Research

The Total Economic Impact of parcelLab Engage

parcelLab commissioned Forrester Consulting to analyze the ROI of Engage. The study examines cost savings, revenue impact, and efficiency gains over three years, based on insights from real customers.

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June 21, 2024

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Research summary

parcelLab commissioned Forrester Consulting to conduct a Total Economic Impact™ (TEI) study to assess the financial benefits of implementing Engage. The study provides a framework for organizations to evaluate how Engage can impact their business.

To understand the potential benefits, Forrester interviewed enterprise customers using Engage and built a model reflecting their experiences over three years.

In this study, you’ll discover

Engage delivered significant financial returns, proving strong ROI
Brands saw higher revenue from improved post-purchase engagement
Reduced service inquiries led to major cost savings

The efficiency savings made from customer contact reduction on WISMO has allowed us to refocus our customer call workers to other things, be more productive. Overall, there is a better environment now for our customer contact support teams.

Customer support lead, home furnishing retailer

Beyond improving efficiency, Engage transforms the customer support experience. By reducing inquiries and recapturing traffic, brands are seeing measurable financial gains while creating a more seamless, engaging post-purchase journey.