Have you had a chance to check out our new Customer Experience ROI Calculator yet? It's a truly unique ROI tool and many people have tried it out so far with a lot of eye-opening results. I've decided to put together a few posts with examples of using the calculator, based on fictitious examples of large, medium and small companies. Today we'll tackle the large company example. First, I'd like you to take a quick look at the introduction video (click here if reading through RSS or email): We're going to look at a company that currently has 10 million customers and is growing at an annual rate of 5%. By leaving all the defaults in place we see that this company has 300 million customer interactions per year. These interactions are through the phone channel (IVR and Agent), Web and Retail. With a 5% increase in self service rates and industry average costs of $5 for a live agent call, $.50 for self service IVR, $.05 for a web session and $20 for a retail visit - we come to almost $1B in cost savings over 5 years. But let's break this down a little and see what happens in a few scenarios. Scenario 1: Let's assume that the company in question is in the healthcare industry and has a much higher live agent cost per call, say $20. We'll also reduce the number of retail visits to zero and the number of web sessions to 5. We're going to keep our average number of calls per customer to 8 per year and see what happens. Now the 5 year savings have increased to almost $2.2B over 5 years. But the annual growth target should be lower so we will change it to 2% and we'll lower the current self service rate to 40%. Even with those changes we're still looking at a little over $2B in cost savings over 5 years. Scenario 2: Now we're going to look at a financial institution that has a robust website and a highly effective self service IVR system. Customers call for various reasons, from ordering new checks or checking an account balance (that can both be easily accomplished in self service) to disputing a charge, which may require speaking to a live agent. I've increased the number of calls to 12 per year and number of web sessions to 24. I've also increased the self service rate to 75% but reduced the average annual improvement in self service and the annual growth rate of the company to 2%. Even with these reduced improvement levels this company would be able to realize over $1.1B in costs over 5 years. Scenario 3: This time we'll look at what happens to a cellular provider who only allows customers to get to an agent after an extremely elaborate IVR. Customers still get through at a very high rate of 70% and they call in 20 times per year. Since these are fairly short calls, each of the company's live agents is able to handle 35 calls per day. We know that many of these calls can be self-served so we'll leave the annual self-service improvement level at 5%. At these rates this company will have a slow start and will only realize a little over $400K in costs savings during the first year. But over the course of 5 years that will grow to over $1.4B in total savings. Do you want to find out how your company can realize these kinds of savings with ClickFox's Customer Experience Analytics solution? Check out our free Customer Experience ROI Calculator and customize it to your needs. You might also want to read our CEA White Paper to get a better understanding of how it all works. Also, you can find several industry specific case studies in our download library.