One of the directions many organizations are moving in is the use of customer facing applications that extend reach into the consumer base. This is a highly desired approach, especially from a customer service and consumer purchasing perspective. While this seems like a simple thing to do, it is also a change in the way the organization conducts business and how content enters its processes.
Where once a loan application was completed on a paper form, and passed through to a bank representative, now the consumer can apply online using an electronic form which then is the trigger for the review and approval process. Additionally, corresponding paperwork like proof of salary in the form of pay receipts, current account balances and other required paperwork can be scanned and uploaded in digital form, changing the way bank personnel and bank operations are managed. This means that the bank must take into consideration how information enters the process from the cloud as well as internal sources when designing workflows and processes.
In my view, this is more the typical scenario these days with the advancements in capture technology. More and more information is entering business processes from the cloud than ever before. Retail orders, bank transactions, and even customer service issues that are triggered by monitoring social media activity like Facebook, LinkedIn and Twitter. Imagine monitoring the world in a way that when a Twitter hash tag relevant to your business is detected, you are notified and can take action. The scenario is real and takes place daily.
The question here is one of you being ready to move with the changing business landscape. Are your processes aligned to meet these changes? Does your strategy take into consideration that the on-ramps and off-ramps of content can be in the cloud? As you assess your operations, look to the cloud. You may find a silver lining and a whole new way of thinking.
If you are ready to move forward and are finding yourself stuck or unfocused and are not sure where to begin or what to do next, seek professional assistance and/or training to get you started.
What say you? Do you have a story to tell? What are your thoughts on this topic? Do you have a topic of interest you would like discussed in this forum? Let me know.
Bob Larrivee, Director and Industry Advisor – AIIM
Email me: firstname.lastname@example.org
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