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Automatic Help Desk and Inventory Software vs Manual Logging of Calls
Cost / Benefit Analysis for your Company

Use your browser’s FILE|PRINT function to print this page. Then take a few minutes to complete the form and calculate how much you can save using NetKeeper Help Desk Captain and Automatic Inventory Software to track service requests and your personal computers (PC) inventory. Ask your accountant or Company Comptroller for the exact labor rates for your company. You will be surprised at the very real savings you can achieve using NetKeeper Help Desk Captain.

Notes:
1- For the purpose of this calculation we’ll assume that the help desk supports 300 internal users (employees), 350 personal computers, the company PBX and electrical installation maintenance. The help desk has a staff of 4 techs and a manager. The help desk averages 3 calls per hour per tech or 24 calls per 8 hour day per tech. The calculation also works for external (customer) support except that the average time to handle a request would probably be higher.

2- NetKeeper Help Desk Captain provides savings in two major areas:

The cost calculations are carried separately for each area and summarized at the end.

Call Handling and Assignment - Manual without NetKeeper Help Desk Captain

Our Estimate based on our experience and industry averages YOUR ESTIMATE
Average time to handle each request without NetKeeper Help Desk Captain. Each call must be handled by a help desk technician. The tech must talk to the user, manually fill a form and locate and deliver the request.

10 minutes

 
Number of calls per year.

(3 calls per hour per tech x 4 techs x 8 hours x 220 days per year)

21,120 calls per year

 
Total time (hours) to handle all requests for one year without NetKeeper Help Desk Captain

(Time to handle each request x Calls per year ) / 60

3520 hours

 
Average man-hours per day to handle all requests without NetKeeper Help Desk Captain

(Total time in hours for one year / 220 working days per year)

16 man hours a day

(3520 hours/220 days)

 
Full time techs required for this task.

(Average man-hours per day / 8 hours per work day)

2 full time techs

(16 / 8)

 
Loaded labor cost per hour : Base rate of $16.00 plus 50% for taxes, fringes and overhead. (No allowances for escalation or inflation)

$24.00

 
Cost to manually handle calls without NetKeeper Help Desk Captain for one year

(Total time in hours required x loaded labor cost)

$84,480.00

(3520 x 24.00)

 
     
Call Handling and Assignment - Automatic with NetKeeper Help Desk Captain

Our Estimate based our experience and industry averages

YOUR ESTIMATE
Number of calls per year.

(3 calls per hour per tech x 4 techs x 8 hours x 220 days per year)

21,120 calls per year

 
Number of calls that users can solve through NetKeeper Help Desk Captain SolutionsKeeper self-help.

(Usually about 30%)

6,340 calls per year

 
Number of calls that users enter through NetKeeper Help Desk Captain user entry and are automatically assigned to the correct tech without intervention from the Help Desk Staff. The system will then automatically page or Email the tech as needed. These include tech questions, requests for new services or urgent requests to page a tech.

(Usually about 35%)

7,400 calls per year

 
Calls that require talking to a help desk tech to assign the case to a repair tech or outside supplier. The tech will fill an electronic form and the system will Email or page the repair tech or the outside supplier.

7,380 calls per year

 
Average time to handle each that requires talking to a help desk tech. The tech will use NetKeeper Help Desk Captain to fill an electronic form and the system will Email or page the repair tech or the outside supplier. No need to locate the tech or deliver a work order.

5 minutes

 
Total time (hours) to handle all requests that require talking to a help desk tech to assign the call.

(Time to handle each request x Calls per year that require talking to a Help Desk person ) / 60 minutes

615 hours

(7380calls x 5minumes) / 60 minutes

 
Average man-hours per day to handle all requests with NetKeeper Help Desk Captain.

(Total time in hours for one year / 220 working days per year)

3 man hours a day

(615 hours / 220 days)

 
Full time techs required for this task

(Average-man hours per day / 8 hours per work day)

1 part time tech (only 3 hours per day)

 
Loaded labor cost per hour : Base rate of $16.00 plus 50% for taxes, fringes and overhead. (No allowances for escalation or inflation)

$24.00

 
Labor cost to automatically handle calls with NetKeeper Help Desk Captain for one year

(Total time in hours required x loaded labor cost)

$14,760.00

(615 hours x 24.00$)

 
Software purchase costs

NetKeeper Help Desk Captain and two additional 100 user packs to cover all 350 users.

$2285.00

(1795 + 245 + 245)

 
Software installation and setup time

2 hours

 
Software installation and setup costs

(Time required x loaded labor rate)

$48.00

(2 x 24.00)

 
Cost to automatically handle all calls for one year with NetKeeper Help Desk Captain.

(Labor cost + software purchase + software installation)

$17,703.00

(14,760 + 2895 + 48)

 
     
Summary    
Length of time for Cost/Benefit analysis

5 years

 
Cost to manually handle calls without NetKeeper Help Desk Captain for one year

$84,480.00

 
Total cost to manually handle calls without NetKeeper Help Desk Captain for five years

(Cost per year x 5)

$422,400.00

(84,480 x 5)

 
     
Labor cost to automatically handle calls with NetKeeper Help Desk Captain for one year

(Total time in hours required x loaded labor cost)

$14,760.00

(615 hours x 24)

 
Software costs

NetKeeper Help Desk Captain and an additional 100 user pack.

$2,285.00

 
Telephone software support and software upgrades and maintenance. (First six months are is free) Yearly cost 15% of 2285.00 or $343.00

$1,544.00

(343.00 x 4.5)

 
Total NetKeeper Help Desk Captain software costs over 5 years

$3,829.00

(2285 + 1544)

 
Total cost to automatically handle calls with NetKeeper Help Desk Captain for five years

(loaded labor cost for one year x 5) + software costs

$77,629.00

(14,760 x 5) + 3,829

 
     
Final Analysis for Automatic Call vs. Manual Call Handling    
Total 5 year cost savings from using NetKeeper help Desk Captain over manual method

(Total cost to manually handle calls - Total cost to handle calls with NetKeeper Help Desk Captain)

$344,771.00

(422,400 - 77,629)

 
R.O.I (Return on your investment in NetKeeper Help Desk Captain)

(Total Cost Savings / Cost of the installed NetKeeper Software)

90 times

(344,771 / 3829)

 

 

PC Inventory Costs - Manual Inventory without NetKeeper LAN inventory software Our Estimate based on industry averages YOUR ESTIMATE
Time required to visit and inventory one user’s workstation and collect the hardware, configuration, software information and year 2000 hardware compatibility. This time includes the travel time, time to clear the desk to reach the PC and the time to collect and record the information.

1 hour

 
Loaded labor cost per hour : Base rate of $16.00 plus 50% for taxes, fringes and overhead. (No allowances for escalation or inflation)

$24.00

 
Labor cost to inventory one station

(Time required x hourly loaded labor cost)

$24.00

(24.00 x 1)

 
Company wide number of network users

(Total number of PC in your company)

350

 
Total number of man-hours to perform one inventory

(Total number of PC x time required per PC)

350

(350 x 1 hour)

 
Labor costs to perform a company wide PC inventory

(Total number of PC x Hourly loaded labor cost)

$8,400.00

(350 x 24.00)

 
Minimal number of inventories performed per year to record changes and comply with Copyright laws.

(Usually at least one per quarter)

4

 
Labor costs to perform company wide PC inventory each year. (Cost per inventory x the number of inventories per year)

$33,600.00

(8,400 x 4)

 
Other costs    
Total cost to perform company wide PC inventory each year without NetKeeper LAN Inventory software

$33,600.00

 
Length of time for Cost/Benefit analysis

5 years

 
Total Costs Manual Inventory without NetKeeper LAN Inventory software over 5 years

(Cost to perform your inventories per year x the number of years in the length of time for Cost/Benefit analysis)

$168,000.00

(33,600 x 5)

 
Total number of man-hours to perform PC inventory

over 5 years (Total number of PC x time required per PC x 5 years)

1750

(350 x 1 x 5)

 
     
PC Inventory Costs - Automatic Inventory with NetKeeper LAN Inventory software.    
Cost of NetKeeper LAN Inventory Software to inventory one user’s workstation (NetKeeper Express)

$2.45

 
Company wide number of network users

350

 
Software cost to automatically collect hardware, configuration, software information and year 2000 hardware compatibility. (Software cost per station x the number of PC in your company)

$0.00

Included in NetKeeper Help Desk Captain

 
Loaded labor cost (same as above)

$24.00

 
Time to install and setup your NetKeeper Software. Nothing to install at the individual PC. The actual installation of the software takes about 10 minutes. Most of the setup time is used to setup and test the automatic inventory and to decide how much detail you need to inventory.

5 hours

 
Labor cost to install and setup your NetKeeper Software at the same labor cost as above

(Time required to setup the software x hourly loaded software cost)

$120.00

(5 hours x 24.00)

 
Total cost of the installed software.

(Purchase cost and installation costs)

$120.00

(0.00 + 120.00)

 
Other costs    
Software support and maintenance cost per year (First 6 months are free) for 5 years.

$0.00

Included in NetKeeper Help Desk Captain

 
Length of time for Cost/Benefit analysis

5 years

 
Total Costs for Automatic Inventory with NetKeeper LAN Inventory Software over 5 years

(Purchase cost + installation costs + service contract)

$120.00

(0 + 120 + 0)

 
Total number of man-hours to perform automatic PC inventory with NetKeeper LAN Inventory Software over 5 years. (Installation and setup time only)

5

 
     
Savings and ROI from Automatic LAN Inventory with NetKeeper Express or Configuration Manager    
Total Cost Savings ($168,000 - $120.00)

(Cost to perform the PC inventory without NetKeeper LAN Inventory Software - Cost to perform the PC Inventory with NetKeeper LAN Inventory software)

$167,880.00

 
R.O.I (Return on investment) over 5 years

(Total Cost Savings / Cost of the installed NetKeeper LAN Inventory Software)

1399 times

(166,238 / 120)

 
     
Final Analysis - Combined Savings from using NetKeeper Help Desk Captain to automatically track and assign calls and to automatically inventory your personal computers    
Total Combined Cost Savings over 5 years

(Savings from Automatic Call Assignment + Savings from Automatic Inventory)

$513,097

($345,217 + 167,880)

 
Total Cost of NetKeeper Help Desk Captain over 5 years.

(Purchase,Service Contract and Installation Costs)

3949.00

(3829.00 + 120.00)

 
Combined ROI (Return on investment) over 5 years on the purchase of NetKeeper Help Desk captain

(Total Combined Cost Savings / Cost of Software over 5 years)

129 times

(513,097 / 3949 )

 
     
Conclusion :
Purchasing NetKeeper Help Desk Captain is a very good investment and provides substantial savings to the company. The software more than pays for itself in the first year. In addition to the cost and labor savings, the software provides for better tech and customer support and a means to document our PC installations.

 

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