Using TCO to Evaluate Help Desk & Customer Service Software- Total Cost of Ownership

This white paper presents a framework for help desk and customer service/call center software vendor selection.

Acquisition cost is only a small part of the total cost of ownership (TCO) of help desk and customer service software. There are also significant lifetime recurring hard costs in personnel. All the costs to consider are discussed including a detailed breakdown of training costs, report creation, server requirements, web implementation, future customization, upgrades, network costs, etc.

Many help desk or customer service/call center software applications appear to be the same on the surface. Learn to ask the right questions that vendors hope you do not ask. This total cost of ownership (TCO) approach will allow you to compare products on an "apples-to-apples" basis.