I'm looking for statistics revealing the cost savings or ROI...related
to implementing Instant Messaging (IM) within a large enterprise and
or a SMB offering IM to its customers. Statistical evidence such as
the reduction of phone calls, time related to leaving voicemail, time
lost playing phone tag, reduction of internal email . Also things
like how IM impacts the speed at which work is done..which provides a
human cost savings both from how long it takes someone to occomplish
their task, etc. This is my very first question I hope I've provided
enough detail... |
Request for Question Clarification by
omnivorous-ga
on
18 Jul 2003 17:21 PDT
Tomsmail --
This is an area with which I'm pretty familiar. It's pretty hotly
debated -- whether or not there's a role for IM in large enterprises.
The downsides are distraction + lack of security.
I think that you'll have trouble finding stats because the market
research companies have all made the observation above. That said:
would you be happy with some case histories where it's been
successful?
I'm aware of one company using it VERY successfully to coordinate the
work of people throughout the world (though I'm not sure that anyone's
done a case history on them).
Best regards,
Omnivorous-GA
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Clarification of Question by
tomsmail-ga
on
18 Jul 2003 18:26 PDT
Omnivorous...good name btw. I am a little more than familiar with the
topic as my company has created a very unique Secure Instant Messaging
Product. One of the analysts did report on the cost savings vis-a-vis
phone and email savings. But it was thin in scope at best.
I was looking for more depth.....if it was possible. For instance I
can't remember the last time I left a voicemail to someone in my own
company. Once you bring strong authentication and encryption to the
game its a very compelling form of communication (in some cases the
best form).
But thank you for reviewing my question...
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Request for Question Clarification by
omnivorous-ga
on
19 Jul 2003 07:26 PDT
Tomsmail --
I suspect that some companies (particularly IM service suppliers) are
studying this intently. However, finding detailed data at this early
stage of market development is unlikely because of its high value.
Again, if case studies of successful IM implementations would be
valuable to you, I'd be glad to research it -- and I'll also go after
whatever I can find from the 30 or so technology research companies.
That said, a friend in Seattle once told me: "There are two kinds of
companies: voice mail companies and e-mail companies. If you want to
get a message to Bill Gates, it has to go via e-mail. If you want to
get a message to Craig McCaw (founder of McCaw Cellular, not AT&T
Wireless), it had better be in a voice message."
Best regards,
Omnivorous-GA
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Clarification of Question by
tomsmail-ga
on
19 Jul 2003 08:16 PDT
Omnivorous,
Let me start with the last comment first. Simply stated technology
evolves...it is speculated that by the year 2005/6 (I can't remember
who said this but it was IDC, or Gartner) Instant Messaging address
names will exceed email. Consider for a moment the fact that as
recent as 1999 at least 50% of all international correspondance was by
fax.
IM adoption within the enterprise has escalated to such a degree that
both the SEC and NASD have proclaimed to their respecitive member
firms that IM must be treated just as any other digitized electronic
communication...meaning it must be archived for a period of three
years,etc. OR BE REMOVED FROM USE.
I'm interested in getting ROI data for whatever I can that is related
to supporting the fact that IM is here and is here to stay.
Your suggestion of offering case histories would not be enough, though
it would be a start. I need hard data and a lot of it. In support of
that statement i'm willing to increase my List Price and will consider
this today.
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