What it takes to Accelerate the Digitisation of Business Processes

The concept of a paperless office and the digitization of document-based processes didn’t emerge solely during the COVID-19 pandemic. This vision has been around for a long time. However, it brought us face to face with another challenge: the creation of data silos and systems that operated independently from each other.

Over time, we tackled this issue by developing solutions to consolidate data into a single system, enabling smoother data exchange, and eliminating problems like double entries, human errors, and data loss.

During the COVID-19 pandemic, a new form of data silos became apparent. Processes that still relied on paper-based workflows created significant challenges, especially when we were no longer working from a single location.

Remote work made it harder to complete paper-based tasks, track their progress, and predict completion times.

A survey conducted by the CIO from IDG, which included over 900 CxOs from North America, Europe, the Middle East, and Africa, asked about their organizations’ digitization progress during the pandemic. The findings, summarized in the infographic below, reveal some important insights.

Key takeaways from the survey include:

• Only 8% of organizations have fully digitized document and signature processes.
• Over half of the respondents reported that most document and signature tasks still involve manual or paper-based steps.
• Almost all participants experienced significant challenges during the pandemic due to a lack of fully digital workflows for signatures and documents.
• 54% of employees reported difficulties getting documents signed during COVID-19, with 95% of them facing three or more challenges, including delays, customer experience issues, and compliance concerns related to data privacy.

As we transition into a hybrid work model post-pandemic, the need for digitized workflows remains crucial. IT teams will be key in ensuring seamless collaboration in this mixed environment. However, 92% of leaders acknowledge that many organizations still rely on paper-based processes for some tasks, making the shift to a fully digital hybrid environment a significant cultural change.

From my personal experience, I’ve observed that digital transformation has a less profound cultural impact in Europe and North America. On the other hand, many organizations in the Middle East have been more hesitant to adopt digital transformation, particularly when it comes to employee document and signature processes.

Processes like filling out forms and onboarding employees are seen as key areas for greater adoption of document automation and digital signatures.

Here’s how businesses view the importance of these processes:

• 61% of respondents believe that failing to automate document and e-signature workflows could hinder business growth.
• 69% see video communication as essential in a hybrid work environment.
• 29% believe video should play a more prominent role in document and e-signature workflows.

Another key area requiring attention is the impact of document and signature processes on both customer and employee experience. Although most respondents rated their organizations’ document and e-signature workflows as good, very good, or excellent in terms of supporting fast, secure, and compliant processes, this often contrasts with actual experiences. The feedback highlights the following:

• 54% of respondents reported that customers are sometimes dissatisfied with the process of signing, tracking, and managing digital documents.
• 59% of marketing teams recognized that customer experience suffered during the pandemic.
• 57% of customer support teams also noted a negative impact.
• 54% of administration teams felt the same.
• 52% of IT professionals said that employee experience during COVID-19 was subpar due to the reliance on manual or paper-based processes.

Internationally, there’s a growing recognition that enhancing digital experiences is vital for both customer and employee satisfaction. Many see the need for dedicated strategic planning teams to support this shift.

Among IT and related roles, opinions on customer and employee satisfaction vary. IT/IS roles made up 55% of the survey sample, with smaller percentages in innovation, transformation, and digital strategy roles.

IT/IS professionals viewed improving digital signature and document processes as critical to accelerating business performance, with 50% considering it essential. In contrast, other business functions deemed it important but not as critical.

IT professionals rated their organizations’ digital document and signature workflows highly, particularly in terms of supporting secure, fast, and compliant processes for employees.