Communication workarounds are a big problem, particularly in small to midsize enterprises (SMEs).
Recent workforce studies show that more than half of workers waste time shifting between uncoordinated tools, navigating an average of seven different platforms to finish routine tasks. Instead of streamlining collaboration, the explosion of fragmented channels has forced employees to invent temporary “fixes” to get work done.
While larger enterprises often have strict IT governance, SMEs are more susceptible to communication fragmentation. When an SME team relies on manual workarounds to stay afloat, the business loses scalability, introduces human error and bleeds revenue.
Why Workarounds Overwhelm SMEs
When communication friction occurs, SMEs often buy another software tool rather than optimizing an overall strategy. This creates a chaotic ecosystem in which employees might use Microsoft Teams for chat and video, email for clients, and text messages for emergencies. Because systems rarely integrate seamlessly, workers resort to manual workarounds.
Employees often move business discussions to personal texting or consumer messaging apps. This hides data from company systems and exposes the business to regulatory and legal vulnerabilities.
Operating under a patchwork of workarounds creates an illusion of functionality. Tasks get done, masking the underlying organizational damage.
Employers spend up to 20 hours per week managing digital messages. Nearly half report that their core productivity suffers due to uncoordinated channels. The bottom line: Ineffective communication costs businesses from $3,640 to more than $12,000 per employee each year in lost output.
The Root Causes of Communication Problems
Many SMEs rely on outdated, on-premises phone systems due to financial caution and hidden technical debt. If an old phone system handles standard calls, leadership is hesitant to replace it with a recurring monthly software subscription. However, legacy systems don’t support remote or hybrid work. When employees work from home, they resort to using their personal cell phones or consumer accounts.
Extreme software fragmentation is another problem. Individual department heads can easily swipe a credit card to buy a specialized tool. Without centralized IT oversight, these platforms operate as isolated silos.
When SMEs do try to implement a unified communications platform, they often buy the license but fail to train their staff. They also fail to account for differing workstyles. Employees quietly revert to their preferred personal apps.
The Communication Optimization Strategy
To avoid the trap of employee workarounds, leadership should focus on organizational alignment and total cost of ownership (TCO). A structured approach can help SMEs pick the right system and manage it throughout its lifecycle.
Before evaluating platforms, SMEs should map out how different types of employees actually work. They should then audit the existing tech stack to determine what functionality needs to be replaced. They should also evaluate the technical infrastructure to ensure it can support a modern platform.
A platform is not a one-time purchase. SMEs should establish communication guidelines and roll out the new platform in phases. “Platform champions” can help facilitate adoption. SMEs should audit utilization annually and make sure systems remain integrated. After three to five years, SMEs should calculate TCO against newer alternatives and determine whether the existing platform can handle business growth.
The Mitel Approach
Mitel uses a hybrid strategy to address the root causes of communication workarounds. They target businesses that want modern features without throwing away existing hardware or forcing every employee into one tool.
The MiVoice Business Small Business Package features an onsite controller with native support for legacy analog lines, traditional desk phones and modern SIP trunks. An organization can maintain local control today and migrate to a private cloud later, keeping the same hardware and user licenses.
To stop employees from adopting shadow IT channels, Mitel offers native integrations with Microsoft Teams and Zoom Workplace. Workers can keep using their preferred interface for everyday messaging, while Mitel runs quietly in the background handling enterprise-grade calling and routing.
Verteks is a longtime Mitel partner with deep expertise in the company’s product line and technology roadmap. Let us help you develop a communication strategy that eliminates productivity-sapping workarounds and helps drive your business forward.
