Digital workplace analytics: are you measuring your success?
- Posted on September 6, 2016
Many companies are moving to Office 365 to help transform their employee experience – making it easier than ever for employees to access the information they need, when they need it and also collaborate with people inside and outside their organizations. However, most companies deploy Office 365 without a clear objective of the value they are trying to drive for their business or a strategy for realizing that value. They hope that it will make their employees more productive, but they can’t tell you exactly how or why – and they can’t measure ROI.
When deciding which digital workplace tools might be best for your organizations, there are a couple of basic rules that always hold true: start with the outcome in mind when choosing a solution, and have a plan for how you will measure success.
Consider our work with a large telephone company, for example. This client was looking to drive efficiencies among one of its mission critical departments – the call center. We defined clear business goals we wanted to achieve around average call handling time, customer satisfaction and agent satisfaction. We created a Digital Workplace for the call center agents that delivered all the information, applications and collaboration those agents needed in one place in the context of their daily work and set up the metrics to measure usage, behaviors and business value achieved. As a result, agents were able to handle calls 23 percent faster, customer satisfaction levels went up 15% and the company realized $8 million in annual savings.
With that example in mind, here are the top three benefits of applying analytics to your digital workplace investments:
- Improved employee engagement – Gallup research has shown that as many as 87 percent of employees worldwide are not engaged. Because six of the 12 key factors examined in Gallup’s polls can be influenced by digital workplace technology and measured using today’s tools, companies have an opportunity to leverage these insights around usage to tailor their investments in a way that best meets employees’ needs.
- Greater influence on culture and behaviors – A proper change enablement program starts with insight into how tools are currently being used, and the behaviors that those patterns are producing. For example, if a company’s goal is to increase connectedness among geographically dispersed colleagues, it might start by examining the level of questions posed and answers given in Yammer communities.
- Ability to draw correlations with key business metrics – Digital workplace analytics can help highlight relationships between usage/adoption and measures of business value, like higher employee engagement scores, or improved sales quotas, depending on the company’s objectives.
Measuring adoption and ROI of your investments is easier than it’s ever been [CLICK TO TWEET] Today’s analytics solutions are far more sophisticated than they were just a few years ago, and they’re only getting smarter. For example, Avanade has developed tools to collect data from multiple technologies, aggregate that data in the cloud, anonymize it if necessary and render the outputs in flexible and graphically pleasing ways that lets our clients zero in on what’s most relevant. They can tell you not only who is using your tools, but how they’re using them, by aggregating usage data from digital solutions such as Skype for Business, Office 365 or SharePoint and this level of insight can be a powerful force for change within the business.