Forrester Total Economic Impact Study: Webex Suite delivered 204% ROI and a rapid 6-month payback

On By Craig Burnham3 Min Read

Hybrid meetings are the most common format today, with 60% participating in a hybrid meeting during a normal work week, 53% participating in an all-in-person meeting, and 19% participating in an all-remote meeting[1]. Organizations need a strategy that accommodates the nuances of hybrid work, remote work, in-person meetings, and everything in between.

Over the last couple of years, Webex customers across industries have met the demands of hybrid work for their organization-wide collaboration with Webex Suite. Today, I’m excited to share the new Forrester Total Economic Impact™ Study (TEI) [2] commissioned by Cisco, which reveals how Webex customers optimized their collaboration and communication investments across their organizations.

The Total Economic Impact™ of Webex Suite

Explore the substantial ROI that Webex can provide to your organization.

Customers streamlined communications, improved uptime, and reduced costs with Webex Suite

Forrester interviewed Webex customers from various industries to explore the benefits they’ve experienced after deploying the Webex Suite. Forrester’s analysis, from customer interviews, shows that Webex customers [3] saved $21.6 million in three years, with a significant 204% return on investment (ROI) through increased efficiencies for end users and IT, app consolidation, faster pace of end user adoption and more.

Or simply put, an investment in the Webex Suite helped customers save $30.13 per user/month. Imagine saving your organization more than $360 PER USER every year!

Webex isn’t just the smart choice for collaboration, it’s a valuable investment

Real customers achieved real results. Webex helped organizations create value across seven critical categories:

  • Increased efficiency for IT: IT teams saved time on management and troubleshooting, reducing labor by 60% and slashing resolution time by 85%.
  • Avoided business downtime: Previously, the customer organization faced frequent outages and connectivity issues. Now, with Webex, they save $1.1 million annually by preventing 12 hours of unplanned downtime.
  • Increased efficiency of help desk: Using Webex, reduced resolution times from a week to under a minute with a 60% drop in help desk interactions for end users, a 20% decrease in call volume, and a 40% faster resolution time.
  • Reduced cost of video production: The all-in-one video solution under a single Webex Suite license saves customers $2.9 million while enhancing employee time management and communication through video messaging.
  • Avoided costs from legacy solution: Customers saved $2.9 million by retiring legacy solutions and migrating to Webex Suite cloud at their own pace, avoiding expensive on-premises maintenance.
  • Value of Webex Suite dedicated services: Valued at $590,600, dedicated services from Webex Support and Customer Success professionals included in the Webex Suite License helped customers, eliminating wait times and fragmented support processes.
  • Increased efficiency for end users: Before Webex, customers struggled with disparate collaboration tools and meeting delays. Webex Suite helped them streamline their workflow, saving $8.5M by reducing training by 75% and weekly user time by 25 minutes.

Why invest in Webex Suite?

Organizations just like yours have found success and savings with the Webex Suite. Here’s what they had to say:

Quote About The Savings A Telecoms Employee Has Seen When Switching To Webex Suite

See the detailed findings and insights from all the Webex customers we interviewed and find out how they are leveraging Webex to transform collaboration across their organizations.

Read the full Forrester TEI study here.

Related:


[1] Hybrid Work and Meeting Equity, The Futurum Group, Q3 2023

[2] Forrester Total Economic Impact Study is conducted by Forrester on behalf of Webex by Cisco to provide an unbiased, third-party assessment of return on investment across various organizations, considering a range of essential factors.

[3] The findings are based on a composite organization, that is a global organization with 15000 employees and 100 locations, comprised of interviewees with experience using Webex Suite

About The Author

Craig Burnham
Craig Burnham Director, Product Marketing Cisco
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