Digital Transformation

Challenges SMEs Face When Managing Multi-Channel Communications

Small and medium businesses (SMEs) encounter a number of difficulties when managing their multi-channel communications.

Recent research conducted by Opinionway revealed that SMEs, on average, generate 641 documents every month – with more than 50% using both physical and digital channels for general correspondence (59 percent) and invoicing (53 percent). However, the management of these methods can be a grey area; which often leads to companies wasting valuable time, the re-occurrence of human errors and a lack of traceability.

With SMEs spending additional time manually editing documents, including adding attachments (76 percent), merging with other documents (74 percent) and adding further information (74 percent) – it’s no surprise that 47 percent consider time-wasting as their biggest challenge, closely followed by the risk of human error (45 percent).

Traceability-wise, SMEs rarely track their sent invoices or contracts, with 51 percent admitting that they find it difficult to monitor communications across multiple channels.

Additionally, the research revealed the extent to which SMEs have to handle multiple document formats, with Word being used for less than half (49 percent) of all outgoing communications, Adobe for over a quarter (26 percent) and Excel at 15 percent. Naturally, the process of managing all of these multiple formats can be somewhat disjointed, with overly-laborious routines leading to confusion and traceability issues.

To this end, the automation of document processing can help SMEs to handle physical and digital outgoing communications much more effectively. Streamlined document management processes allow for more efficient procedures, potentially huge cost savings and a better customer experience.

If you are having difficulties managing your multi-channel communications, get in touch with Dajon. We have a range of cost-effective digital solutions to help simplify your work processes: