Why Customers will (or won’t) Go Paperless

Remember when the Yellow Pages were the most reliable source for business contact information, hours, and services? They dominated this space for decades. Every household and business used them. By the time the new editions were delivered, the old ones were pretty worn out. Though a few companies are still distributing Yellow Page directories, many of today’s printed copies probably never even make it out of the shrink-wrap. Customers have switched to the Internet and smartphones which provide all the data they need.

What happened to address books, Rolodexes, and those spring-loaded telephone directories where almost everyone stored important phone numbers? We don’t use them anymore because databases on our phones, our computers, or in the cloud are more convenient. Of course the downside to this behavior change is we can’t recall anyone’s number by memory, but that didn’t stop people from replacing paper with electronic contact lists.

If you are old enough, you might recall when printing customized maps and driving directions from applications like MapQuest was a huge improvement over those maps from the gas station that seemed impossible to refold correctly. Mapping applications are still around but few people ever print a map or directions anymore. Speaking navigation systems in cars or on phones make it easy to find your way while never taking your eyes from the road.

In all these examples, digital versions of paper solutions provided benefits that far exceeded the analog tools they replaced. It didn’t take consumers long to abandon paper once they discovered they could use something better, with minimum hassle or expense.

Do your paperless documents really make life easier for customers?

The point here is one reason more consumers don’t opt out of printed documents is they don’t see enough advantages in the digital versions to make changing worthwhile. Once the benefit is clear, people will quickly make the move. Until then, no amount of statement messages, bill stuffers, envelope overprints, or on-hold messages pleading them to save the environment by going paperless will make them change.

Most companies simply convert existing printed documents to PDF’s or HTML files. The inevitable outcome is disappointing paperless conversion rates. Eliminating the paper saves time and money for the document producers, but customers don’t view digital copies of printed documents as an advantage. Some may even consider converting from paper to digital as an inconvenience – forcing them to change their comfortable and reliable workflows for paying bills or storing documents.

Document producers may find their goals for paperless customer communications more easily achieved by finding ways to:

  • Use those communications as gateways to richer content delivered over digital channels.
  • Employ strategies such as smart forms or pre-populating documents with information already recorded in your databases.
  • Give customers easy access to searchable FAQ’s, chat agents, or telephone customer support to add value to digital documents.
  • Make digital documents more appealing and useful than their printed counterparts will convince more customers to make the switch.

COVID-19 update

The spread of COVID-19 continues to evolve and in this context, we wish to inform you that Xpertdoc is closely monitoring the situation and would like to inform you of the measures taken by our team to support its employees, customers and partners.

We do not foresee any impact on the delivery of our services and want to assure our customers that we are executing our continuity plans in order to ensure that our customers continue to receive our services without jeopardizing the safety and security of our personnel.

In accordance with the recommendations of government authorities, here are some of the measures being taken by Xpertdoc:

Remote work for all employees
Arrangements have already been made and we have requested that all our employees work from home. Our continuity plan includes a full deployment of remote work arrangements to ensure uninterrupted service to our clients and partners.

Hosting and cloud services
We have been assured by our suppliers that there are no known impacts to these services, and we are confident that we are able to effectively manage the delivery of our cloud services to all our customers.

We have cancelled all business travel until further notice for all our employees. If employees have or will travel for personnel reasons, they will be asked to respect the quarantine delay before participating in any business activities.

Events and gatherings
All our events have been postponed or cancelled. Our employees are no longer allowed to participate in any events, seminars or gatherings.

We are committed to providing the best possible service to our customers and partners, to ensure that you can continue digital communications with your own audience. In these critical moments if we can help please do not hesitate to contact us.


The Xpertdoc Team

Mise à jour sur la COVID-19

La propagation de la COVID-19 continue d’évoluer et, dans ce contexte, nous souhaitons vous informer que Xpertdoc suit de près la situation et que notre équipe a pris des mesures pour soutenir ses employé(e)s, clients et partenaires.

Nous ne prévoyons aucun impact sur la prestation de nos services et voulons assurer nos clients que nous mettons en œuvre notre plan de continuité des affaires, afin de garantir que vous continuiez à recevoir nos services, sans compromettre la santé et la sécurité de notre personnel.

Conformément aux recommandations des autorités gouvernementales du Québec, voici quelques-unes des mesures prises par Xpertdoc :

Travail à distance pour tou(te)s les employé(e)s
Nous avons demandé à tou(te)s nos employé(e)s de travailler à domicile. Notre plan de continuité des affaires comprend des arrangements de travail à distance pour assurer un service ininterrompu à nos clients et partenaires.

Hébergement et services infonuagiques
Nos fournisseurs nous ont assuré qu’il n’y avait pas d’impacts connus sur les services d’hébergement et infonuagiques. Ainsi, nous sommes convaincus d’être en mesure de gérer efficacement la livraison de nos services infonuagiques à tous nos clients.

Nous avons annulé tous nos voyages professionnels jusqu’à nouvel ordre, pour tou(te)s les employé(e)s. Si des employé(e)s ont voyagé ou doivent voyager pour des raisons personnelles, il(elle)s seront placé(e)s en quarantaine pour une durée de 14 jours, avant leur retour au travail.

Événements et rassemblements
Tous nos événements ont été reportés ou annulés. Nos employé(e)s ne sont plus autorisé(e)s à participer à des événements, séminaires ou rassemblements.

Nous nous engageons à fournir le meilleur service possible à nos clients et partenaires, afin de garantir que vous puissiez continuer vos opérations sans interruption. Dans ces moments critiques, nous sommes là pour vous aider. N’hésitez pas à communiquer avec nous si nécessaire.


L’équipe Xpertdoc