Exceptions are the curse of document-driven business processes. Exceptions are directly responsible for cost and processing inefficiencies, potential negative customer impact, and greater risk of compliance violations as a result of incomplete or incorrect information.
Forrester Research estimates that 22 percent to 25 percent of all document-driven processes require structured collaboration or interaction between colleagues to resolve exceptions. Worse, between 8 percent and 10 percent of document processes require ad hoc interactions between colleagues to resolve exceptions, and between 3 percent and 5 percent of document processes require supervisor intervention to resolve exceptions.
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