How to Calculate the ROI of Remote Support
Remote support systems, when used as a tool to enhance customer support through remote control, can deliver a positive ROI to the enterprise in several ways. The remote support software allows a tech rep to take control of a remote computer, allowing the rep to conduct repairs from a remote location, install and configure software, or instruct a client in application The return is delivered through several means; first, by reducing the average time to completion of any given call.
By eliminating the need to talk a client through complex procedures, the support call is faster and more efficient, allowing the rep to handle more clients than would otherwise be possible. Second, return is achieved by eliminating the need for some in-person travel to customer sites for routine maintenance that can be done remotely. Further “soft” ROI may not be easy to measure, but exists nonetheless, and includes factors like improved customer satisfaction, which leads to greater repeat sales down the
A large percentage of support costs is in resolving customer problems, which often require more than one contact. In a traditional support call, a great deal of time can be spent in understanding the problem, getting the error message and other details, and in talking the customer through the resolution. Remote control software allows the call time to be cut by half or more. Work done on the back end in the lab can also be streamlined, since the remote control software allows more data and information to be captured
The vendor may offer examples of ROI achieved by other customers, but it is advisable to calculate your own ROI on remote support after it has been deployed. A metric that almost every call center records as a routine matter is the average call time. Using the average call time before implementation as a baseline, measure average call time after the implementation, and after allowing a long enough learning curve to allow the tech reps to be comfortable with the technology; from there, it will be easy to calculate time savings and to translate that into full-time-equivalents saved. Also, the travel budget can be compared in the same way; since the remote software may allow the support team to avoid some travel to client sites—saving both time and money.
Those two metrics can be measured fairly quickly, within a month of deployment. A longer-term metric is the sales figure. Based on the premise that improved support will lead to happier customers, and therefore lead to better references as well as more repeat sales, the sales metric can also be taken into account when calculating the ROI of remote support software. While there are likely to be other factors involved in increased sales as well, some sense of how much remote support impacted future sales can be achieved through a customer satisfaction survey which asks relevant questions, such as whether the customer is satisfied with customer support, and how likely they are to purchase additional products.