The Total Economic Impact Of Salesforce Service Cloud
Forrester Consulting conducted a Total Economic Impact™ (TEI) study to examine the potential return on investment (ROI) enterprises may realize by deploying Salesforce Service Cloud. The study found that Service Cloud customers were able to deflect up to 40% of cases to more cost-effective self-service and chat channels, eliminate manual post-call administration, streamline their legacy contact center technology stack, and improve customer retention rates by up to 30%. This led to a three-year risk-adjusted ROI of 248% and net present value (NPV) of $14.6 million.
To learn more about the benefits, costs, and flexibility of Salesforce Service Cloud, read the full Forrester Total Economic Impact report.
- Vendor:
- Salesforce & Ranosys
- Posted:
- Feb 7, 2025
- Published:
- Feb 7, 2025
- Format:
- Type:
- Forrester Total Economic Impact Report
