The Total Economic Impact (TEI) of Pega Customer Service

Pegasystems commissioned Forrester Consulting to conduct a Total Economic Impact™ (TEI) study and examine the potential return on investment (ROI) enterprises may realize by deploying Pega Customer Service.

The September 2016 Total Economic Impact™ (TEI) study shows three-year risk-adjusted results, including:

  • An overall Return On Investment (ROI) of 473%, with a Payback Period of just 6 Months
  • A 12% reduction in Average Handle Time for the 3-year period
  • A 15% improvement in the conversion rate, yielding almost 240,000 incremental conversions
  • A 24% reduction in average customer churn rate
  • Total benefits of $29.4 million over three years versus costs of $5.1 million, resulting in a net present value (NPV) of over $24 million


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