Forrester TEI study shows 315% ROI when modernizing customer service with Microsoft Dynamics 365 Customer Service
A recent Forrester Consulting Total Economic Impact (TEI) Study commissioned by Microsoft found that implementing Dynamics 365 Customer Service delivered a return on investment (ROI) of 315% with a payback period of less than six months. The study calculated that Dynamics 365 Customer Service provided benefits of $14.70 million over three years to a composite organization, with a total investment of $3.54 million over three years. The study revealed several key findings, including a 40% reduction in call handling time, a 20% improvement in first-call resolution, increased sales pipeline generation, and cost savings from retiring other customer service solutions. The study also highlighted the integration capabilities of Dynamics 365 Customer Service with other Microsoft products.
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