Back-Office Service Industry Increasingly Polarized
The document management services and customer service process support sector in Poland is growing at a steady pace of 15 – 25% per year. The position of companies which offer comprehensive solutions in this area is becoming increasingly stronger. No more than five major players will remain on the market in the next few years.
The last year was the period of another growth on the back-office service market. Its condition largely depends on the situation in individual customer groups. Customers from banking and insurance industries are currently seen as the most stable. On the other hand, the telecommunications market is changing dynamically.
The biggest change has been observed in the power and utilities market. The competition for customers between key players in that sector is becoming more and more intense. Frequently they do not have any internal competition and they look with interest at offers of companies such as ArchiDoc. This market has the greatest growth prospects from the point of view of outsourcers. The same applies to public administration. However, in spite of its huge potential, it still uses third-party services only to a limited extent.
Not only documents
Simple services make up the majority of the back-office market. The majority of Polish companies already subcontract archiving, scanning, data entering and mass printing. More and more often mature companies decide to outsource more advanced processes which are connected to handling customer matters and which directly affect an organization’s image. The result is the increasing number of outsourced hotlines, customer service offices, mailrooms as well as HR and payroll services.
Quality more important than price
Nowadays the price of the service outsourced is not the only factor determining attractiveness of a given offer for the customer. Apart from financial benefits customers expect first of all service quality as well as smooth and stable cooperation.
Throughout the last few years we have been observing the strengthening of the position of organizations on the document and information circulation services market which are becoming increasingly better at coping on this competitive market thanks to their references, scale of activities and the quality of offered solutions. It is only the matter of time before smaller players or their contracts are taken over by industry leaders. In a few years no more than 5 large entities will remain in the market and they will share this ever growing cake among themselves
President of Board, ArchiDoc SA