SimpleOne has developed a methodology for calculating the financial impact of implementing ESM platforms to automate corporate service processes. The approach focuses on quantifying time and cost savings for service requests, such as support tickets or access requests, by analyzing Average Handle Time (AHT) rather than resolution time, which can be distorted by external factors like queues.
The calculation model breaks down the efficiency gains into three components: self-service, which reduces the volume of requests reaching specialists; service tools, which standardize processes to lower AHT; and automation, which replaces manual tasks with rule-based execution. These factors are calculated sequentially to avoid double-counting.
The methodology uses specific inputs: annual request volume, AHT, and the hourly cost of labor. SimpleOne suggests a realistic first-year savings range of 5–12% of the budget. The model relies on benchmarks from sources like Gartner, Forrester, and MetricNet to provide conservative estimates for these coefficients.
The framework is designed to be applied separately to individual departments, such as IT, HR, or Legal, as each has distinct AHT and operational maturity. While the model provides a baseline for potential savings, it intentionally excludes ROI and payback periods, as these require vendor-provided implementation costs.
