How APAC organisations are boosting business agility by digital document processes


As one of the most significant and sustained global disruptions in the last decade, COVID-19 has triggered monumental changes for businesses, the impact of which will outlast the pandemic. For instance, organisations have had to re-calibrate their digital strategies to allow employees to remain productive and collaborative even when working from home. In this new normal, digital document workflows such as e-signatures have become standard protocol.

So, how can enterprises drive business growth during such disruptive times? Recently, we hosted a webinar, How Organisations Are Boosting Business Agility with Digital Document Processes, to unpack new research findings from Forrester on how APAC businesses are using digital document processes to strengthen business resilience.

Here’s what business leaders need to know:

Digital document processes will play a key role in shaping CX post-pandemic

In today’s digitally driven world, organisations must update their document processes to improve agility and deliver on industry and customer expectations. However, in reality, only 12 percent of APAC organisations have transitioned to fully digitised document workflows.

Reliance on paper-based processes is creating inefficiencies, as 58 percent reported having to constantly rework documents due to high margins of error.

From a business standpoint, adopting end-to-end digital processes enables easier collaboration, guarantees better document security, improves productivity and allows companies to better serve their customers’ needs. Research revealed that one in four businesses achieved higher customer satisfaction after transitioning to digital document solutions.

Moving forward, companies need to accelerate the transition from paper-based to digital workflows. By addressing business resilience and new ways of working, investing in digitising document processes will bring both immediate and long-term benefits for organisations.

Transform employee experience with digital document workflows

With the shift to virtual or hybrid work environments, reliance on paper-based processes have disrupted daily operations and affected employee experience. 58 percent of APAC organisations reported that the lack of adequate technology decreased efficiency and productivity. Although recruitment and onboarding processes are digitised, the bulk of employees’ daily tasks continue to be paper based.

Establishing digital workflows that reflect employees’ changing work environments, as well as integrating everyday communication channels, helps improve the employee experience. For instance, shifting to digital saw 32 percent of APAC businesses achieve greater levels of employee satisfaction.

Additionally, 51 percent revealed that it improved collaboration, enabling teams to work together remotely.

Maintaining employee engagement is a key driver for retention. By shifting the view of remote work from a reactive tactic to a proactive measure, digitisation improves employer image, setting the right tone for engaging workers.

Shedding a transactional approach to adopt a “journey mindset”

Eighteen months into the pandemic, enterprises are now better positioned to develop and implement strategies that boost their agility.

Documents are essential carriers of information within these businesses and thus represent a prime opportunity for improving efficiency. For instance, e-signatures halve the time required to sign contracts and eliminates inefficiencies across departments, alleviating the pressure on IT teams.

APAC businesses have arrived at a pivotal point – the decisions they make from here on will have significant influence on their future. Critically, organisations must change pace and adopt a journey mindset, taking the overall customer and employee experience into consideration rather than specific touchpoints. Enabling a seamless experience requires complete digitisation, particularly when the constant state of flux brought on by the pandemic impedes the smooth running of business. Ultimately, investment in digitising document processes has, and will continue, to deliver bottom-line results for busines


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