The promise of responding to customer requirements faster, avoiding rework, and finding experts has placed information infrastructure at the top of public and private sectors' goals. While leadership wants to simplify information discovery and encourage knowledge sharing between workers, most employees cannot unlock both intrinsic and extrinsic knowledge. Consequently, enterprises are plunking down money on enterprise search. Yet, the Return on Investment (ROI) on enterprise search is hard to crystalize.
Employee productivity is one of the primary drivers of ROI for enterprise search. If people can get more work done in less time, they're more productive. For ROI purposes, productivity gains are equivalent to savings. Conceptualizing ROI is possible in a physical context. For information work, even though calculating productivity gains can be difficult, it is possible.
For example, enterprise search contributes to greater call center employee productivity by speeding up the process of answering difficult questions. Enterprise search can help employees quickly look up the needed information, which may be available in PDF files on the intranet or in a document management system. The cost per call goes down. Additional benefits include several intangible but still financially meaningful factors. Enterprise search enables a better customer experience, thus nurturing customer loyalty and retention. Employee morale may also improve, resulting in lower attrition rates, which is a drain on resources.
Similarly, enterprise search can help employees discover standardized templates for routine work irrespective of where it is located, thus reducing rework. Enterprise search boosts productivity by reducing legwork and help employees stay up-to-date on compliance—thereby helping enterprises avoid the costs of non-compliance.
In sum, enterprise search generates ROI in multiple ways. It can make employees more productive by helping employees avoid extra work, discovering experts quickly. It even helps mitigate risks. These are money-savers, drivers of ROI that drive the value of an investment in enterprise search evident.
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