The ROI KPIs were evaluated for six months and there was an improvement across all KPIs. 

Digital NPS - improvement in overall NPS went from 5% to 22%. 

FCR - The TAT for first call resolution was improved with multiple features (like VRA, etc.) 

Regarding the return on investment, there is an observed improvement in speed compared to the previous process.

The ROI is visible, considering that the tool is useful for following up on opportunities and figuring out the money or income a business can earn in the upcoming quarters of a year. The product helps you see and follow up on activities while allowing you to see your clients and help you decide who should work with you and who should not.

Our ROI figures are proprietary. What I can say is that the biggest ROI value comes from the intangible benefits (which the financial people have to figure in the spreadsheet). One factor was the ability to reach customers whom we could not directly support (see the discussion of the Knowledge Base above). Another was having a single source of truth for Customer Data, used by all departments, sales, support and marketing. The ability to identify product problems early and quickly by analyzing our contact data meant that we solved any product problems rapidly before those problems affected sales volume. Agent productivity and satisfaction also increased. The agents had direct input to the design and any enhancements to the system. We used a process of continuous improvement with regular updates. They “owned” the system and were happier and more productive as a result.

Great ROI on this product, especially if you keep implementation and maintenance costs low through configuration and declarative functionality as opposed to custom code. Basic Case features are available through the standard Salesforce Sales Cloud licensing, and more advanced features such as the Service Console and CTI integration capabilities are available through a Service Cloud feature license.

N/A

ROI is satisfactory.

It's hard to tell, as the biggest ROI was the time saved in terms of reporting, ease of creating views and reports, generating quotes, and monitoring the progress of every sales cycle.

It's estimated at 135% over two years.

Head count in service management was reduced, department moved into a profitable position, and we increased service business by 30%.

Put a lot of thought into your business processes before implementing Salesforce. It is very easy to automate chaos if your business process is not well-defined.