Page 4 - Telecom Reseller May-June 2017

FERENCHAK
4 Telecom Reseller
May/June 2017
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and how, according to Intuit and Emergent Research, cloud adoption among SMBs is projected to spike some 41% by 2020. On top of those trends, Cisco estimates cloud communications help employees salvage a shocking 75% of their workday.
While these statistics are powerful, cost savings and productivity gains may not be the most impactful bene ts capable of turning the heads
of cloud-hesitant business leaders. e most practical and bene cial utilization of cloud-based collaboration technology may be leveraging it to identify, evaluate and solve organizational challenges. By capturing and analyzing the right data from their cloud phone systems, enterprises and SMBs alike can learn how to create a more goal-oriented work environment.
WHAT YOU CAN LEARN FROM YOUR CLOUD PHONE
YOUR OPERATIONS DON’T ALIGN WITH END GOALS
Data that highlights how workforces spend their time can immediately be leveraged to solve common business challenges. Cloud phones give operations teams, project leads and executives quantitative
and qualitative data to track internal and external collaborations from start to nish. Lengthy conversations, one-o calls and machine-gun email blasts can underscore ine ciencies that can be tied to a lack of quality collaboration that permeates the rest of a project. In addition, if web meetings or live chats aren’t resulting in goal-oriented outcomes, like updating a Salesforce record or closing out a task,
it’s possible a business may be su ering from an execution issue at the personnel level.
On the ip side of identifying challenges, cloud communications can help teams identify
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new opportunities to achieve their end goals.
For instance, if a business notices a surge in call activity from a speci c geographic area, they can proactively tailor their outreach e orts to better serve this contact base, perhaps having a team of representatives come in an hour early or stay an hour late to eld phone calls from a di erent time zone.
All companies require a foundation of information in order to update operations and greenlight new investments. Armed with the granular day-to-day activity insight provided by cloud communication systems, business leaders can make smarter investments in areas like technology, processes and personnel.
YOUR PROCESSES ARE – OR AREN’T – EFFECTIVE
A key bene t of cloud communication solutions is their ability to attribute cold, hard results to an individual action. Did raising rates on a product a ect the number of customer service calls a team received? Did a Skype presentation result in the customer receiving a proposal? Having data-based answers to these questions makes it simpler for business leaders to learn which initiatives are successful and why.
Experiments are only as e ective as the results they provide. e sooner IT teams and executives know the impacts and results of their initiatives and investments, the better informed they will be when making the next decision in the process.
HOW MUCH ROI YOU’RE GAINING
In any organizational initiative, the rubber
meets road at ROI attribution. And in cases like marketing and sales campaigns or new technology
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