SymphonyAI predictive + generative AI-based ITSM platform delivers transformational automation, productivity, and simplicity for IT staff and end users

Total Economic Impact Study Reveals 204% ROI for SymphonyAI Enterprise IT Service Management Customers

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Sarah Armstrong
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SymphonyAI, a leader in predictive and generative AI SaaS products for the enterprise, today announced that a 2024 Forrester Consulting study, The Total Economic Impact™ Of SymphonyAI IT Service Management (ITSM), reveals significant return on investment for customers. The biggest contributors to ROI include the AI-powered digital agent, automation, self-service, reduced effort for maintenance, and overall licensing cost savings, for a total net present value of more than $3 million.

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Total Economic Impact Study Reveals 204% ROI for SymphonyAI Enterprise IT Service Management Customers (Graphic: Business Wire)

The impact of SymphonyAI’s ITSM platform yielded a total 204% return on investment (ROI) for a net present value of $3,175,460 over three years. This total is comprised of several components:

- By using AI, SymphonyAI ITSM significantly reduced the workload on IT service desks. Its advanced digital agent and self-service portal achieved a 35% increase in ticket deflection and a 75% reduction in average handling time, delivering more than $3 million in value over three years.
- Through automation, SymphonyAI ITSM streamlined complex incident resolution, enabling the composite organization to save $441,000 over three years.
- Additionally, the low-code/no-code capabilities within SymphonyAI’s Design Studio simplified and accelerated the configuration of complex workflows, generating $402,000 in savings over three years.

The results of the SymphonyAI-commissioned The Total Economic Impact™ study of SymphonyAI ITSM outlined a three-year, risk-adjusted present value for a composite organization comprised of interviewees with significant experience working with SymphonyAI enterprise IT technology. For the composite organization with 25,000 full-time employees who generate 240,000 IT tickets annually, using SymphonyAI AI-based IT service management yielded compelling results.

As one head of service management and ITSM at a 33,000-employee firm interviewed for the study noted, “Before SymphonyAI, end users might take 15 to 30 minutes to search for the right category. This results in user frustration, and they end up calling the service desk instead which means that the self-service interaction had failed. In comparison, with SymphonyAI, end users only need a few minutes to submit a ticket.”

Both end users and IT analysts cite the ease of use of SymphonyAI’s predictive + generative AI-powered ITSM products, which greatly improves users’ work experience. In the study, a travel and hospitality firm IT operations employee stated, “Everybody has shared that the SymphonyAI portal and the way that people do their access requests has become ten times easier than the way it had been before as it's so much more intuitive.”

The study notes that before adopting SymphonyAI ITSM, organizations typically required 2-3 weeks for IT workflow configuration, testing, and rollout. With SymphonyAI ITSM, the composite organization cut time to configure IT workflow automation by 90%. SymphonyAI’s low-code/no-code Design Studio environment includes an extensive library of pre-defined templates and more than 50 built-in controls to roll out new services faster. Around 80% of workflow configuration is drag-and-drop, making workflow configuration accessible even to non-specialist personnel. Interviewees mentioned that configuration could now be completed and rolled out in just one day. One interviewee noted that his organization now only requires two employees—one systems administrator and one software developer—to action all IT workflow configurations.

The SymphonyAI Apex Platform helps enterprises roll out services faster and boost productivity. With its lightweight architecture, design studio, and advanced reporting and analytics, Apex empowers agents and managers to prioritize and respond to business needs efficiently. It offers the flexibility to adapt and expand applications as needed, reducing the need for frequent redevelopment—ultimately saving both time and costs.

A unified service portal, intuitive UX/UI, self-service capabilities, and automation not only transform the employee experience but also enable them to focus on meaningful work. “SymphonyAI’s role in applying predictive and generative AI for enterprise-class use cases creates powerful, measurable impact for our customers worldwide,” said Prateek Kathpal, president of SymphonyAI’s enterprise IT and industrial divisions. “With SymphonyAI enterprise IT, including the powerful next-generation Apex Platform, IT teams have delighted users, transformed productivity, and delivered millions in value to their organizations.”

To download the complete study results of The Total Economic Impact™ Of SymphonyAI IT Service Management (ITSM), click here.

About SymphonyAI

SymphonyAI is a leading enterprise AI SaaS company for digital transformation across the most critical and resilient growth verticals, including retail, consumer packaged goods, financial services, manufacturing, media, and IT/enterprise service management. SymphonyAI verticals have many leading enterprises as clients. Since its founding in 2017, SymphonyAI has grown rapidly to 3,000 talented leaders, data scientists, and other professionals. A 2024 Microsoft Partner of the Year for Business Transformation – AI Innovation, SymphonyAI is a SAIGroup company, backed by a $1 billion commitment from successful entrepreneur and philanthropist Dr. Romesh Wadhwani. Learn more at www.symphonyai.com.

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