A Method for Developing and Applying Metrics Profiles for the Benefits Management of Enterprise Collaboration Platforms

In recent years, Enterprise Collaboration Systems (ECS) have increasingly been introduced as core components of the digital workplace. Organizations have a range of different goals that they want to achieve when they implement a new collaboration software. In our paper, we argue that traditional controlling indicators with a focus on delivery dates and costs are not suitable to measure the return on investment and the benefit that a user company can achieve from the digital support of work. Conventional indicators provide limited value because they cannot be used to directly attribute the contribution of a digital collaboration project to the achievement of corporate goals. The research described in this paper is part of a long-term university-industry research initiative and the findings contribute to a broader understanding of the metric-based analysis of benefits from ECS use in organizations. We present a method for developing and applying “metrics profiles” to ECS, which makes it possible to analyze the realization of benefits over time. The method was tested and evaluated using non-reactive ECS data from an operational collaboration platform that has been in operation for more than seven years.