Transcription
The Real Valueof RemoteSupport:Projecting theROI of GoToAssist
GoToAssist is a powerful, cloud-based set of tools that driveservice efficiency and customer satisfaction in a single, integratedsolution:GoToAssist Remote Support lets IT professionals, consultantsand managed service providers quickly deliver live andunattended support sessions to users and customersanywhere.GoToAssist Service Desk gives support providers and IT teamsa simple-to-use platform for managing services and trackingissues.This paper explores the business case for adopting GoToAssist.Technology Finance Partners, a firm specializing in producingROI analyses, has cooperated with LogMeIn to estimate thevalue. Your costs and benefits may differ substantially from thosedepicted here.A typical ROI analysis occurs in four steps:1. Forecast benefits expected from the investment underconsideration.2. Project associated costs including internal and vendorexpenditures.3. Map benefit and cost projections over a reasonable timehorizon (typically five years).4. Calculate key financial metrics that take into account themagnitude and timing of projected benefits and costs.2
An ROI analysis for GoToAssistFor the purpose of this ROI analysis, all figures are based off afictional software company with 120 employees worldwide.1. Forecast benefitsBenefit #1: Increased Self-ServiceWith GoToAssist Service Desk, external customers and internal help desk callers may consult theknowledge base to resolve issues themselves. The portal also enables customers to track incidentprogress, and once their incident is resolved, they can rate the service. Thanks to GoToAssist, fewercalls remain that require technician cenarioData Sourcing &Comments85,61285,61285,612Per CS EOY reportCalls deflected with selfservice enabled by CitrixGoToAssist5%7.5%10.0%Per internal analysisCalls deflected with selfservice enabled by CitrixGoToAssist4,2816,4218,561 Calls X deflectionCost pertechnician-handledcontact 8.21 8.21 8.21Per CS EOY reportMetricTotaltechnician-handledcalls / yearAnnual AssociatedValue 35,145 52,718 70,291 Deflected callsX cost per call3
Benefit #2: Reduced Handle TimeGoToAssist Service Desk and Remote Support enable technicians serving external customers andinternal help desk callers to assess incoming requests and to leverage insight gained from previousincidents to resolve customers’ issues as quickly as possible. As a result, handle time per incident sticScenarioData Sourcing &Comments81,33179,19177,051Per CS EOY report% of calls with potentialfor faster handle time40%50%60%Per internal analysisCalls with potential forfaster handle time32,53339,59646,230 Calls X % with potentialTechnician handle-timesavings per affected call(minutes)1.251.251.25Per internal analysisTechnician time saved/year (minutes)40,16649,49457,788Calls with potential Xsaving 0.77 0.77 0.77Per CS EOY reportMetricTechnician-handledcalls / year (afterimproved self-service)Avoided cost per minuteAnnual AssociatedValue 31,449 38,276 44,690 Deflected callsX cost per call4
Benefit #3: Improved Customer RetentionBy leveraging GoToAssist Service Desk and Remote Support to resolve customer issues quicklyand to exceed support expectations, technicians retain customers who might otherwise be lost tocompetition.ConservativeScenarioLikely ScenarioOptimisticScenarioData Sourcing &Comments393939Per client services85%85%85%Per client services2%4%6%Per internal analysis87%89%91% current improvement122 difference in retentionX customers (rounded)Average annual marginper tier 1/2 customer 62,500 62,500 62,500Per financeAnnual AssociatedValue 62,500 125,000 125,000MetricNumber of tier 1-tier 2customersCurrent YOYretention rateImprovement in retention with GoToAssistYOY retention withGoToAssistAdditional customersretained / year Ad’l customersX margin5
Benefit #4: Reduced Travel CostsGoToAssist offers powerful customer support capabilities, including access to unattended machinesand support for mobile devices. By converting certain incidents from ones that had required travel toremote support, technicians could avoid travel-related expenses.ConservativeScenarioLikely ScenarioOptimisticScenarioData Sourcing &CommentsNumber of supportcases / year requiringlive presence232323Per CS EOY reportReduction in supportcases req. live presencewith GoToAssist5%10%15%Per internal analysisReduction in casesrequiring live presence/ year123 Number of instancesX % reduction (rounded)Average travel costs /instance 11,300 11,300 11,300Per corporate travelAnnual AssociatedValue 11,300 22,600 33,900 Reduction X averagecostsMetric2. Project costsAs a cloud-based solution, GoToAssist is available to anyauthorized user with a web connection. There are no additionalinstallation, maintenance or support costs associated withGoToAssist.The GoToAssist modules are available individually or as a completesolution. For this ROI analysis, the requirement is for twelve seatsof GoToAssist Remote Support and Service Desk.6
3. Map benefits and costs over timeCosts and benefits are projected over five years taking intoaccount the time expected to fully train users and the expectedgrowth of the business. The values below are derived from theconservative benefit scenario described above.Projected Benefits(Conservative)Year 1Year 2Year 3Year 4Benefit #1: IncreasedSelf-Service 28,995 36,903 38,660 40,417 42,174 187,149Benefit #2: ReducedHandle Time 25,945 33,021 34,594 36,166 37,739 167,465Benefit #3: ImprovedCustomer Retention 51,563 65,625 68,750 71,875 75,000 332,813Benefit #4: ReducedTravel Costs 9,323 11,865 12,430 12,995 13,560 60,173Total BenefitsEstimated Costs 115,825 147,414 154,434Year 5 161,453 168,473Total 747,599Year 1Year 2Year 3Year 4Year 5Total 13,536 13,536 13,536 13,536 13,536 67,680Net BenefitYear 1Year 2Year 3Year 4Year 5TotalNet Benefit 102,289 133,878 140,898 147,917 154,937 679,919Cumulative NetBenefit 102,289 236,167 377,065 524,982 679,91912 seats of GoToAssistRemote Support andService Desk7
4. Calculate key financial metricsKey financial metrics take into account the projected positive andnegative cash flows (calculated above) resulting from a businessdecision and summarize them in a specific, usable way. The mostcommonly used key financial metrics are:Net Present Value: The total of all expected positive andnegative cash flows expressed as a single, net value in today’sdollars (or other currency).ROI: Net benefits, or total benefits minus total costs, alldivided by total costs.Payback Period: The length of time required for thecumulative value of benefits earned to permanently exceedthe cumulative value of costs.Even under the most conservative projections, GoToAssistrepresents a profitable opportunity. The potential of remotesupport to create value is clear.Conservative ScenarioNet PresentValueROIPaybackPeriod 512,437780%3 monthsLikely ScenarioNet PresentValueROIPaybackPeriod 920,0341,395%2 monthsOptimistic ScenarioNet PresentValueROIPaybackPeriod 1,066,4981,617%2 months8
About the dataThis analysis compares the estimated solution costs toanticipated future benefits using a representative company, but itdoes not guarantee specific results. Your actual costs and benefitsmay vary.9
Please contact LogMeIn to produce a customized analysis based onyour own business metrics to estimate the potential financial impactof GoToAssist for your company.Try It FreeorContact Sales 2017 LogMeIn, Inc. All rights reserved.10
GoToAssist is a powerful, cloud-based set of tools that drive service efficiency and customer satisfaction in a single, integrated solution: GoToAssist Remote Support lets IT professionals, consultants and managed service providers
