Small businesses to adopt 'paper-light' strategies by 2025

Small and medium-sized businesses (SMBs) are predicted to adopt paper-light strategies and face challenges in customer communication by 2025, according to insights from Quadient.

Phil Jones, Senior Business Development Director, UKI at Quadient, highlighted the trend toward a "paper-light" approach for SMBs. "In 2025, 'paper-light' will be the name of the game for small businesses, as sustainability becomes more nuanced and thoughtful. While the goal of going paperless once held allure, businesses are now recognising that a balance is more realistic and, frankly, more considerate of customer preferences. Consumers still value tangible, printed documents – whether it's medical test results or a hard-copy receipt – and for many, physical paper remains a meaningful touchpoint in the digital age," he said.

Jones elaborated on the shift towards a balanced use of digital and physical documents. "Next year, we'll see small businesses turning to 'paper-light' strategies: using digital for what makes sense but keeping physical documents for essential interactions. It's about thoughtful use rather than total elimination. By reducing paper use where possible without cutting it out completely, companies can meet sustainability goals without alienating customers who appreciate a physical connection. This shift reflects a mature approach to automation that's customer-centric and environmentally conscious. The result? A mindful middle ground, where paper use is purposeful, sustainable, and still personal," he added.

Additionally, the rise in consumer expectations for communication quality is set to influence SMB operations significantly. Antony Paul, Head of Global Product at Quadient, commented on the expected pressures facing small businesses. "In 2025, consumer expectations for quality customer communication will be at an all-time high, pushing even the smallest businesses to meet the same standards as major enterprises. People will expect every piece of content they receive – whether from a local shop or a global corporation – to be sophisticated, visually appealing, and highly relevant. This shift means that smaller businesses can no longer afford to rely solely on manual processes or outdated tools for document management," he stated.

Automation is seen as a crucial element for SMBs to address these heightened demands. "Automation in document production, sharing, and design will become essential for smaller businesses to deliver the high-calibre, personalised messaging customers now demand. As digital-first experiences grow, small businesses will need to embrace digital and AI-powered solutions to keep up with the volume and complexity of modern communications. By using automation, smaller organisations can efficiently create tailored, impactful customer interactions, meeting rising consumer standards without overstretching resources," Paul noted.