Intradiem, the leading provider of Intelligent Automation solutions for contact center and back-office customer service teams, is proud to release a newly-commissioned Total Economic Impact™ (TEI) study conducted on behalf of Intradiem by Forrester Consulting.
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“We’re really excited about the release of this study”
Completed in January 2022, the TEI study demonstrates that organizations leveraging Intradiem’s AI-powered Intelligent Automation platform achieve an ROI of 342% over three years and recoup their investment in less than six months. The study’s cash flow analysis shows a net present value of almost $20 million in benefits.
These results are derived from a composite organization based on Forrester’s in-depth interviews with senior executives at four Intradiem customers from the health insurance, financial services, education technology, and media/communications industries. The composite organization had 5,500 Intradiem seat licenses.
The TEI study highlights key savings derived from use of the Intradiem solution, including:
- $9.4 million from improved employee training efficiency
- $7.7 million from increased customer service agent productivity
- $5.3 million from increased voluntary time off (VTO) for agents
- $2.4 million from reduced employee attrition
- $1.0 million from improved administrative efficiency
The study also highlights benefits including the Intradiem solution’s positive impact on employee satisfaction, training traceability, better content retention through shorter training sessions, valuable customer success resources, a swift shift to remote work, and automation-fueled agility.
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“We’re really excited about the release of this study,” said Matt McConnell, CEO at Intradiem. “The results confirm the many benefits organizations gain from Intradiem’s real-time Intelligent Automation platform—from a significant ROI to critical increases in productivity, agent engagement and customer satisfaction.”
“The hardest challenge to providing a really great customer experience is to have front line team members that are current, knowledgeable, engaged, motivated, and focused on delivering great experiences,” said one of the Intradiem customers who contributed to the study. “Intradiem really helps drive that because we can speed information to agents in near real-time, in an easy to consume way—information training, learning, gamification, whatever.”
