

Independent Health, an innovative health care plan serving hundreds of thousands of members, discovered how critical document standardization is when they worked with RRD to redesign and standardize their bill format. Not only did the new format make the information clearer and more accessible for consumers, it also significantly increased eBill adoption and reduced customer disputes — paving the way for the brand’s future growth. 

At the core of modern document standardization, of course, are digitization and automation — which enable organizations to increase accessibility and personalization, ensure protection of data, and drive consumer engagement. Yet, 45% of small and midsize businesses are still relying on paper records for their customer, contact, and vendor data, according to a survey by Act!, and 11% have no system at all in place for managing documents. In addition, only 40% of companies have brought digital initiatives to scale, according to a report from Gartner, even though 87% of senior business leaders say digitization is a company priority. That scenario has to improve if companies are to successfully standardize.

Document management yields competitiveness 

By optimizing their document-management systems and processes, organizations can reclaim lost productivity while continuing to build consumer trust. Those organizations seeking to stay efficient and competitive will recognize the necessity of adjusting their approach going forward — a revised strategy that should include an investment in advanced document-management technologies, incorporating digitization as well as automation. 

Remaining competitive in your market space requires a slew of ongoing actions and strategies on your part — from marketing, workforce development, and operations management to sales, procurement, and product development. Effective document management can and should play a role in each of these critical business components, and partnering with a knowledgeable and experienced provider will enable you to bring about maximum efficiencies. 

Sergey Zborovsky is RRD's Vice President, Information Technology.