© FORRESTER RESEARCH, INC. ALL RIGHTS RESERVED. Appendix: TEI Benefits, Table C: Support Cost Savings Survey respondents reported that education programs were offered to 76.7% of customers, utilized by 51.1% of customers, and reduced support costs by 7.4% for customers who participated in these programs. Support cost savings are driven by reduced contact volume and shorter request resolution from customers who leveraged the education program. The composite organization spends $26 million per year (2.6% of its annual revenue) on customer support and customer success programs. Forrester modeled a phased rollout of education to half the expected 76.7% of customers in Year 1. To account for potential variation and risks, Forrester adjusted this benefit downward by the survey-derived risk adjustment of 20%, yielding a three-year, risk-adjusted total PV (discounted at 10%) of $1.2 million for the composite organization. Ref. Metric Source Year 1 Year 2 Year 3 C1 Annual cost of customer support and success programs Composite $26,000,000 $26,000,000 $26,000,000 C2 Percentage of customers offered education programs A2 38.4% 76.7% 76.7% C3 Training utilization rate A3 51.1% 51.1% 51.1% C4 Reduced support cost Survey data 7.4% 7.4% 7.4% Ct Support cost savings C1*C2*C3*C4 $377,535 $754,087 $754,087 Risk adjustment ↓20% Ctr Support cost savings (risk-adjusted) $302,028 $603,270 $603,270 Ctr Three-year total $1,508,567 Ctr Three-year present value $1,226,386 Base: 122 education decision-makers in the US from organizations with fully formalized education programs and that are moderately or very confident in their organization’s ability to track their program’s impact Source: A commissioned study conducted by Forrester Consulting on behalf of Intellum, March 2024
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