The landscape is littered with IT implementation stories in which the more an end user gets into a project, the more disenchanted they become with the technology.
In the most recent AIIM survey on capture trends, we took a look a casual vs. serious users of capture technologies. We first gave end users a list of a variety of scanners and recogition technologies and ask them whether they used ANY of them. We then more specifically asked those that raised their hand about scanning use whether scanning was specifically used in 4 key processes (HR, Finance, Governance, Customer Service).
This then gave us two interesting sets of scanning users. The first is those I would call "casual" users, who have some aspect of the technology present but have little integration of scanning into key processes. The second were more "sophisticated" users -- those who have gone quite far down the path of document-enabling their processes by using scanning and capture in the 4 key process named above.
If you look at the perceived ROI of these two sets of end users, a pretty important result emerges. When asked "How does the ROI of your scanning and capture implementation compare with other IT implementations?" 16% of our "casual" scanning end users said "Better" or "Much Better." But among our "sophisticated" end users? Those who have pushed scanning technologies directly into key organizational process? 50% say their scanning and capture ROI was "better" or "much better" than comparable IT investments?
The message? Unlike many IT investments, at least for scanning and capture, familiarity does not breed contempt. In fact, quite the opposite.
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