Digital transformation is about adapting with the times and using technology to transform the way we work, and more importantly the way we engage our customers.

Small is big

Digitising paper workflows may seem like such a small and basic change, but it makes a major impact. Our research shows that 60% of employee time is spent working with documents and 15% of an organisation’s revenue is spent creating, managing and distributing documentation.


Because digital transformation increases efficiency and productivity, it frees up the organisation to focus on what really matters—serving customers well.

These are some key ways digital transformation can help your organisation shift from being product-centric to customer-centric.


Digitising documents allows us to create systems to better manage files and dramatically reduce the amount of time spent on processing and managing documents. The use of organisational tools and tags make it easier to search for and retrieve documents. Say goodbye to searching frantically through drawers and folders to handle customer requests. When a customer requests for information, you can respond quickly and efficiently. When you respond quickly to them, this communicates that they are valued. Digitisation also sets the stage for long-term efficiency; with digital archiving, even the oldest files can be easily found. With features like this, you can accommodate almost every information request from your customers.


Digital documents are not confined to any specific location or device. And compared to stacks of papers, digital documents are extremely lightweight and can fit into your pocket. With digital documentation and cloud systems, you can access needed files anytime, anywhere, allowing you to promptly respond to any customer issues that arise.


Protecting your customer’s data is a big responsibility. Digitisation allows you to protect against any security breach by encrypting information. Digital documents can also be securely archived and access restricted to authorised parties. You can also back up your customer’s data and be assured of its protection from accidents and natural disasters.


Unlike paper documents, digital documents are structured, which means that they hold data that is 100% searchable. Any member of the team can search through folders and find information when needed. Collaboration is also a benefit as you can share access and collaboratively edit, control versions, and manage the entire documents lifecycle as you edit and process them. This improved internal work process allows for more possibilities to deliver the best products and services.

Resource management

Eighty-five percent of business documents are in paper form. The average document is printed five times. When for example invoices are digitised, physical resources are preserved, saving on paper costs, as well as storage space. This also reduces waste, and by example you are also able to encourage customers to do the same. Expenses saved create additional resources that can be invested into the customer experience.


Increased focus on the customer and their experience is necessary to gain an edge in today’s competitive marketplace. With the advancements many companies are making, customers are more difficult to please, yet very appreciative of efficiency and customer care. If you have not yet done so, we invite you to embrace digital transformation. It may require some extra time and resources to implement, but the returns are worth it, especially when a customer starts sharing about the great experience they had with your organisation.



The opinions expressed by the writers and those providing comments are theirs alone, and do not reflect the opinions of Fuji Xerox Smart Work Innovation, or the management. Fuji Xerox Smart Work Innovation is not responsible for the accuracy of any of the information supplied by the writers.