How do customers see adoption value?
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Why business cases are crucial for justifying investment in adoption of collaboration applications.
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How do customers see adoption value?
- 1. 1© Sei Mani 2016 Cisco Adoption Partner Event Break Out Session How do customers see adoption value?
- 2. CAPABILITY STATEMENT ABOUT SEI MANI 2© Sei Mani 2017 Customers Strategic Partners Technology Expertise Adoption Capacity FTE Per 10k users 3 FTE Available 20 Total Simultaneous Users 600,000 Service Cover Country Presence UK, BE, NO, NL No. Languages 5 Supported Time Zones CET, EST, PST Distribution % Strategy 15 Sales 15 Delivery 70 Sei Mani was founded in 2011 to address the massive gap between the expectation of enterprises’ investment in collaboration technologies and the reality of too few people using them. We make work as easy as play. London HQ. ISO 9001/27001 Certified, Jan 2017. Core Services Change Management PMO, Comms, Value Proposition, Discovery, Culture Genius Desk Coaching, Training Video/TP UX Design, deliver enterprise video User Experiences Maturity Assessment Collaboration benchmarking Business Case Design Investment calculus Software Development Application integration Sync Adoption Performance Async Adoption Performance Customer Platform No. Users Period (months) Adoption Virgin Media WebEx Social 20,000 36 40% Euroclear WebEx Social 5,000 6 30% James Walker Jive 5,000 6 25% Virgin Media Jive 20,000 10 40% Astrazeneca Salesforce Chatter 85,000 10 350% increase 6k-27k active users Customer No. Users Period (Months) Adoption Royal Sun (SFB) 500 6 50% Arqiva (WebEx/Jabber) 2,000 4 81% Virgin Media (WebEx) 5,000 20 87% Tesco (WebEx) 9,000 5 100% audio 35% WebEx US Prof. Services. Firm (WebEx/TP) 16,000 12 60% People FTE 15 Part Time 5 Associates 30 50
- 3. Help customers build credible business cases that justify the cost of adoption ROI Case Study Landscape 3© Sei Mani 2017 Faster Info SearchCustomer Satisfaction Faster Info SearchHigher Productivity Faster Info SearchIncreased Sales Faster Info SearchReduced Travel Expense Virgin Media. Workplace Transformation Program. WebEx deployment to 5,000 knowledge workers reduced T&E expense 20% YOY Source: Colin Miles, Director of IT Services (Virgin Media) Intangible Operational Savings Reduced absence Faster comms. Process Imp. Faster Info Search Reduced Email Peer-Peer Support Faster People Search Virgin Media. Flexible Working Pilot with Cisco WebEx & WebEx Social • Employee engagement scores jumped six points. Largest jump ever recorded. Source: Thomson Reuters & Elisa Nardi, Chief People Officer (Virgin Media) Culture Change Critical Decisions Work/Life Balance Faster Info SearchEmployee Engagement Nationwide Cisco Video Collaboration • Boosted mortgage sales performance by 66 percent • Improved customer net satisfaction by 70 percent • Cut costs of sales by 66 percent Source: Cisco & Nationwide Building Society Profit/ Revenue Faster time to market Innovation Celina Insurance. 245 employees handling $65 million in premiums before social collaboration to 170 employees producing $110 million in premiums since the change. Source: IBM Reason The problem with high levels of adoption is that they cost more ( licenses, PSTN, storage, etc). Customers can’t justify the additional costs + cost of adoption without understanding the value. Investment grade business cases get them the funding they need to justify all the additional costs
- 4. How do customers see value? Calculating ROI 4© Sei Mani 2017
- 5. Policy: T&E Compensating Controls 5© Sei Mani 2017 Meeting Type Description Policy/Protocol Process/UX Need Decision Making • Decisions are made that impact the financial or operational performance of the business • Wrong decisions could be damaging to the business • Travel by exception only • Use immersive telepresence service • IT/Facilities agreement on room usage • Highest SLA • Provide concierge/white glove service • Dedicated video rooms • Service included in travel booking process Problem Solving & Innovation • Oriented around solving either a specific or general problem • Complex • Outcome is often an important decision • Can be crucial to the development of a service or product • Travel by exception only • Use telepresence service • Use multiple video apps to participate in meeting • IT/Facilities agreement on room usage • High SLA • Easy self-service booking • Dedicated video rooms • Service included in travel booking process Team Building • All-hands meetings, kick-off meetings, team building outings, and corporate events • Do Not Travel • Permit off site and/or travel to one meeting per quarter per team/dept • Use web conferencing apps for real time/video first • Use video/telepresence if available • High SLA • Easy self-service booking • Designated/dual purpose rooms • Service included in travel booking process Information Sharing • Presentations, panel debates, keynotes, lectures, product and service announcements • Primary goal is for speakers to share information with the attendees (1-2-many) • Do Not Travel • Use web conferencing apps for real time/video • Use Instant Messaging groups • Use information sharing apps to broadcast new information (Jive, SharePoint) • Make available to all knowledge workers • Easy self-service, desktop launch • High quality audio, provide headset • Mobile device enabled • Provide multiple service levels Status Update • Most common meeting type • Regular team and project meetings • Primary goal is to align the team via updates on progress, challenges, and next steps • Do Not Travel • Use web conferencing apps for real time/video • Use Instant Messaging groups • Use status update apps to broadcast new information (Jive, SharePoint) • Make available to all knowledge workers • Easy self-service, desktop launch • High quality audio, provide headset • Mobile device enabled • Provide multiple service levels Lower Value CHANGE 20%ofMeetings RUN 80%ofMeetings Higher Value
- 6. Reducing T&E – Booking & Measurement Investment 6© Sei Mani 2017 Booking Process Usage Analytics & Reporting T&E MeasurementBooking Process Usage Analytics & Reporting T&E Measurement › Deploy world class TP room booking experience so that it’s easier to use than booking travel › Prioritise video rooms in booking process › Integrate with Outlook › Use billing for cost transparency & department re- charge › Integrate with travel booking processes › Analyse & report on TP & video end point usage › Analyse & report on all web conferencing usage › Publish ‘league tables’ › Correlate usage with T&E spend › Capture country T&E costs and track against meeting technology usage › Normalise T&E claim process across Europe › Publish league tables DOMAIN Investment › Candidate Technology: Condeco › Capex cost = TBC › Candidate Technology: Synergy Sky › Capex cost = TBC › Develop reporting engine › Deploy universal T&E claim process › Capex cost = TBC
- 7. Adoption Value Creation Cycle 7© Sei Mani 2017 Sei Mani gets professional services revenue ADOPTION Customer Vendor Customer gets ROI from high levels of adoption Vendor gets increased licence revenue and guarantee of renewal
- 8. Revenue Assurance No Customer Left Behind Ready Made: Outsource your adoption service to Sei Mani 8 15%-25% Adoption 50%-60% Adoption >60% Adoption Standard Adoption Consumer Centric Product Launch Advanced Adoption Genius Desk No One Left Behind Effort (Days) Price 60 1 x FTE TBA Effort (Days) Price 20-500 1- 3 x FTE TBA Effort (Days) Value N/A Retention Cross/Up Sell © Sei Mani 2017 Sei Mani offers its adoption as a service to Cisco Partners to sell through to their customers at up to 15% margin. Some partners will fund adoption and make a profit on the value of increased licence sales and/or dramatic uplift in audio revenue. Contact Sei Mani for more information.
- 9. QUESTIONS? Leon Benjamin +44 7974 766615 leon.benjamin@sei-mani.com