It’s an ongoing discussion for organisations: to cloud or not to cloud? As businesses evolve, many CX leaders are turning to cloud-based solutions to unify operations and improve customer journeys. In fact, 79% of CX leaders agree that cloud technologies are essential for optimising their contact centres, according to Forrester.
However, many organisations still question the real value of this shift. While many have made the transition, questions often arise about the true return on investment (ROI). So, what exactly are the benefits of moving to a cloud-based contact centre? And do these benefits truly outweigh the investment?
To shed light on this, Puzzel commissioned Forrester Consulting to conduct a Total Economic ImpactTM (TEI) study to examine the potential ROI organisations may realise by deploying Puzzel. Let’s break down the findings and explore how the shift from on-premises to the cloud can deliver tangible ROI to your organisation.
Cost savings and reduced technology expenses
One of the most compelling reasons to transition to the cloud is the potential for substantial cost savings. Unlike on-premises systems that often require heavy upfront investments in hardware and ongoing maintenance, cloud solutions operate on a subscription-based model. This eliminates many of the hidden costs of traditional systems, offering more predictable expenses that can be easily budgeted for over time.
According to the recent TEI study, a composite organisation saved €2.4 million over three years by moving from on-premises to Puzzel’s cloud solution, cutting excess technology costs each year. These savings came primarily from slashing excess technology costs and consolidating fragmented systems. In an interview with Forrester, the Nordic Digital Development Lead at an insurance company, explained, “For us, it was also very much about consolidation of platforms: three on-prem and this one. … Pulling those into one platform was a significant saving. ... It has been around €5 million euros per year.”
Reduced silos and unified operations
Legacy on-premises systems are often fragmented, leading to disjointed customer journeys and siloed operations. As teams use separate tools for different communication channels, it becomes difficult to maintain a cohesive workflow, negatively impacting the overall customer experience. Modern cloud-based platforms, by contrast, allow for increased scalability and optimised workflows.
For example, interviewees in the TEI study said that before using Puzzel, they faced major operational challenges due to siloed agent teams and disconnected queues across various channels. This lack of integration meant inconsistent service levels and inefficiencies that hampered both customer satisfaction and internal processes.
By transitioning to Puzzel, interviewees achieved greater agility and flexibility, thanks to the platform's blended omnichannel capabilities. With all communication channels unified into one platform, agents gained a holistic view of the customer, supported by powerful analytics and reporting tools. This centralisation of data and workflows not only boosted operational efficiency but also enabled agents to respond more effectively and in real-time to customer needs.
Related content: Why internal silos are holding back your best customer support
Empowered agents and increased productivity
The tools agents use play a crucial role in providing fast, efficient support—especially as customer queries become more complex. Additionally, fragmented systems and inefficient operations can add unnecessary stress, impacting overall performance and job satisfaction.
The TEI study revealed that the composite organisation experienced significant agent productivity gains of €10.3 million over three years by moving to Puzzel. These gains were driven by improved visibility, increased automation, and streamlined operations that simplified daily tasks for agents
Puzzel’s dynamic blending of channels enabled customer service agents to become multi-disciplined and service customers through a range of touchpoints simultaneously. The Nordic Digital Development Lead in insurance explained, “[Puzzel] allowed agents to become organised by product knowledge rather than by channel, leading to enhanced service. By facilitating the change to multidisciplined agents, Puzzel accelerated the organisation’s agent efficiency and allowed them to take on up to 20% more tasks….”
Faster resolutions and elevated customer experience
A smooth and efficient customer service operation is essential for delivering a top-tier customer experience. Before switching to Puzzel, many organisations reported that legacy systems led to lengthy wait times and frustrating routing processes, which damaged customer satisfaction.
Interviewees in the study noted that Puzzel’s cloud-based solution provided a seamless, omnichannel approach to customer support, resulting in faster resolutions and more personalised service. With a unified view of customer interactions and access to knowledge management tools, agents were able to handle queries more efficiently, reducing average handling times by between 8% and 33%. This efficiency also allowed them to take on more calls per hour, greatly improving the overall customer experience.
The bottom line: 278% ROI over three years
Ultimately, moving from on-premises to a cloud-based contact centre is about far more than just reducing costs. It’s an investment in scalability, increased productivity, and future-proofing your business for continued growth.
Overall, the TEI study 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%. With these potential savings, including unified processes and empowered agents, it’s clear that cloud migration is an investment that pays off.
To explore the full findings, download the Forrester Total Economic Impact™ (TEI) study of Puzzel here.
