I'm an IT Manager for a Fortune 100 company and a couple of years ago ran our European B2B team, processing around $8billion of orders a year. Fax accounted for 20-30% of that order value and cost us a huge amount in manual order entry (both in effort and in terms of transcription errors). The majority of the faxes were, annoyingly, system generated - they just chose to send them by fax either by printing them out and feeding them in, or printing them to a fax driver.
We tried all manner of things to get rid of them and move our customers to other order placement mechanisms, as well as projects to implement fax OCR based solutions, but they generally fail for one reason:
- It is virtually no effort for the customer to fax us an order, so it "costs" them nothing
We tried moving them to a variety of different solutions:
Emailing structured forms: Nope, they have to re-type the fax produced by their order management system to do that
Web based order entry: Nope, they have to re-type into our forms
Systems integration: Nope, it'd cost them to get an email / FTP / HTTP / Web Services front-end put on their order management system
In the end, the best solution we found was a company in Canada who've produced a print driver for pretty much every OS. The customer loads it onto their server, PC or whatever they produce faxes from and print to that instead of their usual fax driver. That then intercepts the output and sends it to this Canadian company, who develop a map of that document format to turn it into an EDI message, which they then send to us in a standard EDI format. Because they were getting in before the data was transformed into an image, they could process it and send it, rather than trying to deal with some fuzzy, misaligned image after the fact. Great little idea.
So, I guess, as I said, the main problem with getting rid of faxes is that, generally, it's the supplier of a service who picks up the tab for them being unwieldy, unreadable and un-processable. There's no incentive for the customer to change - after all, the supplier should just be glad they're getting the custom.