As a large organisation, you’re no stranger to the challenges that come with increased size. Processes become drawn out, unmanaged risks creep into your decisions, siloes breed inefficiencies and bottlenecks. All of this adds up to an organisation that isn’t serving its customers in the best way. As it scales, it’s likely
to struggle under its own weight.

Customer experience is the Big Thing in business right now. One of the biggest-kept secrets is how the complaints you accumulate can unlock it for you.

In your current, largely paper-based, business, forms, records and files dominate your world. You have to have your filing up-to-date, otherwise you drown. You have significant compliance requirements for equipment and safety, and a growing team. The idea of a paperless office is, to you, a dream come true, because it would free you from a whole lot of meaningless work.

In this article we gave you a step-by-step method for reducing your reliance on paper. Part of it comes down to knowing the psychology that causes us to cling to paper, but a large part is about knowing what is realistic in your business.