Accenture show the ROI of Social Business

A very detailed case study from Accenture has caught my eye – it goes into great depth about their enterprise 2.0 project and shows in detail the ROI of social business potential. I won’t go into detail here about it – you can read a great overview at Gautam Ghosh’s blog post “ROI of Enterprise 2.0” and at Accenture “Collaboration 2.0 – A Game-Changing ‘Social Strategy’ That Radically Evolved Our Employee-Client Ecosystem

Hard Data Cost Savings
What struck me was this – they have hard data on reaping cost savings – 20 million minutes of company-standard monthly VoIP audio/video usage; 5,000 annual video conferencing meetings, extensive use of TelePresence. This very much reminded me of a project I formed at Cisco just after the dot.com crash where we used Video and web conferencing to save hard cash savings but found it difficult to quantify in a way that could convince the naysayer. Nice to see the technology coming through nearly ten few years after with big numbers.

Employee Satisfaction Up
Next gain Accenture report is employee satisfaction up – Enterprise 2.0 and Internal Communications are the best bed fellows and here’s the facts. Some nice quotes here too:

“I found the expert in 15 minutes versus two days.”

“Microblogging helps me connect to the experts. It doesn’t limit me … …. Everybody’s opinion counts.”

Customer Satisfaction Up
Finally Accenture talks about keeping their clients happy – what better aim can there be for a project?

Enhanced ability to staff global teams with the right skills at the right time during critical junctures in client projects.

Just Touching the Social Business Surface
These are great gains and the project sounds like a really enjoyable one to work on. I still think that it just touches the surface when it comes to both mapping out and achieving the potential of Enterprise 2.0 in creating the real ROI of social business. For an idea of what this might look like, please check out my work on the Social Business Scorecard. Accenture have mapped against basically 3 key areas, what might it look like if a company started that holistic mapping across the enterprise?

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