Paperless Assessment

A structured look at how ready your communications are for a digital-first world, where paper and manual steps still slow you down, then what it would actually take to move the number.

Best suited to: organizations with a paperless target they are not hitting, with no clear reason why.

What we look at

These are the actual dimensions we score. Nothing here is a summary of a summary.

1Paperless strategy and adoption, by segment rather than in aggregate.

2Enrollment journeyEvery step between wanting paperless and having it.

3Document estateWhat exists digitally, versus what is still paper in a PDF.

4Digital document interactivityCan the customer act? Or only read?

5Channel coverage and preference capture.

6The commercial caseprint, postage and handling against the cost of change.

How it runs

Typical shape. We adjust to your estate.

1BaselineWe measure adoption by segment, not as one number.

2Journey walkWe go paperless as a customer would, recording every step.

3Document review across your live estate.

4Readout with a costed set of moves, cheapest and highest impact first.

What we need from you

The less we chase, the faster you get the answer.

Adoption reporting, at whatever granularity you have.

A list of document types and which are available digitally.

Access to the enrollment journey. Failing that, permission to walk it ourselves.

Print and postage costs, even approximate.

What you get back

A high-level view of the output. The detail sits underneath it in the readout.

Headline result

22%Paperless adoptionIndustry average 45%

2.1Paperless maturityOf 5, target 4

2 of 5Digital channels livePortal and email only

Adoption against the industry benchmark

22%

Industry 45%

Insurance, property and casualty. The benchmark comes from the framework’s own industry table.

The paperless adoption ladder

Score 1One channelA single paperless option, usually the portal. Single-digit adoption. Reversion to paper is not tracked.

Score 2Two channelsA second digital channel alongside the portal. Adoption between 10 and 25 percent. Reversion handled by hand.

Score 3Multi-channelSeveral paperless channels available. Adoption between 25 and 50 percent. Reversion is tracked but not acted on.

Score 4ManagedFull multi-channel paperless. Adoption between 50 and 75 percent. Reversion is analyzed with an active win-back path.

Score 5Preference-drivenPaperless on whichever digital channel the customer prefers. Adoption above 75 percent. Reversion is predicted and prevented.

Start here

Add a channelThis example

Track reversion

Win them back

Predict and prevent

You are placed on this ladder, then told what has to move to reach the next rung.

Illustrative example. The scores are invented to show the format. Real client results are confidential.

Want to see what this would show for your communications?

Get in touch