It’s no secret that paradigms like digital nomads, IoT and BYOD are shaping the way companies approach and invest in collaboration technology. For many IT and business leaders, the response to these trends involves cloud communication.
Shifts toward cloud adoption among businesses – and the potential benefits of those shifts – are documented to the point of being overstated and cliché. A simple Google search uncovers how 82% of companies saved money by shifting to cloud-based collaboration technology, 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 benefits capable of turning the heads of cloud-hesitant business leaders. The most practical and beneficial 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 finish. Lengthy conversations, one-off calls and machine-gun email blasts can underscore inefficiencies 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 suffering from an execution issue at the personnel level.
On the flip side of identifying challenges, cloud communications can help teams identify new opportunities to achieve their end goals. For instance, if a business notices a surge in call activity from a specific geographic area, they can proactively tailor their outreach efforts to better serve this contact base, perhaps having a team of representatives come in an hour early or stay an hour late to field phone calls from a different 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 benefit of cloud communication solutions is their ability to attribute cold, hard results to an individual action. Did raising rates on a product affect 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 effective as the results they provide. The 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 adoption within employee bases, the more granular the feedback, the more clarity companies gain on their monetary returns. If only a minimal number of employees are using an organization’s new web conferencing platform, odds are the IT team may need to evaluate how positive the investment really was. If a custom phone number used in a marketing campaign isn’t leading to sales conversions, marketing teams can evaluate patterns in where the calls are coming from and in response to which ads in order to optimize the campaign.
When It Comes to Collaboration Tech, Knowledge Is Power
Every organization is going to approach the topic of cloud communications with unique requirements and perspectives. The benefits reaped by one company may not translate to the next. Despite these differences, there are universal challenges to operations and collaboration that most companies encounter at some point in their life cycle. For companies with a strong command over what their organizational challenges are and a willingness to invest in a solution, or for those that know they’re struggling but haven’t yet identified why, investing in cloud communications may be worth taking the leap. At the very least, organizations can gain granular data to highlight core challenges and opportunities that will inform smarter, more holistic solution investments.
If you’re interested in learning more about the practical ways a cloud phone system can improve your day-to-day operations, read our blog post “Four Creative Ways to Use a Virtual Phone System.”