Adobe encourages resellers to keep customers buoyant

Resellers should be offering customers document management and forms generation technology because it seems people are drowning...

Resellers should be offering customers document management and forms generation technology because it seems people are drowning in a sea of paperwork.

The reason for this is that many businesses use complicated forms to deal with customers, who find them frustrating, time-consuming and stressful.

Research conducted by ICM on behalf of Adobe found that administrative tasks are dominating people's evenings and weekends. Of the 1,000 people surveyed, 73 per cent spent the equivalent of one Saturday in every four filling in forms. Men tended to devote the most time, with 25 per cent admitting to spending between two and ten hours a week on form filling.

Adobe UK marketing director Mark Floisand believed it had something which could improve the problem. "It is all well and good having fine products, but we wanted to make sure there was resonance with customers as well. We wanted to understand if there were any pain points in the minds of consumers."

Floisand claimed the research supported the hypothesis that most people spent a lot of time dealing with organisations through complex forms that have no personalisation.

"This causes high levels of frustration and stress. If anything, the processes seem to be getting longer rather than the forms being simplified."

Floisand insisted there was a big opportunity for resellers because the pain point was measurable and they could use Adobe's forms products to tackle the issue.

"Resellers looking at the overall workflow environment can now offer more value to customers. They have one more weapon in the tool belt."

He suggested resellers could go back to existing customers and give them something that could improve their relationships. "We occupy the space between the ERP system that most users already have and how they interact with their customers."

Floisand claimed Adobe's dynamic forms generation products could "improve output and document management, as well as business image and relationships with customers". "That has to be a selling point for the channel," he insisted.

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