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Inputs

Assumptions B e n e f i t s

Expected

Cost of a call center contact

$10

Cost of an email contact

Customers who call contact center if portal unavailable

Customers who call contact center if portal is slow

Percent of customers who email if portal is slow

$3 30% 10% 20%

Calls per year due to outages and performance issues

Cost of calls resulting from outages and performance issues

85,000 $853,200

Calls prevented through improved availability and performance 64,000

Emails per year due to outages and performance issues 114,000

Cost of emails from outages and performance issues $340,000

Emails prevented through improved availability and performance 85,000 Prevented Contact Center Costs $896,000

Number of customer service quality SLA breaches/year Reduction of SLA breaches through proactive monitoring Cost per SLA breach

12

9

$100,000

Cost per breach with proactive monitoring

Prevented SLA Penalties

Total Cost Savings

$40,000 $1,080,000 $1,976,000

Sample annual costs savings from application performance monitoring.

Inputs

Assumptions B e n e f i t s

Expected

Self-service portal outage hours per year at 98% availability 95

Hours of degraded portal performance per year at 94% performance 569

IT personnel involved in reacting to and isolating self-service system issues 12

Person-hours / year reactively isolating performance issues and outages 7,963

Hours saved from accelerated problem isolation and resolution 4,778 Hourly cost per staff member $150

Annual Staff Productivity Savings $717,000

Sample annual improvement in IT efficiency from application performance monitoring.

Revenue Enhancement
Cost Savings
IT Productivity Gains
Total Benefits of Enhnaced Application Performance

$6,440,000

$1,976,000 $717,000

$9,133,000

Sample total benefits of application performance management.