The need to quantify the impact of support whether directed externally to customers or internally to employees through a help desk is more critical than ever. As budgets are trimmed and cost efficiencies emphasized, support must actively quantify and promote the benefits it brings to the business. Since its inception support has been accountable to the business it is a part of, but generally support has done little to measure and justify its existence. There is an implicit assumption that support whether internal or external is required, yet this is seldom quantified. Like any investment, a business expects a return from each dollar spent to fund support operations. This return may be derived from increased or sustained customer satisfaction and loyalty, income from the sale of services, increased productivity, and/or reduction of lost productivity.
Measuring the Business Impact of Support