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The Total Economic Impact ™ of Microsoft Dynamics 365 Customer Service
Read this latest (March 2024) Microsoft-commissioned Forrester TEI report based on the responses of five interviewees that were combined into a single composite organization that generates revenue of $1 billion per year and has 500 full-time support agents. In it you will discover the cost savings and business benefits enabled by Dynamics 365 Customer Service, most notably a 315 ROI, 40% increase in agent productivity, 20% faster first call response time and $1.13 million in new profitability. Dynamics 365 Customer Service can help your service organization unlock trusted knowledge to accelerate on-boarding and case resolution, improve efficiency, and automate tasks for agents in their flow of work. Reach out to to put the power of MS Dynamics 365 Customer Service to work in your organization.
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What are the key benefits of using Dynamics 365 Customer Service?
Organizations can experience several benefits from implementing Dynamics 365 Customer Service. Key advantages include a 40% reduction in average handling time for support agents, leading to significant productivity gains. Additionally, there is a 20% improvement in first-call resolution rates and a 15% decrease in misrouted support calls. These enhancements can translate into a revenue increase of approximately $1.13 million over three years, along with cost savings of around $978,000 from retiring outdated customer support solutions.
How does Dynamics 365 Customer Service improve agent productivity?
Dynamics 365 Customer Service enhances agent productivity by automating many of the manual tasks that agents previously handled. This automation allows agents to spend less time gathering customer information and more time engaging with customers effectively. On average, agents can save about 468 hours per year, which contributes to a total savings of $8.9 million in present value over three years for the organization.
What are the costs associated with implementing Dynamics 365 Customer Service?
Organizations can expect several costs when implementing Dynamics 365 Customer Service. These include annual subscription fees ranging from $1.17 million to $1.24 million, totaling approximately $2.98 million in present value over three years. Additionally, there are implementation, training, and ongoing management costs estimated at $562,000 over the same period. Overall, the total risk-adjusted costs for a composite organization amount to about $3.54 million over three years.
The Total Economic Impact ™ of Microsoft Dynamics 365 Customer Service
published by COR Concepts
COR Concepts provides Information Governance, Records Management and Enterprise Content Management (ECM) consulting and training services. The company is built on the belief that any Information, Records or Document Management initiative should be designed to extract the maximum business benefit for the organization.
We bring together Compliance, Risk Management and Operational information requirements in a way that delivers benefits to each one of these diverse business units. Our approach is to use an array of industry standards and best practice methodologies to ensure that each implementation will stand the test of time.
We see information governance and records management as an integral part of any Enterprise Content Management implementation and focus on building a solid platform including a records management policy, records management procedures, file plans and a solid change management infrastructure. Building and implementing governance structures is becoming essential for success and we design structures to ensure that all governance aspects are included.
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