Forrester study demonstrates 473% ROI from Pega Customer Service
Pegasystems commissioned Forrester consulting to conduct a Total Economic Impact™ (TEI) study and examine the potential return on investment (ROI) enterprises may realize by deploying Pega Customer Service.
The September 2016 Total Economic Impact™ (TEI) study shows three-year risk-adjusted results, including:
- An overall Return On Investment (ROI) of 473%, with a Payback Period of just 6 Months
- A 12% reduction in Average Handle Time for the 3-year period
- A 15% improvement in the conversion rate, yielding almost 240,000 incremental conversions
- A 24% reduction in average customer churn rate
- Total benefits of $29.4 million over three years versus costs of $5.1 million, resulting in a net present value (NPV) of over $24 million
Turn your service reps into service rockstars
Take the guesswork out of your customer service approach by empowering teams with automation and intelligent guidance. Your customers would certainly like that. Your agents would, too.