Three in five (60 per cent) of UK customer service agents consider their company’s overreliance on paper “ridiculous”, with almost three quarters 73 per cent wanting their company to be more conscious about the impact this has on the environment, according to new research from content services provider Hyland.
With the vast majority of UK businesses (92 per cent) still relying on paper documents, the study of 1,000 full-time UK workers has found that a slight majority (52 per cent) of UK workers share the ‘ridiculous’ sentiment – making customer service agents more conscientious than average.
For most customer service agents, the solution is digital. Nearly three quarters (73 per cent) believe that transitioning to a digital document management system would significantly enhance their company’s sustainability. With 58 per cent of workers reporting that their company’s existing document management system is not up to scratch, it appears that the limitations of legacy technologies are partially perpetuating the paper problem.
Speaking about the new research, Tim Hood, VP for EMEA & APAC, Hyland, said: “The majority of British workers agree that the volume of paper usage in this country is unreasonable. The demand to change things is high, driven by a conscientious desire to operate more sustainably – there are genuine moral grounds to consider technological solutions to the UK’s paper problem.
“Addressing both paper usage problems and a wider dissatisfaction with existing digital management system requires digital solutions that offer better interoperability, improved efficiency, and true ease of use. These qualities aren’t just about efficiency anymore; it’s about aligning progress with planetary responsibility.”
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