Remote support platforms offer a compelling ROI story, with impacts to multiple core metrics such as first contact resolution, incident handling time and customer satisfaction. Companies evaluating a remote support purchase should evaluate customer case studies to arrive at metric improvement goals, and then calculate the cost savings of those improvements. Armed with this information, the RFP process can commence with a realistic budget in mind.

Creating an ROI model before initiating a search for new technology is definitely a best practice. Understanding the likely payback helps prioritize projects, and also gives companies an idea of appropriate project budget. In technology areas with practically guaranteed ROI, such as remote support, vendors typically offer an ROI audit to help you benchmark your current performance against other companies within the vendor's installed base, and help estimate projected cost savings.