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ROI Calculator
Quantify the Impact of Your Customer-Facing Teams
Calculate the ROI of your support and success initiatives with our easy-to-use calculator.
By quantifying the value of your support and success initiatives, you can:
- Make data-driven decisions about resource allocation
- Justify investments to stakeholders
- Improve customer satisfaction and loyalty
- Increase revenue and profitability
Calculator Features
Our calculator uses key metrics to determine the ROI of your customer-facing teams:
- Customer churn rate
- Customer lifetime value (CLV)
- Expansion revenue
- Cost per ticket resolution
- Time to resolution
Simply input your specific data into the calculator below, and it will provide you with a comprehensive analysis of your ROI.
<!DOCTYPE >
<html lang="en">
<head>
<meta charset="UTF-8">
<meta name="viewport" content="width=device-width, initial-scale=1.0">
<title>SaaS Customer Support ROI Calculator</title>
<style>
body {
font-family: Arial, sans-serif;
line-height: 1.6;
padding: 20px;
max-width: 800px;
margin: 0 auto;
background-color: #f5f5f5;
}
.calculator-container {
background-color: white;
padding: 30px;
border-radius: 10px;
box-shadow: 0 2px 4px rgba(0, 0, 0, 0.1);
}
h1 {
color: #2c3e50;
text-align: center;
margin-bottom: 30px;
}
.form-group {
margin-bottom: 15px;
}
label {
display: block;
margin-bottom: 5px;
color: #34495e;
font-weight: bold;
}
input {
width: 100%;
padding: 8px;
border: 1px solid #ddd;
border-radius: 4px;
box-sizing: border-box;
}
button {
background-color: #3498db;
color: white;
padding: 12px 20px;
border: none;
border-radius: 4px;
cursor: pointer;
width: 100%;
font-size: 16px;
margin-top: 20px;
}
button:hover {
background-color: #2980b9;
}
.results {
margin-top: 30px;
padding: 20px;
border: 1px solid #ddd;
border-radius: 4px;
display: none;
}
.results h2 {
color: #2c3e50;
margin-bottom: 20px;
}
.result-item {
margin-bottom: 10px;
padding: 10px;
background-color: #f8f9fa;
border-radius: 4px;
}
.result-item strong {
color: #34495e;
}
.input-help {
font-size: 12px;
color: #666;
margin-top: 4px;
}
</style>
</head>
<body>
<div class="calculator-container">
<h1>SaaS Customer Support ROI Calculator</h1>
<form id="roiForm">
<div class="form-group">
<label for="annual_revenue">Annual Revenue ($)</label>
<input type="number" id="annual_revenue" value="10000000" required>
<div class="input-help">Your company's total annual revenue</div>
</div>
<div class="form-group">
<label for="customers">Total Customers</label>
<input type="number" id="customers" value="1000" required>
<div class="input-help">Number of current customers</div>
</div>
<div class="form-group">
<label for="avg_contract_value">Average Contract Value ($)</label>
<input type="number" id="avg_contract_value" value="10000" required>
<div class="input-help">Average annual revenue per customer</div>
</div>
<div class="form-group">
<label for="churn_rate_before">Churn Rate Before (%)</label>
<input type="number" id="churn_rate_before" value="15" step="0.1" required>
<div class="input-help">Customer churn rate before improvements</div>
</div>
<div class="form-group">
<label for="churn_rate_after">Churn Rate After (%)</label>
<input type="number" id="churn_rate_after" value="12" step="0.1" required>
<div class="input-help">Expected churn rate after improvements</div>
</div>
<div class="form-group">
<label for="expansion_revenue">Expansion Revenue ($)</label>
<input type="number" id="expansion_revenue" value="1500000" required>
<div class="input-help">Additional revenue from upsells and cross-sells</div>
</div>
<div class="form-group">
<label for="cost_per_ticket_before">Cost per Ticket Before ($)</label>
<input type="number" id="cost_per_ticket_before" value="50" step="0.1" required>
<div class="input-help">Average cost to resolve a support ticket before improvements</div>
</div>
<div class="form-group">
<label for="cost_per_ticket_after">Cost per Ticket After ($)</label>
<input type="number" id="cost_per_ticket_after" value="42.5" step="0.1" required>
<div class="input-help">Expected cost to resolve a support ticket after improvements</div>
</div>
<div class="form-group">
<label for="annual_tickets">Annual Tickets</label>
<input type="number" id="annual_tickets" value="20000" required>
<div class="input-help">Total number of support tickets per year</div>
</div>
<div class="form-group">
<label for="nps_increase">NPS Increase (points)</label>
<input type="number" id="nps_increase" value="15" required>
<div class="input-help">Expected increase in Net Promoter Score</div>
</div>
<div class="form-group">
<label for="cac">Customer Acquisition Cost ($)</label>
<input type="number" id="cac" value="5000" required>
<div class="input-help">Average cost to acquire a new customer</div>
</div>
<div class="form-group">
<label for="total_investment">Total Investment ($)</label>
<input type="number" id="total_investment" value="2000000" required>
<div class="input-help">Total cost of customer support improvements</div>
</div>
<button type="submit">Calculate ROI</button>
</form>
<div id="results" class="results">
<h2>Results</h2>
<div id="resultsContent"></div>
</div>
</div>
<script>
document.getElementById('roiForm').addEventListener('submit', function(e) {
e.preventDefault();
// Get input values
const inputs = {
customers: parseFloat(document.getElementById('customers').value),
avg_contract_value: parseFloat(document.getElementById('avg_contract_value').value),
churn_rate_before: parseFloat(document.getElementById('churn_rate_before').value),
churn_rate_after: parseFloat(document.getElementById('churn_rate_after').value),
expansion_revenue: parseFloat(document.getElementById('expansion_revenue').value),
cost_per_ticket_before: parseFloat(document.getElementById('cost_per_ticket_before').value),
cost_per_ticket_after: parseFloat(document.getElementById('cost_per_ticket_after').value),
annual_tickets: parseFloat(document.getElementById('annual_tickets').value),
nps_increase: parseFloat(document.getElementById('nps_increase').value),
cac: parseFloat(document.getElementById('cac').value),
total_investment: parseFloat(document.getElementById('total_investment').value)
};
// Calculate ROI
const retained_customers = inputs.customers * ((inputs.churn_rate_before - inputs.churn_rate_after) / 100);
const retained_revenue = retained_customers * inputs.avg_contract_value;
const cost_savings = (inputs.cost_per_ticket_before - inputs.cost_per_ticket_after) * inputs.annual_tickets;
const estimated_new_customers = (inputs.nps_increase / 100) * inputs.customers * 0.1;
const cac_savings = estimated_new_customers * inputs.cac;
const total_benefit = retained_revenue + inputs.expansion_revenue + cost_savings + cac_savings;
const roi = ((total_benefit - inputs.total_investment) / inputs.total_investment) * 100;
// Format results
const results = {
'Retained Revenue': formatCurrency(retained_revenue),
'Expansion Revenue': formatCurrency(inputs.expansion_revenue),
'Cost Savings': formatCurrency(cost_savings),
'CAC Savings': formatCurrency(cac_savings),
'Total Benefit': formatCurrency(total_benefit),
'ROI': roi.toFixed(2) + '%'
};
// Display results
const resultsDiv = document.getElementById('results');
const resultsContent = document.getElementById('resultsContent');
resultsContent.innerHTML = '';
for (const [key, value] of Object.entries(results)) {
const resultItem = document.createElement('div');
resultItem.className = 'result-item';
resultItem.innerHTML = `<strong>${key}:</strong> ${value}`;
resultsContent.appendChild(resultItem);
}
resultsDiv.style.display = 'block';
});
function formatCurrency(number) {
return new Intl.NumberFormat('en-US', {
style: 'currency',
currency: 'USD',
minimumFractionDigits: 2,
maximumFractionDigits: 2
}).format(number);
}
</script>
</body>
</html>Get free access to Scaling Customer Support Series
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