Benefits of Fixed Mobile Convergence There are three types of savings an organization can make from a convergent solution: call costs, infrastructure, and productivity. Savings delivered through convergence Although call cost savings are the easiest to measure, they provide the least scale for savings. More benefits can be derived through infrastructure efficiencies and productivity. Infrastructure savings are delivered through fixed-line replacement strategies and greenfield site deployments. This impacts the CAPEX and ongoing OPEX requirements of owning a fixed and mobile fleet.
While providing the greatest opportunity for organizations to derive benefits from convergence, productivity and improved business processes are also the hardest to quantify. For example, while a converged voicemail solution may save an employee five minutes of effort a day, the real benefit may not directly be derived through having an extra five minutes for ‘productive’ work.
The benefits may, in fact, be delivered through customer satisfaction and repeat business as a result of improved response times. However, most businesses now measure customer satisfaction as a key performance indicator. Therefore, the increase in productivity and potential process re-engineering that can be achieved will positively impact customer satisfaction levels.
- Extending fixed-line call features to mobile handsets
- Reducing call costs
- Improving the responsiveness of the business
- Delivering control – for instance, for compliance with FSA regulations
- Reducing duplication
- Ease of extending the capacity
- Improving productivity
The use of converged solutions also enables the workforce to be more productive through mobile access to direct-dial extensions and conferencing. Employees can respond faster to voicemails and benefit from reduced telephone tag as they can answer more calls the first time. The following examples illustrate specific productivity gains: Consultants within a Healthcare Consulting company achieved a 10 to 15% productivity gain due to reduced telephone tag.
Carers at a Home Care Services company achieved 60 minutes each day per employee due to fewer voicemails, more calls answered the first time, and reduced telephone tag. A specialist call center within a Travel Insurance company handled 25% more calls due to the increased responsiveness of the staff. An Universityachieved one hour saved per day for IT support staff, minimizing delays in reaching colleagues to issue job instructions or resolve issues.
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Within a Hospital, nurses were able to save at least 10 minutes each time they retrieved patient results by accessing and checking results irrespective of location within the hospital. Productivity benefits can be relatively difficult to quantify and are best addressed on an individual basis. However, financial savings can be found by calculating, for example, phones, the number of minutes saved per day through enhanced communications and business processes (e.g., time wasted unnecessarily visiting the office to pick up desk-based voicemails or job schedules).
In addition, the ability to rapidly and consistently answer inquiries and client calls can ensure that a client is gained and maintained owing to a better standard of service. Although more difficult to measure, research has shown that softer benefits can lead to quantifiable revenue, customer satisfaction, customer retention, and work rate or cost-saving improvements for enterprises. One simple solution is a feature-rich Business SIM enabling Voice, SMS & Data 3G, and HSDPA whilst roaming.
This mobile SIM provides the business with full control over calls and texts nationally on the hosted network and whilst Roaming. In addition, the SIM provides connectivity to defined private mobile networks and access to a common core for application activation. The mobile is enhanced by providing short code dialing to other extensions in the business and support for the same feature dialing provided on fixed-line handsets, enhancing application integration.
The MNO or MVNO provides for number portability, ensures that users can maintain their existing phone numbers, and avoids any disruption to the dialing experience for the end-user; no user training is required.