Decision support

Calculate ROI and TCO for Customer Service

Get an indicative estimate of investment, annual benefit, payback and 5-year TCO based on your own key metrics — users, revenue, industry and complexity.

The calculation is a simplified estimate and should be used as decision support — not as a final quote or business case. Always validate results with two–three relevant partners.

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ROI & TCO

ROI & TCO analysis for Dynamics 365 Customer Service

Calculate license cost, implementation, 5-year total cost, payback and annual benefit based on your key figures. The model is deliberately simplified — it gives an order of magnitude, not a full business case.

Company name (optional)

Licenses (Customer Service)

Customer Service Enterprise

662 kr. /user/month

Annual revenue

132.000.000 kr.

Business complexity

Share of manual processes today60%

Efficiency drivers

Tick the areas where you see potential. Values are conservative and scale with the number of users (25 users → 1.00×).

Case deflection via self-service~594.000 kr./yr

Knowledge base, portal and chatbot

Show explanation ▾

Knowledge articles, a portal and an AI chatbot deflect 15-30% of simple cases. Saves agent time and gives customers faster answers.

Shorter handling time~495.000 kr./yr

Copilot for summarization & suggested replies

Show explanation ▾

Copilot summarizes the case, suggests replies and drafts knowledge articles. Typical impact: 10-20% shorter handling time and better quality.

Omnichannel & smart routing~330.000 kr./yr

Chat/SMS/email in the same queue

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A single case queue across all channels, skill-based routing and clear SLA tracking. Reduces manual triage and raises first-contact resolution.

Higher customer satisfaction & retention~396.000 kr./yr

Better experience -> less churn

Show explanation ▾

Shorter response times and consistent quality raise CSAT/NPS and reduce churn. The value scales with annual recurring revenue.

Number of integrations

Current IT cost/year

330.000 kr.

Result

5-year ROI

1015%

Payback

5 months

5-year TCO

2.310.363 kr.

Annual benefit

1.659.900 kr.

Customer Service Enterprise16.561 kr./mo

License total16.561 kr./mo

License full year198.733 kr.

Implementation (one-off)752.400 kr.

Managed services from year 2127.908 kr./yr

Indicative calculation — the real outcome depends on agreement, scope and change management.

Download the calculation as a PDF

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Assumptions

The calculation is intentionally simplified. It gives an order of magnitude — not a substitute for a full business case analysis.