Are Your Communications Tools Delivering ROI? A Practical Framework for IT & Finance Leaders

Evaluating the return on technology investments remains one of the biggest challenges for IT and finance leaders alike. Communications platforms sit at the centre of this debate. Every executive assumes these tools should deliver value, but few can point to a robust IT ROI framework that stands up to a CFO’s scrutiny. 

If you’ve ever sat in a boardroom and watched eyes glaze over while trying to explain the impact of unified communications, you’re not alone. Modern workplaces depend on connected communication channels but proving that investment moves the needle on revenue and productivity is a different game entirely. 

To build credible confidence in your communications ROI, you need a structured model that aligns technology investments with business outcomes. This kind of framework doesn’t just list benefits – it quantifies them.  

Why Conventional UC ROI Models Fall Short 

Traditional ROI models often focus on cost avoidance – for example, retiring legacy PBX systems or consolidating licences. These may be real savings, but they fail to truly capture the full story.  

Modern communications platforms should be evaluated by how they drive: 

• Efficiency improvements 

• Employee productivity 

• Customer satisfaction and retention 

• Risk reduction and compliance adherence 

How to Measure Communications ROI 

Here’s a structured approach that leaders can adopt to make the case for UC investments: 

1. Define What You’re Measuring 

Start by identifying the specific business outcomes the communications tools are intended to influence. These should map directly to strategic goals – for example: 

• Reducing time spent in meetings by improving collaboration tools 

• Lowering support ticket volumes thanks to better availability of employees across channels 

• Increasing first-contact resolution rates in customer service 

This step lays the groundwork for credible ROI calculations by anchoring technology use to desired business results. 

2. Quantify Productivity Gains

One of the most cited benefits of UC platforms is increased productivity yet measuring it can feel elusive. The key is focusing on measurable processes and behavioural changes. 

Industry research shows that integrated UC systems can reduce repetitive tasks, cut decision-making time, and eliminate unnecessary meetings – all of which translate to tangible time savings. For practical modelling, convert estimated hours saved into full-time equivalent (FTE) cost reductions to illustrate value in financial terms. 

Once you have these figures, they can feed directly into your broader ROI model for UC investments and help bridge the gap between abstract benefits and hard numbers. 

3. Incorporate Engagement and Experience Metrics

People, not technology, drive outcomes. The impact of unified communications on employee engagement often gets dismissed as a “soft” benefit. Greater engagement can enhance retention and performance, which has bottom-line consequences. 

Engaged teams collaborate more effectively and are less likely to churn – a hidden cost that, when aggregated, can dull ROI. Strengthen your business case by linking improved collaboration with measurable impacts like reduced turnover and higher project throughput.   

4. Use Analytics to Drive Insight

You can’t manage what you don’t measure. Advanced analytics – from usage dashboards to performance monitoring – are essential for showing how communications tools are being adopted and where value emerges. Tools that surface insights into user behaviour can help expose inefficiencies and guide decisions.  

For example, analytics that reveal underutilised licences or lightly used features allow procurement teams to rebalance spending without sacrificing capability. 

5. Benchmark and Report Regularly

ROI isn’t a one-time calculation; it’s an ongoing conversation. Comparing current performance against past baselines and industry benchmarks reinforces the value narrative. Regular reporting also helps uncover incremental opportunities to optimise spend or expand usage where it drives value. 

For instance, studies demonstrating that teams with integrated UC tools save significant time or improve customer engagement can be powerful validation of your ROI model.  

Guarding Against Common Pitfalls 

An optimistic framework still needs rigorous discipline. Avoid these common mistakes: 

• Ignoring adoption metrics: If your workforce isn’t using the tools fully, projected gains won’t materialise. 

• Overlooking costs beyond licences: Training, change management, security and compliance all carry costs that must be factored into an IT ROI framework. 

• Failing to tie outcomes to financial metrics: CFOs will want to see impact expressed in dollars or percentages, not just descriptive benefits. 

Closing the Gap Between IT and Finance 

Strong ROI frameworks turn technology decisions into business decisions. Instead of presenting communications tools as “nice to have,” you’re offering metrics that articulate strategy, catalyse productivity improvements, and justify ongoing investment. 

If your current communications tools can demonstrate measurable improvements in efficiency, engagement, customer satisfaction, and risk management you’re not just showing cost savings, you’re proving strategic value. 

Whether you’re renewing licences or justifying future spend, a transparent, evidence-based approach strengthens confidence and builds internal credibility. 

Looking to learn more about UC implementation? Read our comprehensive UC Buyer’s Guide.