This calculator is one half of the equation. To determine your potential ROI, we need to work with you to factor in the subscription investment. If you would like to see a custom ROI analysis for your support center, just click on the ROI button on the bottom of this page.
We will be in touch with you to learn more details about your support environment and then we can email you the finished product.
This Savings calculator begins with information we have calculated using data from the 2006 Help Desk Practices Survey. Those are the values you see in the left hand column below. If you know what the actual number is from your support desk, simply fill it in the box to the right.
In addition, we have had to make certain underlying assumptions that are hard-coded into this online calculator, if you would like to modify any of those variables, we can do that for you as well. Contact a RightAnswers Sales Manager and then we can run various scenarios changing any variables you like.
Based upon our experience, we use the following assumption to calculate your savings: 50% of support calls the currently escalate to 2nd level will no longer do so through the use of Knowledge-Paks. For those calls that can be resolved using Knowledge-Paks, and for those calls only, there will be a 50% Reduction in Median Call Time.
Of the calls that you receive that are for either "Standard Desktop Software" & "Operating Systems", 60% will be resolved with Knowledge-Paks. If the Self-Service option is chosen when running the Savings Calculator, we assume that 33% of only those calls regarding either "Standard Desktop Software" & "Operating Systems" can be resolved via self Service.
This Savings Calculator will help you determine the amount of money you can save your organization by deploying a Knowledge-Paks subscription for use by your Support Analysts and end-users. Using the calculator is simple, first, enter the four required fields on the upper half of the form. Then, begin entering information into the Help Desk Data part of the form. To get a customized savings estimate, you only need to enter the first three fields, Number of Analysts, Number of End Users and Median contacts per month and then click, "Calculate". If you have more specific data about times and costs, it will only serve to make this estimate more accurate.
Where's the ROI | How It Works | Underlying Assumptions
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Help Desk Data
