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WHITEPAPER

Measuring The Business

Impact & ROI Of Office

365 The Definitive Guide To Measuring Office 365 Business Impact

WRITTEN BY Richard Harbridge, Kanwal Khipple & Boris Baitsov

PUBLISHED 09.23.16 // REVISED 09.23.16

Measuring Business Impact Of Office 365: What You Need To Know

of 71 YOU WILL LOVE THE WAY WE WORK.

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Table of Contents 1. INTRODUCTION ...................................................................................................................................................... 5

2. MEASURING & IMPROVING BUSINESS IMPACT ........................................................................................ 6

2.1. Establishing Your Baseline ........................................................................................................................... 6

2.2. Measure Quantitatively & Qualitatively ................................................................................................. 7

2.3. Define Measurements for Each Office 365 Project ............................................................................. 7

Metric Planning Sample ................................................................................................................................... 7

2.4. Using Surveys Effectively.............................................................................................................................. 9

3. UNDERSTAND & ALIGN BUSINESS OBJECTIVES ...................................................................................... 10

3.1. Identifying Business Objectives ............................................................................................................... 10

S.M.A.R.T. Business Objectives ..................................................................................................................... 11

3.2. Business Objective Mapping .................................................................................................................... 14

High-Level Walkthrough Of Business Objective Mapping ................................................................ 15

4. BUSINESS IMPACT BY OFFICE 365 CAPABILITY ........................................................................................ 18

5. BUSINESS IMPACT EXAMPLES ......................................................................................................................... 19

5.1. Reduced Technology Costs ....................................................................................................................... 19

What Office 365 Capabilities Can Influence This? ................................................................................ 19

How May This Be Realized? .......................................................................................................................... 19

How Could We Measure This? ..................................................................................................................... 20

5.2. Reduced Travel Expenses ........................................................................................................................... 20




5.3. Improved Process Efficiency ..................................................................................................................... 22




5.4. Saved Employees Time ............................................................................................................................... 24



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5.5. Preserved More Institutional Knowledge ............................................................................................. 28




5.6. Improved Employee Satisfaction & Engagement ............................................................................. 30




5.7. Reduced Hiring Costs .................................................................................................................................. 31




5.8. Improved Training Relevance ................................................................................................................... 32




5.9. Improved Compliance Support ............................................................................................................... 33




6. REPORTING IN OFFICE 365 ............................................................................................................................... 35

6.1. Office 365 Reports ........................................................................................................................................ 35

Office 365 Administrator Usage Activity Dashboard ........................................................................... 35

Office 365 Audit Log Report ......................................................................................................................... 41

Office 365 Management APIs For Reporting .......................................................................................... 45



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6.2. Additional SharePoint Metrics & Analytics ......................................................................................... 46

If you are going the custom solution route… ......................................................................................... 46

If you are going the 3rd party route… ........................................................................................................ 46

Breakdown Of SharePoint Metrics ............................................................................................................. 51

6.3. Additional Yammer Metrics & Analytics .............................................................................................. 54

Yammer Analytics Recommendations ...................................................................................................... 55

Breakdown Of Yammer Metrics................................................................................................................... 58

7. KEY TAKEAWAYS .................................................................................................................................................. 64

8. RESOURCES ............................................................................................................................................................ 66

8.1. Our Whitepapers & Related Resources ................................................................................................ 66

8.2. Community Leadership .............................................................................................................................. 66

8.3. Additional Recommended Reading ....................................................................................................... 67

9. ABOUT 2TOLEAD .................................................................................................................................................. 68

10. ABOUT THE AUTHORS ..................................................................................................................................... 69



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1. INTRODUCTION As is typical for many technologies used in the enterprise, building the business case for Office

365 usually comes down to three simple words: Return on Investment. Executives and

technology evangelists alike constantly search for ways to quantify ROI, providing tangible

proof that the money put into these technology solutions produces a worthwhile and

measurable payback.

Certainly, Office 365 is not immune to the basic laws of economics. If the technology does not

help increase company revenue, improve employee productivity or cut expenses, few

executives will commit time and resources to deploying it or invest in improving adoption and

usage.

But while many can agree that measuring ROI is important, little consensus exists on just how

to gauge the effectiveness of Office 365 and its solutions.

This whitepaper is designed to provide practical advice for leaders who want to put Office 365

to work but wrestle with the challenges of justifying its value after deployment. All corporate

champions of Office 365 deployment want to prove how the technology can pull its financial

weight. The path to achieving this lies in understanding the variables that impact ROI

evaluation. Some of the metrics discussed in this report may vary based on how you use Office

365, but the economic principles remain the same. The economic principles boiled down to:



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Identify the business value generated by Office 365 deployments and measure it against the

costs of implementing these technologies or improving their usage.

2. MEASURING & IMPROVING BUSINESS IMPACT Measuring the business impact is critical. There are a few key considerations for determining

business impact and measuring that impact.

1. Identify ways Office 365 can drive business impact.

a. Just knowing that there is an impact is the first step.

b. This whitepaper is meant to address and accelerate this step.

2. Measure the business impact.

a. This should be done before Office 365 technologies are implemented, while

adoption/usage is being improved, after and during investment activities or as

new capabilities are introduced.

b. Within this whitepaper, we have provided suggestions for how you might

approach measuring some of these business impacts.

3. Take pro-active steps based on the measurements and insights shared.

4. Measure the business impact.

5. Repeat steps 1-4.

2.1. Establishing Your Baseline Customers frequently ask “what is a good adoption rate?” or “what should my target # of uses

or % of user satisfaction be?”. As you consider the measurement for each Office 365 goal, keep

in mind that there is no right or wrong number. Every organization has different definitions of

value and success, varied employee culture for adopting new technologies and other factors

which will guide these answers.

For example, if we take something like Skype for Business, 1,000 meetings per month may be

ideal for one company, but low for another and excessive for another. Focus on defining the

right metric for your organization by establishing your baseline, the current standard of

operating today. It’s critical to understand how your business is operating today, and where

you want to go, to establish baselines.

Another example is user satisfaction. Conduct a pre-pilot or pre-rollout survey to understand

how satisfied users are with their current tools and processes. Your goal should be to sustain or

increase that satisfaction rating through your rollout.



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You may have to find a qualitative metric, to serve as your baseline, that you capture by

collecting stories or anecdotes to demonstrate the current problem. You may need to try to

quantify the current problem through the use of stories, anecdotes, interviews, surveys, and

other qualitative measures. As long as you apply consistent assumptions in your baseline and

post-project metrics you should be in a good position to demonstrate a positive impact.

There are numerous baselines you should generate before implementing Office 365. If you

haven’t yet gathered this kind of insight, then begin by looking at the business impacts

outlined in this whitepaper. For each one consider whether or not you have suitable baseline

measurements in place today.

2.2. Measure Quantitatively & Qualitatively Some quantitative measurements can be obtained automatically from native Office 365 usage

data and others require third party tools. Qualitative measurement approaches, often referred

to as "soft" data, include stories, anecdotes, and future scenarios. When it is difficult to capture

meaningful quantitative metrics (for example, at the beginning of a project), qualitative metrics

can have a significant benefit. The best measurement programs incorporate both quantitative

and qualitative measurement. The qualitative metrics - especially those that correlate with

quantitative evidence - add additional depth and value to your metrics.

2.3. Define Measurements for Each Office 365 Project When you implement a technology solution or run a technology project it is important to

create and plan appropriate metrics to help track efficacy and the success of the project. When

deploying new Office 365 workloads you should also plan for appropriate metrics.

What follows is an example of how you would work through the metric planning process.

Metric Planning Sample Your organization is going to roll out a new people search experience as part of their Intranet

launch.

When rolling out this new capability, it is always a good idea to start with a smaller pilot.

What follows are suggested considerations for measuring the success of a pilot around

people/expertise search.

Identify and engage those who will participate (preferably your pilot users).



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Ensure that those who agree to participate will create an expertise profile.

o Consider having a team of experts ready to help them as they create their expertise

profiles and have associated time to review key profiles of leaders to ensure they

are filled out correctly.

Ensure that those who agree to participate will query and search for expertise at least

weekly in the course of their work.

o Consider asking participants to keep a diary or note the times they did expertise

searching and follow up with anyone who hasn’t shared their updated diary

periodically during the pilot. This may create an opportunity to remind or further

encourage expertise searching. Or it may help identify good stories/opportunities

for where expertise searching could help other participants or the broader user base

upon pilot completion.

Plan for the pilot to take place over a specific period.

As a suggestion, for a smaller solution, doing a pilot over 90 days should provide

adequate time to gather results and evidence of success. Shorter pilots may also result

in success if you believe there is a clear need for the solution (meaning usage is more

frequent).

Define your approach to metrics and measurement.

In this scenario tracking the number of queries performed and the number of profiles

created would be a basic starting point.

An initial baseline survey and a final survey would also be recommended.

Interviewing participants to capture specific anecdotal evidence about the value of the

tool is also recommended. In particular look for scenarios where the participant can

describe the problem effectively and where the new expertise search provided clear

value.

o You are looking for some baseline benefit analysis numbers to support your

assessment of efficacy. How much time did they save? How much time would it

have taken? What kind of costs could have been accrued if they hadn’t been able

to find that expert so readily?

o Many stories discuss the value of finding a person with a skill that they didn't

know existed in the company. In one story, the individual stated: "If we hadn't

been able to quickly identify someone with the right skills, we would have



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avoided following up on a multi-million-dollar opportunity from the client out of

fear and uncertainty to whether we had the skill to do it."

It’s impactful quotes like this that will be remembered by those who review

the results of any pilot. They allow stakeholders who aren’t as involved or

engaged to better understand the kind of impact new technologies or

capabilities are having within the organization.

2.4. Using Surveys Effectively One of the great ways to establish a baseline or provide progress on key elements of change

management, adoption, or impact is to perform surveys with targeted users or groups of users.

While broader audience surveys can also be helpful, they often cannot be as specific and lead

to bias based on who responds to the survey (unless it is mandatory).

Does your organization run an annual survey?

Do you run an annual survey on collaboration, productivity or communication in your

organization (or incorporate those kinds of questions into a broader annual survey)?

Do you publish the results of the annual survey (or collaboration, productivity or

communication surveys) to users?

Do you communicate the actions you plan on taking or have taken in response to the

feedback provided?

NOTE: What happens when your users can’t decide what technology or feature to use? They

use what they know, or what’s easy; even if better options exist. To help your users

make better, more effective, decisions on how they get work done be sure to read our

When To Use What In Office 365 Whitepaper at http://WhenToUseWhat.com.

http://whentousewhat.com/



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3. UNDERSTAND & ALIGN BUSINESS OBJECTIVES For a technology investment to be relevant, and for key stakeholders to care about that

technology, it is critical to show that the technology is having a positive impact on helping

realize important business objectives.

The challenge is that it is often extremely difficult to map the technology solutions and uses we

have for technology to business objectives. This is difficult for two key reasons. The first reason

is that most business objectives are not specific enough, clear enough, or detailed enough. The

second reason is that it can be difficult to visualize the relationship in a way that key

stakeholders will immediately recognize.

3.1. Identifying Business Objectives Everything starts with a business objective, requirement or clearly identified need. For any

technology to have an effective impact the purpose and intended use of the technology must

be understood. In the context of Office 365, this means understanding what business

challenges it is solving or supporting.

Often businesses focus on the technology and solutions when they discuss the impact and

forget about how important it is to have the business provide clear objectives, priorities, and

direction for the technology leadership to develop their solution roadmaps and multi-year

technology strategies.

The biggest offender for these scenarios is when the business comes up with vague objectives

like “enhancing collaboration” or “automating and improving business processes” and assumes

that, by using these “positive” statements, it will provide the direction necessary for technology

investments like Office 365.

If you take the example of “automating and improving business processes,” that objective is

difficult to measure. How do you know when you have successfully automated and improved

business processes? What kind of business processes are you automating and improving?

Which business processes are we targeting? What specifically about these processes are the

existing pain points/issues right now? By getting down to a much more precise level, it

becomes obvious what potential solutions Office 365 (or any technology) can provide.

While this may sound simplistic, it can be difficult to do this in an engaging way that

encourages organizational participation and fairness. Often while you cannot get complete



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agreement in a room, you can create a sense of shared understanding through the use of

visual techniques. One such technique called mind mapping is visualized below as a sample of

how vague or generalized objectives can be broken down into much more specific objectives

through stakeholder participation.

Figure 1 - A visual example of how these platitudes (or meaningless objectives) might break down into something that has

meaning to the organization. This "mind map" was developed using Mindjet Mind Manager.

The only way to achieve a measurable level of success (and to be able to define clear solutions)

is when we break down these vague objectives into real business concerns, issues, challenges,

and pain points and then address them through technology leadership.

S.M.A.R.T. Business Objectives In the earlier section on identifying business objectives, we focused on the importance of

objectives being specific. S.M.A.R.T. is an extremely popular mnemonic acronym which gives a

set of criteria to guide setting objectives. Ideally speaking, each corporate, department and/or

team objective should be specific, measurable, achievable/assignable, relevant, and time-

bound. What follows is high-level guidance on using this mnemonic acronym and some

considerations around defining objectives.



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S for Specific – This criterion stresses the need for a specific objective rather than a more

general one. This means the objective is clear and unambiguous; without vagaries and

platitudes.

Why is this important?

This is the single most important consideration for an objective because, without

objectives being specific, you can’t effectively proceed with other criteria. In most cases

business objectives are not specific enough. Even if you fail to review your objectives

against other SMART criteria at least ensure you challenge or help them be more

specific.

How can we improve this?

Consider asking probing questions like:

o If you could imagine the organization, department or team after X happens, what

would be different?

o Can you give me a specific example of a pain point that would be resolved by

achieving or meeting this objective?

o Can we break this objective down?

o Is there a way we can categorize this objective?

M for Measurable – This criterion stresses the need for concrete criteria for measuring

progress towards objective attainment.


The thought behind this is that if a goal is not measurable it is not possible to know

whether a team is making progress toward successful completion. Measuring progress is

supposed to help a team stay on track, reach its target dates and experience the

exhilaration of achievement that spurs it on to continued effort required to reach the

ultimate goal.


Consider asking probing questions like:

o What does this objective impact directly?

o What does this objective impact indirectly?

o What data do we have that relates to this objective?

o How much of X improvement do we expect to see?

o How many of X is needed to meet the objective?

o How will we know when it is accomplished?



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o How can we track positive progress towards the objective?

o How can we track negative progress towards the objective?

A for Achievable – This criterion stresses the need for objectives to be either achievable (is it

realistic given available and assigned resources).


Having each objective be able to be assigned to an individual, team or organization is

important. It stresses who is needed to achieve the objective and potentially who is

agreed in driving towards objective completion. “A for Achievable” could also be “A for

Assignable”. Meaning who will be the individual who leads the measurement of this

objective and potentially is responsible for its attainment. Or it can be “A for Agreed”,

which is also an important facet for determining whether an objective is effective.


Consider asking questions like:

o Who is involved?

o Where would this objective be realized?

o Who do we need to realize this objective?

o Who can lead achieving this objective or tracking its achievement?

o Do we have agreement on the objective?

o Do we have agreement on how we should achieve the objective?

R for Relevant – This criterion stresses the need for ensuring that the objective is relevant and

that achieving the objective would have clear and impactful (or meaningful) results.


Sometimes we can define an objective successfully, but when it comes to prioritizing

which ones we should focus on first, it can be a challenge. While there are other

thoughts on this, we find that thinking about whether the objective matters or is

relevant is a fair check that we should always do to assist in prioritization or to help

identify just how much of an impact the objective would have.



o Why is this objective important?

o If we didn’t achieve this objective what would happen?

o Does this objective relate to other objectives (are there dependencies or benefits

to doing prioritizing this one)?



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T for Time-Bound – This criterion stresses the need for ensuring objectives are trackable and

have a clear time horizon.


This ensures that objectives are specific enough to be measured as attained within a

time horizon. This leads to better coordination and understanding around expectations

on when we expect to be meeting an objective. It also goes hand in hand with

measurement of the objective. By making objectives specific enough, and by evaluating

relevance, we can use this last criterion to determine a targeted date/time when we

need to or would like to achieve or meet an objective.



o When do we expect to start achieving or meeting this objective?

o When do we need to revise the objective?

o When do we need to know with assurance that we have achieved the objective?

o When do we want to target for achieving this objective?

3.2. Business Objective Mapping Many people when asked the question “why are you implementing a technology or creating a

solution?” don’t know how it will benefit the organization as a whole. If a solution targets

improving how users perform action “A” we need to validate that performing action “A” more

quickly, or accurately will have a meaningful impact on an important business objective.

Otherwise it is likely that there are other, more important, solutions that individuals can be

working on.

Tracking objectives is extremely important, but there is also importance around understanding

how a solution or technology benefits the organization and what business objectives it helps to

meet. Stating that a solution or technology solves a problem isn’t enough. You have to

understand what solving that problem means to the business. By aligning solutions and

technologies to business objectives, you can properly prioritize whether to do “solution 1” or

“solution 2” more effectively. It also greatly helps in getting stakeholder commitment as the

objectives are important to leaders, but the specific problem may not be seen as a significant

priority. Or it may not be understood by those same leaders/stakeholders.

So how do we show this kind of business alignment? One easy to describe method is to map

the objectives in the table to specific technologies, solutions, capabilities or business scenarios.



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In the table to the right, we can see an icon

of representing a direct relationship.

Meaning that implementing and adopting

Solution 1 will have a meaningful and

direct impact on achieving Business

Objective 1. The represents an indirect

relationship. Meaning that Solution 1 will

also help achieve Business Objective 2, but

it may not be critical or extremely impactful

in driving progress towards achieving

Business Objective 2.

The value of creating an objective mapping table, like the one explained above, is that with a

glance we can see exactly how the Solutions map to Objectives. This can also help with a

broader value priority (remember priority is based on value and difficulty). If, as a

stakeholder/leader, Objective 3 was the most important objective for me I would rather the

team or organization prioritize implementing Solution 3 first. Or at a minimum, I may want to

understand better how Solution 3 is helping achieve Business Objective 3. This leads to

stakeholder involvement and enables you to explain the business impact you will have by

implementing a new solution or getting better adoption around a specific technology.

The same table format for Solutions and

Objectives also could be used to identify

technologies leveraged or critical to specific

solutions. On the left side you might have

solutions listed and along the top you

might list technologies that enable those

solutions or ones that are directly leveraged

by the solution. Doing this allows you to

identify from only two tables how a

technology or platform does in fact improve business objectives (by enablement and leverage).

High-Level Walkthrough Of Business Objective Mapping Let’s walk through an example of this exercise together. I am an organization that sells and

repairs cars.

Figure 2 - Sample of business objective and solution mapping.

Figure 3 - Sample of technology and solution mapping.



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Where do my business objectives come from?

Typically, business objectives start from a vision statement or mission for what the organization

is striving towards and breaking down what that means into several major business objectives.

Often many people in the business will be able to identify what the business objectives are for

you. Or it should be easy to come up with some of your own objectives that ring true for the

business as a whole.

Our Sample Vision Statement:

To offer our customers the most affordable, best-valued cars while providing them with a

complete car maintenance solution and unrivalled customer service.

Business Objectives:

o Improve Customer Service

o Improve Sale of Cars

o Improve Sale of Maintenance Services

Those are some very generalized objectives. They certainly aren’t specific or “S.M.A.R.T”. But

that may be similar to the objectives you have in your business, so let’s use them as our

starting point. Johnny in the Technology Department comes up with a couple of wonderful

solutions for our car company.

Johnny’s solutions are:

o Implement a File Sharing Solution that will enable sales people, customer service people,

and maintenance people to share information more easily.

o Implement a Mobile Workforce Solution that will enable employees to communicate via

wireless devices anywhere in the company building.

o Implement a Sales Tracking Solution that will help track all sales providing better

visibility and forecasting.

o Implement a Maintenance Inventory System that will help track tools and maintenance

supplies.

How do these solutions map to the objectives of the business?

First Johnny needs to understand better how those objectives should be broken down. The

only way to do that is to understand how the business works and what they have to do to be



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successful today. When Johnny explores how customer service works, by doing interviews and

exploring their usage of other legacy systems, he finds that there are some challenges that

exist today. These challenges include being able to share maintenance reports and customer

service templates with each service representatives. Many of the customer service

representatives believe it would make their tasks much easier if reports and templates were

easier to access and share.

Based on this insight from the customer service group, Johnny is confident that the new file

sharing solution will have a positive impact on improving customer service. It will reduce the

number of steps required to share resources and will grant users access to see and share

information that they previously couldn’t utilize.

Johnny uses the business objective mapping

approach, mentioned earlier in this whitepaper, to

show his bosses how these solutions benefit the

organization and relate to those objectives. This will

allow them to easily prioritize the solutions based

on their immediate business needs. And this map

may initiate a deeper conversation specifically

around how they believe the solutions will impact

those objectives, which can lead to more specific

objectives and a better breakdown of those broader

solutions mentioned above.

Figure 4 – Simplified example of technology based

solutions mapping to business objectives.



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4. BUSINESS IMPACT BY OFFICE 365 CAPABILITY The following are examples of business impacts that can be measured and suggestions for

which technologies would be applicable for the business impact.

Business Impact

Reduced Technology Costs ● ● ● ● ● ● ● ●

Reduced Travel Expenses ● ○ ●

Improved Process Efficiency ○ ●

Saved Employees Time ● ● ● ● ● ● ● ●

Preserved More Institutional

Knowledge

● ● ● ● ●

Improved Employee Satisfaction ● ● ● ●

Reduced Hiring Costs ● ●

Improved Training Relevance ● ● ● ●

Improved Compliance Support ● ●



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5. BUSINESS IMPACT EXAMPLES The following are categories of business impact that Office 365 influences and suggestions for

how to measure each one.

5.1. Reduced Technology Costs This is the most obvious and immediate benefit from a cloud technology implementation. By

shifting technology workloads to the cloud, costs can be avoided in the initial and ongoing

costs of maintaining on-premise software, including hardware, software, and qualified staff to

support its needs. When combined with its Azure-based capabilities it also avoids additional

challenges of securing data while providing users with flexible remote access.

What Office 365 Capabilities Can Influence This?

Business Impact

Reduced Technology Costs ● ● ● ● ● ● ● ●

How May This Be Realized? There are many reasons running or powering your organization on Office 365 saves money and

delivers more value for the technology investment. Here are a few of the most significant

technology cost reasons.

1. Infrastructure Cost Savings

There are significant costs to maintaining a highly available server farm for equivalent

Microsoft-powered services on premises. Especially when hardware investments are

necessary. It also requires a team with knowledge and specialized skills to maintain the

infrastructure and application.

2. No More Upgrades

Once you are effectively leveraging Office 365, there are no significant upgrade costs or

cycles. Your users can use new features and updates as they are released. That doesn’t

mean there isn’t a cost every few years as you look to optimize your communications,

messaging, portal, knowledge management, project management and social

experiences across the organization, but it does mean that your investments will be

focused on activities that drive more value instead of infrastructure or technical

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3. Pay Per User Per Month

Office 365 licensing plans are based on assigned active users. This enables you to pay

based on usage of the platform and adjust your user count based on changes in your

business.

4. Price Bundling & Pricing Innovation

Office 365 bundles the suggested capabilities you would leverage with Office 365 in

suite pricing that includes capabilities your organization will most likely or already has a

need for such as Messaging & Calendaring (Exchange Online), Communication (Skype

for Business), Collaboration & Document Management (SharePoint Online/Groups),

Search (Delve, SharePoint Search), and Enterprise Social (Yammer).

5. More For Your Money

Office 365 provides additional capabilities like Ready To Go Portal experiences that are

extremely valuable in the bundled suite pricing such as an Office 365 Video Portal as

well as a series of emerging portal experiences like Office 365 Knowledge Management

Portals, “People Experience Portals” (Delve), Task & Project Management (Planner), and

Business Intelligence Portals (Power BI for Office 365). What is included in the suite

pricing continues to improve with more and more new capabilities being added that are

critical to your organization and can augment other costs. An example of this might be

the level of Mobile Device Management that has been added to Office 365.

How Could We Measure This? Direct benefits quantified typically include the initial and ongoing cost savings associated with

avoiding the investment in software, hardware, and IT support personnel that would have been

needed to deliver the same increase in productivity associated with the move to Office 365.

Not included in many calculations are the increased productivity delivered by Office 365, as

quantifying both the gains and the cost avoidance would be double counting the same benefit.

For those kinds of gains, we have covered differing approaches in the other business impact

sections.

5.2. Reduced Travel Expenses In many organizations today the costs associated with traveling for the purpose of conducting

business-related activities can be significant. Many see travel expenses as one of the necessary

costs of doing business. But what could your company be doing to help reduce those costs?

Implementing Office 365 can significantly help reduce travel expenses in a number of ways.



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Business Impact

Reduced Travel Expenses ● ○ ●

How May This Be Realized? Online video, online meetings, and virtual conferences can be used to deliver a consistent

message in an engaging manner, allowing employees to forego road trips to attend in person

company meetings, summits, and training sessions. The savings realized from keeping

employees off of airplanes and out of hotel rooms, taxis, and rental cars are substantial and

grow exponentially when re-used numerous times over an extended period in Office 365

Video. This is especially true as it relates to on-boarding employees.

By reducing travel related time expenditure for both participants and presenters. Beyond the

hard-dollar expenditures associated with travel, employees also save time – and, hence, are

more productive – when they stay close to home. Employee time wasted in airports, waiting in

security lines and then dealing with flight delays, all adds up.

How Could We Measure This? By measuring the baseline of employee travel costs in a period before and after the

implementation of a technology, you can determine the potential impact in cost savings the

technology has had. Additionally, when you factor in for related organization changes and

seasonality take the remaining amount and assume that there may be other factors not

accounted for by only assuming a certain percent of the amount is attributable to the

technology implementation or investment. Typically, this variance ranges from 20-60% of the

estimated amount. Where Skype for Business and Office 365 Video are noted to have the most

meaningful and direct impact (as they both heavily relate to meetings).

Calculate how much time workers spend in transit and estimate the value of the work that

employees could have completed in that time. One easy method is to tally the total salary and

benefits paid to workers for time on the road beyond the time spent engaged in training

sessions.

Holding virtual events in place of previously physical ones like virtual conferences can also be a

way to isolate the costs and measure the impact. Many of the same methods for measurement

are applicable. The reduced costs around the event (since there is no need to travel) is the first



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number that should be calculated. Once this is understood, you can still perform surveys or ask

for evaluations based on the pre-recorded sessions. The difference in satisfaction (if lower) may

suggest that the reduced costs are not worth the same amount (since the efficacy may be

diminished), but in many organizations that did not record or share previous internal

conference sessions – the impact is much greater and suggests greater efficacy.

Tracking attendee engagement can be difficult in an in-person event (beyond evaluation

forms), but engagement levels can be tracked much easier in Yammer and Office 365 Video.

This improved visibility can enable more interaction with speakers, and allow for greater

networking and linking – especially for remote or excluded employees that would not have

been able to participate in the event. To understand the impact of this each virtual

event/conference should determine how they will measure their desired impact/outcomes then

tie these outcomes to measurements in Yammer, SharePoint and Office 365 that can help

indicate impact along with any financial measures that were identified.

5.3. Improved Process Efficiency Improvements to business processes and business process automation are by far the most

significant and measurable contributor to Office 365 ROI beyond technology cost reduction.

On the surface, this is most applicable to SharePoint and workflow activities but is applicable

from a broader perspective in the way that Skype for Business, Yammer, Outlook, OneDrive for

Business, Delve, Office or Office 365 Video all create opportunities where a process could be

improved by using their capabilities.


Business Impact

Improved Process Efficiency ○ ●

How May This Be Realized? To improve a process, it is important first to understand it, and to have identified pain points

and challenges within the process. Once these two requirements have been met you can break

the process down and outline ways it can be improved by leveraging capabilities within Office

365. The most notable capability set in Office 365 that impacts processes are the features

found in SharePoint Online. These features (when used right) can often reduce the time and

effort it takes to do many activities within the enterprise.



TOGETHER.

Here is a simple example of how Excel capabilities with SharePoint online might improve a

process.

Often when employees work with Excel spreadsheets that require input from many parties

there can be a need to collate reports, merge datasets, and some reports may need to be

updated simultaneously. Doing this using email, file shares or through other less efficient

mechanisms will result in a missed opportunity to improve productivity. A shared excel

document in a SharePoint library or Office 365 group that supports co-authoring and/or a

SharePoint list that represents the same data often will result in reports taking less time to

update, reduce management costs for the report, and can improve visibility or frequency of

updates (as it may have been done weekly, or monthly using alternative approaches.

How Could We Measure This?

Determine your business objective first. Let’s say your business objective is to reduce the

amount of time it takes to execute a specific task. The first thing you need to do is get a

baseline measure for the current process. There are some techniques that you can use, ranging

from asking the people who are doing the job today to timing them either informally or with a

time and motion study.

If users had to spend 8 hours completing one report previously which was collated and

prepared once a week, whereas now due to a workflow, or better technology usage the report

can be done in 2 hours or is done automatically as users perform the related tasks – a marked

and measurable improvement was made.

Many of Office 365 projects involve using the technology to assist or help automate and

improve an existing process or workflow. Consider how a small team supporting the

organization in this effort would prioritize which processes and workflows they should focus

on.

To determine which projects to work on, you could calculate a baseline metric for executing

the process before Office 365 or SharePoint impacts it. One way of doing this is by measuring

process throughput, and another is by observing the time it takes to do a task. Based on this it

should be possible to estimate the process or throughput times expected in the “after”

situation based on the improvements planned with Office 365 support. This can then be

multiplied by the number of times the process is executed in a year and then calculated based

on an average fully loaded hourly cost for employees involved.



TOGETHER.

The initial calculation helps prioritize which projects to work on. Then, to ensure that the

solutions are delivering the expected value, we recommend the team goes back to each project

after about 90 days and measure actual results. These new metrics help provide insight into

potentially repeatable solutions for other business areas.

While the metrics are not precise measures of ROI because no costs are analyzed, since the

same approach is used for all projects, the result provides a repeatable calculation that can be

used to establish priorities and disseminate best practices, which are important elements of an

overall measurement program.

There is a great example of a

simplified formula for

measuring process

improvement by Sarah Haase.

In essence, you measure the

time it takes to complete a

single iteration of the

process and times that by

the number of iterations and

an estimated hourly rate to

determine the current costs

of the process. You then

calculate that same process cost once you have made improvements and compare the

difference.

5.4. Saved Employees Time At the end of the day many improvements to productivity map to giving employees time back,

or allowing employees to focus on more important tasks. In essence, this is the act of saving an

employee time by improving how they work, their options, or the way in which we

communicate and collaborate.


Business Impact

Save Employees Time ● ● ● ● ● ● ● ●

http://blog.splibrarian.com/2014/07/02/land-of-confusion/



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How May This Be Realized? There are a number of ways in which Office 365 can save employees time. Here are a few

examples:

1. Faster access to knowledge.

Often employees, especially information workers, spend time each day searching for

files and content to be used in their daily activities. By reducing the time, it takes to find

and discover content you can save your employees time and enable them to do more

productive activities. Providing a way to search for specific types of documents, making

it easier to know where to look, automatically discovering relevant content and

recommending it to the user all improve the speed and accessibility of corporate

knowledge. What’s more implementing successful Intranets can have a big impact here.

While search and intranets or structured team sites are common examples of saving

employees time even improving the structure of a directory can go a long way. In most

file shares there are many nested sub-folders. In SharePoint when metadata is effectively

used it saves time by avoiding users needing to review and click through the hierarchal

navigation.

2. Reduce demand on presenters, time-shift business communications and increase

the frequency of communication.

By reducing the cost of a presenter’s time. In addition to employee salaries, consider the

strategic value that comes from extending the reach of a single presentation by an

executive, a training instructor or a business leader. Rather than having a top executive

or an expensive training resource travel from company location to company location to

deliver a consistent standardized message, all employees can access the same content

via a single video production, live in a Skype for Business meeting or viewed on-

demand. By reducing the time needed to communicate their message, executives and

leaders can focus more attention on addressing their primary business tasks.

By time-shifting business communications more employees can view and gain the

benefit from it, and they can avoid conflicts with other job duties. Consider the value

associated with time-shifting business communications. Attending a live event may

conflict with other job duties. On-demand alternatives enable employees to view the

same message at a more convenient time.

Additionally, organizations can leverage streaming to increase the frequency of top

executive messaging to employees. Repeated communications give workers a better

understanding of the management’s vision for the organization. This potentially helps

boost productivity.



TOGETHER.

3. Optimizing Information Architecture & Group Structures

Sometimes the structure of information and communities can improve business impact.

As an example in Yammer, we would suggest that fewer, larger groups contribute to

better and more effective content consumption (generally speaking). Measuring the

activity levels and memberships of groups can support identifying opportunities to

merge these groups. Effectively reducing noise and potential confusion from similar

groups.

Consider the number of search results that turn up when you search for a topic in search

today. After cleaning up the content and adding additional metadata compare the

improved result set. Each time you make the result set more tailored or consumable to

users you are helping them save time.

Another example would be the saved time that results from taking distinct documents

contained in document libraries and collecting them in an easy to navigate wiki.

4. Improve meeting coordination.

Presence monitoring in Skype for Business enables employees to see when their

colleagues are online so they can more quickly initiate communications. Shared

calendars often have been a particularly valuable feature for managers, who can now

view team members’ available times online and schedule a meeting in one step instead

sending out and reviewing multiple meeting requests and responses.

5. Improved usage of document templates and document sharing.

In many organizations, there are documents that are regularly created and that follow a

similar pattern. At a team or departmental level creating a document template library

that users can access and leverage to create new documents can save time. At an

organizational level identifying the types of documents in use can support not just the

development of document templates, but the design of improved search experiences

and information protection.

6. Reduced time spent due to email inefficiencies.

Reading email messages that aren't targeted to you takes time - time that could be

spent focused on your critical tasks. Also, un-targeted emails have a cost to the

organization regarding mailbox storage. Transferring even a small portion of the "All"

emails to targeted SharePoint news or announcements, Yammer conversations or

announcements, or Office 365 groups can have a direct positive impact on productivity

and email cost.

If you are looking for a great way to estimate the cost related to email, take a look at The

Hamster Revolution. Within this book, they estimate that if you send and receive as few as

http://www.amazon.com/Hamster-Revolution-Manage-Manages-Business/dp/1576755738/ref=sr_1_1?s=books&ie=UTF8&qid=1313962967&sr=1-1

http://www.amazon.com/Hamster-Revolution-Manage-Manages-Business/dp/1576755738/ref=sr_1_1?s=books&ie=UTF8&qid=1313962967&sr=1-1



TOGETHER.

60 emails per work day and spend on average 2 minutes per email, that you are spending

a total of 60 days per year just on email.

Additionally, when users reduce the number of email attached documents that they

send it prevents duplications of documents and brings contributors and readers to a

single document source which tracks changes, provides version history, enables co-

authoring and significantly saves time in managing, coordinating and tracking

changes/feedback.


To measure employee time savings, it requires understanding how much time an activity or

task would take before Office 365 helped facilitate a new way of working. By comparing the

time, energy and costs it takes after the change to the previous baseline we can indicate an

approximate value for how much time Office 365 has saved.

While this may sound simple, this is one of the most complex things to track. Many

organizations use anecdotal evidence and qualitative stories from employees to present how

they have changed or improved how they work. In these scenarios it can communicate how the

quality of work and work experience has improved, and if measurement can be added to

quantify some of those improvements it may be possible to make an assumption for other

similarly situated users/roles.

Example: A story around how a manager in a has 30 minutes more each day to focus on other

things. This is outlined as being a result of not having to track people down for their availability,

and the time saved by recording their meetings, so they don’t have to repeat meeting content as

often. If we know how many other managers in the organization would have similar needs and

responsibilities we could estimate that any number of managers we can prove are using these

methods (by meeting video upload count/frequency and surveys on usage), are also gaining a

similar benefit.

Meaning if we identified 80 other managers with similar needs who are using these new methods

and we assumed a conservative savings of 20 minutes for each manager a day it would result in

1,600 minutes of time saved each business day. There are 260 business days a year which could

suggest a potential savings of 416,000 minutes per year or just about 6,934 hours. If we can also

identify an average hourly rate of $34.00 that represents the manager cost, then we could come

to a potential savings of 235,756.00 per year.

The point is not to determine an exact value with time saved, but an approximate amount to

provide evidence that even if the value was grossly overestimated it would be well worth the



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training, education and awareness activity investment or technology investment that may be

required.

5.5. Preserved More Institutional Knowledge One of the important steps that an organization can take is improving its knowledge

management programs. Knowledge management can be used to describe numerous initiatives,

but the central goal is to preserve institutional knowledge.

Organizations spend a lot of time and resources developing knowledge and capability. While

some of it gets translated into procedures and policies, most of it resides in the heads, hands,

and hearts of individual managers and functional experts. Over time, much of this institutional

knowledge moves away as people take on new jobs, relocate, or retire. Knowledge also

degrades when a new senior executive or CEO introduces a different agenda that doesn’t build

on earlier knowledge or contradicts what was done previously. And knowledge disappears

even more rapidly when a firm reorganizes or merges with another, and there is a subsequent

reshuffling of the staff.

Specialized information is the lifeblood of many organizations. Established practices for

handling production snags on the factory floor, for instance, are handed down from shop

veteran to rookie and can play a key role in keeping a production line rolling. These solutions

sometimes are developed only through experience – experience that can suddenly disappear if

a key employee leaves the company for any reason. SharePoint, Yammer, Office 365 Video, and

Office 365 Groups are all tools that organizations can use to capture the unique set of

knowledge held by workers and institutionalize the employee–to-employee sharing of that

information.


Business Impact

Preserve More Institutional

Knowledge

● ● ● ● ●



TOGETHER.

How May This Be Realized? There are countless ways that Office 365 improves the preservation of institutional knowledge.

Here are a few examples:

Employees are working out loud.

Having employees work out loud can create new opportunities for other employees to

gain value from the information that is being shared, or the conversations and

discussion that sharing sparks.

Recording exit interviews and award interviews.

Another example of how you can get unexpected value is by standardizing the use of

recording Skype for Business meetings when conducting exit interviews of employees as

they leave the organization. Whether or not they are recognized as key employees at

the time of their departure, the interviews provide a valuable record of the scope of

their duties. Alternatively making an interview process a part of awarded employee

activities can be a great way to capture some insights into how an employee did more

or achieved more so that others can replicate or learn from their accomplishments. This

can easily be shared on the Office 365 video portal and surfaced throughout Office 365

(like on your Intranet) via embedding options available.

Improve the reuse of best practices across the enterprise.

Sharing and capturing best practices in a SharePoint site, Yammer group or throughout

Office 365 can enable the organization to replicate successful business practices in all

geographies.


One way to track the impact of working out loud is to count the number of messages that were

responded to by users who were not @mentioned in Yammer. This shows the number of

people who if the conversation had been in email – may not have been able to respond,

participate, add or gain value.

If you can connect this to a few user stories where a user explains or outlined how this

serendipitous response from someone helped them in concrete terms, it can act as a qualifying

example.

Consider the ROI of preserving institutional knowledge by comparing it to the cost of

insurance for your operations. Identify at least a portion of your total bill for insurance

designed to mitigate the cost of a catastrophic event at one of your facilities. When



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institutional knowledge can be distributed more readily to more employees, it is akin to buying

another form of corporate insurance. And its value should be reflected accordingly.

One possible metric for a best practices library or collection is to track the number of times the

library or site has been accessed. A larger number of accesses or “hits” for the library or an

individual best practice page/document suggests that people are reading and referencing this.

This does not definitively indicate whether the content was useful to anyone, or whether it

improved operational efficiency or quality. It is possible to get a better measure of value for the

best practices content by enabling ratings with a clear context for the ratings (a good rating

means you were able to re-use this) or by extrapolating conversations referencing the

document from Yammer.

When this additional data is combined with the view/usage data for the best practice content,

it can indicate the frequency of use and its potential value. Lastly, a user survey could be used

in combination with the approaches above to seek out specific cases where the best practice

information helped and how it was used – because this would provide specific examples that

stakeholders and other users can relate to (and share with others).

Gathering anecdotes can be a labor intensive process and may require some creativity to

obtain. You may want to consider a success story contest (with prizes) to get Office 365 users

to share high-quality success stories.

5.6. Improved Employee Satisfaction & Engagement Employee Satisfaction is a measurement of an employee’s “happiness” with current job and

conditions; it does not measure how much effort the employee is willing to expend. Employee

Engagement is a measurement of an employee’s emotional commitment to an organization; it

takes into account the amount of discretionary effort an employee expends on behalf of the

organization.

Within your organization is a yearly survey done? These surveys can support this activity by

providing visibility to how engaged employees feel by asking a variety of questions.


Business Impact

Improved Employee Satisfaction ● ● ● ●



TOGETHER.

How May This Be Realized? Evaluate employee satisfaction surveys and employee turnover rates to determine if increased

use of the technology is impacting the number of employees retained by your organization in

a given year.

Often the use of standardized or consistent messaging can improve employee understanding,

trust, and alignment with organizational priorities. One-to-many video presentations allow

management to inform employees about corporate initiatives. Video allows top executives to

convey their message to global workforces fast, with maximum engagement and an

authenticity that nearly matches an in-person presentation.


If you are able to link a reduction in employee turnover to the adoption of a technology (by

employee surveys and feedback collection), you can make the ROI tangible by multiplying the

costs of hiring a new worker (identifying candidates, management interview time and on-the-

job training for new employees) by the number of employees saved per year.

The benefits of satisfied employees who align with strategic messaging are powerful but are

not necessarily easy to measure. One way to gauge the value of such messaging in our is to

assume that remote workers become at least 0.X% more productive once they develop a better

understanding of the organization’s goals and strategy, communicated by management.

Multiplying that 0.X% by the total salaries and benefits paid to remote workers who view an

executive broadcast meeting, participate in executive YamJams, or can connect with leaders

gives an estimate of the potential financial benefit associated with improved employee

satisfaction with the corporate strategy.

5.7. Reduced Hiring Costs By employing creative recruiting strategies in tandem with the latest technology developments,

you can reduce recruiting costs while driving exceptional business results.


Business Impact

Reduced Hiring Costs ● ●



TOGETHER.

How May This Be Realized? Use video to capture interviews of job candidates that can be shared internally. Have HR

personnel conduct and record opening interviews of job candidates, sharing videos of the best

prospects with relevant hiring executives. (Videos could be generated from both in-person

interviews and from the capture of online interviews conducted via webcam conversations

enabled by services such as Skype.)

The ability to review video saves time in the interviewing process by allowing hiring executives

to see and hear prospective candidates for themselves before scheduling a follow-up interview

with the candidate. The video approach also eliminates the inefficiencies of scheduling

interview time and coordinating appointment calendars when multiple top level executives or

managers are needed to approve a prospective job candidate.

By pre-screening videos, hiring executives may be able to winnow a field of four candidates

offered by the human resources department to two finalists before even conducting second-

round interviews.


Calculate the ROI of this application by identifying the actual number of interview candidates

eliminated by hiring executives during the video review round and then tally the resulting value

of executives’ time saved along with any reduced travel costs realized when out-of-town

candidates are removed from consideration.

5.8. Improved Training Relevance The corporate ideal would be to have staff in place that is well-versed on all aspects of

business operations. This level of worker expertise is difficult to attain. More realistic is a

working structure that provides employees with training and reference material on-demand

that they can access to learn about a relevant product or best practices as needed.


Business Impact

Reduced Hiring Costs ● ● ● ●



TOGETHER.

How May This Be Realized? Within most organizations, a resource/knowledge hub for learning exists. These hubs should

exist in multiple technologies using the power of community engagement in a social platform

like Yammer and the content management and communication capabilities in a SharePoint

site. These centres of excellence, or knowledge hubs contain how-to guidance, common errors,

questions, answers, and training material.


If you have measurements of the time it took to educate your user base before the

resource/knowledge hub was created, you could compare this with the time it takes as the

knowledge hub gets more actively used and becomes more meaningful/helpful within the

organization. One way to track this is to have coaches or trainers track how long they sit with

users teaching them a topic. After adding this topic and supportive materials to the

resource/knowledge hub, they refer users to this material and then schedule a follow-up – the

time saved as a result of this is savings related to the usage of the knowledge hub. While this is

indirect (as Office 365 houses the knowledge hub), it can still be used to provide related

evidence for the value Office 365 provides.

One way to measure “just-in-time” training is to identify the value of customer contracts closed

in a short timeframe after a sales representative views a product instruction video in the Office

365 video portal. If “just-in-time” options enable your organization to forego more generic

training sessions not applicable to any specific project, a second way to gauge the benefit

comes in tallying up the hours in productivity savings that result from irrelevant training

sessions that can be eliminated for training content that is accessed when needed.

5.9. Improved Compliance Support Knowing that non-compliance is a non-option, companies have shifted their focus from the

costs of non-compliance to the costs of compliance. Office 365 has some significant

compliance features that can offset compliance costs, while at a business level by performing

certain activities through the platform you can also reduce compliance costs.



TOGETHER.


Business Impact

Improved Compliance Support ● ●

How May This Be Realized? In highly regulated industries such as financial services, insurance, and healthcare, new

regulations are released on a regular basis. This necessitates a steady flow of training sessions

and compliance material to be shared to keep employees aware of compliance rules.


While online video and SharePoint sites provide a venue that simplifies the process of

delivering frequent compliance training sessions to a large group of employees, its greatest

ROI contribution results from how the technology can be used to track employee viewership

patterns. If an organization can show evidence that an employee watched a training video, or

read a document such records demonstrate an organization’s engagement in educating its

work force and provide a tool to demonstrate that they were not negligent even if one of their

employees ultimately winds up violating compliance rules.

Such information may help an organization limit its liability exposure and avoid bad outcomes.

As such, we suggest that ROI value of compliance training conducted via streaming, and

shared resources could be measured by identifying a value amount based on the costs for

liability insurance used to insulate an organization from compliance risks.



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6. REPORTING IN OFFICE 365 There are a considerable number of ways to report on data within Office 365. Since almost all

actions within Office 365 are audited and tracked you can export the data for rich reporting,

use third party tools or customize reports based on the APIs available, or use the OOTB

reporting options available.

It’s important to understand that the reporting capabilities in Office 365 continue to undergo

improvements. One of our favourite features coming is the display of site statistics and the

continued exposure of document popularity in the new site contents page.

6.1. Office 365 Reports This section outlines capabilities that exist in Office 365 for reporting and sharing data about

usage.

Office 365 Administrator Usage Activity Dashboard Microsoft has reporting that allows an administrator to efficiently monitor their Office 365

service, identify issues, plan support, plan training, and report back on the impact of that

training to management.

This is done through the Office 365 Usage Activity Dashboard or Office 365 Reporting Portal.

The reporting portal provides valuable insights about how the Office 365 services are being



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used and delivers details down to the individual user level directly in the Office 365 Admin

Center.

Graphs help you

visualize key data

allowing you to

quickly

comprehend the

usage information

available to you.

You will be able to

see how many

users have used

each workload as

well as a key summary of the activity within each product. You can also pivot the reports to

different reporting periods (7, 30, 90 and 180 days) to identify trends.

One of the primary purposes of this tool is to check the number of assigned users (who you

pay licensing for) against the number of active users for the

reporting period you select. This can help when determining

whether you are maximizing the value of the technology investment.

Each graph report can be selected to provide additional report details, or the reports can be

changed from the top left report selection control.

While each report does allow filtering of the data displayed (such as showing only one user’s

activity) it also has an

export option which

enables additional pivoting of the data or further analysis as needed in Excel.

The following roles can see the reporting portal:

Global admin

Exchange admin

Skype admin

SharePoint admin



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Available Office 365 Administrator Usage Activity Reports

At the time of this whitepaper’s writing (September 15, 2016) the following reports are

available for administrator review:

Exchange Email Activity Report

The Email activity report provides information about user mailboxes, and the level of activity of

each based on the email send and read activity. You can get a high level view of email traffic

within your organization from the Reports page, and then you can drill into the Email activity to

understand the trends and per user level details of the email activity within your organization.

Exchange Mailbox Usage Report

The new Mailbox usage report—together with the email activity report—provides you with a

complete picture about how your users are using their mailboxes. You can easily see how many

mailboxes are actively being used in your organization, how many items are stored in each

user’s mailbox and how much storage space these items take up. The report also allows you to

identify which users have a mailbox that is close to reaching the maximum storage limit and

might need help to delete or archive items.

Microsoft Office Activation Report

The Office Activation report gives you a view of which users have activated their Office

subscription on at least one device. It provides a breakdown of the Office 365 Proplus, Project,

and Visio Pro for Office 365 subscription activations, as well as the breakdown of activations

across desktop and devices. This report could be useful in helping you identify users that might

need additional help and support to activate their Office subscription.

SharePoint Online Activity Report

The SharePoint activity report provides you with details about how users in your organization

use SharePoint Online team sites to store and collaborate on files. You can use the report to

see which users are active on SharePoint and engage with files stored within team sites—a file

NOTE: The “Read email” often reports a higher count than the actual received and sent email.

This is because a “read email” action counts each time the user initiates an action of

reading an email. In other words, an email is counted as “read” when the user clicks on

or opens it. If you read a message twice, it will be counted as 2 read activities. This also

can happen with older emails you may open at a later date.

https://support.office.com/en-us/article/Email-activity-report-in-the-Office-365-admin-center-1cbe2c00-ca65-4fb9-9663-1bbfa58ebe44

https://support.office.com/en-us/article/Office-365-Reports-in-the-admin-center-preview-Microsoft-Office-activations-87c24ae2-82e0-4d1e-be01-c3bcc3f18c60?ui=en-US&rs=en-US&ad=US

https://support.office.com/en-us/article/Office-365-Reports-in-the-admin-center-preview-SharePoint-activity-a91c958f-1279-499d-9959-12f0de08dc8f?ui=en-US&rs=en-US&ad=US



TOGETHER.

is counted as active if it has been created, modified, deleted, shared internally or externally or

synced to clients. You can also see which users sync documents back to their local machine and

if they share documents internally or externally.

SharePoint Online Site Usage Report

The SharePoint Online Site Usage report allows you to get a high level view of the value you

are getting from SharePoint in terms of the total number of files that users store in SharePoint,

how many files are actively being used, and the storage consumed across all SharePoint sites.

Additionally, you can drill into the SharePoint site usage report to understand the trends and

per site level details.

OneDrive Activity Report

The OneDrive for Business activity report enables you to understand which users are using

OneDrive in your organization within Office 365. This report helps show how your users are

leveraging OneDrive to store and collaborate on documents. The report shows how many files

a user is actively engaging with across OneDrive accounts in your organization and which users

sync files back to their local machine. The report is helpful to identify users that might need

additional training and communication around how OneDrive can help them to store files and

collaborate with others, or users that need support.

The OneDrive Activity report also helps you identify how many files have been shared

externally by each user.

OneDrive Usage Report

The OneDrive for Business Usage report enables you to understand the trends of active

OneDrive accounts, how many files are users interacting with as well as the storage used. It also

gives you the per OneDrive account details.

Skype For Business Activity Report

The SFB report provides you with info about SFB usage, including details about minutes in a

Skype meeting, peer-to-peer activity such as IMs and calls, meetings organized and meeting

participation.

Skype For Business Peer-to-peer Activity Report

The Skype for Business Online Peer-to-Peer Activity report shows you how your users are using

Skype for business to communicate using IM, audio calls, video calls, application sharing and

file transfers.

https://support.office.com/en-us/article/Office-365-Reports-in-the-admin-center-preview-SharePoint-site-usage-4ecfb843-e5d5-464d-8bf6-7ed512a9b213?ui=en-US&rs=en-US&ad=US

https://support.office.com/en-us/article/Office-365-Reports-in-the-Admin-Center-Preview-OneDrive-for-Business-usage-0de3b312-c4e8-4e4b-a02d-32b2f726a680?ui=en-US&rs=en-US&ad=US

https://support.office.com/en-us/article/Skype-for-Business-Online-PeertoPeer-Activity-d3b2d569-4ee9-44b8-92bf-d518142f0713



TOGETHER.

Skype For Business Conference Organizer Activity Report

The Skype for Business Online Conference Organizer Activity report can be used to see how

much your users are organizing conferences that use IM, audio/video, application sharing,

Web, dial-in/out - 3rd party, and dial-in/out.

Skype For Business Conference Participant Activity Report

The Skype for Business Online Conference Participant Activity report can be used to see how

many IM, audio/video, application sharing, Web and and dial-in/out conferencing conferences

are being participated in by users in your organization.

Skype For Business PTSN Usage

You can use the Skype for Business PSTN usage details report to see the number of minutes

spent in inbound/outbound calls and cost for these calls. You can view dial-in conferencing

PSTN usage details including the cost of the call so that you can understand your usage and

call billing details to determine usage within your organization.

Skype For Business Users Blocked

You can use the Skype for Business Blocked users report to see the users in your organization

that have been blocked from making PSTN calls. This report along with the other Skype for

Business reports give you details on activity including PSTN usage across your organization.

Yammer Activity Report

With the Yammer Activity report, you can understand the level of engagement of your

organization with Yammer by looking at the number of unique users using Yammer to post,

like or read a message and the amount of activity generated across the organization.

Future Plans For Usage Activity Reporting

Microsoft has outlined a number of future investment plans for these usage activity reports.

This is not a comprehensive listing of new features that will be rolled out, but a quick summary

of some of the important/major ones. Be sure to check out the most recent roadmap updates

from Microsoft for the latest changes.

Power BI Content Pack

o Originally Microsoft announced that this would be rolled out in June 2016. It is

coming soon (as of September 15, 2016) so keep an eye out for it.

https://support.office.com/en-us/article/Skype-for-Business-Online-Conference-Organized-Activity-03a255d4-0e1d-4b24-b73d-7a62fae36254

https://support.office.com/en-us/article/Skype-for-Business-Online-Conference-Participant-Activity-c3c89995-65dd-4715-9e38-bb244c742c6b

https://support.office.com/en-us/article/Skype-for-Business-PSTN-usage-report-74eda791-c41f-4fd9-ae0b-913342e7ab04

https://support.office.com/en-ie/article/Skype-for-Business-blocked-users-report-0ac844b2-1b08-4e5a-addf-03cde7af7a40



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o The content pack is meant to enable advanced analytics scenarios such as

pivoting email usage by attributes like departments or regions and will make it

easy for you to share insights within your organization.

New Clients Used Report(s)

o We're working on a clients used report, per product, that will help admins

understand configuration of the clients usage at the per product level. This report

will be available soon.

New Privacy Features

o New privacy features allow you to replace user level details with anonymized user

information to protect user’s privacy and to enable you to comply with

organizational requirements.

New Reporting Role

o Today to access the Office 365 reports you must be an administrator which has

high level and substantial user rights. The creation of a read only reporting role is

something that Microsoft has outlined is under consideration. Based on the

Power BI content pack this role may be unnecessary or it’s need may be reduced.

Exchange Mailbox Usage Report

o This report will have the deleted flag set to true and deleted date information for

each mailbox that's been deleted. Enabling it to report on the “New and deleted

mailboxes” capabilities previously available in the old Office 365 reports.

Types Of Mailbox Connections Report

o An additional report will be made available based on the old reports that

provides info on email clients and versions that connect Office 365.

SharePoint Online Activity Report

o Microsoft has outlined that they intend to provide updates to reflect additional

actions that users can perform in SharePoint, such as reporting on page visits.

Office 365 Groups Report

o Microsoft has stated that in the coming months there will be additional reporting

available for Office 365 Groups. The reports will show info on all Office 365

groups and activity.

Yammer Activity Report

o Microsoft has stated that they intend to add additional Group level reporting in

the near future.



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Office 365 Audit Log Report Within the Protection Center site, you can view user activity reports such as sign-ins for

SharePoint Online, Exchange Online, and Azure Active Directory.

Some potential reports that are actionable when sharing the impact and value of Office 365 are

the Auditing Reports contained within the Protection Center.

You can search the Office 365 audit log for user and admin activity in your Office 365

organization. The report contains entries user and admin activity in Exchange Online,

SharePoint Online, OneDrive for Business, and Azure Active Directory, which is the directory

service for Office 365.

Need to find if a user viewed a specific document or purged an item from their mailbox? If so,

you can use the Office 365 Protection Center to search the unified audit log to view user and

administrator activity in your Office 365 organization. Why a unified audit log? Because you can

search for the following types of user and admin activity in Office 365:

User activity in SharePoint Online and OneDrive for Business

User activity in Exchange Online (Exchange mailbox audit logging)

Admin activity in SharePoint Online

Admin activity in Azure Active Directory (the directory service for Office 365)

Admin activity in Exchange Online (Exchange admin audit logging)

You can search the Office 365 audit log for activities that were performed within the last 90

days.

File And Folder Activities

The following table describes the file and folder activities in SharePoint Online and OneDrive

for Business.

Activity Description

Accessed file User or system account accesses a file. When a user or the system

performs an operation on a file, the file has to be located and accessed.

This event indicates that retrieval action. Note that many file and folder

related events will have one or more corresponding Accessed file entries.

https://support.office.com/en-us/article/Search-the-audit-log-in-the-Office-365-Protection-Center-0d4d0f35-390b-4518-800e-0c7ec95e946c?ui=en-US&rs=en-US&ad=US#exadminauditing



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Checked in file User checks in a document that they checked out from a document

library.

Checked out file User checks out a document located in a document library. Users can

check out and make changes to documents that have been shared with

them.

Copied file User copies a document from a site. The copied file can be saved to

another folder on the site.

Deleted file User deletes a document from a site.

Discarded file

checkout

User discards (or undos) a checked out file. That means any changes they

made to the file when it was checked out are discarded, and not saved to

the version of the document in the document library.

Downloaded file User downloads a document from a site.

Modified file User or system account modifies the content or the properties of a

document located on a site.

Moved file User moves a document from its current location on a site to a new

location.

Renamed file User renames a document on a site.

Restored file User restores a document from the recycle bin of a site.

Uploaded file User uploads a document to a folder on a site.

Viewed file User views a document on a site. System accounts can also generate

Viewed file events.

Sharing Activities

The following table describes the user sharing activities in SharePoint Online and OneDrive for

Business.




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Created

sharing link

User creates a link to a shared file in SharePoint or OneDrive for Business.

This link can be sent to other people to give them access to the file. A user

can create two types of links: a link that allows a user to view and edit the

shared file, or a link that allows the user to just view the file.

Disabled

sharing link

User disables (permanently) a link that was created to share a file.

Shared file

or folder

User shares a file or folder located in SharePoint or OneDrive for Business

with another user inside their organization.

Unshared

file or folder

User unshares a file or folder that was previously shared with other users. This

event is logged when a user stops sharing a file with other users.

Invitation And Access Request Activities

The following table describes the activities when users share content by sending or requesting

access invitations in SharePoint Online and OneDrive for Business.


Accepted

invitation

The recipient of an invitation to view or edit a shared file (or folder) has

accessed the shared file by clicking the link in the invitation.

Access

request

expired

If a site administrator or owner doesn't accept or reject a request by a user

to access a site or document, the request will expire after 7 days.

Approved

access

request

The site administrator or owner of a site or document approves a user

request to access the site or document.

Created

access

request

User requests access to a site or document that they don't have permission

to access.

Created

invitation

User sends an invitation to another person (inside or outside their

organization) to view or edit a shared file or folder on a site. The details of

the event entry identifies the name of the file that was shared, the user the



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invitation was sent to, and the type of the sharing permission selected by the

person who sent the invitation.

Declined

access

request

The site administrator or owner of a site or document declines a user request

to access the site or document.

Expired

invitation

An invitation sent to an external user expires. By default, an invitation sent to

a user outside your organization expires after 7 days if the invitation isn't

accepted.

Re-sent

invitation

The user who created and sent an invitation to another person to view or

edit a shared file (or folder) on a site resends the invitation.

Withdrew

invitation

The site administrator or owner of a site or document withdraws an

invitation that was sent to a user outside your organization. An invitation can

be withdrawn only before it's accepted.

Synchronization activities

The following table lists file synchronization activities in SharePoint Online and OneDrive for

Business.


Allowed computer

to sync files

User successfully establishes a sync relationship with a site. The sync

relationship is successful because the user's computer is a member of

a domain that's been added to the list of domains (called the safe

recipients list) that can access document libraries in your organization.

For more information about this feature, see Use Windows PowerShell

cmdlets to enable OneDrive sync for domains that are on the safe

recipients list.

Blocked computer

from syncing files

User tries to establish a sync relationship with a site from a computer

that isn't a member of your organization's domain or is a member of a

domain that hasn't been added to the list of domains (called the safe

recipients list) that can access document libraries in your organization.

The sync relationship is not allowed, and the user's computer is

blocked from syncing, downloading, or uploading files on a document

library.

http://go.microsoft.com/fwlink/p/?LinkID=534609





TOGETHER.

For information about this feature, see Use Windows PowerShell

cmdlets to enable OneDrive sync for domains that are on the safe

recipients list.

Downloaded file

changes to

computer

User successfully downloads any changes to files from a document

library. This activity indicates that any changes that were made to files

in the document library were downloaded to the user's computer. Only

changes were downloaded because the document library was

previously downloaded by the user (as indicated by the Downloaded

files to computer activity).

Downloaded files

to computer

User establishes a sync relationship and successfully downloads files

for the first time to their computer from a document library.

Uploaded file

changes to

document library

User successfully uploads changes to files on a document library. This

event indicates that any changes made to the local version of a file

from a document library are successfully uploaded to the document

library. Only changes are unloaded because those files were previously

uploaded by the user (as indicated by the Uploaded files to document

library activity).

Uploaded files to

document library

User establishes a sync relationship and successfully uploads files for

the first time from their computer to a document library.

Office 365 Management APIs For Reporting You can use the Office 365 Management Activity API to retrieve information about user, admin,

system, and policy actions and events from Office 365 and Azure AD activity logs. This can be

extremely helpful when you want to create your own reporting or if you don’t want to wait for

Microsoft to add the reporting features you are looking for.

Most 3rd party vendors are leveraging these APIs with their reporting and management

solutions.

The Office 365 Management APIs provide a single extensibility platform for all Office 365

customers' and partners' management tasks, including service communications, security,

compliance, reporting, and auditing. All of the Office 365 Management APIs are consistent in

design and implementation with the current suite of Office 365 REST APIs, using common

industry-standard approaches, including OAuth v2, OData v4, and JSON. Like the other Office






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365 APIs, applications are registered in Azure Active Directory, giving developers a consistent

way to authenticate and authorize their apps.

Suggested Reading (For you, your Microsoft Partner or your developers):

Getting Started With Office 365 Management APIs

Office 365 Management Activity API Schema

Office 365 Management API Reference

PowerShell cmdlet for Auditing

Great Sample: Office 365 Investigation Tooling

6.2. Additional SharePoint Metrics & Analytics This section contains useful material around SharePoint metrics and analytics. While there is

reporting available in the Office 365 report center this section outlines other SharePoint

specific considerations or reporting options that are available to users.

SharePoint has quite a few analytics that can be leveraged for planning, improving, and

measuring how it is being used.

If you are going the custom solution route… Though it is rare, we do sometimes recommend investing in customized analytics solutions.

Analytics should be built into custom solutions implemented in your environment (by the

development team involved). However, the amount of effort required to develop an effective

analytics solution for SharePoint Online is often too prohibitive, especially considering the low

priced alternatives and continued investment coming from Microsoft in this space.

If you are going the 3rd party route… There are some great reasons you might invest in 3rd party analytics and reporting. While we

didn’t cover every one in this whitepaper we did our best to share some of the major ones we

have worked with. Please reach out to us if you would like recommendations or advice on the

right analytics and reporting platform based on your needs.

Webtrends Analytics for SharePoint

Webtrends for SharePoint is developed as a unique data collection process for SharePoint that

ensures that the right data is captured, enabling comprehensive reporting with little effort,

https://msdn.microsoft.com/en-us/office-365/get-started-with-office-365-management-apis?f=255&MSPPError=-2147217396

https://msdn.microsoft.com/en-us/office-365/office-365-management-activity-api-schema

https://msdn.microsoft.com/office-365/office-365-management-activity-api-reference

https://technet.microsoft.com/library/mt238501(v=exchg.160).aspx

https://github.com/OfficeDev/O365-InvestigationTooling



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including SharePoint-specific reporting on web parts, authenticated users, onsite search,

breadcrumbs, and more.

With the Webtrends Analytics for SharePoint offering, organizations will be able to:

Effectively understand SharePoint site usage

Pinpoint areas for optimization, from system navigation and usability to content

effectiveness and onsite search behavior

Facilitate collaboration and optimize communications.

Further Reading:

http://sharepoint.webtrends.com/

https://cdn.webtrends.com/files/resources/Datasheet-SharePoint-Webtrends.pdf

IntLock CardioLog Analytics

CardioLog Analytics is designed for SharePoint (versions 2013, 2010, 2007 and 2003) and

SharePoint Online. It enables to improve the usability of your intranet, drive portal

collaboration, boost your ROI and enhance the overall productivity of your business. Features

are:

Built for SharePoint: CardioLog Analytics is designed specifically for use with

Microsoft SharePoint sites - including intranet portals, extranet, and websites.

On-premises and on-demand solution: Can be used for on premise and for

SharePoint Online taking advantage of cloud-based resources.

Custom dashboards: User-friendly dashboards display summaries of reports in the

form of widgets on a single page, allowing user to track various metrics at once

Content drill down: Drill deep into a specific section or sub-section of a site, even

down to the level of single pages and documents, for a richly detailed analysis.

Integration with Active Directory and SharePoint user profiles: CardioLog Analytics

automatically imports information on the employees and partners who use intranet

portal from the data stored in Active Directory and SharePoint user profiles. This enables

you to filter easily and control the scope of your reports and to create visitor segments

that can be used to deliver personalized content.

Further Reading:

http://www.intlock.com/intlocksite/productsandservices/cardiolog/cardiolog.asp

http://sharepoint.webtrends.com/

https://cdn.webtrends.com/files/resources/Datasheet-SharePoint-Webtrends.pdf

http://www.intlock.com/intlocksite/productsandservices/cardiolog/cardiolog.asp



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http://www.intlock.com/intlocksite/productsandservices/cardiolog/cardiolog-vs-

sharepoint-reports.asp

Pricing:

Free trial offering available to all enterprise organizations.

For more information, please check out their website, email [email protected], or try the

free trial product available on their website.

DocAve Report Center

DocAve Report Center for Microsoft SharePoint presents administrators, business stakeholders,

and content owners a comprehensive understanding of their SharePoint platform or site's

usage, topology, performance, and storage trends while generating customizable reports and

alerts. These are the tools administrators need to obtain the knowledge vital for delivering

optimal platform performance and successful strategic planning.

DocAve Report Center simplifies administrative and management procedures to enables more

proactive and intelligent decisions by:

Reporting on SharePoint sites, users, storage, and activity in real-time or on a scheduled

basis

Producing actionable reports on SharePoint users, security, and content

Enabling administrators to configure customizable, proactive alerts to be notified

immediately if activity, storage, or network usage thresholds are met

Monitoring access to, and usage of, SharePoint and its content, delivering vital

compliance intelligence based on enterprise governance policies

Further Reading:

http://www.avepoint.com/sharepoint-reporting-docave/

BA Insight Smart Analytics

Smart Analytics for SharePoint (part of the BA Insight software portfolio) was designed

specifically for the complexities and varied use cases of SharePoint, allowing organizations to

get unprecedented information and detail around how the environment is leveraged and how

it is delivering value to users. Available for SharePoint 2013, SharePoint 2016, and SharePoint

online, Smart Analytics provides the answer to the SharePoint analytics problem.

http://www.intlock.com/intlocksite/productsandservices/cardiolog/cardiolog-vs-sharepoint-reports.asp

http://www.intlock.com/intlocksite/productsandservices/cardiolog/cardiolog-vs-sharepoint-reports.asp

http://intlock.com/

mailto:[email protected]

http://www.avepoint.com/sharepoint-reporting-docave/



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With Smart Analytics you will be able to see reports around the following areas of interest:

Portal Analytics - A collection of reports that focus on user actions, visits, page loading

times, and volume.

Search Analytics - A collection of reports that display the key performance analytics

across all of your SharePoint search centers during an ad-hoc time interval.

User Analytics - A collection of reports that display the measures of how specific users

are searching and accessing content, including the SharePoint sites where this content is

located, during an ad-hoc time interval.

Query Analytics - A collection of reports that display analyses of query terms and the

query results during an ad-hoc time interval, that can be used to tune the SharePoint

search center.

Content Analytics - A collection of reports that display the accessed content and their

sources along with the SharePoint sites and other enterprise systems where this content

is located, during an ad-hoc time interval.

Search Diagnostics - A collection of reports that focus on the lowest-rated interactions

and queries, during an ad-hoc time interval.

Visual Refiners Analytics - A collection of reports that focus on the use of refiners and

the related user experience.

Smart Previews Analytics - A collection of reports that focus on previews and workspace

usage and the related user experience.

Custom Reports - Our flexible and powerful reporting engine allows for easy creation of

custom reports against a wide variety of SharePoint data, allowing flexibility in driving to

the specific analytics important to your organization.

Further Reading:

http://bainsight.com/sharepoint-analytics

Metalogix ControlPoint Reporting

Metalogix ControlPoint has a number of reporting capabilities that help organizations audit

and govern their SharePoint environments. Know who accessed your sensitive content during

the last week or month. ControlPoint’s powerful features take the pain out of complex and

time-consuming compliance, auditing and reporting tasks. Identify user or administrator

activity with unparalleled granularity – from configuration changes to documents accessed.

http://bainsight.com/sharepoint-analytics



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Discover your most valuable information, and your least, by monitoring individual user activity.

In ControlPoint it’s easy to determine exactly who is accessing which documents. Use this

insight to investigate or set permission policies and discover best practices to improve user

adoption elsewhere.

Further Reading:

http://www.metalogix.com/Products/ControlPoint.aspx

Sharegate Reporting

Through a single clean interface, Sharegate’s Audit Report displays important events

happening within your SharePoint environments. With 30+ built-in Office 365 and SharePoint

reports at your disposal, monitor every element of your environment and keep track of what

users are doing. Sharegate allows you to create your own Office 365 & SharePoint reports, save

them, and share them with colleagues.

The following are some of the key features of Sharegate’s solution.

Clear Audit Reports - Sharegate enables the auditing of all important Events happening

within multiple Site Collections.

Advanced Filtering Options - Filter results for stats that matter: Users, Dates, Types of

events, etc.

Export Audit Results to Excel - Look deeper into data by exporting to Excel, and

investigating further.

Permissions Matrix Report - Instantly see and modify who has access to what, as well as

permission levels for all Users and Groups across your environments.

Custom & Explicit Permissions Reports - Find Documents, Lists, and Sites with custom

permissions, as well as permissions given explicitly to a single user.

Office 365 External Sharing Reports - Find all Office 365 items that have been shared

with external Users, or that contain anonymous guest links.

Instant Email Notifications for Important Events - Sharegate Online alerts you when

something important is happening in your Office 365 so you stay in control of your

Tenant.

Further Reading:

http://en.share-gate.com/reporting

http://www.metalogix.com/Products/ControlPoint.aspx

http://en.share-gate.com/reporting



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Breakdown Of SharePoint Metrics What follows are key metrics used in SharePoint and where applicable some basic guidance

around those metrics.

SharePoint Usage & Search Reporting

SharePoint 2013 and SharePoint Online generate usage reports through Excel queries. Each

report shows historical data on hits and unique users. It’s possible to view this data at a site

collection and site scope. It is also possible to view this data for a specific document or page.

Accessing this data for the site collection and site is done through the site settings page.

For a specific page, you can access the popularity trends through the ribbon, under the “Share

& Track group:



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Finally, it is possible to view reports via the SharePoint Admin Center (for SharePoint Online

customers):

1. Sign into the Office 365 Admin Center as a search administrator.

2. Choose Admin > SharePoint. You’re now in the SharePoint admin center.

3. Choose search.

4. Choose View Usage Reports.

5. Click a link on the page to retrieve a report. The report opens in an Excel spreadsheet or

in another program that you can find online.

SharePoint Reporting Options

Usage analytics alone do not directly measure business value, but they can be especially useful

in providing guidance to where users are getting value and to help spot content problems,

risks, or areas for improvement.

The following are the available reports for SharePoint.

Usage: This report shows historical usage information about the site collection, such as

the number of views and unique users. Use this report to identify usage trends and to

determine times of high and low activity.

o Number Of Unique Users: This metric provides a proxy for adoption, which is a

loose proxy for value. Initially, you will want to see the number of unique users go

up each month after a launch. If you know the target audience size, you can

compare this number with the total number of employees who should use the

site to get an approximation of your success in visitor and participant diversity

(typically expressed as a percentage of the total target).

o Most Viewed Pages/Sites: This metric provides a proxy or indication for what

content is most valuable. Sites/pages not being used help identify content that

might either need to be promoted or deleted.

Number of Queries: This report shows the number of search queries performed. Use

this report to identify search query volume trends and to determine times of high and

low search activity.

Top Queries by Day: This report shows the most popular search queries. Use this report

to understand what types of information visitors are seeking. This often identified

“trending” content. Searches with good results suggest value for users and indicate

adoption. Successful searches indicate that the portal is delivering content users need.

These queries can also provide insights about what content should be promoted to the

home page or a more visible location.



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Top Queries by Month: This report shows the most popular search queries. Use this

report to understand what types of information visitors are seeking. This often identified

“trending” content. Searches with good results suggest value for users and indicate

adoption. Successful searches indicate that the portal is delivering content users need.

These queries can also provide insights about what content should be promoted to the

home page or a more visible location.

Abandoned Queries by Day: This report shows popular search queries that received

low click-through. Use this report to identify search queries that might create user

dissatisfaction and to improve the discoverability of content. Then, consider using query

rules to improve the query's results. This can also identify emerging business terms or

concepts.

Abandoned Queries by Month: This report shows popular search queries that received

low click-through. Use this report to identify search queries that might create user



concepts.

No Result Queries by Day: This report shows popular search queries that returned no

results. Use this report to identify search queries that might create user dissatisfaction

and to improve the discoverability of content. Then, consider using query rules to

improve the query's results. This can also identify emerging business terms or concepts.

No Result Queries by Month: This report shows popular search queries that returned

no results. Use this report to identify search queries that might create user



concepts.

Query Rule Usage by Day: This report shows how often query rules trigger, how many

dictionary terms they use, and how often users click their promoted results. Use this

report to see how useful your query rules and promoted results are to users.

Query Rule Usage by Month: This report shows how often query rules trigger, how

many dictionary terms they use, and how often users click their promoted results. Use

this report to see how useful your query rules and promoted results are to users.

Most Popular Items

To identify usage trends and find out at what times activity is high or low, you can view

Popularity Trends reports for a site or a site collection. The reports show historical usage

information, such as number of views (hits) and unique users per day or month. Popularity



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Trends for a page or an item in a library show how many views the page or item has had

recently.

You can also view the Most Popular Items in a library. You’ll see which items have the most

views, either recently or ever (from the first time the item became available.)

To access this functionality within a document library, click the “Most Popular Items” button in

the ribbon:

Once you click this button, you’ll get search results for the document library which you can

view by:

Most Viewed: Which displays the results sorted by the number of times they have been

viewed. This can be a proxy for helping identify the most valuable content.

Most Viewed By Unique Users: This adjusts the sort order count to only count a user

view once.

Most Recommendation Clicks (Based on Usage Patterns): This counts

recommendations clicked (when a search returns a result) instead of just counting the

views of content.

6.3. Additional Yammer Metrics & Analytics This section contains useful material around Yammer metrics and analytics.



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Yammer Analytics Recommendations Currently, Yammer Analytics and Leaderboards are being deprecated and will no longer be an

investment area in their current form from Microsoft. Instead, Microsoft is investing in the new

Office 365 Analytics Dashboard, which will contain many of these analytics and more.

In the new Office 365 Analytics

Dashboard, Office 365 admins can select

a customizable date range and track

usage from across each workload. For those

interested specifically in Yammer, they can

find reports detailing total public and

private messages, activity trends, top users,

and more.

Since reporting is limited on Office 365 for Yammer we encourage using either 3rd party

solutions or implementing your own Power BI based solution until the Power BI Content Pack is

available. Be sure to read over the Administrator Usage Reports section earlier in this

whitepaper to understand what Yammer reporting exists today.

If going the custom solution route…

Yammer has high-level metrics, the ability to export data, and APIs that provide you with all the

reporting you could need. To effectively use this many administrators may want to look at

taking the standard data export of Yammer and add additional detail/reporting. Richard

diZerega has written a sample export utility that can be hosted in Azure to export and provide

additional details in a format more readily supported by Power BI and Excel. He also created a

sample Yammer Power BI workbook that should help your IT team get started.

Read about how to get advanced Yammer Analytics data with Power BI from Richard

Download the pre-built YammerPowerBI.xlsx workbook

Download the code for the Yammer Export Processor as a Visual Studio solution

If interested, we can work with your IT teams to implement a solution like this.

However, it may be difficult to implement this solution as it requires advanced development

techniques and the code will need to change as Yammer APIs undergo continued updates.

http://blogs.msdn.com/b/richard_dizeregas_blog/archive/2014/04/09/yammer-analytics-with-excel-and-power-bi.aspx

http://1drv.ms/1hgrziw

http://1drv.ms/1hhqPJK



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For many customers, it may be better to use 3rd party tools for this reason.

If going the 3rd party route…

Microsoft works closely with the following partners to provide additional reporting and insight.

StatInsight, Tryane, and tyGraph to fill the reporting void and give Yammer champions the

granular metrics they've been so patiently waiting for. All three are available to begin using for

free today in the Yammer App Directory.

StatInsight

StatInsight's Freemium offering -- Stat -- gives all users in your network an intuitive and

interactive dashboard out of the box. In case users from across your company need to capture

Yammer metrics, regardless of if they are a Yammer admin or not, Stat makes it easy to

get network and group level data across any device. Stat also provides basic analytics such as

leaderboards and top groups, as well as rich data such as group activity and adoption and

engagement rates. Finally, StatInsight supports custom reports and can provide consultative

support to successfully grow your network.

Pricing:

Freemium offering available to all users. For granular metrics regarding group activity and

more, a premium package is required.

For more information, please check out their website, email [email protected],

@mention Kaushal Doshi in the Office 365 Network, or try the freemium product available in

the Yammer App Directory today.

Tryane

Tryane's analytics solution lets Yammer admins get more insights on their social

activity. Unique to Tryane is the ability to easily grant access to community managers who will

be able to analyze their groups’ key facts in depth. Using its proprietary

algorithms Tryane allows you to identify your true influencers based on their impact on other

members rather than just their number of posts.

With Tryane, you will be able to assess adoption rates across departments, identify social

champions, discover trending topics, get extensive group-level KPIs and much more. To help

evaluate engagement across roles, Tryane also allows users to import their org models and

benchmark users on any key performance indicator (KPI).

http://statinsight.com/




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Pricing:

Tryane provides Verified Admins access to all essentials KPIs. For deeper analytics, users need

to upgrade to the premium version.

To get started check out their website, email [email protected], join the Tryane customer

network, @mention Nicolas Saliba in the Office 365 network, or try the freemium product

available in the Yammer App Directory today.

tyGraph

tyGraph's proprietary Measure of Active Engagement (MAE Score) gives network admins a

comprehensive understanding of network and group engagement. tyGraph also provides the

option to combine your Yammer data with other data sets to provide more meaningful metrics

(e.g. compare the engagement of EMEA's leadership team with APAC's). tyGraph is available as

a hosted solution or as a private cloud. Lastly, tyGraph gives you the option to create custom

reports so admins can design reports that matter most to them.

Pricing:

Any Yammer Verified Admin can use the full version of tyGraph free for 15 days. To

learn more please visit their website, email [email protected], @mention Dean

Swann in the Office 365 Network, or try the freemium product available in the

Yammer App Directory today. For a short video, please click here.

Smarsh

Smarsh enables a unified compliance and e-discovery workflow across all content types within

an organization. Many organizations would like to take advantage of the increased cross-

department collaboration and employee engagement that Yammer brings, but risk

management considerations have loomed as too large of an adoption barrier. Smarsh enables

organizations to archive and produce Yammer files and communications in support of e-

discovery, compliance, and recordkeeping initiatives.

Through a direct relationship with Microsoft, Yammer content is ingested in its native format.

Smarsh preserves and indexes each unique element or related object of a messaging type,

rather than flattening or shoehorning non-email messages into the body of an email. By

ingesting data intelligently, Smarsh introduces a series of advantages to the search and review

process. The Archiving Platform also provides a contextual view – meaning users can view the

http://tryane.com/en/yammer_analytics.html


https://www.yammer.com/tryanecustomernetwork

https://www.yammer.com/tryanecustomernetwork

http://www.tygraph.com/


http://youtu.be/y9H1xxA-zRE



TOGETHER.

full context of the conversation including comments and files added subsequently to the

original post.

Pricing:

Smarsh offers a free demo that can be requested from their website. To learn more, please visit

their website which includes a breakdown of pricing and features in the features and services

matrix.

Feedcop

Feedcop offers security, compliance, and controls for your Yammer network. Feedcop

discovers, manages and protects your enterprise's confidential data through always-on

monitoring and policy enforcement for Yammer. Feedcop makes it easy to gain visibility into

public or private conversations and files through round-the-clock monitoring which analyzes all

Yammer traffic. Create policies that can automatically notify users, delete, flag or hashtag

messages and files which match a pattern or keywords. Automatically route conversations to

internal teams, delete content that is against policy, add hashtags to messages or manage the

use of Yammer files. Helps you demonstrate compliance with regulations by removing or

flagging Yammer content that is against policy.

Pricing:

Feedcop offers a free demo that can be requested from their website. To learn more, please

visit their website which includes a breakdown of pricing and features.

Breakdown Of Yammer Metrics What follows are key metrics used in Yammer and where applicable some basic guidance

around those metrics.

Office 365 Reports – Yammer Analytics

Within Office 365 there are a number of reports available. Most of these should be used in

Administrator Usage reports (as noted earlier in this whitepaper) or in the new Power BI

Content Pack for Office 365.

However today you can use some of these older reports/dashboards of Yammer reporting as

long as they are available.

http://www.smarsh.com/social-media-compliance/yammer/

http://www.smarsh.com/wp-content/uploads/2015/07/platform_features_71015.pdf

http://www.smarsh.com/wp-content/uploads/2015/07/platform_features_71015.pdf

http://feedcop.com/



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Historical Analytics Options

Important On May 14, 2015, Microsoft announced that Yammer will be retiring the Yammer

Analytics Dashboard and Leaderboards. These features will be replaced with the Office 365

Analytics dashboard and some third-party applications. To learn more about this change, read

the announcement on the Office 365 Network.

The Analytics Dashboard App (Yammer)

The Yammer dashboard allows you to see a set of analytics over the past 7 or 28 days.

The following sections are included in the dashboard:

Overview: This displays a quick overview

of the network. It will show how much

your network has grown by regarding the

Likes, Members, Messages, Files and

Notes added to your network.

Members: This shows basic member

engagement. Engagement is measured

as any form of network activity, including

posts, replies, likes, expanding a post or

viewing group feed. A graph and a

comparison to the previous period is

included so you can determine if you are

trending in the right direction. New

members and total members (all time) are also listed.

Messages: This shows the number of messages posted on the network. Information

about private, group and total (all time) messages are also displayed and available for

viewing by filtering the chart displayed.

Groups: This section displays the number of active groups with a graph to show this

over time. Additional information about new groups, public, private and total number of

groups (all time) is included.

Top Public Groups: This was a listing of the top 5 groups based on the messages

posted. Displays the messages and number of people creating these posts.

Files: This was a way to view the number of files uploaded in this period, with a graph to

show the change over time. Also lists the number of file views and total files uploaded.

https://www.yammer.com/itpronetwork/#/Threads/show?threadId=536576467



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Notes: This was a way to view the number of notes

created in this period and the graph for the visual.

Notes edited, viewed and total are also broken out.

Access: Within this section there are bar graphs and

pie charts showing how your Yammer network is

accessed and what applications they use to post

messages. You can also view a pie chart of the types

of mobile clients accessing the network.

The Leaderboard App (Yammer)

The leaderboard is a Yammer application that gives users access to statistics about their

network over a range of time spans. This report displays a list of sections showing the top 3

people for some network engagement related measures and can be expanded to show up to

10 members. Each measure can be selected to display results for the last 24 hours, seven days,

28 days, or All Time. The measures included in the leaderboard report are listed below.

Most Liked Members: Top 10 users whose messages have received the most "Likes".

Most Replied to Members: Top

10 users whose messages have

received the most replies.

Members with the Most Posts: Top

10 users who have the most

public messages posted

Most Replied to

Conversations: Top 10 threads that

have the most replies

Conversations with the Most

Participants: Top 10 threads that have the most participants

Additional Yammer Metrics Available Via Custom or 3rd Party Solutions

Due to the discontinued nature of Yammer Analytics Dashboard & Leaderboards and until

capabilities are richer within Office 365 Analytics it may be needed (and is recommended) to

utilize 3rd party products or to use the data from an export to get additional insight into your

Yammer network.



TOGETHER.

What can you do beyond what is described in the Yammer Apps above?

These are just examples of the many things possible when you go beyond OOTB capabilities

provided by Yammer and Microsoft. By extending them with exports and Power BI or 3rd party

apps you can:

Yammer data can be reviewed over longer periods of time.

o This can also include more trending information.

Example: Are the number of messages per user or threads per user

increasing or decreasing over the course of months or a year?

Tag mention counts can be represented in a variety of ways.

o This can help identify popular #tags that are used within Yammer.

o It is a critical metric when supporting campaigns, contests and other activities

that use #tagging as a way to document successes, completion, or key

activities/requests.

Count of Yammer likes and the ability to correlate this data.

o While a weak engagement metric, it can indicate a volume of participation that is

indicative of how much interaction might be going on in your Yammer

environment. Many lurkers like content, but don’t necessary post a reply. This

data is more useful when it can be determined based on a group, topic

correlation, or based on the number of likes in total a user gets for their topics.

Yammer Group activity details that are invaluable for Group Admins such as:

o The number of members of a Group.

o The number of posts within a Group.

Yammer posts by location (geographic distribution).

Yammer post response times.

By showing the number of minutes, hours or days, it takes to reply

it can help indicate the level of responsiveness for the Yammer

network, group or about a monitored tag (like #Help).

Advanced analysis may also be possible helping outline message

volume impact on time to respond.

o The number of replies within a Group.

Advanced analysis can also show how long replies take based on some

correlations.

o The number of likes within a Group.

o The number of shares within a Group.

o The number of attachments within a Group.

o Identification of groups that are inactive.



TOGETHER.

Yammer user details that greatly help understand user growth/investment such as:

o Yammer user praise count which can help identify the most praised users within a

specific time frame.

o Yammer user follower counts to help determine which users are most influential.

Understanding who is following a user can also be useful information. By

looking at users who are following and being followed additional insight

can be provided such as common topics/subjects that they are liking or

common users they praise and follow.

o Total likes by username which can indicate how often this user reads or

consumes other Yammer content.

o Total shares by username which can indicate the amount that a user curates or

shares posts/content with other groups or users.

o The number of times a user is mentioned in Yammer posts.

This can help identify users who are engaged more or are individuals who

could use additional support around Yammer.

Yammer content details such as:

o Content growth and contributions count.

Keeping in mind that Yammer is great for “Official” content that will not

need to change this can help understand whether additional guidance

should be provided to encourage users to use collaborative platforms like

SharePoint for content that undergoes more changes.

o Content’s follower and share count which can be used to help determine what

content may be the most influential.

External Networks Activity as OOTB this is not as robust.

Sentiment analysis of posts and content.

o Potentially (if sentiment analysis is also used) it can also provide sentiment

information based on Yammer posts. This can help share whether sentiment

overall is positive, or sentiment is positive based on specific tags/groups.

Recommended Yammer User Types

Example breakdown of Yammer recommended user reporting:

Inactive User: Inactive users are important as they are users who may need additional

awareness support for Yammer. It is possible to identify a user as inactive if they have

performed no new posts, liked, or visited Yammer in the last month.

Lurker: Lurkers may be important users as they visit and consume Yammer content but

do not contribute actively to it. A lurker may be identified as a user who has visited



TOGETHER.

Yammer within the last month but who has contributed nothing in the form of Yammer

posts, likes, or content.

Active User: These users are important to track and encourage more participation.

Active users contribute at least one message or have liked at least one thing in the past

month. In some organizations, a further breakdown of Active User types is identified to

better measure growth and the social network’s impact.

Very Active Users/Champions: These users are much more active and tend to be

regular contributors. They make great champion or influencer targets. These users

typically contribute more than ‘Active Users’. The amount or identifier for these users

can vary but as a baseline, they should contribute more than ten times in the last month.



TOGETHER.

7. KEY TAKEAWAYS Measuring “return on investment” is important to managers and leaders seeking to win

approval for the deployment of Office 365 in the enterprise. As discussed in this whitepaper, a

myriad of approaches can be used to justify the benefits that result from Office 365 usage and

adoption. Ultimately, executives and leaders should expect to stitch together a series of these

ROI rationales, relevant to their organization, when justifying their proposed budget for Office

365 implementation, adoption, and improvement activities.

This whitepaper is designed to be a starting point in an organization’s ROI evaluation journey.

While extensive, the suggestions listed here should not be viewed as the only way that the

return on Office 365 can be measured. Each organization will have a different set of business

objectives and key performance indicators. And some of these may spark more creative

thinking, that leads to additional innovation in ROI measurement.

Your journey in identifying hidden ROI will be easier once you recognize the unique and

growing role of collaboration, productivity and communication technologies like Office 365 in

boosting operational performance. Identify the benefits that accrue from making Office 365

more reliable, ubiquitous and easy-to-use and you will have a head-start on the path to

identifying the value that it generates for your organization.

We hope you are inspired by the stories of other organizations being successful with driving

real business impact in Office 365. And we hope you will also share your story as loudly and as

broadly as you can in the future.

NOTE: We tried throughout this Whitepaper to not highlight our services, but this is a subject

we are passionate about and help many organizations with. Please do not hesitate to

give us a shout at [email protected] if you are interested in getting some additional

advice or assistance from our team of experts, it never hurts to ask.




TOGETHER.



TOGETHER.

8. RESOURCES This section contains useful resources around Office 365, ROI, metrics, and analytics.

8.1. Our Whitepapers & Related Resources A few of our popular (and comprehensive) whitepapers:

“When To Use What” In Office 365 – This 70+ page whitepaper is a guide around

providing the right kind of enterprise user guidance for Office 365.

Intranets With Office 365: What You Need To Know – This 70+ page whitepaper is a

definitive guide to planning, and building world class Office 365 Intranets.

External Sharing With Office 365: What You Need To Know – This 30+ page whitepaper

outlines all of the key decisions and how to make them when it comes to enabling

external sharing in Office 365, and when/where you may want to configure or extend

those capabilities.

Driving Office 365 Adoption & Usage: What You Need To Know – This 70+ page

whitepaper outlines all of the key considerations when planning and improving Office

365 technology and end user adoption.

There is a supportive resource document for this whitepaper that can be downloaded at

http://Office365Resources.com. Many other great resources and samples can be found and are

regularly posted on our resource site.

Report Planning Samples for Office 365 – This resource contains guidance around

effectively reporting on Office 365. The examples are fully detailed and are a great start

to planning your own Office 365 reports if you haven’t done so already.

8.2. Community Leadership There are a few thought leaders we would like to call out in this space (they have a multitude

of great material):

Susan Hanley – An MVP & leader on SharePoint governance, metrics & strategy.

o Susan’s Whitepaper from 2011 on “A Practical Framework for SharePoint Metrics”

is well worth a read. It is easy to understand and full of great complimentary

content for this paper.

Sarah Haase – A leader in real world business process analysis, improvement and ROI.

http://whentousewhat.com/

http://office365intranets.com/

http://office365extranets.com/

http://office365campaigns.com/

http://office365resources.com/

http://office365resources.com/

http://www.susanhanley.com/

http://cloud2.snappages.com/b8898dc2c08e137d03449de65b9e82e108c15658/A_Practical_Framework_for_SharePoint_Metrics.pdf

https://blog.splibrarian.com/



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o A great post that is well worth a read is her post on “Land Of Confusion: Why Are

Our Business Processes So Bad?”

Christian Buckley – An MVP leader in Office 365 & collaboration.

o Christian has been focusing on getting more insight with other community

thought leaders around metrics for successful collaboration. He has a few

upcoming sessions at Ignite on the topic and an open survey you can participate

in that is discussed in this recent blog post “The Metrics for Successful

Collaboration.”

8.3. Additional Recommended Reading There are a few additional reports or blog posts that are well worth a read.

Forrester Total Economic Impact Study Overview

Forrester Total Economic Impact Study PDF

Yammer Groups and Business Value – Does size matter?

https://blog.splibrarian.com/2014/07/02/land-of-confusion/

https://blog.splibrarian.com/2014/07/02/land-of-confusion/

http://beezy.net/2016/08/metrics-successful-collaboration/

http://beezy.net/2016/08/metrics-successful-collaboration/

http://www.whymicrosoft.com/see-why/office-365-tei-study-forrester/

http://download.microsoft.com/download/E/C/8/EC85A331-A99D-4FF1-9D49-B6FF61D45B72/Office%20365%20TEI.pdf

http://www.slideshare.net/pekadad/group-size-impactonvaluesikm?qid=3445adc4-7169-4300-98fd-2528e37b20cb&v=qf1&b=&from_search=3



TOGETHER.

9. ABOUT 2TOLEAD 2toLead has been labeled as a generous Microsoft consulting company by its clients and employees.

2toLead employs trusted, passionate and experienced consultants who work hard to solve the most

challenging business and technology problems that face our clients.

The Top 3 Ways 2toLead Helps Customers:

1. INCREASE ADOPTION by going far beyond just deploying things right and ensure your

organization is being pro-active in getting the maximum value out of your technology

investments.

2. LEVERAGE THE CLOUD to reduce costs, improve business agility and capabilities inside and

outside of your organization by leveraging cloud technology like Office 365 and Azure.

3. IMPROVE EXPERIENCES & ENGAGEMENT by understanding where, how, and why users

interact with your business while building world-class portals, social networks and websites that

your customers, partners and users love.

The reason 2toLead is called a generous consulting company is that when we hire employees, it is

extremely important to us that they are both passionate about technology and generous people. The

generosity of our employees is a critical reason for why we are so successful. Most of our customers hire

us to ‘give advice’ and we believe the give portion of that statement is just as important as the advice

portion.

For more information:

Visit our website at www.2toLead.com

Follow us on LinkedIn

Like us on Facebook

Follow us on Twitter @2toLead

http://www.2tolead.com/

https://www.linkedin.com/company/5243389

http://www.facebook.com/2toLead

http://www.twitter.com/2toLead



TOGETHER.

10. AB OUT THE AUTHOR S

KANWAL KHIPPLE

Kanwal, Founder & CEO of 2toLead, is a leading User Experience expert within the SharePoint industry,

with experience in building award-winning portals and solutions that take advantage of Microsoft’s Cloud

platform (SharePoint, Office 365 & Azure). Kanwal’s drive for success as the Creative and Technical Lead

on projects has garnered him as a recipient of the Neilson Norman award for Top 10 Intranets (2014 &

2015).

Kanwal’s passion lies in continuing to push for user experience innovation when redesigning intranets for

the majority of the largest brands in the world. He continues to preach on the importance of designing

with usability as the primary focus. Kanwal’s thirst to share knowledge has made him a prominent figure

within the SharePoint community. Because of his passion and his involvement in many community driven

events including launching successful user groups in Canada and the USA, Kanwal has been recognized

as a SharePoint MVP by Microsoft (2009 to 2013) and most recently as an Office 365 MVP (2014-2016).

He’s also co-authored a book on Pro SharePoint 2013 and Responsive Web Development

http://amzn.to/sp2013rwd

Feel free to reach out to him if you’d like to discuss your project, want to run an idea by him or just

want to reach out to a friendly technologist.

http://www.twitter.com/kkhipple +1-416-888-7777

www.LinkedIn.com/in/KanwalKhipple [email protected]

www.Slideshare.net/kkhipple

http://www.twitter.com/kkhipple

http://www.linkedin.com/in/KanwalKhipple


http://www.slideshare.net/kkhipple

https://www.google.ca/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&ved=0ahUKEwjuzfeY0pbMAhVDk4MKHd7KA5IQjRwIBw&url=http://2bilder1404.xyz/telephone-icon/&bvm=bv.119745492,d.amc&psig=AFQjCNGLxdw3oaeOsYrkHQfhtuWn4y8Gfw&ust=1461015792103708



TOGETHER.

RICHARD HARBRIDGE

Richard is the Chief Technology Officer and an owner at 2toLead. Richard works as a trusted advisor with

hundreds of organizations, helping them understand their current needs, their future needs, and what

actions they should take to grow and achieve their bold ambitions.

Richard remains hands-on in his work and has led, architected, and implemented hundreds of business

and technology solutions that have helped organizations transform both digitally and organizationally.

Richard has a passion for helping organizations achieve more; whether it is helping an organization build

beautiful websites to support great content and social strategy, or helping an organization leverage

emerging cloud and mobile technology to service better their members or the communities that they

serve.

Richard is an author, MVP and an internationally recognized expert in Microsoft technology, marketing,

and professional services. As a sought-after speaker, Richard has often had the opportunity to share his

insights, experiences, and advice on branding, partner management, social networking, collaboration,

ROI, technology/process adoption, and business development at numerous industry events in around the

globe. When not speaking at industry events, Richard works with Microsoft, partners, and customers as

an advisor to business and technology, and serves on multiple committees, leads user groups, and is a

Board Member of the Microsoft Community Leadership Board.

http://www.twitter.com/rharbridge +1-416-300-3678

http://www.LinkedIn.com/in/rharbridge [email protected]

www.Slideshare.net/rharbridge

http://www.twitter.com/rharbridge

http://www.linkedin.com/in/rharbridge


http://www.slideshare.net/kkhipple

https://www.google.ca/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&ved=0ahUKEwjuzfeY0pbMAhVDk4MKHd7KA5IQjRwIBw&url=http://2bilder1404.xyz/telephone-icon/&bvm=bv.119745492,d.amc&psig=AFQjCNGLxdw3oaeOsYrkHQfhtuWn4y8Gfw&ust=1461015792103708



TOGETHER.

BORIS BAITSOV

Boris has a mission to constantly deliver exceptional work and to never shy away from big challenges.

With a background in molecular genetics, management, and technology innovation he works with

customers to develop better technology strategies, prioritized business objectives and clear requirements.

As a senior consultant aligned with Communications, Media and Technology, Boris delivers high-tech

solutions and software to a variety of companies and industries. He’s helped design and deliver innovative

sales origination software for frontline Financial Advisors, tested and deployed novel public transportation

fare-payment systems, and helped create cloud-based CRM solutions for Commercial Leasing and

Investing organizations.

http://www.twitter.com/BorisBaitsov

https://www.linkedin.com/in/boris-baitsov-2575a062

[email protected]

http://www.twitter.com/BorisBaitsov

https://www.linkedin.com/in/boris-baitsov-2575a062


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