|[April 18, 2012]
UK Survey Proves Need for B2C Businesses to Be More Responsive to Their Customers
LONDON --(Business Wire)--
Kofax plc (LSE: KFX), a leading provider of capture enabled business
process management (BPM) solutions, today announced online research
findings demonstrating that 35 percent of UK adults stopped using a
business within the last year due to poor levels of customer service.
The study furthermore indicates the growing need for organizations to
focus on initiatives that improve customer responsiveness and
technologies that deliver optimal customer experiences.
The survey, undertaken for Kofax by leading UK market research company
YouGov, questioned over 2,000 consumers on how they interact with
businesses such as banks, insurers and retailers. In addition to
discovering that customer loyalty could be becoming increasingly fickle,
the results show that consumers have strong preferences about the means
of communication. More than a third (37 percent) of 25-34 year olds
would prefer to communicate with a supplier via electronic means using
smartphones than through more traditional telephone or face-to-face
"Businesses exist in a rapidly changing, 'anything, anytime, anywhere'
world, where the voice of the customer is increasingly influential,"
said Martyn Christian, Chief Marketing Officer at Kofax. "The evidence
shows that customers have no qualms about taking their business
elsewhere if a company doesn't meet their quality of service
expectations, or offer access across an increasingly wide range of
communication channels. Kofax customers recognize that they must improve
customer responsiveness, and this demands a new approach to business
process managemen. Transactions now exist in many forms that enter the
business through many channels, but which all require the same high
quality, integrated processing. Business processes should start at the
point where interactions occur - at the point of origination - and
operate seamlessly across the business."
This capture enabled BPM approach ensures that any data, regardless of
its format, is automatically captured, classified, separated, extracted,
validated and then communicated and delivered by the receiving
organization to the right people, processes or devices, at the right
time and in the right format. Capture enabled BPM drastically shortens
processing time while improving accuracy and minimizing the potential
for error or data loss. This in turn improves business productivity,
efficiency, competitive advantage and customer service.
Kofax makes this announcement from Kofax Customer Connect, a capture
enabled BPM conference hosted in London. Kofax Customer Connect provides
a unique forum designed to help attendees gain practical insight into
capture enabled BPM solutions. The event features educational workshops,
customer case studies, product sessions and industry insights presented
by recognized thought leaders, as well as opportunities to network with
peers and partners. For more information on Kofax Customer Connect,
click on http://london.kofaxconnect.com/.
Notes to editors
All figures, unless otherwise stated, are from a survey conducted by
YouGov Plc. Total sample size was 2,069 adults. The survey was conducted
on line from March 27-29, 2012. The figures have been weighted and are
representative of all UK adults (persons aged 18+).
Kofax plc (LSE: KFX) is a leading provider of capture enabled business
process management (BPM) solutions. For 25 years, Kofax has provided
award-winning solutions that manage the capture and streamline the flow
of business critical information throughout an organization in a more
accurate, timely and cost-effective manner. These solutions provide a
rapid return on investment to thousands of customers in banking,
insurance, government, business process outsourcing and other markets.
Kofax delivers these solutions through its own sales and service
organizations, and a global network of more than 800 authorized partners
in more than 70 countries throughout the Americas, EMEA and Asia
Pacific. For more information, visit www.kofax.com.
"Kofax" is a registered trademark in the US, the EU and other
regions. All other trademarks and registered trademarks are the property
of their respective owners.
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