What IT Seeks From Automated Customer Systems
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What IT Seeks From Automated Customer Systems
By Dennis McCafferty -
Preferred Option
55% of surveyed IT decision-makers said their companies currently rely on card scanning information capture processes, compared to just 19% who said they rely on paper-based processes. -
Due Diligence
70% of those surveyed said they validate information captured from customers, but only 17% have a system in place to fully automate this process. -
Slow Grind
71% said that information validation and authentication is time-consuming. -
Shaky Ground, Part I
Just 28% said they are "very confident" in the accuracy of information collected. -
Shaky Ground, Part II
72% said they've encountered errors in the information they've collected from customers. -
Out of Touch
39% said being connected with external data sources would be helpful, but only 17% said their current systems had "excellent" connectivity with external sources and 21% have no connectivity at all. -
Major Issue
84% said ID verification is either "critical" or "very important," while nearly half feel that ID fraud would be "catastrophic" to business. -
Precarious Position
Just 37% have "strong" identity verification/security in place, with 43% saying they only take "some steps" to authenticate customer IDs.
Businesses are increasingly turning to IT to find out more about their customers. As a result, the majority of CIOs and their tech teams are deploying card-scanning systems to automate consumer information capture, according to a recent survey from Acuant. The next level of adoption, it appears, will take the form of information validation, as a small minority of companies have automated this process. By failing to do so, organizations resign themselves to validation efforts that are too slow and error-prone while running a greater risk of "catastrophic" ID fraud, findings reveal. "Companies understand that more sophisticated information capture, verification and authentication significantly improves efficiency and security while making a positive impact on customer satisfaction," said Yossi Zekri, president and CEO of Acuant. "Businesses are beginning to embrace advanced card scanning solutions for smarter, fully automated information capture." A total of 115 IT decision-makers took part in the research.