The financial impact of Freshservice on your business
Read the full Forrester Total Economic Impact™ study
In today’s evolving digital landscape, modern organizations can’t afford to scrimp on new technology—but they can’t afford to overshoot their budget either.
Spending on technology can be the best investment organizations make. According to Gartner, the software market will reach over $1 billion by 2025. What’s more, nearly 90% of businesses think technology is critical for achieving organizational goals, as it adds value to every part of the business.
As a technology company, we get it. Technology is important, but achieving a good ROI is paramount. The daunting task of avoiding overspending and optimizing budgets while simultaneously delivering the most impactful technology has become a key concern for IT leaders.
That’s why Freshworks commissioned Forrester to conduct a Total Economic Impact™ (TEI) study to evaluate the potential financial impact of Freshservice on organizations.
The objective of the TEI study is to understand the benefits, costs, and risks associated with this investment. Forrester interviewed five customer representatives with experience using Freshservice and looked at both the quantifiable and unquantifiable benefits of Freshservice over a period of three years.
According to the Forrester Total Economic Impact™ study, here are some of the benefits organizations have received from Freshservice*:
With Freshservice’s user-friendly ticketing portal and AI-powered AI agent (chatbot) streamlining the process, businesses saw a remarkable productivity gain worth $2.1 million. The elimination of manual ticket creation and the resolution of deflected tickets liberated service agents to focus on more critical tasks.
Freservice’s ease of use and standardized ticketing forms reduced end users' time spent on ticket submission. AI-powered capabilities enabled issue resolution even before ticket submission, resulting in an impressive productivity gain of nearly $596,000.
Freshservice's structured routing and workflow reconfiguration processes minimized operational time for technicians and service agents, culminating in efficiency gains of almost $221,000.
That’s not all. According to the Forrester Total Economic Impact™ study, when organizations retire their legacy systems for Freshservice, the cost savings can be close to a whopping $676,000!
And that’s just the beginning. As you explore your own IT technology needs, the Forrester Total Economic Impact™ study is a valuable tool to uncover more insights on how you can increase your ROI, elevate efficiency, boost productivity, and improve your overall operational excellence with Freshservice.
*Source: The Total Economic Impact™ of Freshworks Freshservice, July 2023. Results are based on a composite organization.
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