New online tool enables UC resellers to calculate how improved customer adoption
and retention could translate into additional recurring revenue
UC digital adoption specialist iTEL has launched a new Retention Impact Calculator designed to help MSPs, VARs and resellers quantify the financial benefits of improving customer onboarding and retention through Digital Onboarding.
The free online calculator models the potential additional revenue recovered over a five-year period, based on rough estimates of their:
- Existing UC seat base
- Average monthly revenue per seat
- Current customer lifetime
- Monthly new seats
Using the independent analysis of over 6,500 UC seat records, it then calculates projected improvements in average customer lifetime, additional revenue per seat and total incremental revenue, giving resellers a clearer commercial view of an area that has traditionally been difficult to quantify.
James Buxton, Managing Director at iTEL, said: “The channel understands instinctively that better onboarding should lead to happier, more engaged customers. What has been much harder to demonstrate is what that is actually worth commercially.
“Partners can put their own customer and revenue figures into the model and see just how much revenue they’re missing out on for themselves. A relatively small increase in average customer lifetime makes a much bigger impact than most assume when you multiply it across an entire UC estate.”
The calculator forms part of iTEL’s wider focus on digital adoption, helping UC providers improve onboarding, feature utilisation and long-term customer value without increasing the manual resource required to support each customer.
Its iTEL Digital Assistant provides guided support from within the UC environment, helping customers complete setup, understand functionality, discover relevant features and answer common questions throughout the customer lifecycle.
For resellers, this provides a way to deliver a more consistent onboarding and customer success experience across a larger installed base while reducing reliance on one-to-one training, engineer-led walkthroughs and manual support.
Buxton continued: “Retention is one of the most important metrics in any recurring revenue business, but too often the conversation only starts when a customer is already considering leaving.
“We want partners to look much earlier in the lifecycle. If customers understand the product, use more of its capabilities and see greater value from it from day one, you create a much stronger foundation for longer customer relationships.”
The launch follows iTEL’s continued investment in its digital adoption proposition, including both an integrated Digital Assistant for UC platform owners and a browser extension that enables MSPs, VARs and resellers to introduce guided adoption without requiring access to the underlying platform code.
The iTEL Retention Impact Calculator is available now at www.iteluc.com/retention-calculator/.
For more information, visit www.iteluc.com.
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