Omni-Channel Management Enhance Your Customer Communications 3 ARE YOUR PROCESS COSTS STILL TOO HIGH? Studies show that manual and physical document and communications processes lead to high costs and low productivity – and also tie up valuable resources: Gartner Research estimates that the average cost expenditure for manual query processing is €31.73. Giga Information Group has ascertained that a copy is requested for 8% of all bills. Forrester estimates that the variable paper and postage costs for a classic bill amount to €1.77; Gartner Research sets them as high as €3.17. IDC predicts that in less than five years, half of the leading companies worldwide will depend on their ability to create digitally-enhanced products, services, and experiences for ­ their future business. KeyPoint Intelligence’s key findings discovered that enterprises are increasingly turning to outsourcing providers to produce their print and manage the complexities of data-driven communications, instead of investing in the costly upgrades needed to modernize their internal operations. HfS Research estimated that 44% of enterprise leaders believe the most challenging aspect of executing customer engagement is understanding customer expectations and preference.