January 13th, 2021

RELATED GUIDE

How IT Leaders Can Support A Safe Return To Work

Data breaches. Compliance. Service disruption. As an IT leader, these are among the many concerns that may keep you up at night.

Although there are workplace analytics that IT professionals will always care about, COVID-19 has changed the game for everyone.

It’s important to learn the new rules of the game, although some of them may seem a bit outside of the IT wheelhouse.

We’ve compiled a list of the metrics you need to consider for your workplace analytics this year so your team can consistently add value to the entire organization.

Traditional IT metrics

We were all reminded of how internet-dependent we’ve become when Google’s and Slack’s recent disruptions temporarily halted productivity. Here are a few basic IT metrics to keep in mind as you consider the impact your department has on the company’s performance and bottom line.

Network uptime

An hour of downtime costs medium-sized companies $215,000, according to research by the Aberdeen Group. That’s an expense you can’t afford — and one you can avoid by taking a few proactive steps.

Network monitoring company Spiceworks offers these recommendations for reducing network downtime:

  • Test server backups regularly
  • Protect your physical IT infrastructure from issues such as water damage or frayed cables
  • Use software to monitor the health of your servers
  • Update devices regularly

The size of your technology stack

A complex technology stack can be more costly than you realize. A report by Blissfully found employees use eight different apps daily at a mid-sized company.

You also need to consider the cost of unused software subscriptions. The average company spends $710 per month on unused software licenses, according to the same report.

The beginning of the year is a good time to evaluate which technologies employees are actually using, which subscriptions may be duplicate or “orphaned”, and which ones you no longer need.

Work with your HR team and technology to ensure they notify your department when an employee leaves so you can cancel or transfer any software licenses.

User adoption rates

What is your software user adoption rate? If your metrics suggest people are abandoning your software, find out why. Is the software no longer needed? Has it been replaced with something more effective, like meeting room booking? Do employees avoid using it due to insufficient training?

Based on your findings, you might need to consolidate your software. If a few programs perform similar functions, do you need all of them? What integrations are possible with your core programs? Is there something new altogether that would do the job better?

Employees using multiple programs to perform similar functions have increased frustration and decreased productivity when they have to switch between too many apps, costing the company time and money.

Always keep the end-user in mind when making software decisions and involve them in the decision process.

A salesperson, who would much rather be meeting with people than wrestling with a slow or non-intuitive app, might have a lower frustration threshold as the reduced productivity will make it harder to meet quotas.

IT budget vs actual spend

When analyzing your IT budget compared to actual spending, make sure you’re keeping your costs in check. Seemingly minor oversights — like those unused software licenses or unexpected upgrade fees  — can lead to overspending. Using software-as-a-service (SaaS) solutions that include hosting, maintenance, and upgrades in their subscription fees will help make your costs more predictable.

Download your free copy:

How IT Leaders Can Support A Safe Return To Work

Look for workplace analytics software that is easy to implement, intuitive to use, and offers mobile options for your increasingly distributed workforce. 

Workplace technology ROI

You also want to make sure you’re getting a good return on investment on all your workplace solutions, from your HR technology and accounting systems to your room booking software.

What’s a good return? A recent survey showed 25% of Teem customers saw ROI on their workplace technology within three months. Software that performs multiple functions, like the options Teem provides, also reduces the number of solutions you need to buy, implement, and manage.

Consider whether you can reduce additional expenditures by re-negotiating vendor contracts. Reduce unnecessary expenses wherever possible so that you have the resources for more revenue-generating investments.

Security and compliance

While every company wants to be unique, you should never be unique in terms of best security practices and compliance regulations.

The compliance big three:

System and Organization Controls (SOC) compliance is also becoming increasingly important to businesses as they seek to protect their customers’ data. SOC2 compliance in particular looks at the internal controls your company uses to protect the confidentiality and privacy of personal data stored in cloud environments.

Detecting vulnerabilities through regular network and system scans should be routine practice, but many companies are also using single sign-on and two-factor authentication as part of their best practices.

When evaluating new workplace technology software and workplace analytics, be sure to look at security metrics like strict privacy policies, data ownership, access controls, and global compliance support. Make sure the solutions you choose have the right compliance standards and security systems in place.

Newer IT metrics

In an increasingly digitized world, the performance of the IT department affects the workplace performance analytics of the entire organization more than ever.

If you haven’t been holding team members accountable to high standards, now is the time to hit the reset button. But to move from a cost center to a value center, you need to rethink how you work with other departments.

New hire onboarding and service levels

The new hire onboarding process has a significant impact on an employee’s success. A bad experience in the first few months of employment often results in turnover.

A recent article by Harvard Business Review revealed that almost a quarter of new hires don’t even make it a year, and almost 33% find themselves seeking other employment within the first six months.

Although you might think the responsibility of onboarding new hires falls mostly on HR and the direct supervisor, the IT department is crucial to ensuring a smooth transition for the new employee. That's especially true in a remote work environment.

Review your department’s role in the onboarding process. Do they have everything they need to hit the ground running? Check IT metrics like speed to response time and support ticket response rates.

Training and retention

Take a proactive approach by assigning one of your team members to check in with the new employee regularly during those first few months. Is their equipment working properly? Are they taking advantage of the digital resources available to them?

This is a great opportunity to partner with the employee’s supervisor as well as HR in the event the employee needs training or additional tools, like space booking software, to succeed in their new role.

Save your company time and money by ensuring your department provides excellent customer service to all employees so they stay for the long term.

Customer satisfaction

As the entire customer lifecycle becomes more digital, the IT department plays an increasingly important role in customer satisfaction. Some of the same metrics that apply to your employees — like service request response, first call resolution, and average hold time for visitor management — are just as critical to your customers.

Work with your sales and customer success team to determine what IT metrics are most important to them and how you can improve in these areas.

IT metrics related to workplace safety

Whether your company will have a hybrid workforce of in-person and remote employees or is opting for 100% on-site work, some of your routine procedures will need to be updated and mobile-accessible for safety reasons.

Software that allows employees to reserve conference rooms and workstations, enter and exit rooms, and check in guests from their mobile phones will help reduce exposure to germs.

The management team will also be able to better track real estate needs and facilities maintenance will be able to ensure rooms and desks are sanitized promptly.

To make sure everyone has the workplace analytics they need to make the best decisions, make sure you're capturing data on: 

  • Average office occupancy
  • Average meeting room size
  • Average meeting time
  • Meeting cancellations
  • Meetings scheduled in advance
  • Number of unused reservations
  • Number of visitors
  • Room recapture rate (the number of rooms able to be "reclaimed" by identifying unused reservations)

For more about the IT metrics that matter in your new workplace, download our resource, How IT Leaders Can Support A Safe Return To Work.

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