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PowerUser Significantly Reduces Total Cost of Ownership

To reduce costs significantly, companies can leverage the PowerUser AI to replace many of their SaaS support resources and reduce its hidden costs. SaaS total cost of ownership comprises much more than license fees, which typically contribute less than half the visible cost. And the hidden costs of running a SaaS platform may not appear on your P&L directly, but they can have a significant impact on your profitability.

Key Cost: Support Staff

More than half the visible cost of ownership for SaaS goes toward employing full- and part-time staff to support the software for internal users. This includes administrators, development teams (architects, devs, QA, PMs), functional group support (untrained business operations staff), and business intelligence teams. If these roles are outsourced to consultancies, the cost is even higher.

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The average company ratio of Salesforce users to full-time admin staffers is 81:1.

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of the admin staff on average was untrained.

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of companies currently still use consultants for ongoing support of their Salesforce implementation.

Contributing Cost: Training

Growing companies are constantly adding new staff that are unfamiliar with Salesforce and especially your particular implementation and processes. Training programs are rarely implemented with rigor because of the high costs associated with doing so: formal training takes new employees away from performing their true value-add work.

Hidden Cost: Data Reliability

Even fully-trained internal users are not always diligent about following Salesforce procedures. When users don’t use their software as intended, not only are you not getting full value out of it, but also your data becomes unreliable.

Contributing Cost:
Support Bottlenecks

Ticket backlogs leave functional teams unable to effectively use Salesforce for two reasons. First, they are unable to add or retrieve key data. And second, the implementation no longer accurately represents their current business processes.

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of companies report a Salesforce support request backlog.

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foresee their support needs growing over the next 12 months.

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Support backlogs prevent admins from having time to improve the implementation.

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