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Confidential2
The Productivity Effect: The Productivity Effect: A Survey of IP PBX CustomersA Survey of IP PBX Customers
Prepared for Cisco SystemsPrepared for Cisco Systems
January 2003
Confidential3
Key FindingsKey Findings
Confidential4
Measuring IT Staff BenefitsMeasuring IT Staff Benefits
• For example, 72% report that IPT has resulted For example, 72% report that IPT has resulted in faster MACs. Of these customers, the in faster MACs. Of these customers, the average benefit is 1.5 hour saved per event.average benefit is 1.5 hour saved per event.
Realized IT Benefit
Percent of Population Receiving the Benefit
Average Benefit Level Experienced
Faster moves, adds, or changes 72% 1.5 hrs per move
New office opening completed quicker 55%3.8 weeks per new office
opening
Improved productivity within the IT dept. 45% 5.4 hrs/wk, or 35 days per year
IT staff time saved as end users can use telephony features without help
43%5.5 hrs/wk/IT employee
involved with phone support
Reduced need for IT staff to travel 42%13 hrs/mo/IT employee, or 19
days per year
Confidential5
Measuring Non-IT User BenefitsMeasuring Non-IT User Benefits
Realized Non–IT Benefit
Percent of Population
Receiving the Benefit
Average Benefit Level Experienced
Easier move, add, or change process allows employees to move workspaces more often
71% 3 more moves per year
Improved corporate headquarters employee productivity
51%Saves 4 hrs per HQ employee per
week, or 26 days a year
Less telephone tag for all employees
50%3.9 hours week per employee, or 25
days per year
Improved remote office employee productivity
48%4.3 hours per remote office
employee per week, or 28 days per year
Improved telecommuter productivity
47% 5 hrs per week, or 33 days per year
Confidential6
The Continuum: IPT & End User ProductivityThe Continuum: IPT & End User Productivity• Most people who realize a benefit at all, realize it within 6 Most people who realize a benefit at all, realize it within 6
monthsmonths
Q21: For each of the end user benefits you have realized as a result of implementing IP telephony solutions, when did you begin to realize these benefits?
Note: Chart does not include respondents who selected “Do not know.”
0%
20%
40%
60%
80%
100%
InitialDeployment
Within 6 months Within 6-12months
Within 12-24months
In 24+ months
Easier move, add, orchange N=65
Improved corporateheadquarters employeeproductivity N=44
Less telephone tag forall employees N=45
Improved remote officeemployee productivity N=44
Improved telecommuterproductivity N=42
Confidential7
The Continuum: IPT & IT ProductivityThe Continuum: IPT & IT Productivity
Q20: For each of the IT benefits you have realized as a result of implementing IP telephony solutions, when did you begin to realize these benefits?
Note: Chart does not include respondents who selected “Do not know.”
0%
20%
40%
60%
80%
100%
InitialDeployment
Within 6 months Within 6-12months
Within 12-24months
In 24+ months
Faster moves, adds, orchanges to improve ITstaff efficiency N=68
New office openingcompleted quicker N=51
IT staff time savedbecause end users canuse telephony featuresw/out assistance N=40Improved productivitywithin IT organizationN=43
Reduced need for IT staffto travel N=33
Confidential8
Drivers & DeterrentsDrivers & Deterrents
Confidential9
IP Telephony Deployment Drivers (1)IP Telephony Deployment Drivers (1)
• IPT drivers are quite diverseIPT drivers are quite diverse• Both productivity and non-Both productivity and non-
productivity items are productivity items are widely citedwidely cited
• ““Other” productivity benefits Other” productivity benefits mentioned include mentioned include compatibility with existing compatibility with existing systems and applications, systems and applications, simplified management, and simplified management, and ease of installation in ease of installation in remote officesremote offices
• ““Other” factors mentioned Other” factors mentioned include ease of use and include ease of use and administrationadministration
Q9: What factors motivated your company’s decision to deploy an IP telephony solution? N=100 except for “other productivity benefit” N=28 and “other factor”
N=20. Options: Very unimportant, somewhat unimportant, neutral, somewhat important, very important.
50%
46%
64%
65%
66%
75%
0% 25% 50% 75% 100%
% of responses "somewhat" or "very" important
Other factors
Call center volumeincreases
Other productivity benefits
Employee productivity gains
Need to standardizeequipment
Cost savings
Confidential10
IP Telephony Provides Competitive AdvantageIP Telephony Provides Competitive Advantage
• Two-thirds agree Two-thirds agree that IP telephony that IP telephony provides their provides their company with a company with a competitive competitive advantageadvantage
12%
22%
66%
13%
13%
75%
10%
32%
58%
13%
22%
65%
0% 25% 50% 75% 100%
% of respondents
Total
50-499
500-4,999
5,000+
Agree
Neutral
Disagree
Q11: Please rate your agreement with the following statement. IP telephony provides my company with a competitive advantage over other companies in our industry.
N=100
Confidential11
IP Telephony IT Benefits: IP Telephony IT Benefits: ProductivityProductivity
Confidential12
IT Time Saved: Faster Moves, Adds and IT Time Saved: Faster Moves, Adds and ChangesChanges
• One-third save two One-third save two hours or more hours or more each time an each time an employee is employee is movedmoved
2%
39%
26%
21%
12%
0% 25% 50% 75% 100%
% of respondents
Other
Up to 1 hour permove
1 – 2 hours
2 - 3 hours
More than 3hours
Q22: How much time is saved in IT staff time per move as a result of a faster move, add, change process? N=66
Note: Chart does not include respondents who selected “Do not know” or “Don’t measure this benefit.”
Confidential13
IT Time Saved: New Office OpeningIT Time Saved: New Office Opening
• More than 60% More than 60% save two weeks or save two weeks or more when they more when they open a new officeopen a new office
16%
24%
28%
14%
10%
6%
4%
0% 25% 50% 75% 100%
% of respondents
Up to 1 week is saved
1 – 2 weeks
2 – 4 weeks
4 – 6 weeks
6 – 8 weeks
8 – 12 weeks
12+ weeks
Q36: How many fewer weeks does it take to set up a new office building with IP telephony as compared to without IP telephony? (Measure timeline from the day IT staff begin to
install IT infrastructure in the new building to the day the IT infrastructure is ready to go live.) N=51
Note: Chart does not include respondents who selected “Do not know” or “Don’t measure this benefit.”
Confidential14
IT Time Saved: End User SupportIT Time Saved: End User Support
• More than half More than half report saving five report saving five or more hours or more hours because end users because end users complete tasks complete tasks without assistancewithout assistance
11%
16%
22%
14%
19%
19%
0% 25% 50% 75% 100%
% of respondents
Up to 1 hour
1 – 3 hours
3 – 5 hours
5 – 7 hours
7 – 9 hours
More than 9hours
Q34: How much time per IT employee per week is saved because end users can complete tasks without assistance from the help desk? N=37
Note: Chart does not include respondents who selected “Do not know” or “Don’t measure this benefit.”
Confidential15
IT Time Saved: Within the IT OrganizationIT Time Saved: Within the IT Organization
• Half report the IT Half report the IT dept. saves five or dept. saves five or more hours per more hours per week because of week because of IP telephony IP telephony implementationimplementation
0%
3%
26%
21%
21%
5%
24%
0% 25% 50% 75% 100%
% of respondents
Less than 30 minutes
30 minutes - 1 hour
1 – 3 hours
3 – 5 hours
5 – 7 hours
7 – 9 hours
More than 9 hours
Q35: How much time is saved per week within the IT organization as a result of IP telephony implementation? N=38
Note: Chart does not include respondents who selected “Do not know” or “Don’t measure this benefit.”
Confidential16
IT Time Saved: Reduced TravelIT Time Saved: Reduced Travel
• More than half More than half report saving 8 report saving 8 hours or more per hours or more per month because of month because of the IT staff’s the IT staff’s reduced need to reduced need to traveltravel
14%
28%
31%
11%
17%
0% 25% 50% 75% 100%
% of respondents
Less than 4hours
4 – 8 hours
8 – 16 hours
16 – 24 hours
24 or morehours
Q30: How much time is saved per IT employee per month as a result of the reduced need to travel? N=36
Note: Chart does not include respondents who selected “Do not know” or “Don’t measure this benefit.”
Confidential17
IP Telephony IT Benefits: Non-ProductivityIP Telephony IT Benefits: Non-Productivity
Confidential18
Money Saved: Less Cabling RequiredMoney Saved: Less Cabling Required
• Almost two-thirds Almost two-thirds report saving report saving $5,000 or more per $5,000 or more per year on cabling year on cabling expensesexpenses• ““Other” response Other” response
included up to included up to “50%” of cabling “50%” of cabling expenseexpense5%
10%
21%
26%
24%
5%
10%
0% 25% 50% 75% 100%
% of respondents
Other
$999 or less
$1,000 - $5,000
$5,001 - $10,000
$10,001 - $50,000
$50,001 - $100, 000
$100,000+ per year
Q25: By how much has cabling expense decreased per year as a result of implementing IP telephony? N=42
Note: Chart does not include respondents who selected “Do not know” or “Don’t measure this benefit.”
Confidential19
Money Saved: Decreased Equipment ExpensesMoney Saved: Decreased Equipment Expenses
• More than half report More than half report saving $10,000 per saving $10,000 per year or more on year or more on equipment equipment expenses*expenses*• ““Other” respondents Other” respondents
had difficulty had difficulty quantifying the quantifying the amount of money amount of money savedsaved
10%
7%
13%
17%
20%
20%
13%
0% 25% 50% 75% 100%
% of respondents
Other
$999 or less
$1,000 - $5,000
$5,001 - $10,000
$10,001 - $50,000
$50,001 - $100, 000
$100,000+ per year
Q24: By how much has equipment expense decreased per year as a result of implementing IP telephony? N=30
Note: Chart does not include respondents who selected “Do not know” or “Don’t measure this benefit.”
*Due to small sample size, results are considered directional only.
Confidential20
Money Saved: Decreased Reliance on Money Saved: Decreased Reliance on External VendorsExternal Vendors
• More than half report More than half report saving $5,000 or more saving $5,000 or more per month on external per month on external vendors’ support and vendors’ support and servicesservices• Increases with Increases with
company size*company size*• ““Other” responses Other” responses
indicated this benefit indicated this benefit was non-monetarywas non-monetary
3%
13%
25%
22%
19%
13%
6%
0% 25% 50% 75% 100%
% of respondents
Other
$999 or less
$1,000 - $5,000
$5,001 - $10,000
$10,001 - $25,000
$25,001 - $50,000
Over $50,000 per month
Q31: How much money is saved per month due to decreased reliance on external vendors for support, services? N=32
Note: Chart does not include respondents who selected “Do not know” or “Don’t measure this benefit.”
*Due to small sample size, results are considered directional only.
Confidential21
Money Saved: Decreased Office Rental Money Saved: Decreased Office Rental ExpensesExpenses
• Three-quarters Three-quarters report saving report saving $5,000 or more per $5,000 or more per month on office month on office rental expenses*rental expenses*
0%
22%
35%
13%
17%
13%
0% 25% 50% 75% 100%
% of respondents
$999 or less
$1,000 - $5,000
$5,001 - $10,000
$10,001 - $25,000
$25,001 - $50,000
Over $50,000 per month
Q32: By how much has office rental expense decreased per month as a result of more employees being able to work from home? N=23
Note: Chart does not include respondents who selected “Do not know” or “Don’t measure this benefit.”
*Due to small sample size, results are considered directional only.
Confidential22
IP Telephony End-User Benefits: IP Telephony End-User Benefits: ProductivityProductivity
Confidential23
End-User Time Saved: Changing WorkspacesEnd-User Time Saved: Changing Workspaces
• Faster MACs are often Faster MACs are often thought of as an IT thought of as an IT staff benefit; this staff benefit; this research shows that research shows that non-IT employees also non-IT employees also benefit by moving benefit by moving workspaces more workspaces more oftenoften• This was a benefit we This was a benefit we
heard about in the heard about in the Phase 1 focus groups; Phase 1 focus groups; the survey confirms that the survey confirms that it is a relevant benefit to it is a relevant benefit to manymany
3%
26%
29%
21%
16%
5%
0% 25% 50% 75% 100%
% of respondents
Other
1 more moveper year
2 – 3 moremoves
4 – 5 moremoves
6 – 7 moremoves
More than 7moves
Q39: How much more frequently does each employee move workspaces per year with an IP telephony solution compared to without an IP telephony solution? N=38
Note: Chart does not include respondents who selected “Do not know” or “Don’t measure this benefit.”
Confidential24
End-User Time Saved: Corporate End-User Time Saved: Corporate HeadquartersHeadquarters
• More than half of More than half of corporate corporate headquarters headquarters employees saves 3 employees saves 3 or more hours per or more hours per week because of week because of increased use of increased use of telephony featurestelephony features13%
31%
18%
21%
10%
8%
0% 25% 50% 75% 100%
% of respondents
Up to 1 hour
1 – 3 hours
3 – 5 hours
5 – 7 hours
7 – 9 hours
More than 9hours
Q44: How much time is saved per employee at corporate headquarters per week as a result of improved use of telephony features? N=39
Note: Chart does not include respondents who selected “Do not know” or “Don’t measure this benefit.”
Confidential25
End-User Time Saved: Less Telephone TagEnd-User Time Saved: Less Telephone Tag
• More than half of More than half of employees save employees save three or more three or more hours per week hours per week because of less because of less telephone tagtelephone tag• That’s more than That’s more than
150 hours per 150 hours per employee per yearemployee per year
19%
24%
30%
8%
11%
8%
0% 25% 50% 75% 100%
% of respondents
Up to 1 hour
1 – 3 hours
3 – 5 hours
5 – 7 hours
7 – 9 hours
More than 9hours
Q42: How much time is saved per employee per week as a result of less telephone tag? N=37
Note: Chart does not include respondents who selected “Do not know” or “Don’t measure this benefit.”
57%!57%!
Confidential26
End-User Time Saved: Remote Office EmployeesEnd-User Time Saved: Remote Office Employees
• More than 60% of More than 60% of remote office remote office employees save 3 employees save 3 or more hours per or more hours per week with week with improved access improved access to telephony to telephony featuresfeatures
10%
28%
30%
15%
8%
10%
0% 25% 50% 75% 100%
% of respondents
Up to 1 hour
1 – 3 hours
3 – 5 hours
5 – 7 hours
7 – 9 hours
More than 9hours
Q45: How much time is saved per employee at remote offices per week as a result of improved access to telephony features? N=40
Note: Chart does not include respondents who selected “Do not know” or “Don’t measure this benefit.”
Confidential27
End-User Time Saved: TelecommutersEnd-User Time Saved: Telecommuters
• More than half of More than half of telecommuting telecommuting employees save 5 or employees save 5 or more hours a week more hours a week with remote access to with remote access to IP telephony featuresIP telephony features• ““Other” responses Other” responses
indicated this benefit indicated this benefit was not measured in was not measured in time savingstime savings3%
11%
18%
16%
21%
13%
18%
0% 25% 50% 75% 100%
% of respondents
Other
Up to 1 hour
1 – 3 hours
3 – 5 hours
5 – 7 hours
7 – 9 hours
More than 9hours
Q43: How much time is saved per telecommuting employee per week as a result of remote access to IP telephony features? N=38
Note: Chart does not include respondents who selected “Do not know” or “Don’t measure this benefit.”
Confidential28
End-User Time Saved: Internal Dialing PlansEnd-User Time Saved: Internal Dialing Plans
• One third report that One third report that employees save three employees save three or more hours a week or more hours a week with internal dialing with internal dialing plans for nationwide plans for nationwide officesoffices• ““Other” responses Other” responses
indicated this benefit indicated this benefit was not measured in was not measured in time savingstime savings
Q53: How much time is saved per employee per week as a result of internal dialing plans for nationwide offices? N=36
Note: Chart does not include respondents who selected “Do not know” or “Don’t measure this benefit.”
3%
14%
25%
25%
19%
8%
6%
0% 25% 50% 75% 100%
% of respondents
Other
Less than 30minutes
30 minutes - 1hour
1 – 3 hours
3 – 5 hours
5 – 7 hours
More than 7 hours
33%!33%!