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cost-effective solution that enabled the customer to save nearly 44 % in total costs . Besides having the significant cost decrease in comparison to the legacy solution , the interviewee reported having no drop in functionalities and features , and in fact , they realized additional quantifiable and qualitative benefits that are highlighted in the following sections .
• Improved end-user productivity by 10 %, recapturing € 505K . Ticket submission , management , and resolution is streamlined for end users via the automation and low code adaptability of workflow processes , avoided incidents , and improved UX granted by Matrix42 ESM . This saved 10 % of the average labor time for end users struggling with IT-related tickets and service catalog-related tasks .
• Improved service desk efficiency to solve and handle tickets by 33 %, recapturing a further € 83K . Service desk agents were able to collect information in a predefined knowledge structure to solve incidents and problems faster . Automated routing and analysis and improved data insights via the integrated reporting and personalized dashboarding of Matrix42 ESM reduced the need for data entry and management and streamlined remediation . Due to this efficiency , Forrester calculated a recaptured productivity of IT service staff worth € 83K . p
The customer identified four key drivers for their organization ’ s investments in the Matrix42 ESM solution :
• Reduce acquisition and operational costs of the current ESM solution and service delivery via a less complex solution .
• Enhance the end-user experience and streamline processes with a consolidated , automated , easy touse and high-quality IT and enterprise service desk .
• Improve business value and trust via higher data integrity and quality throughout the service delivery .
• Enable flexibility , scale , and resilience .
KEY FINDINGS
Quantified benefits . Risk-adjusted present value ( PV ) quantified benefits include :
• Eliminated costs of the legacy service desk solution , saving € 1.4M . Migrating to Matrix42 ESM solution eliminated the licensing , cloud , infrastructure , and support costs for the legacy solution . As stated by the interviewee , the Matrix42 ESM solution was considered to be a much more
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