Comprehensive study revealed significant business benefits for organisations when deploying Puzzel's customer-centric CX ecosystem
Oslo, Norway – 17 October 2024 – Puzzel today announced the findings of a comprehensive study showcasing the significant return on investment (ROI) organisations could achieve when deploying its CX solutions. The study revealed a measurable 278% ROI, alongside enhanced productivity and cost savings, which we believe positions Puzzel as a strong partner for businesses aiming to optimise their customer experience.
Puzzel recently commissioned Forrester Consulting to conduct a Total Economic Impact™ (TEI) study to examine the potential return on investment (ROI) enterprises may realise by deploying its solutions. By interviewing four Puzzel customers and constructing a composite company managing around 3 million interactions annually, Forrester provided a detailed look at the benefits, costs, and risks associated with investing in Puzzel.
The findings highlighted Puzzel’s ability to empower organisations with a unified customer view, strong reporting capabilities, and flexible cloud-based technology, leading to improved operational efficiency, cost reductions, and superior customer experiences for the composite organisation.
Key benefits from the recently uncovered study include:
- €2.4 million in cost savings from moving to Puzzel’s cloud-based
contact centre: Over three years, the composite organisation realised €2.4 million in savings by reducing technology-related expenses. - Agent productivity gains of €10.3 million: The composite organisation experienced 15% productivity gains for agents, driving increased business gains of €10.3 million over three years.
- Improved retention, valued at €293,000 over three years: Puzzel’s focus on the agent experience also contributed to higher retention rates, reducing costs associated with employee turnover.
Overall, the representative interviews and financial analysis found that Puzzel brings meaningful value to organisations, with the composite organisation experiencing benefits of €12,98M over three years versus costs of €3,43M, adding up to a net present value (NPV) of €9,55M and an ROI of 278%.
“Our mission at Puzzel is to empower organisations with a customer-centric CX ecosystem to deliver exceptional customer experiences while driving operational efficiency,” says Frederic Laziou, CEO at Puzzel. “The Forrester Total Economic Impact Study underscores for us how our solutions not only enhance customer satisfaction but also drive measurable business value, helping organisations thrive in a rapidly changing landscape.”
To explore the full findings, download the Forrester Total Economic Impact™ (TEI) study of Puzzel here.
About Puzzel
Puzzel offers a customer-centric CX ecosystem designed to give organisations control and visibility over the customer journey. Facing challenges like agent attrition, complex customer needs, and cost management, contact centre leaders struggle with outdated systems and point solutions. Puzzel transforms this by unifying processes, centralising data, automating tasks, and scaling to meet evolving demands. It empowers CX teams to deliver exceptional customer experiences, increase first-contact resolution rates, and reduce operational costs. With Puzzel, businesses can do more with less, keeping agents satisfied while ensuring outstanding customer service in a rapidly advancing digital landscape. For more information, visit www.puzzel.com
