D o lla rs in In c re a s e

3500000
Sales Increase Impact
3000000
1200000
2500000
1000000
800000 Net Profit Increase 2000000
600000 C2 Implementation 1500000
Costs
400000
1000000
200000
0 500000
0
% % %
Net Profit Increase 20 18 16

C2 ROI Comparison

Dollars to Net Profit

$800,000
$1,200,000
Savings Dollars

$600,000
$1,000,000

Customer Retention $400,000

$800,000
4%

Sales Increase 2%
$200,000
$600,000
Sales Productivity 5%

C2 Implementation
Costs $0
$400,000 1 2

($200,000)
$200,000

($400,000)
$0
ROI Impact C2 Costs
 Sales Productivity Impact

3500000
3000000
2500000
2000000 Sales
Productivity
1500000
1000000
500000
0
% % % % % % 8% 6% 4% 2%
20 18 16 14 12 10

First Year C2 Impact

Dollars to Net Profit

$800,000

$600,000

$400,000

$200,000

$0
1 2 3 4 5 6 7 8 9 10 11 12

($200,000)

($400,000) Months
CUSTOMER STATISTICS
ROI CALCULATIONS Value Source

Annual Revenue $515,000,000 Customer

Gross Profit $ $115,875,000 Calculated
Gross Profit % 22.50% Customer Cost of Sales
Net Profit $ $10,428,750 Calculated
Net Profit % 9% Input Bottom Line Profit
Expected Annual Growth 5% Input Expressed in Net profit Numbers
Average Time to Order 25 Customer
Average Customer Service Call Time Customer
Average Order Size $800 Customer
# of Orders 643750 Calculated
# of Customers 40960 Customer
Avg. # of Orders per Customer 15.7165527344 Calculated
Avg. # of Orders per Retained Cust. 5 Customer
Revenue from Repeat Customers $505,000,000 Customer
Revenue from New Customers $10,000,000 Customer
Customers Lost % 5% Input
# of Customers Lost 2048 Customer
# of Sales Personnel 174 Customer
Average Annual Salary with Benefits $85,000 Customer
Average Net$ Per Sales Personnel $59,935 Calculated
Shipping Errors 0% Input
Late Shipments 0% Input

Customer ROI Data

ROI Impact C2 Costs

C2 Implementation Costs $320,000 0 $320,000
Sales Productivity 5% 5% $739,500 0
Sales Increase 2% 2% $208,575 0
Customer Retention 4% 4% $29,491 0
Savings Impact Total $977,566

ROI % for one Year 205.49%

Months to Pay for C2 3.93
Net profit Numbers
Existing Customer Environment
Current Current
Customer Information Data Initial Year Year +1
Customer Name
Industry Retail
Current Sales Revenue $515,000,000 $515,000,000 $540,750,000
Cost of Sales (Pct of Total) 78% $399,125,000 $419,081,250
Gross Profit $115,875,000 $115,875,000 $121,668,750
Selling Expense (Pct) 91% 91% 91%
Other Expenses $0 $0 $0
Net Profit $10,428,750 $10,428,750 $10,950,188

Projected Customer Environment

Current Projected
Customer Information Data Initial Year Year +1
Customer Name
Industry Retail
Current Sales Revenue $515,000,000 $515,000,000 $540,750,000
Cost of Sales (Pct of Total) 78% 78% 78%
Gross Profit $115,875,000 $115,875,000 $121,668,750
Selling Expense (Pct) 91% 91% 91%
Other Expenses $0 $0 $0
ROI Impact $657,566 $657,566 $1,026,445
Net Profit $11,086,316 $11,086,316 $11,976,632

Net Benefit $657,566 $1,026,445

Key Customer Input

ROI
Cost $320,000
Benefit $977,566
Return 205%
Payback 3.93
(in Months)

Detail Benefits

Sales Force Automation Benefits # of Reps Average $/Person Current Total

Sales Increase 174 $59,935 $10,428,750

Sales Cycle (days) % Improvement New Sales Cycle

Reduced Sales Cycle 0 0% 0
Dollar value
Improved Retention (per year) Yrly Value
Improved Customer Loyalty 4% $327,680 $29,491
 Avg Salary
Improved Productivity 174 5.00% $85,000
Customer Service
% Calls
Avg Salary Service Req/Month Escalated Level 2
Improved Service Productivity
Number of Service Reps
Current
Level 1 - Time to Prep 2.00
Level 1 - Time to Resolve 7.00
Projected
Level 1 - Time to Prep 0.30
Level 1 - Time to Resolve 6.00

Customer
Improved Customer Satisfaction Sat Index $ Value Lifetime Value
Current 100% $10,428,750 $73,001,250
Projected 100% $10,428,750 $73,001,250

Reduced Cost - Less ship errors Current Projected Current $ Value

Shipping Errors 0% 0% $0
% Late 0% 0%

Marketing
Current % Leads Projected % Leads Current Efficiency
Improved Marketing Campaigns 0% 0% $0

Leads/Close 0 New Close Rate

Improved Close Rate 0 0% 0
 Year+2 Total

$567,787,500 $1,623,537,500
$440,035,313 $1,258,241,563
$127,752,188 $365,295,938
91% $3
$0 $0
$11,497,697 $32,876,634

Year+2 Total

$567,787,500 $1,623,537,500
78% 78%
$127,752,188 $365,295,938
91% 91%
$0 $0
$1,026,445 $2,710,455
$12,524,141 $35,587,090

$1,026,445 $2,710,455

Cost of "Doing nothing"

- Lost Sales $0
- Lost Productivity $0
- Lost Customers $0
- Customer Satisfaction

$0

Projected
% Improvement Revenue/Person $ Benefit
2.0% $61,134 $208,575

$0

$29,491
 $739,500.00 $739,500

Level 2 Current Support Annual

Time to resolve Costs per Month $ Benefit

Projected Costs
Per Month
$0
Net Benefit $0 $0

$0
$0

Projected $ Value Projected Benefit

$0 $0 $0

$0

Projected Efficiency
$0 $0

Improved Sales/
YR/rep
0.00 $0

$0

Totals
- Sales Force Automation $977,566
- Customer Service $0
- Marketing Automation $0
$977,566
Sales Productivity Value in Labor Costs Dollars

Increase Value
20% 2958000
19% 2810100
18% 2662200
17% 2514300
16% 2366400
15% 2218500
14% 2070600
13% 1922700
12% 1774800
11% 1626900
10% 1479000
9% 1331100
8% 1183200
7% 1035300
6% 887400
5% 739500
4% 591600
3% 443700
2% 295800
1% 147900
Sales Increase Net Profit Value in Net Profit Dollars C2 Costs

10.00% 1042875 $320,000

9.50% 990731.25 $320,000
9.00% 938587.5 $320,000
8.50% 886443.75 $320,000
8.00% 834300 $320,000
7.50% 782156.25 $320,000
7.00% 730012.5 $320,000
6.50% 677868.75 $320,000
6.00% 625725 $320,000
5.50% 573581.25 $320,000
5.00% 521437.5 $320,000
4.50% 469293.75 $320,000
4.00% 417150 $320,000
3.50% 365006.25 $320,000
3.00% 312862.5 $320,000
2.50% 260718.75 $320,000
2.00% 208575 $320,000
1.75% 182503.125 $320,000
1.50% 156431.25 $320,000
1.25% 130359.375 $320,000
1.00% 104287.5 $320,000
0.75% 78215.625 $320,000
0.50% 52143.75 $320,000
0.25% 26071.875 $320,000
Customer Retention % # of Customers Value of customer revenue retained Net Profit

10.00% 204.8 $819,200.00 $73,728.00

9.50% 194.56 $778,240.00 $70,041.60
9.00% 184.32 $737,280.00 $66,355.20
8.50% 174.08 $696,320.00 $62,668.80
8.00% 163.84 $655,360.00 $58,982.40
7.50% 153.6 $614,400.00 $55,296.00
7.00% 143.36 $573,440.00 $51,609.60
6.50% 133.12 $532,480.00 $47,923.20
6.00% 122.88 $491,520.00 $44,236.80
5.50% 112.64 $450,560.00 $40,550.40
5.00% 102.4 $409,600.00 $36,864.00
4.50% 92.16 $368,640.00 $33,177.60
4.00% 81.92 $327,680.00 $29,491.20
3.50% 71.68 $286,720.00 $25,804.80
3.00% 61.44 $245,760.00 $22,118.40
2.50% 51.2 $204,800.00 $18,432.00
2.00% 40.96 $163,840.00 $14,745.60
1.75% 35.84 $143,360.00 $12,902.40
1.50% 30.72 $122,880.00 $11,059.20
1.25% 25.6 $102,400.00 $9,216.00
1.00% 20.48 $81,920.00 $7,372.80
0.75% 15.36 $61,440.00 $5,529.60
0.50% 10.24 $40,960.00 $3,686.40
0.25% 5.12 $20,480.00 $1,843.20
Month 1 ($238,536)
Month 2 ($157,072)
Month 3 ($75,608)
Month 4 $5,855
Month 5 $87,319
Month 6 $168,783
Month 7 $250,247
Month 8 $331,711
Month 9 $413,175
Month 10 $494,639
Month 11 $576,102
Month 12 $657,566
 SAVINGS CALCULATOR

The C2 Customer Service Savings Calculator shows the amount your company can save by using C2 for first and second leve
All numbers are industry averages and may vary for your company. You may change fields in yellow to better reflect your comp
Please enter the bold boxed numbers in the left-hand numeric field below:
Enter Info:
Salary of Avg employee $150,000.00 - Enter your average employee salary h
Salary plus 25% = Total Emp Cost $150,000
Cost per Day per employee $625
Cost per minute per employee $1.3021
Customer Service Costs - Now
Number of service requests per month 15,000 - Enter your average number of suppor
Number of Customer Service Reps. 20

Number of minutes to prep. Support ticket (i.e. read fax, create support ticket,
lookup status in ERP) 2.00
Avg number of minutes to resolve 1st level support call (6 min ave) 7.00
Total Number of Minutes req. to handle support ticket (Call Prep. & Actual Phone
Time) 9.00
Cost for 1st level support $175,781.25
Percent of calls requiring followup phone calls or escalated support 15%
Avg number of minutes per escalated (2nd level) support call 19.00
Cost for 2nd level call support $55,664.06
Cost of support (=support cost Level 1 & 2.) per month $231,445.31

Savings per month after automating Service Dept.

Per Employee ROI Analysis

Avg. Number of 1st Line Calls per Rep (per month) 750.00
Avg. Number of 2nd Line Calls per Rep (per month) 112.50
Avg. Time Spent Resolving 1st Line Calls per Rep (minutes per month) 6,750.00
Avg. Time Spent Resolving 2nd Line Calls per Rep (minutes per month) 2,137.50
Cost per Rep/per Month for 1st Line Support $8,789.06
Cost per Rep/per Month for 2nd Line Support $2,783.20

Total Savings Per Rep/Per Month for 1st Line & 2nd Line Support

Total Savings for Automating Customer Service based upon number of Reps. $58,300.78

Total Phone Support per month $231,445.31

TOTAL YEARLY COST OF SUPPORT $2,777,343.75

First Year Savings With C2 Customer Service Software

Total Five Year Savings assuming no growth
g C2 for first and second level customer service calls.
ow to better reflect your company's actual costs.

r your average employee salary here

Avg yearly employee cost broken down to minutes

Customer Service Costs with C2
r your average number of support calls

0.30 Automation efficency gained by implementing Fax Server & automatic creation of support tickets
6.00 6 min is average from Help Desk Institute, this assumes automation in place will most likely be h

6.30
$123,046.88 Total requests X Minutes X Tech cost per minutes
Enter the percent that require additional work or escalated to level 2
17.10 19 min is average from HDI - Estimating efficency increase of approximately 10%
$50,097.66 Total 2nd level calls X Minutes X Emp Cost per min
$173,144.53 Total cost per month

$58,300.78

750.00
112.50
4,725.00
1,923.75
$6,152.34
$2,504.88

$2,915.04

$58,300.78 Savings calculation based upon total number of calls or minutes saved per month per CSR

$173,144.53 Total of Customer Service Tickets (1st & 2nd level calls)

$2,077,734.38 Total X 12 months

$699,609.38 Difference between with and without a Customer Service Solution

$3,498,046.88 Difference X 5 years
ver & automatic creation of support tickets
s automation in place will most likely be higher with paper based system. I am estimating a 1 minute reduction in call time due to Knowledge Base

ease of approximately 10%

r minutes saved per month per CSR