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Three Steps to Justify Your Organization’s Financial Investment in Unified Communications

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With the right approach and concrete research to back up your case, you can convince your executives to underwrite a UC solution that will significantly improve the way your organization does business.

Selling a unified communications (UC) strategy to your corporate executives may take some effort, but with a business-savvy approach and solid research to back up your case, you can convince management to underwrite a solution that will improve the way your organization does business at every level.

Demonstrate a grasp of your organization’s own processes.

The key is to understand the nature of the business and look for processes in the business that could benefit from UC. Use examples specific to your own industry and your own company to make UC’s benefits more concrete to get approval for IT investments. As an example, show corporate management a list of steps required to take orders, pointing out any delays along the way.

“Once the order leaves customer service, it often gets bogged down by a day or more waiting for credit approval,” you might explain. “If we had the ability to identify someone in accounts receivable who is able to approve the order right away, we could shrink the time from order-taking to shipment by a day or more, which would result in quicker inventory turn, better rates from our shippers and greater customer satisfaction.” – Irwin Lazar

 

Take small steps towards a larger business case.


“You will be better able to deal with the integration and management challenges of unified communications if you can demonstrate a quantifiable productivity increase,” according to Irwin Lazar of Nemertes Research. Consider Web conferencing and instant-messaging, which are two components of an overall UC strategy that may be in regular use at your organization. Discuss these capabilities and the productivity benefits they have afforded users in your organization to make a case for investing in a broader UC strategy.

Design and run a UC pilot.


In larger organizations, IT or a qualified solutions provider partner can create a pilot UC system that gives a segment of users a taste of UC benefits.

Consider designating a control group who will engage with customers using current standard operating procedures. You’ll compare this group’s interactions—the length of time called for in each step of the transaction, the speed with which steps follow one another, the outcome (sale, no sale, postponement, etc.)—with a second group taking part in the UC pilot. By comparing data points, such as the amount of time it took to locate someone to answer a question a customer had, or how rapidly a call was transferred to a member of the help desk or a person in field support, you will have evidence of places where inconsistent methods of reaching colleagues resulted in lost time, fewer sales and decreased customer satisfaction.

Find out more about developing a UC business case:

  1. Strategic guide to business phone systems
  2. How to build a business case for Unified Communications
  3. Webinar on Total Cost of Ownership and & UC Business Case