From the Series: Avoid Mistakes When Buying Any Software or Cloud Services
Total Cost of Ownership - IT Help Desk & Customer Service Software
It is generally very easy to determine the acquisition costs of purchasing a call tracking system or for any software or cloud service. However, it is more difficult to determine the ongoing total lifetime costs. For example, there are enormous amounts of labor required to build, configure and customize reports with many call tracking tools. Also, your company may need one or two people for routine maintenance, report generation, and ongoing configuration/customization for a locally deployed application.
Ask each vendor on your short list to prepare an estimated Total Cost of Ownership (TCO) over four years, so you can study their assumptions. Ask them to consider all the acquisition and lifetime costs of ownership. This will help you better compare vendors "apples to apples" and understand the true lifetime TCO of a new call tacking system.
This is an opportunity to impress your company senior leaders and check signers. Use peers and social networking sites like LinkedIn to reality check assumptions for lifetime costs. You will gain a lot of creditability with check signers if your TCO analysis is thoughtful and comprehensive.
Avoid 8 Major Mistakes When Buying Any Software or Cloud Service
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