ROI-Knowledge Bases for IT Help Desks

Once you understand your current state, you must make reasonable forecasts regarding the impact Knowledge Management will have on your organization. The Knowledge Management vendors may offer to assist you with developing your ROI. Some vendors provide well-tuned and complex models. To simplify things, let’s examine how some of the benefits can actually be converted to dollars. Before we begin, we need to make some assumptions about the support center.

While these numbers may vary in your organization, the assumptions provide an example for this discussion.

Assumptions:

  1. Number of cases per month is 5000
  2. Average cost per case is $40.00.
  3. Average cost per escalated case is $150.00
  4. Average burdened cost for a support professional is $70,000.00
  5. Average talk time for first contact is 12 minutes
  6. Average talk time for escalated calls 18 minutes
  7. Time require for a new hire to be productive is 6 weeks
  8. Number of new hires per year 8
  9. First call resolution rate is 40%

Here are some great White Papers on this topic  https://www.givainc.com/white-papers/index.htm

Source: Joslin & Associates

Client Success

MetroHealth System Logo
  • 50% reduction in time to deploy Giva's change, incident, problem, asset management and knowledgebase modules
  • 60% reduction in the 5 year Total Cost of Ownership (TCO)
  • Saved at least 1 FTE due to lower ongoing administration
  • Saved 1 week per month due to easy to use reports
Athens Regional Health System Logo
  • Increased to 90% achievement in meeting service level agreements
  • 70% reduction in generating reports and admin; eliminated 35 hours/month
  • 50% faster to create/assign a service request
  • 60% increase in information captured during the initial phone call
  • 50% increase in the number of service requests created due to intuitive design
Santé Health Systems Logo
  • 80% increase in productivity by using Giva's dashboards and reports
  • 60% increase in meeting service level agreements
  • 50% increase in productivity by using Giva's integrated custom forms
  • 45% increase in the number of the calls logged due to Giva's intuitiveness and ease of use