Outdated technology can cost SMBs a lot more than a slow boot up

In the past large enterprises had many advantages over small businesses when it came to using and benefitting from the latest IT tools and services.  But over the past decade the world has changed.  Today with the advent of cloud services like Office 365 and powerful new mobile devices, small businesses can benefit from the same technology as larger firms.

Take Office 365 as an example.  Small businesses can adopt enterprise-grade capabilities or even opt for a tailor made solution to meet the needs of their business, all at an affordable price point.  The benefits of these new services are significant for smaller enterprises that need to work smarter – using better collaboration and communication – but they also help improve customer acquisition and retention.  Consider the fact that 90% of consumers said they would take their business elsewhere if a small business was using outdated technology.

Needless to say, there is a lot to be gained from ditching outdated technology and upgrading to modern solutions like Office 365 or Office 2013. We’ve connected with small businesses around the world to see how they’re benefiting from modern technology, and here’s what we found.

• FLO Wine founder and jazz musician Marcus Johnson tried using Google Apps to run his business while on tour, but the collaboration tools he needed were sorely lacking. Marcus took FLO Wine to the cloud with Office 365 and never looked back – by using shared calendars in Office 365, Marcus is able to maximize promotion activities by coordinating schedules with his music team. By streamlining calendaring, the company has acquired more than 5,000 consumers worth tens of thousands of dollars. Read more about FLO Wine here.
• Steve Moore Chevrolet needed a tech makeover when IT manager Nick Portello started working there in 2012. Right when he started, one of the executives’ hard drives crashed and burned, and unfortunately took important company files along with it. To make matters worse, some of the company’s software licenses had lapsed, leaving them at risk for an audit and big fines from their software vendors. For this reason Nick decided to upgrade to Office 365, which is always up to date, ensuring that they never run into this problem again. With everything stored in the cloud, none of the executives will need to worry about losing company data in the future.
• Wildlands Conservation Trust, an organization leading the charge for sustainable growth in South Africa, needed a way to keep employees connected from remote areas throughout the country. The home office has frequent power outages, so workers in outlying areas weren’t able to reliably access files. In fact, there would be hours when they wouldn’t be able to get any work done. Andrew Whitley, strategic manager for Wildlands, moved the organization to Office 365 so they would no longer lose time and money in the event of intermittent power outages and poor connectivity. Now teams across South Africa can always access their files and stay connected by leveraging the power of the cloud via Office 365 and mobile devices.

These are just a few of the thousands of SMBs who have adopted what modern technology has to offer. Rather than relying on aging hard drives, basic clip art and stationary workstations to make their companies shine, small business owners can now benefit from industry leading apps, automatic updates, standardized file formats, built in security, and cloud storage to optimize and run their businesses. And new technology doesn’t just mean working faster and better – it means increased revenue and customer satisfaction. According to a Boston Consulting Group (BCG) global study commissioned by Microsoft in 2013, if all small businesses across the globe upgraded to the latest technology, they could potentially boost their revenues by a combined $770 billion and create more than six million jobs.

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Call Quality Methodology scorecard for Lync Server

A peek into the scorecard

Included in the Network Guide download is a powershell script (CQM.ps1) that automates the execution and collection of the SQL queries discussed in the Network Guide. When you point the scorecard at your data, it will generate a bunch of views so you can get a handle on the distribution of audio streams in your environment, which ones are showing a high percentage of poor streams and how they are trending over time. The scorecard view then presents all this in a summary table that correlates with the ten elements of CQM just as you see in the CQM poster. The areas are grouped by Red (Server Plant), Blue (Last Mile) and Green (Endpoints). A final area is classified as Unmanaged at the bottom which shows all external streams (media streams originating on the internet and coming into Lync via Edge servers).

First we’ll talk about the supporting views and then the Scorecard view to determine how to make improvements.

The Stream Distribution view shows you the types of audio streams used most in your environment, along with the proportion of those streams that are poor.

The scorecard also breaks the poor streams out by type, so you can see the top contributors. Here’s an example of a chart in Poor Stream Distribution view:

You can also look at trends for each type of stream. The image below, for example, shows a view of the trends for the Mediation to Gateway stream.

These views show you where the hot spots are in your environment. The Scorecard view shows you what you can do with these hot spots across ten categories to improve your call quality.

The Scorecard view correlates with the ten elements of CQM and shown visually in the CQM poster. The areas are grouped by Red (Server Plant), Blue (Last Mile) and Green (Endpoints).

For example, here is the view of devices and their corresponding mean opinion scores (MOS) across an organization’s users:

You can customize the thresholds for each element in the scorecard. If scorecard item is Red or Yellow, check the associated set of actions suggested in the last column. In this devices example, you should look in the TopIssues view to see the worst devices in your environment and then check the results of the utility query tab (Util_1_Users_Devices_Streams) to find all the users who have these devices so you can work with them to troubleshoot and potentially replace them.

In addition to listing the worst performing devices, the TopIssues view lists the top 10 problem areas across each of the remaining CQM categories. For example, here is a list of the top ten issues for an organization’s Mediation to Gateway streams:

Top 10 PoorStreamsRatio issues for Plant_2_Mediation_Gateway where AllStreams > 50

In this example, you can see the 10.98.6.58 gateway is the common element across all of the Mediation Servers. Your next step here is to take a closer look at the gateway configuration and the network devices in common between the mediation servers and this gateway to figure out what could be causing the high percentage of poor streams.

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Learn how to protect your organization from the human element

Join us for the second episode of a two-part Modern Workplace special security series, “Cyber Intelligence—the human element,” airing March 7, 2017 at 8 a.m. PST / 4 p.m. GMT. In this episode, get a deeper look inside the biggest threat to an organization’s security—its employees. In addition, you will learn how to motivate your team to proactively help prevent a breach.

• Cyber intelligence advisor, Dr. Jessica Barker, shares simple steps you can take today to motivate your organization to help keep security threats at bay.
• CISO for Nielsen, Phil Ferraro, discusses five common security myths you must avoid to protect your data.

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