TrueDEM-Business-Impact-Rechner

Berechnen Sie die finanziellen Auswirkungen und den ROI einer TrueDEM-Einführung für Ihre Organisation.

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Your Company Inputs

users

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weeks

calls

Cost Rates

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€/hr

€

Current Situation (without TrueDEM)

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Current Support Process Escalation

Describe your current Teams-ticket escalation chain (without TrueDEM). These values feed both the Office and Remote KPIs. Field & Vendor apply to remote-worker tickets only.

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Research References
Pulse Survey Research 2022
Users with Teams Issues: 53% report 1-5% affected | 25% report 6-10% | 19% report >10%
Time to Resolution: 5% in 1-2h | 37% in 2-4h | 41% in 4-8h | 12% in 2-3 days
IT Ops Involved: 15% need 1 person | 71% need 2-3 | 12% need 3-4 | 2% need >4
Forrester Research, Future Of Work Survey 2022
64% of employees avoid IT support, 65% live with unsolved issues
Forrester "The State Of The Service Desk" 2022
Performance issues and resolution time benchmarks
Forrester TEI of Microsoft Teams as a Platform, 2022
25 minutes per week productivity gain through efficient Microsoft Teams collaboration
Total Annual Business Impact
_
_ workdays saved annually

Reduce IT Support Cost of Office Workers

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Metric With TrueDEM Without TrueDEM
Office Workers _ # _ #
Office-worker Tickets per Year _ # _ #
L2 Escalation Rate _% _%
L3 Escalation Rate _% _%
Weighted Cost per Ticket _ _
Annual IT Support Cost (Office) _ _
Annual Efficiency Savings _
_ IT workdays saved (implied)

Office tickets flow L1 → L2 → L3 (no Field / Vendor). Tier costs: L1 Service Desk _, L2 Desktop Support _, L3 IT Support _. "Without TrueDEM" escalation rates come from the visible "Current Support Process Escalation" customer inputs. With TrueDEM, Call Insights + solution recommendations enable L1 to resolve 25% of tickets at first contact - so L2 escalation drops to at most 75% (or the customer's baseline, whichever is lower) - and L3 escalation is reduced by 90%. HDI tier costs sourced from Help Desk Institute North American averages.

Reduce Support Cost of Remote Workers

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Metric With TrueDEM Without TrueDEM
Remote / Hybrid Workers _ # _ #
Remote-worker Tickets per Year _ # _ #
L2 Escalation Rate _% _%
L3 Escalation Rate _% _%
Field Support Escalation Rate _% _%
Vendor / Premier Escalation Rate _% _%
Weighted Cost per Remote Ticket _ _
Annual Remote-Support Cost _ _
Annual Reduction in Remote-Support Cost _

Remote tickets flow L1 → L2 → L3 → Field Support → Vendor / Premier. Tier costs: L1 Service Desk _, L2 Desktop Support _, L3 IT Support _, Field Support _, Vendor / Premier _. "Without TrueDEM" escalation rates come from the "Current Support Process Escalation" inputs. With TrueDEM, Call Insights + solution recommendations enable L1 to resolve 25% of tickets at first contact - so L2 escalation drops to at most 75% (or the customer's baseline, whichever is lower) - while L3 is reduced by 90%, Field by 85%, and Vendor by 80%. HDI tier costs sourced from Help Desk Institute North American averages.

Reduce Time Knowledge Workers spent with Support

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Metric With TrueDEM Without TrueDEM
Time per Ticket (creation & communication) _ min _ min
Total Time with IT Support _ hours _ hours
Tickets Requiring Remote/Desk Visit _% _%
Downtime from Remote Sessions _ hours _ hours
Cost of Downtime per Year _ _
Annual Reduction in Downtime Cost _
_ worker workdays recovered

Proactively Remediate Teams Call Quality Issues

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Metric With TrueDEM Without TrueDEM
Users Experiencing Call Quality Issues _% _%
Time Lost per Poor-Quality Call _ min _ min
Teams Calls per Worker per Year _ # _ #
Total Org Calls per Year _ # _ #
Productivity Loss per Year _ hours _ hours
Annual Cost _ _
Annual Productivity Gains _
_ workdays gained

Realize Full Productivity Potential with EUEM/DEX

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Metric With TrueDEM Without TrueDEM
Productivity Boost per Worker per Week by the use of Microsoft Teams _ min _ min
Total Org Productivity Boost per Year by the use of Microsoft Teams _ hours _ hours
Employees with Performance Issues _% _%
Boost NOT Realized Due to Issues _ hours _ hours
Productivity Gains NOT Realized _ _
Improved Annual Productivity Gains _
_ workdays gained

Source: Forrester TEI of Microsoft Teams as a Platform, 2022 - 25 minutes per week productivity gain through efficient Microsoft Teams collaboration.

The "Employees with Performance Issues" value without TrueDEM is set to three times the reported ticket rate because the majority of affected users never raise a ticket - they work around the problem instead or suffer in silence. Source: Forrester Research, Future of Work Survey 2022 - 64% of employees avoid IT support and 65% live with unsolved issues.

Need-based IT Hardware Replacements

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Metric With TrueDEM Without TrueDEM
Active Devices (PCs, Laptops) _ # _ #
Annual Replacement Rate _% _%
New Devices Purchased per Year* _ # _ #
Cost per New Device _ _
Annual Capital Expenses _ _
Cost Reduction through Need-based Refresh _
_ devices NOT replaced

Not a continuous savings potential because hardware needs replacement at some point, especially when it starts becoming the reason for tickets. The figure shows devices that do not get replaced tactically in the same financial year, e.g. in case of a short-term cost-cutting requirement.

*Number of new devices purchased per year shows only full devices, i.e. numbers are rounded down

TrueDEM wirkt nachweislich positiv auf IT-Support-Kosten, Ausfallzeiten von Wissensarbeitern und Produktivität und lässt sich taktisch einsetzen, um die Lebensdauer von IT-Hardware zu verlängern – indem Hardware nur dann ersetzt wird, wenn es technisch notwendig ist. Jeder KPI-Impact dient als Orientierung für den Wert, den Ihre Organisation im Vergleich zu herkömmlichen Methoden erzielen kann, die mehrere Anbieter und Teams erfordern.

Sehen Sie Ihre eigenen Zahlen mit echten Daten aus Ihrer Microsoft-Teams-Umgebung

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