Total Cost of Ownership Help Desk Cloud Software

Compare alternatives based upon Total Cost of Ownership (TCO)

This white paper presents a framework for help desk and customer service/call center software vendor selection.

Acquisition cost is only a small part of the total cost of ownership (TCO) of help desk and customer service software. There are also significant lifetime recurring hard costs in personnel. All the costs to consider are discussed including a detailed breakdown of training costs, report creation, server requirements, web implementation, future customization, upgrades, network costs, etc.

Many help desk or customer service/call center software applications appear to be the same on the surface. Learn to ask the right questions that vendors hope you do not ask. This total cost of ownership (TCO) approach will allow you to compare products on an “apples-to-apples” basis.

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Client Success

  • 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
  • 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
  • 80% increase in productivity by using Giva's dashboards and reports
  • 60% increase in meeting service level agreements
  • 45% increase in the number of the calls logged due to Giva's intuitiveness and ease of use
  • 50% increase in productivity by using Giva's integrated custom forms