The Total Economic Impact™ of TOPdesk

Many IT teams spend their days processing tickets instead of preventing problems. Work piles up. Delays ripple across the business. Sound familiar?

Our 2025 commissioned Forrester Consulting Total Economic Impact™ study shows what happens when organizations break this cycle with TOPdesk.

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211%

ROI

€826k

NPV

months payback

-50%

time processing tickets

Cost savings of €273,600 from TOPdesk functionalities
Reallocation of labour to value added tasks worth €620,160
Efficiency gains from reduced volume of tickets worth €225,807
Reduced maintenance and management effort with TOPdesk by €301,389
Cost savings of €64,800 from retiring legacy tools

Reduction in aged tickets and more proactiveness
Better decision-making with Asset Management
Personalised approach
Scalability and flexibility
Become self-reliant with no-code solution
Enhanced automation via integrations

Executive summary – The complete financial picture in two pages
The TOPdesk customer journey – How the composite organisation made the transition
Analysis of benefits – Including €273k in cost savings, €225k in efficiency gains and €301k in reduced maintenance and management efforts
Analysis of costs – Total investment required and payback timeline
Financial summary – Three-year ROI calculations and risk adjustments
Customer interview insights – Real challenges and outcomes from the interviewed organisations
Implementation roadmap – What the transition looked like

TEI framework and methodology

What the study revealed

From interviews with organisations using TOPdesk, Forrester constructed a Total Economic Impact™ (TEI) framework for organisations considering an investment in TOPdesk. The framework aimed to identify the cost, benefit, flexibility, and risk factors that affect investment decisions. Forrester followed a multistep approach to evaluate the potential impact of TOPdesk on organisations.

Due diligence

Collected data from TOPdesk stakeholders and relevant Forrester materials to inform the framework.

Interviews

Interviewed four individuals at organisations using TOPdesk to obtain data on costs, benefits, and risks.

Composite organisation

Developed a composite organisation representing the characteristics of the interviewees’ organisations.

Financial model framework

Built a financial model based on the interviews using TEI methodology. The model was risk-adjusted according to the issues and concerns reported by interviewees.

Case study

Applied the four core elements of TEI—benefits, costs, flexibility, and risks—to model the investment impact. The TEI methodology provides a structured view of the total economic impact™ of purchase decisions.