Unified communications (UC) can be a truly effective tool for businesses wasting too much time switching communication devices or failing to ease employee communication. However, no matter how exceptional a company’s UC tools and ecosystem tend to be, if work processes encourage using alternatives or employees are failing to utilize the technology, the investment into such technology will not deliver any sizable return.
Instead, UC implementation requires more than a one-and-done installation process. In fact, success often relies on the follow through. After the technical implementation of UC tools has been completed, businesses must be training their employees to use the new system while tracking its UC goals to receive a return worth more than the original investment.
[tweetthis url=”http://www.selectcommunications.com/youve-installed-uc-tools-now-what/”]You installed new #UC tools for your #business – what is next? Training.[/tweetthis]
Pay Attention to Your Employees
Depending on the type of UC service, there will be some percentage of employees who may not just wish to try the new technology. Change isn’t always comfortable, and employees who may have been doing one thing a certain way for decades usually won’t be at the front lines of tech adoption. In fact, workers who have much experience with one process may be so efficient that a new technology can actually slow them down.
Training can help curb these problems. First, any major changes to UC tools shouldn’t be done in a vacuum, and any employees using the new system should have at least heard of the incoming transition and potentially had input. Second, training should be able to explain the benefits of using such a system from a personal user outlook. And finally, training should be teaching employees the goals of such a system while also providing an easy how-to.
By the time that training is finished, your employees should be ready to use the new installed UC tools. Also remember a business will want to keep any training documents handy. Whenever new employees are brought on board, they also will need to be trained, and having a dedicated course to utilizing UC functionality will help ensure there won’t be a weak link in internal communications.
Pay Attention to Your Metrics
When a business first considers UC tools, it should be stating its goals and setting the metrics that define those goals, and when installation is completed, a business needs to start gathering the data necessary to inform those metrics. There are two potential results to this task:
- You fulfill your metrics
- You don’t fulfill your metrics.
If you fulfill your metrics, then congratulations are in order, and you may be on your way to make a return on your original investment. That, however, doesn’t mean you’re done investigating your UC tools. Whenever a new process or system is put in place, there’s a good chance that further improvements can be made. Few businesses are able to put a perfect system in place the first time.
If you don’t fulfill your metrics, then a different sort of congratulations are also in order. You may not be hitting your goals just yet, but you are closer to success than when you started out. To keep on the right path, a critical look at each system—training, process and technology—needs to be done to find what exactly may be going wrong. You also may be available to pull in the eyes of your original service provider to give its two cents on the issue. Most likely, your service provider has plenty of experience that can help you determine what may be causing ROI problems.
Utilize Your Service Provider
No matter if you are getting a good return on investment or not, you should be actively talking with your service provider to find out if there’s technology or other UC tools that you can take advantage of to increase ROI. The UC field is constantly changing, and if there are no UC tools that can help improve your business at the present, there may be one in the near future. Staying in contact with your service provider will help ensure that your unified communications system is always working at its highest efficiency to serve the needs of your business.
The UC process is far from one single installation. Follow-through is an imperative part of the process, and businesses should be active in ensuring that all the necessary parts – employees, tech and service provider – are serving the goals of the business.
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