Over the years, we’ve worked with and partnered with some of the most recognized global brands in both the retail and financial services industries. One common question (a very good one, we might add) when speaking with a new organization is: What is the return on investment (ROI) of JRNI?
It’s a question we expect as every investment demands justification. And in doing your research, you want to ensure you are making the best decision for your business. You want to know you can maximize success and ROI by using an experiential relationship management platform that improves the customer experience and drives customer loyalty. Our clients and prospects have a lot of choices when it comes to enterprise scheduling software, and not everyone wants to take our word for it. That’s why we commissioned Forrester Consulting to do the research, and put together The Total Economic Impact™ of JRNI study.
The report examines the potential ROI enterprises may realize by deploying the JRNI platform. This report is based on a methodology developed by Forrester Research, that “helps companies demonstrate, justify and realize the tangible value of IT initiatives to both senior management and other stakeholders.”
For us, the goal was simpler: to deliver an objective, third-party assessment of the hard and soft ROI of JRNI.
To level set, the research was done on a single organization who had been using JRNI for over year, and the study looks out over a three year window. We encourage you to look through the study in all of its detail! But for those of you who are more interested in a quick summary, instead of pages of calculation tables, here are the results over three years:
$4M in benefits from JRNI
With JRNI, there was a total of $4 million in benefits over the three-year period:
A $3,105,200 profit from improved appointment volume
A $801,514 profit from event-driven customer acquisition
$98,989 from customer experience team efficiencies
143% ROI from JRNI
With JRNI, the customer saw an ROI of 143% over the three-year period.
60% increase in appointments annually
Prior to JRNI, the customer had a manual process for setting up appointments. Using JRNI, the team was able to automate the process, making it easier for their customers to book appointments instantaneously, which led to a 60% increase in appointments year-on-year.
$3.1M in increased profit from appointments
With the higher average order value (AOV) seen with customers booking appointments and the higher number of appointments booked, JRNI increased profit by $3.1 million over the three-year period.
1,676 hours saved per year
JRNI helped automate many manual processes associated with appointments and events: scheduling, booking, processing, and reporting. With JRNI, the efficiencies seen saved the customer experience team a total of 1,676 hours per year over three years.
We are extremely proud of these results - and know that these numbers are a testament to dedication of the entire JRNI team and the commitment to not just solving a problem - but to providing a solution that drives quantitative benefits for our customers. This research is a testament to our mission: to help our customers deliver unique, personalized experiences at scale.