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Study by PMP Research reveals that calculating ROI is a major stumbling block to widespread adoption of workflow, document management and business process management systems

The majority of companies are finding it difficult to justify their investments in workflow, document management and business process management (BPM) systems, according to a recent survey from PMP Research.

More than three-quarters of those polled describe calculating the return on investment (ROI) in this area as either ’fairly hard’ (42%) or ‘very hard’ (36%), with only 13% saying that working out ROI is ‘fairly easy’.

In addition, only a third of the sample (35%) claim their implementations have delivered the benefits they expected, while one in five (20%) deny that this is the case.

The other major obstacle identified in the survey is the difficulty of integrating workflow, document management and BPM with existing enterprise applications.

Both problems are mentioned as barriers to adoption by 52% of those polled, along with worries about user acceptance of new technologies (45%).

Customer service and/or complaint handling emerges as the most common target for workflow and associated technologies at present, cited by 34% of respondents, along with the processing of online applications and inquiries (32%).

However, new regulatory and compliance requirements, such as the demands of the Sarbanes-Oxley legislation are having much less of an impact than was expected on technology take-up in this area.

This came bottom on a list of reasons to adopt workflow technology – which is headed by the desire to introduce greater efficiencies and better productivity, plus the need to improve service.

As well as specialist packages, getting on for half (45%) of those surveyed use messaging products such as Lotus Notes or Microsoft Exchange as the base infrastructure for workflow technologies.

Overall, companies are more likely to be using a document management solution (39%), workflow software (36%) or content management systems (34%) compared to BPM software, which is a newer concept. Currently 12% of the sample have operational BPM systems in place, with 14% in the process of implementing and just 5% running pilot projects, suggesting that it may be some time before this option gains widespread appeal.

For this survey, PMP Research polled a range of UK-based organisations from a variety of industry sectors including manufacturing (18%), the financial services (16%) and the public sector (11%).

- ENDS -

Note for editors:
About PMP Research
PMP Research, founded in 1990, is the leading European independent analyst firm and part
of PMP Group Services. The firm provides bespoke research, analysis and consultancy on a
UK, European or global basis, typically within the IT, telecoms and professional services

Clients include Accenture, KPMG, AT&T, Cisco, Oracle and SAP.

PMP Research being part of the PMP Group, has access to a database of over
68,000 individuals. This unique facility reduces cost and timescales for any project

Press enquiries:
For more information please contact Jane Davies on 0870 908 8767 or email

PMP Research
15 Chiltern Business Centre
63-65 Woodside Road
Bucks HP6 6AA
Telephone : 0870 908 8767

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