October 14, 2011
The Economist Intelligence Unit (James Watson and Monica Woodley) recently conducted a survey on the role of customer service in the future with 479 business leaders and eight experts from a variety of industries worldwide. The ‘Service 2020 – Megatrends for the decade ahead’ report accentuates that customer service will be a company’s most valuable competitive asset: 55% of respondents identified its importance compared with 33% for product quality, and 9% for price.
Customer service success requires a seamless personal customer experience: expectations and needs are forecast and met; systems in place are working smoothly; and all related personnel are well trained and respond professionally. The latter was valid centuries ago, and remains so in the Internet era and cloud computing age. However, achieving this personal experience for the online customer who is often actually invisible requires a sophisticated system that is simple to use and is backed by a knowledgeable and creative team of experienced experts.
The ever increasing deployment of digital signature service to sign documents online provides a very good example of the many businesses that have changed their processes to an electronic format. While the shift enables them to expedite and streamline procedures, cut costs, improve staff efficiency, and become environmentally friendly, one of the major drivers behind this move is their customers’ expectation and invaluable satisfaction from the prompt and efficient customer service. This key performance indicator establishes the entire perception of their company.
And as Michael Lebouef once said: “A satisfied customer is the best business strategy of all!”
Till next time,
7 October, 2011
The shift by businesses and organisations to online sign and send electronic documents grows by the day. While improved efficiency, reduced costs, and increased productivity are leading forces behind this business workflow change, legality and security measures are still the real deal breakers. Protecting our valuable information and IT systems has become a central strategic objective: “We must inspire a commitment to security rather than merely describing it,” said Mich Kabay.
The exceptional capabilities of the user-based PKI digital signature solution offers the advantages described above with legal compliance and highest security marks. Furthermore, its exclusive verification tool provides a clear answer to the following legitimate concerns when signing documents online:
Integrity of data – has my data been modified, displaced, or implanted into unknown communication by someone?
Signatory’s Authenticity – Is the signatory who they claim to be?
The Electronic Transactions Act 2002 clearly states that electronic signature is reliable if:
- The means of creating the signature is linked to the person signing and no one else, and
- The means of creating the signature was under the control of the person and no one else, and
- Any subsequent changes to the signature are detectable, and
- Any subsequent changes to the accompanying information are detectable (if the purpose of the signature requirement is to assure the integrity of that information).
Secured Signing’s Free Verification Service does just that: it validates that the document has not been altered and verifies the authenticity of document and signatories - Online, or Offline at your desktop. And the last valuable thing? It creates a high level of confidence in our customers and speeds their decision-making process.
Till next time,
September 30, 2011
As an expert of digital signature in the Cloud, it’s become my habit to try and access any new information available about Cloud technology. In the past, the majority of related articles mainly highlighted challenges (e.g. security and compliance). Very recently, I noticed a swift (typical fast IT innovation) change following the increased involvement of large IT players, a growing number of articles and voices are in favour of the ever-important shift from in-house services to off-site managed services like the Cloud environment. A recent Avanade survey of Cloud adoption inside companies showed that 74% of enterprises are already deploying some type of Cloud services, a 25% increase from their last survey in 2009. According to Tyson Hartman, CTO of Avanade, the outcome suggests the trend is more extensive than was thought before.
While celebrating this substantial technology change, one cannot ignore the role and sweat of companies’ decision makers who engage us with the social sciences as much as with the computer sciences. In medium to large organisations, the responsibility for adoption of new technologies or upgrades usually lies with the CIO. Cloud computing makes this task more difficult as it requires an adjustment to transition from running an IT department and equipment, to selecting, signing, and maintaining service agreements with external providers.
Shirag Mehta’s article (March, 2011) provides an additional aspect suggesting there is a power struggle between the IT that sees technology (Cloud integration, risk management, and governance) and the Line of Business (LoB) that sees the solutions’ benefits (nothing to install, no software to purchase, and shorter implementation cycle). While being cautious and asserting differences between operations and IT maturity of customers, industries, and regions, Mehta offers a valuable input: to think long-term and deliver your proposition whilst engaging both parties equally.
The triumphant adoption of the digital signature Cloud service for signing electronic documents online by mid to large-size organisations serve as a great example to the above: a successful, well planned incorporation of a reliable, and professional service that connects both IT and senior management with the highest level of advanced electronic signature technology.
Till next time,
September 15, 2011
The expansion of electronic documents usage carries substantial benefits along with challenges to the traditional working environment. Government departments and state institutions around the world are no different to any other business. They too are looking for ways to improve service efficiency, reduce costs, and respond to the current business climate. A recent case to the ever changing conditions is shown in Gartner’s latest report (8 September 2011) that predicts a sharp drop (from projection of 9.3 percent to 3.8 percent) in PC shipment growth due to a market shift to devices like tablets.
Following the development of electronic products and services and worldwide legal recognition of electronic signatures, an increasing number of Ministries adopt digital signature technology for signing online electronic documents. The preferred choice seems very logical in light of the apparent ability to alter or copy electronic documents that can be used in unauthorized ways. The form of user-based PKI digital signature that utilises encryption technology to sign documents ensures that the signature is uniquely linked to the signatory and document, and that any changes can be immediately detected.
There are countless examples of the above:
- Italy was one of the first countries in the European Union to use digital signatures to connect Government departments,
- Germany, and Spain who use digital signatures in transactions between citizens and public administration,
- India very recently (12 September) announced the deployment of digital signature technology in citizens services,
- US Federal Government agencies and the State of California to name a few.
Carly Fiorina once said: “Many people see technology as the problem behind the so-called digital divide. Others see it as the solution. Technology is neither. It must operate in conjunction with business, economic, political, and social systems.”
Till next time,
8 September, 2011
"Efficiency is doing things right; effectiveness is doing the right things.” Peter F. Drucker
Too often organisations and businesses of any size face the challenge to get a prompt signature on a document from multiple customers, employees, or business associates. Even in the current online era, sending invitations for signatures to each single person takes time and affects the workflow and efficiency of business processes.
Whether the business documents are company policies, waivers, a Director’s resolution, permission slips, or others, the innovative digital signature service’s broadcasting solution allows users to simultaneously send an online signing invitation to a list of invitees. With just a click of the mouse, a user has the ability to manage the signing process, and the flexibility to manually create a signatories list from existing records within the service, or by importing a list in xlsx, xls, or csv file format.
My fellow bloggers will testify that I usually make a considerable effort to avoid any blunt promotion of the Secured Signing service, but I find it impossible to resist this time. The superior functionality, feature’s simplicity, legal compliance, and security level of the user-based PKI digital signature (advanced electronic signature) technology are second to none! The elimination of paper handling, reduced expenses, and satisfied end users who experience exceptional customer service – are all testimony to the effectiveness mentioned above.
Till next time,