Reimagining content processes

Digital transformation has taken on new meaning, argues Kyle McNabb of ASG Technologies, as enterprises seek to improve their responsiveness to volatile and complex market conditions

Improving responsiveness amidst constant change demands companies re-imagine their content-rich processes - the complex interactions people have with content, processes and systems.

Leaders in today's enterprises are well aware of the struggle to capture, manage and govern the explosive growth of content that has accelerated with the shift to remote and hybrid work structures. With the increasing, even insatiable, demand to automate processes to improve responsiveness to today's change, the next step of their digital transformations puts attention on how their content is used to improve experiences, optimise productivity, and mitigate risks.

Navigating the next steps of an enterprise's digital transformation journey requires building a content services roadmap that seeks to simplify the way large volumes of information are managed and governed and automate content-rich processes at scale. Here are three objectives to consider when building modern content strategies to support ever-changing digital transformation demands.

1. Enable secure collaboration
Improving collaboration between employees, customers, partners and other end users increases productivity, streamlines processes and improves experiences. However, with content spread across shared drives, platforms such as Teams, Google Workspace and DropBox, it is increasingly difficult for users to quickly find the content they need, and for organisations to ensure it is safe and secure.

Organisations must elevate their governance strategies to ensure content complies with increasingly complex external regulations and internal policies. To start, they must first gain visibility into where sensitive information resides within their content. To address this, organisations need an integrated approach to scan for sensitive information and apply appropriate governance policies, migrating content to secure repositories when needed while supporting the way people work - using Teams, SharePoint and other familiar tools.

2. Eliminate information silos
Today's drive to improve responsiveness to change also demands enterprises eliminate information bloat that negatively impacts costs, productivity and experiences. Many of the file shares and collaboration platforms mentioned contribute to information bloat as employees download, copy and share documents and content with each other and with applications. This bloat also introduces additional compliance and regulatory risk as sensitive information is left ungoverned, unsecured and vulnerable to cybersecurity risks.

Modern content services strategies eliminate information bloat by enabling organisations to discover disparate content silos, understand what they contain, and make educated decisions on what to migrate, retire, and eliminate. This results in business productivity gains, reduced costs, improved adherence to compliance demands and increased agility.

3. Accelerate content-rich Process Automation
Content-rich processes - such as onboarding employees, opening new customer accounts and completing internal audits - often require complex interactions between people, content, processes and systems. No one capability can automate these processes. Enterprises need to plan on a mix of BPM, RPA, AI and more to automate both the mundane, repetitive tasks and the more complex decision making.

With a breadth of capabilities, enterprises can extract intelligence from content to automate decisions and orchestrate multiple steps and possible paths. When done well, employees spend less time organising and classifying information and more time resolving exceptions and escalations that improve customer experiences and deliver improved outcomes.

In the digital era, companies must modernise their content services strategy to make operational excellence a reality. This IT goal is aligned with business results from improved customer and employee experiences, to cost reduction and increased productivity. With expert guidance and the right solutions, enterprises can locate and remedy content pain points that slow their responsiveness to today's constant change.

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