A new approach
There is another factor at play: the way we work has changed. The idea that everyone wears a suit, goes to work in an office and uses only work devices has been firmly put to bed, even in the most traditional environments. Whereas once paper was the lifeblood of the organisation, with more people working flexibly, employees are not necessarily in the office to receive physical mail. Meanwhile, with most jobs now requiring a suite of tools such Skype, Slack, IM, Email and Google Teams, information from a physical letter is now expected to be available to send in any channel almost as soon as it is received.
Technology changing the game
However, the digital mailroom is rapidly evolving to meet these new demands. It could now be described as ‘Intelligent’, powered by technical advancements such as capture on-demand, Capture as a Service (CaaS), e-forms, page analytics and mobile capture. One simple platform is now able to manage multiple systems of engagement from scanners, multifunction devices, emails, images, MS Office, electronic data interchanges, XMLs, mobile devices and even faxes. This system dramatically increases data security and compliance.
Businesses, such as life insurance, pensions and asset management provider, Aegon, have also delivered a competitive advantage following adoption of this kind of set up. They were able to save 25% of costs and speed up mail processes by 50%. As well as increasing customer satisfaction by cutting response times, the new system has provided Aegon with full process control and reduced compliance risks.
With working life becoming more fluid, yet compliance rules stricter, it is increasingly important to introduce control over the flow of data. Business communication continues to evolve, becoming more complex and fragmented. Whilst even 10 years ago it might have been acceptable for an organisation to rely on a physical mailroom, this no longer aligns with the digital-first strategy of any future-focused business. But the digital mailroom is more than just a sorting tool. As the technology continues to get smarter, it has the potential to become the hub of communication and the eyes and ears of the business.
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