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• Unified Messaging ROI

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  Davide Petramala

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  Unified Messaging ROI

  Calculating the Return on Investment (ROI) for investing in unified messaging is critical in understanding its business value, especially when migrating from an existing voice mail platform that is operational or is end of life. By focusing on investment and revenue, you can determine your rate of return and make a solid business case for migrating from voice mail to Unified messaging.
  
  Savings and Generated Revenue
  When determining ROI for unified messaging, you should consider the revenue that will be a direct result of implementing the new technology, as well as the savings that your business will incur. There are two major areas where unified messaging savings and profit can be quantified.
  
  1. Employee Productivity. Consider how much time each employee is likely to save with the implementation of unified messaging. Using an average hourly salary for all of your employees, you can add up the savings per week, per month, or per year. For a conservative estimate, you will probably want to account for those employees who may not use the time savings productively, probably halving the final total. For example, unified messaging saves employees in Company A an average of 30 minutes per day. If the average hourly wage is $30 per hour, you can estimate a savings of $15 saved per employee per day. Added up between all employees for a month or a year, even when cutting the total in half to account for less productive employees, this can quickly amount to millions in savings.
  
  2. Increased Sales and Better Customer Service. The time saved from using unified messaging can be dedicated to taking more calls, which cuts down on hold times and can increase sales that may have been lost due to missed opportunities. Also, when employees are able to quickly consult with their co-workers and get customers the information they need, the result will be faster resolution times, increased sales, and a decrease in call lengths (leading to more calls answered). Determine the average number of sales that are typically closed and your total sales revenue. When you factor in more calls being taken, along with shorter hold times, decreased call lengths, faster resolutions, and a better customer perception of your business, you can determine a reasonable estimate of your increased sales.
  
  • 22 Mar 2011, 10:24 pm
  Davide Petramala wrote: > Calculating the Return on Investment (ROI) for investing in unified > messaging is critical in understanding its business value, especially > when migrating from an existing voice mail platform that is > operational or is end of life. By focusing on investment and > revenue, you can determine your rate of return and make a solid > business case for migrating from voice mail to Unified messaging. > > Savings and Generated Revenue > When determining ROI for unified messaging, you should consider the > revenue that will be a direct result of implementing the new > technology, as well as the savings that your business will incur. > There are two major areas where unified messaging savings and profit > can be quantified. > > 1. Employee Productivity. Consider how much time each employee is > likely to save with the implementation of unified messaging. Using > an average hourly salary for all of your employees, you can add up > the savings per week, per month, or per year. For a conservative > estimate, you will probably want to account for those employees who > may not use the time savings productively, probably halving the final > total. For example, unified messaging saves employees in Company A > an average of 30 minutes per day. If the average hourly wage is $30 > per hour, you can estimate a savings of $15 saved per employee per > day. Added up between all employees for a month or a year, even when > cutting the total in half to account for less productive employees, > this can quickly amount to millions in savings. > > 2. Increased Sales and Better Customer Service. The time saved from > using unified messaging can be dedicated to taking more calls, which > cuts down on hold times and can increase sales that may have been > lost due to missed opportunities. Also, when employees are able to > quickly consult with their co-workers and get customers the > information they need, the result will be faster resolution times, > increased sales, and a decrease in call lengths (leading to more > calls answered). Determine the average number of sales that are > typically closed and your total sales revenue. When you factor in > more calls being taken, along with shorter hold times, decreased call > lengths, faster resolutions, and a better customer perception of your > business, you can determine a reasonable estimate of your increased > sales.