TEI of Glance Networks Circular Economics Brief

A Forrester Total Economic Impact™ Study
Commissioned By Glance Networks, Inc.
March 2018
The Total Economic
Impact™
Of Glance
Visual Engagement
Platform
Cost Savings And Business Benefits
Enabled By Visual Engagement

Table Of Contents
Executive Summary 1
Key Findings 1
TEI Framework And Methodology 3
The Glance Visual Engagement Platform Customer Journey 4
Interviewed Organizations 4
Key Challenges 4
Why Glance Networks? 5
Key Results 7
Best Practices 9
Composite Organization 9
Analysis Of Benefits 11
Reduction In Average Handle Time 11
Savings From Improvement In First-Time Call Resolution 14
Avoided Cost Of Future Hires 15
Improved Revenue Driven By Increased Customer Satisfaction 15
Flexibility 17
Analysis Of Costs 18
Overview Of Costs 18
Financial Summary 19
Glance Networks: Overview 20
Appendix A: Total Economic Impact 21
Appendix B: Endnotes 22
Project Director:
Adrienne Capaldo
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1 | The Total Economic Impact™ Of The Glance Visual Engagement Platform
Executive Summary
To create more successful customer interactions, organizations are
leveraging visual engagement technology to humanize the customer
collaboration experience. Glance Networks provides visual engagement
solutions including cobrowsing, screen share and live agent video to
enable organizations to better engage with their customers, improve the
customer experience, and humanize the interactions across the sales, on-
boarding, and customer support processes.. Glance Networks, Inc.
commissioned Forrester Consulting to conduct a Total Economic Impact™
(TEI) study and examine the potential return on investment (ROI)
enterprises may realize by deploying the Glance Visual Engagement
platform. The purpose of this study is to provide readers with a framework
to evaluate the potential financial impact of Glance on their organizations.
To better understand the benefits, costs, and risks associated with this
investment, Forrester interviewed several customers with years of
experience using Glance in their customer support centers.
Key Findings
Quantified benefits. The following risk-adjusted present value (PV)
quantified benefits are representative of those experienced by the
companies interviewed:
› Reduced average handle time by an average of 10%, resulting in
over $1.65 million in savings. The deployment of Glance makes an
organization’s customer support center more efficient. Glance helps
customer support agents immediately understand where a customer is
experiencing issues; with tools like cobrowse, screen share, and video,
agents can easily guide and direct the customer through their problem.
Over three years, Glance saved customer service agents more than
2.37 million minutes, worth more than $1.65 million to an organization.
› Over $195K saved from improvement in first-time call resolution.
With Glance, organizations can ensure that customer questions are
answered quickly, effectively, and completely. Glance helps
organizations ensure customers receive the support they need on the
first call, reducing the need for customers to call back regarding the
same issue a second time.
› Glance helps organizations avoid future hires, saving more than
$776K over three years. Glance helps organizations reduce the
average handle times of a customer service call. With Glance, one agent
can handle more calls throughout the day. This eliminates the need for
significant investments in future hires.
› Increased revenue opportunities driven by increased customer
satisfaction scores, totaling nearly $226K. Organizations report that
their investment in Glance helped improve their customer engagement
and satisfaction, reflected through an overall improvement in Net
Promoter Scores® (NPS).1 Studies have found that an increase in NPS
leads to an increase in revenues; a 1-point improvement in NPS
correlates to a .147% improvement in annual revenues.2 This calculation
looks at how an improvement of 9 points over three years impacts an
organization’s revenue.
Key Benefits
Reduction in average handle
time:
$1,657,473
Avoided cost of future hires:
$776,202
Total minutes saved in three
years:
2.37 million minutes

Unquantified benefits. The interviewed organizations experienced the
following benefits, which are not quantified for this study:
› Improved customer retention. With Glance, organizations have
created unique environments, which not only improve customer
satisfaction, but help to increase customer retention.
› Improved employee satisfaction. Glance enables employees to better
serve their customers and in turn makes them feel more accomplished
and satisfied in their jobs. This can impact employee turnover and costs
associated with hiring and training new employees.
› Prior tool cost savings. While not directly quantified in the study,
organizations that retire a visual engagement solution when
implementing Glance will benefit from cost savings associated with the
fee of the previous platform.
Costs. The interviewed organizations experienced the following risk-
adjusted PV costs:
› Licensing costs of $188,685 each year. These represent fees paid to
Glance for licensing.
› Planning, implementation, development, and ongoing support
costs of $30,918 over three years. These represent the costs of
internal resources for the initial planning, implementation, and
deployment of the Glance solution.
› Training and change management costs of $29,040 over three
years. This represents internal costs associated with initial training on
the Glance platform, as well as ongoing change management.
Forrester’s interviews with four existing customers and subsequent
financial analysis found that an organization based on these interviewed
organizations experienced benefits of $2.86 million over three years
versus costs of $576,176, adding up to a net present value (NPV) of $2.28
million and an ROI of 396%.
Total
benefits
PV,
$2.86M
Total
costs PV,
$576K
Initial Year 1 Year 2 Year 3
Financial Summary
Payback:
<6 months
$1.7M
$195.4K
$776.2K
$226.0K
Reduction in
Average
Handle Time
Savings from
Improvement in
First Time Call
Resolution
Avoided Cost of
Future Hires
Improved
Revenue
Driven by
Increased
Customer
Satisfaction
Benefits (Three-Year)
ROI
396%
Benefits PV
$2.86 million
NPV
$2.28 million
Payback
< 6 months

TEI Framework And Methodology
From the information provided in the interviews, Forrester has constructed
a Total Economic Impact™ (TEI) framework for those organizations
considering implementing Glance Visual Engagement platform.
The objective of the framework is to identify the cost, benefit, flexibility, and
risk factors that affect the investment decision. Forrester took a multistep
approach to evaluate the impact that the Glance Visual Engagement
platform can have on an organization:
DUE DILIGENCE
Interviewed Glance Networks stakeholders and Forrester analysts to
gather data relative to the Glance Visual Engagement platform.
CUSTOMER INTERVIEWS
Interviewed four organizations using Glance Visual Engagement to obtain
data with respect to costs, benefits, and risks.
COMPOSITE ORGANIZATION
Designed a composite organization based on characteristics of the
interviewed organizations.
FINANCIAL MODEL FRAMEWORK
Constructed a financial model representative of the interviews using the
TEI methodology and risk-adjusted the financial model based on issues
and concerns of the interviewed organizations.
CASE STUDY
Employed four fundamental elements of TEI in modeling Glance’s impact:
benefits, costs, flexibility, and risks. Given the increasing sophistication
that enterprises have regarding ROI analyses related to IT investments,
Forrester’s TEI methodology serves to provide a complete picture of the
total economic impact of purchase decisions. Please see Appendix A for
additional information on the TEI methodology.
The TEI methodology
helps companies
demonstrate, justify,
and realize the
tangible value of IT
initiatives to both
senior management
and other key
business
stakeholders.
DISCLOSURES
Readers should be aware of the following:
This study is commissioned by Glance Networks, Inc. and delivered by
Forrester Consulting. It is not meant to be used as a competitive analysis.
Forrester makes no assumptions as to the potential ROI that other
organizations will receive. Forrester strongly advises that readers use their own
estimates within the framework provided in the report to determine the
appropriateness of an investment in Glance Visual Engagement platform.
Glance reviewed and provided feedback to Forrester, but Forrester maintains
editorial control over the study and its findings and does not accept changes to
the study that contradict Forrester’s findings or obscure the meaning of the
study.
Glance provided the customer names for the interviews but did not participate
in the interviews.

The Glance Visual Engagement Platform
Customer Journey
BEFORE AND AFTER THE GLANCE INVESTMENT
Interviewed Organizations
For this study, Forrester conducted four interviews with Glance
customers. Interviewed customers include the following:
Key Challenges
The interviewed organizations represent both B2B and B2C businesses
with a strong online presence across a variety of industries. Each has a
deep relationship with its customers, yet struggled to elevate its support
and service to its customers. Specifically, the companies faced the
following challenges:
› Improving the customer experience across the organization and
specifically within customer support. As a cornerstone of a
company’s customer experience strategy, providing great service
within the customer support center is key to driving improved customer
experience.3 The interviewed organizations understood the importance
of promoting a strong customer experience, particularly during the
support process when customers rely on an organization most.
While each organization offered a variety of FAQs and self-service
features, there were many cases where customers required additional
support. For example, many interviewed organizations have complex
web forms or complicated applications on their websites, which were a
common source of customer support inquiries. One organization
shared: “We ran into issues with folks who were less comfortable with
the website. They got frustrated more easily, and they were quick to
pick up the phone if they couldn’t find something.”
Supporting these types of calls was a key pain point, as they were a
common pitfall for providing a superior customer experience. These
calls were time-consuming and difficult without the ability to see what
the customer was seeing; they could be a source of frustration and
high emotion for the customer, and often the agent. The lead of the
email and digital marketing services team said: “If you’re not explaining
something properly and you’re just not on the same page, the
customer kind of gives up. The customer might just disconnect the call
or accept whatever that outcome was.” Without the proper tools to
INDUSTRY INTERVIEWEE
NUMBER OF
CUSTOMER SERVICE
AGENTS ANNUAL REVENUES
Business management software
SVP, customer service
director of technical support
240 agents
$100M
Email and digital marketing
services
Team lead, frontline support 150 agents
$383M
Healthcare commercial services Director, contact center 800 – 1,000 agents $123M
Financial software company Manager, customer support Over 5,000 agents $2.14B
“We wanted to humanize the
experience. One of the
disadvantages of connecting
with an [online financial
organization], you’re all alone.
You don’t feel like you’re
working with someone when
maybe you wish you were
working along with someone.”
Manager, customer support,
financial software company
“Making customer support
better is definitely going to
improve customer retention,
and we can move the needle
on that.”
SVP, customer service, business
management software

support these calls, the encounters could be disheartening, and the
organizations needed to bring an improved experience to their
customers. As their products became more self-service and digitized,
the companies understood there was still a need for human support,
connection, and interaction when the customer wanted it.
Improving the customer’s experience and overall satisfaction was an
important catalyst for these organizations to research visual
engagement technology. The director at the healthcare organization
explained, “It’s certainly the member perception of the service level
that was a primary push for us investing in [visual engagement
technology].”
› Efficiency within the call center. While improving the customer
experience was an important catalyst for investing in visual
engagement technology, increasing the efficiency of customer support
was another key challenge these organizations faced. In fact, many of
the same issues that negatively impacted the customer experience
were also costly to the customer support centers. The contact center
director at the healthcare services company said: “There is that back
and forth communication that had to happen to determine if the caller
and the agent are even [discussing] the same thing at the same time,
and you can understand how that would be frustrating. Number one, it
increases the length of the call. Number two, you’re spending more
time trying to figure out what they’re looking at than you are trying to
solve the problem.” These two issues were costly inefficiencies to the
call center, increasing the time a customer had to spend on call and
decreasing the number of customers an agent could support
throughout the day. Reducing the effort required to understand the
customer’s concerns was key to creating a more efficient call center.
These organizations hoped that, through leveraging visual
engagement technology, they could decrease costs while positively
impacting the customer experience.
› Other solutions were not fitting the need. While some organizations
had not used a tool to support visual engagement in the past, some
had utilized other screen sharing or meeting programs that were not
meeting their needs. The director of technical support at the business
management software organization explained: “We used a variety of
screen sharing or meeting programs. We only used it as kind of a last
resort, only when we had to, because we had to start a meeting; send
a link to the client; the client had to download a program and join in a
meeting.” These companies reported that the technology they were
using prior to Glance was cumbersome, for both the agent and the
customer. Customers did not like having to download programs directly
onto their computers, and the process lengthened the call for the
customer. We heard from one team lead of frontline support, “We
strayed away from [our previous solution] due to the fact that the actual
connection process to the customer’s system was just too time-
consuming and burdensome.” These organizations looked for a
technology that supported their desire to elevate the customer
experience.
Why Glance Networks?
The interviewed organizations searched for a visual engagement solution
that would enable them to provide efficient, effective customer service to
improve the customer experience, without putting undue burden on the
“Before Glance, we used a
screen sharing solution that
did not work as gracefully. And
so, we believe the Glance
product is superior in that
regard.”
“When a customer calls in and
they’re requesting
walkthroughs on how to use
the product, trying to figure out
how to do various things within
the product: Those are the
most common instances
where Glance is most
beneficial. You can walk hand-
in-hand with the customer,
show them exactly what is
going on in the product, kind of
walk along with the customer
and guide them on how to do
whatever they’re trying to
accomplish.”
Team lead, frontline support,
email and digital marketing
services

customer. After reviewing and evaluating multiple vendors, the
interviewed organizations chose to work with Glance because:
› Glance is a scalable, reliable solution the organizations could
count on. Glance’s cloud-based Visual Engagement platform provided
these organizations with a secure, reliable solution designed for
always-on availability. The manager at the financial software company
said: “We’re looking for something that just works, works easily and
consistently. We have found a greater reliability, especially on mobile,
with the Glance solution.” Each of the interviewed organizations has a
peak period, where customer support calls can double or triple in
amount; built to support this kind of peak influx, Glance became a
trusted partner across each organization.
› Glance brought simplicity for customers. With Glance, the
organizations could instantly connect with their customers through the
browser, without requiring a download by the customer. “On the prior
product, the customer had to download a file and go through some
extra steps,” the manager of customer support shared. “With the
Glance solution, the customer just hits shift/enter and is given a code,
and they give the code to the agent and then boom, it just works. And
so, it’s much more elegant in terms of the customer effort required to
screen share with the agent.” With the ability to support any device, the
customer can easily connect with the organizations, regardless of how
they reach out.
› Glance is quick to implement and integrates well with existing
infrastructure. The turnaround on implementation is usually around
one month, depending on complexity of scope. The contact center
director at the healthcare commercial services organization shared:
“Glance had a good timeline; it was really not a tough sell. Good price,
the whole deal, and we’re very happy with it.” Glance is designed to
easily integrate with solutions across a variety of CRM, contact center,
and support applications and has integrations with partners like
Salesforce, ServiceNow, Microsoft Dynamics, and Moxie. Glance’s API
library and software development kit (SDK) also allows organizations
to easily connect with their existing applications.
› Glance is a simple, straightforward, easy-to-use solution for the
team. Each organization shared how simple and easy to use their
teams found Glance’s visual engagement platform. Glance required
very little training for teams to become proficient. The email and digital
marketing solutions team lead told us: “One of the cool parts about
Glance is that the functionality is very simple. So there’s not a lot of
ramp up when it comes to training. It takes no time at all for them to be
up to speed with know-how to utilize the product.” The organizations
found great value in deploying a solution that their team members
could quickly use and benefit from.
› Glance is a strong, easy-to-work-with partner. The interviewed
organizations shared that Glance was a capable partner and worked
closely with their teams to support them through implementing and
using the visual engagement platform. We heard from the business
management organization: “Glance is a good partner to work with too;
all our interactions with them are really positive. Their founder Rich
spent a day here hanging out with the team and getting to meet some
of the leaders of the teams that are using Glance; that’s a really great
experience. They’re a pleasure to work with.” These companies found
great value in working with a partner they could trust.
“We’ve used alternatives, and
the ability to connect with our
customer is superior with
Glance, and the customer
experience seems superior as
well.”
financial software organization
“They solved our problem really
well. We did research and
found that they had a really
good reputation. Their CEO
was really engaged in the
process with us, which we
were really impressed by.”
services

Key Results
The interviews revealed that key results from the Glance investment
include:
› Improved customer satisfaction through visual engagement.
Glance enables organizations to provide a stronger level of customer
service and support, a key driver of improved customer experience.4
With Glance, organizations can visually engage directly with their
customers, allowing the customer to connect more deeply and build
more trust with the organization. The manager of customer support at
the financial software company shared, “We want to humanize what is
otherwise a very inhuman feeling and experience.”
Glance removes the more frustrating and complex aspects of the
customer support process and creates more effective conversations
and a higher level of collaboration. The business management
software organization shared: “The frustration level is greatly reduced
on both sides. It’s reduced with the agent trying to explain or figure out
how to state it again in a different way using just their words versus
visually showing someone. It avoids the situation where a customer
gets really frustrated and is just like, ‘You’re not explaining it; let me
just talk to someone else,’ or ‘Let me talk to your supervisor.’” Glance
allows the support agent to instantly connect and see where the
customer is stuck, without the confusing questions or explanations.
Glance’s tools like cobrowsing and screen share enable agents to
quickly and securely navigate a webpage jointly with customers,
allowing them to annotate directly on screen to create more effective
conversations that quickly resolve the customers’ issues.5 “It’s been
positive from a user experience perspective,” summarized the director
of the contact center at the healthcare commercial services
organization.
› Higher customer satisfaction scores and more revenue
opportunities. Organizations indicated that customers were reporting
back higher satisfaction scores. “The improved resolution leads to [an]
improved Net Promoter Score. We see a strong correlation between
resolving a customer’s problems and their NPS, which is our ultimate
measure of success. We see those things trend together,” the manager
of customer support shared with us. Customer satisfaction survey
feedback has been positive: “The first thing that you often see in the
survey comments is that they really like seeing Glance’s features and
having an agent walk them through the steps. We get lots of ‘super
awesomes’ and ‘really cools.’”
The improved satisfaction leads to improved revenue opportunities for
these organizations. One organization stated that Glance helped it
increase customer retention: “One big benefit is the stickiness. If a
customer has a bad experience with us, they’re not going to continue.
They won’t follow through because of too much hassle. Glance helps
us avoid that. We believe it helps us with stickiness and increased
customer retention.” The manager of customer support added: “People
don’t buy our product until they complete their task. We only make
money if you complete the process. So our goal with Glance is to help
customers get to the point where they can complete the tasks and pay
us. Glance helps us increase contact resolution, meaning that less
people get stuck and can get to the point of making the payment.”
“From an overall business
perspective, being able to see
what the customer’s doing
when you’re dealing with
phone support is extremely
beneficial, and we really never
had that capability prior to
using Glance.”
email and marketing digital
services
“We wanted to replicate
something that felt like sitting
down with a person, but
through the comfort of your
home and through our
software. The video capability
allowed us to humanize what
is otherwise a very
unemotional, not friendly, and
unapproachable process for
our customers.”
financial services software
“Our customers were singing
praises for our support team,
how great it was, and really,
the customer service
organization that we have is a
huge part of our brand.”
management software
organization

› Increased efficiency of the customer service organization. While
Glance improves customer satisfaction, it also makes the experience
more efficient. No longer is a customer agent wasting time and energy
understanding where on the website or in the app a customer is
running into an issue — with one click, the customer and agent can
connect and quickly solve the issue together. The manager at the
financial services organization shared: “It’s a lot easier to provide
software support if you can see the software that your customers are
using. For an agent who is receiving a call about a navigation problem
or is trying to help someone to fill out a form in the product, it’s much
easier if you can see the screen. There is an ability to resolve
customers’ problems more efficiently through Glance.” The SVP of
customer service at the business management software organization
added: “We no longer have to ask, ‘What page are you on?’ You
launch and, ‘Oh, you’re on the accounts page, and we actually need to
be over on the sales part of this profile.’ It level sets right away where
the customer is and helps us understand where we expect them or
need them to be; it makes it easier.” Service agents can solve
problems more easily and in a shorter period of time. This helped
organizations decrease the average handle time on calls, as well as
reduce second-time callers. In addition, because agents can handle
more calls in one day, the organizations have avoided the need to
expand their teams in the future.
Glance also enabled organizations to more easily educate customers
and help them use self-service in the future. “Cobrowsing is a really
good way to educate, and it has proven to be a really good way to
educate members on where to find things on the website and how to
utilize it,” explained the director at the healthcare commercial services
organization. “And that’s really what our goal is, to dramatically
increase our self-service and reduce the need to call us.” The use of
Glance helped organizations more efficiently and effectively solve their
customers’ concerns.
› Higher employee satisfaction. Perhaps an overlooked benefit of a
Glance deployment is the positive impact within the organization.
Improving the employee experience is a foundational factor to creating
an outstanding customer experience.6 Providing employees with the
tools and technology they need to do their best work improves the
employee experience.7 Giving customer support professionals the
technology that enables them to better serve customers brings a
deeper level of job satisfaction. The director of the contact center at the
healthcare commercial services organization told us: “This becomes
another tool in the agent’s toolbox to be able to say, ‘Hey, I can actually
solve something for somebody.’ Anytime you can do that, it makes the
agent feel better about what they’re doing. I think the agent satisfaction
piece was initially undervalued as far as thinking about the benefit, but
it’s certainly not any longer.” The team lead of frontline support shared,
“There’s definitely an agent satisfaction increase when they have that
capability of seeing what a customer is saying. Our agents really
enjoyed being able to just get on the customer’s level, seeing what
they are looking at, and getting on the same page.” Glance’s ability to
reduce a customer’s frustration was also a positive experience for
employees: “Customers were just less likely to be aggressive. Just by
nature of human behavior. Our agents can solve their problems easier,
more efficiently. These two things really make our agents happier.”
“If you have the session
running and even if you just
have [Glance] off to the side
while you’re helping the
person, you have that
readiness. As soon as you feel
a miscommunication start or
the client is starting to get lost,
you have that tool at your
fingertips, instead of them
getting confused and getting
frustrated and having to
recover from that.”
Director of technical support,
business management software
“You don’t have to give those
extra prompts; you can start to
use the annotation feature. It
helps move the conversation
along in a positive manner.”
management software
“This makes our employees
feel more empowered, more of
a problem solver, and the calls
end much more positively as a
result.”
Director, contact center,
healthcare commercial services
“Our agents love it, which was
a huge catalyst. It makes for
easy conversation, easy
troubleshooting.”
services

Best Practices
Interviewed organizations shared several important best practices to ensure
companies get the most value and benefit from their investment in Glance:
› Understand the use cases. An essential step is to understand the
objectives of the deployment and to analyze the best use cases from
the customer’s standpoint. Forrester suggests mapping the customer
journey across touchpoints and channels for common inquiries and
pinpointing where visual engagement may reduce common sources of
frustration, such as helping to fill out a complex form or troubleshoot
equipment.8 By investigating and understanding how visual
engagement can specifically improve a customer’s journey, an
organization can get more value out of Glance.
› Deploy champions across the organization. Having a network of
champions who understand the value of visual engagement
technology and can evangelize the product across the different teams
encourages a more successful implementation. These champions
support the team with advice and consistent support of adoption and
usage, act as eyes and ears within each group, and can raise issues
and best practices to leaders.9 While the champion is often an
executive, interviewed organizations shared examples of frontline
employees who were key champions for Glance. Wherever this person
resides, leverage their expertise to maximize impact.
› Change management is an important part of the journey. To get
the most out of the Glance investment, interviewed organizations
relayed the importance of including change management practices.
Visual engagement platforms can have a large impact on how
employees solve their customers’ problems. Along with having a
champion or a network of champions, having a cohesive message to
drive the importance of usage and adoption across all users of Glance
will help maximize an organization’s return on investment. Establishing
tactics to explain how and why Glance will improve the customers’ and
the employees’ experience, how it aligns with overall business
objectives, and when to use Glance will improve engagement across
the organization. While the Glance platform is simple and easy to use,
ensuring that employees understand why it is being used will help drive
adoption.
Composite Organization
Based on the interviews, Forrester constructed a TEI framework, a composite
company, and an associated ROI analysis that illustrates the areas financially
affected. The composite organization is representative of the four companies that
Forrester interviewed and is used to present the aggregate financial analysis in
the next section. The composite organization that Forrester synthesized from the
customer interviews has the following characteristics:
Description of composite. The composite organization is a US-based
organization, providing a software-as-a-service-based (SaaS-based) business
management software that is leveraged by both businesses and consumers, with
an annual revenue of $200 million.
Deployment characteristics. The organization’s main use case of Glance is
within its customer support center. The organization’s 300 customer service
agents who field customer questions use Glance’s visual engagement platform to
improve customer support. The organization also leverages Glance to support its
Key assumptions
• 300 customer service
agents
• 9,900 daily calls
• Average cost of support
per minute: $0.95
“I’d make sure organizations
understand the specific
problem they want to solve or
opportunities they want to go
after.”
“I’d make sure they know where
they want to focus or what the
need is from the customer
side. Analyze the need from
the customer’s perspective.”
services

sales and training efforts. Within the call center, the agents field an average of
9,900 calls daily, or 2,574,000 annual calls. Each agent supports about 6 hours
of calls per day, or 360 minutes of calls each day.

The table above shows the total of all
benefits across the areas listed below,
as well as present values (PVs)
discounted at 10%. Over three years,
the composite organization expects
risk-adjusted total benefits to be a PV
of nearly $2.86 million.
Analysis Of Benefits
QUANTIFIED BENEFIT DATA AS APPLIED TO THE COMPOSITE
Reduction In Average Handle Time
The deployment of Glance makes the composite organization’s customer
support center more efficient. Glance removes complexity and frustration
from calls through visual engagement, improving both the customer and
employee experience. Glance helps customer support agents
immediately understand where a customer is experiencing issues; with
tools like cobrowse, screen share, agent video, and annotations, agents
can easily guide and direct customers through their problems. Glance
reduces the average handle time of calls because it does not require a
time-consuming download on the client side, eliminates the need for the
confusing “20 questions” at the beginning of a customer call to
understand where the customer is stuck, and supports the agent to
quickly resolve the customer’s issue or concern.
For the composite organization, Forrester assumes that:
› There are three main call use cases that use Glance: account setup,
product support, and billing.
› Agents handle 6 hours of calls per day, or 360 minutes. Based on this,
each agent handles eight account setup calls per day, 20 product
support calls per day, and five billing support calls per day.
› In Year 1, the organization uses Glance to support 30% of account
setup calls. As agents become more comfortable, use increases to
40% by Year 3. Similarly, in Year 1, the composite organization uses
Glance on 25% of product support calls, increasing to 30% by Year 3.
In Year 1, the organization uses Glance on 16% of billing calls, up to
20% by Year 3.
› Prior to Glance, an account setup call took an average of 13 minutes; a
product support call took 8 minutes; and a billing call took 10 minutes.
› With Glance, the organization decreases the call time spent on
account setup calls by 10% by Year 3; reduces the time spent on
product support calls by 15% by Year 3; and reduces the time spent on
billing calls by 5% by Year 3.
Minutes saved annually:
Over 925K by Year 3
Total Benefits
Ref. Benefit Year 1 Year 2 Year 3 Total
Present
Value
Atr Reduction in average handle time $528,718 $704,913 $790,943 $2,024,575 $1,657,473
Btr
Savings from improvement in first-time call
resolution
$56,509 $78,389 $105,437 $240,334 $195,372
Ctr Avoided cost of future hires $237,500 $332,500 $380,000 $950,000 $776,202
Dtr
Improved revenue driven by increased
customer satisfaction
$89,964 $119,952 $59,976 $269,892 $225,980
Total benefits (risk-adjusted) $912,691 $1,235,754 $1,336,356 $3,484,801 $2,855,027

Impact risk is the risk that the business
or technology needs of the
organization may not be met by the
investment, resulting in lower overall
total benefits. The greater the
uncertainty, the wider the potential
range of outcomes for benefit
estimates.
› The calculation looks at the total savings based on the number of
minutes saved across all the use cases annually multiplied by the
average cost of support per minute.
The savings from reduction in average handle time will vary with:
› The total number of agents and daily calls.
› The percentage of calls using Glance.
› The cost of support.
To account for these risks, Forrester adjusted this benefit downward by
10%, yielding a three-year risk-adjusted total PV of $1.66 million.

Reduction In Average Handle Time: Calculation Table
Ref. Metric Calculation Year 1 Year 2 Year 3
A1 Number of calls for account setup
8 calls per day *
300 agents * 260
days per year
624,000 624,000 624,000
A2
Percent of account setup calls that use
Glance
30% 35% 40%
A3
Total number of account setup calls
using Glance
A1*A2 187,200 218,400 249,600
A4
Average number of minutes per call
(before Glance)
13 13 13
A5
Percent call time reduction with
Glance
9% 10% 10%
A6
Total minutes saved annual on
account setup calls
A3*A4*A5 219,024 283,920 324,480
A7
Number of calls per day for product
support
20 calls per day *
300 agents * 260
days per year
1,560,000 1,560,000 1,560,000
A8
Percent of product support calls that
use Glance
25% 27% 30%
A9
Total number of product support calls
that use Glance
A7*A8 390,000 421,200 468,000
A10
(before Glance)
8 8 8
A11
Glance
12% 15% 15%
A12
Total minutes saved annually on
product support calls
A9*A10*A11 374,400 505,440 561,600
A13
Number of calls per day for billing
support
5 calls per day *
300 agents * 260
days per year
390,000 390,000 390,000
A14 Percent of billing calls that use Glance 16% 18% 20%
A15
Total number of billing support calls
that use Glance
A13*A14 62,400 70,200 78,000
A16
(before Glance)
10 10 10
A17
Glance
4% 5% 5%
A18
Total minutes saved annually on
billing support calls
A15*A16*A17 24,960 35,100 39,000
A19
Total number of minutes saved with
Glance across all use cases annually
A6+A12+A18 618,384 824,460 925,080
A20 Average cost of support per minute $0.95 $0.95 $0.95
At Reduction in average handle time A19*A20 $587,465 $783,237 $878,826
Risk adjustment ↓10%
Atr
Reduction in average handle time
(risk-adjusted)
$528,718 $704,913 $790,943

Savings From Improvement In First-Time Call
Resolution
With Glance, organizations see an increase in first-time call resolution. Through the
use of visual engagement, the organization can ensure that customer questions
are answered quickly, effectively, and completely. The customer service agent can
connect directly with the customer and help them navigate through the issue, all
the way to the conclusion of the task to ensure the customer has achieved their
desired outcomes. Glance helps organizations ensure customers receive the
support they need on the first call, reducing the need for customers to call back
regarding the same issue a second time. Several customers also reported that with
visual engagement, they were able to educate customers to improve customer self-
service, reducing the need for future calls.
› The average cost of support per call is $9.82, based on the average
call length (the average of the use cases above at 10.33 minutes per
call) multiplied by the $0.95 average cost of support per minute.
› Prior to Glance, the organization was able to resolve 93% of calls on
the first call.
› With Glance, the organization improves first-time call resolution by 1%
in Year 1, improving to 1.5% in subsequent years as the agents
become more comfortable with Glance.
Please note this is a conservative calculation; many organizations may
experience a lower initial percent of problems resolved on the first call
and can experience higher improvement on first-call resolution benefits
due to this.
The savings from improvement in first-time call resolution will vary with:
› The cost of support.
› The percent of calls resolved on first call.
To account for these risks, Forrester adjusted this benefit downward by 10%,
yielding a three-year risk-adjusted total PV of $195,372.
First-time call
resolution savings:
$195,372
Savings From Improvement In First-Time Call Resolution: Calculation Table
B1 Total number of Glance calls per year A3+A9+A15 639,600 709,800 795,600
B2
Percent of calls resolved on first call
(before Glance)
93% 93% 93%
B3
Average cost of support per call
(rounded to nearest cent)
Average call length
* cost of support
$9.82 $9.82 $9.82
B4
Previous cost of supporting second-
time callers
B1*(1-B2)*B3 $439,511.80 $487,750.90 $546,709.80
B5
Improvement in first-time call
resolution due to Glance
1.00% 1.25% 1.50%
B6
Cost of supporting second-time callers
with Glance
B1*(1-(B2+B5))*B3 $376,724.40 $400,652.53 $429,557.70
Bt
Savings from improvement in first-
time call resolution
B4-B6 $62,787 $87,098 $117,152
Btr
Savings from improvement in first-
time call resolution (risk-adjusted)
$56,509 $78,389 $105,437

Avoided cost of future hires:
27% of total benefits
27%
three-year
benefit PV
$776,202
Avoided Cost Of Future Hires
Glance helps organizations reduce the average handle times of a
customer service call. Due to this, one agent is now able to handle more
calls throughout the day. This eliminates the need for future hires down
the line, saving the organization a significant investment in future hires.
With Glance, the organization can handle more calls without requiring a
larger team.
› Glance saves the organization hundreds of thousands of minutes each
year.
› One agent can handle 93,600 minutes of calls annually. This is based
on 260 working days each year and handling 6 hours of calls per day.
› To understand how many future hires are avoided each year, we divide
the number of minutes saved by how many total minutes one agent
can handle.
› A customer support representative has a fully loaded annual salary of
$50,000 per year.
› To be conservative, we rounded down one additional FTE.
The cost avoidance associated with this benefit will vary with:
› The fully loaded salary of customer support representatives.
To account for these risks, Forrester adjusted this benefit downward by
5%, yielding a three-year risk-adjusted total PV of $776,202.
Improved Revenue Driven By Increased Customer
Satisfaction
The final benefit analyzed looks at the impact of Net Promoter Score®
and
revenue opportunities. Organizations report that their investment in Glance
helped improve their customer engagement and satisfaction, reflected through
an overall improvement in Net Promoter Scores. Glance helped increase NPS
through improved levels of customer service and support; creating deeper
connections; building more trust; creating more effective conversations; and
reducing the frustration and complexity from the support process. Studies have
found that an increase in NPS leads to an increase in revenues.
Avoided Cost Of Future Hires: Calculation Table
C1 Number of minutes saved annually with Glance A19 618,384 824,460 925,080
C2 Number of minutes each agent handles (annual) 93,600 93,600 93,600
C3 Number of future agent hires avoided each year
C1/C2
(Note: This is
rounded down)
5 7 8
C4 Fully loaded annual salary of agent $50,000 $50,000 $50,000
Ct Avoided cost of future hires C3*C4 $250,000 $350,000 $400,000
Ctr Avoided cost of future hires (risk-adjusted) $237,500 $332,500 $380,000

The London School of Economics found that an average increase in NPS of 7
points correlates to a 1% increase in annual revenues, or a 1-point increase
correlates to a .147% increase in annual revenues.10
Leveraging this study,
Forrester calculated how improvements in the organization’s NPS impact the
organization’s revenue:
› In Year 1, the composite organization sees a 3-point increase in its
NPS score; in Year 2, it improves by 4 points. In Year 3, it improves by
2 points.
› For each point increase, the company sees a .147% increase in its
$200 million annual revenue.
› As many factors across an organization’s customer support and
customer experience strategy can impact NPS, Forrester applied a
30% attribution rate to Glance. That is, 30% of the opportunity gained
is attributable to adopting Glance.
This is a conservative estimate of improved revenue utilizing profit
margin to calculate the improvement. This number could change based
on your organization’s annual revenues and profit margin.
Other important revenue improvement markers organizations may see from an
investment in Glance include:
› Improvement in revenue from increased conversation rates.
› Improvement in revenue from increase in customer retention/reduction
in customer churn.
› Improvement in revenue from increase in upsell/cross-sell
opportunities.
› Increase in average customer lifetime value.
It is important to consider how these revenue improvements could affect your
organization when considering the overall impact Glance may have on your
organization.
The improved revenue associated with this benefit will vary with:
› The increase in NPS.
› The annual revenue of the organization.
To account for these risks, Forrester adjusted this benefit downward by 15%,
yielding a three-year risk-adjusted total PV of $225,980.
Increase in NPS
correlates to increase in
revenue:
1 point = .147% increase
in revenue
Improved Revenue Driven By Increased Customer Satisfaction: Calculation Table
D1 Point increase in Net Promoter Score 3 4 2
D2
Increase in revenue growth per 1-point
NPS improvement
0.147% 0.147% 0.147%
D3 Annual revenue $200,000,000 $200,000,000 $200,000,000
D4
Percent improvement in revenue driven by
increased customer satisfaction
D1*D2*D3 $882,000 $1,176,000 $588,000
D5 Percent attributable to Glance 30% 30% 30%
D6 Profit margin 40% 40% 40%
Dt
customer satisfaction
D4*D5*D6 $105,840.00 $141,120.00 $70,560.00
Dtr
customer satisfaction (risk-adjusted)
$89,964 $119,952 $59,976

Flexibility, as defined by TEI,
represents an investment in additional
capacity or capability that could be
turned into business benefit for a future
additional investment. This provides an
organization with the "right" or the
ability to engage in future initiatives but
not the obligation to do so.
Unquantified Benefits
In addition to the measurable benefits outlined above, the composite
organization also experienced the following benefits, which are not
quantified in this study:
› Improved customer retention. With Glance, the organization has
created a unique environment, which not only improves customer
satisfaction, but helps to increase customer retention. One interviewed
organization explained: “Glance creates stickiness. If someone has a
bad customer experience, if it was too much of a hassle, they are not
going to continue working with us.” Through improving customer
experience, the organization improves customer retention.
› Improved employee satisfaction. The composite organization sees
an increase in employee satisfaction because of the Glance
deployment. Glance enables employees to better serve their
customers and in turn makes them feel more accomplished and
satisfied in their jobs. The SVP of customer service stated, “We do an
employee survey, and we ask about the tools and resources to do their
job better. This is one of the questions that’s improved from having
Glance here.” Organizations may realize benefits from employee
satisfaction in a reduction in employee churn and reduced costs
associated with hiring and training new employees.
› Prior tool cost savings. While not directly quantified in the study,
organizations that retire a previous visual engagement solution when
implementing Glance benefit from cost savings associated with the fee
of the previous platform.
Flexibility
The value of flexibility is clearly unique to each customer, and the
measure of its value varies from organization to organization. There are
multiple scenarios in which a customer might choose to implement
Glance and later realize additional uses and business opportunities,
including:
› Ability to roll out and integrate new capabilities. Organizations may
only use a certain feature of the full product solution Glance offers and
could benefit from rolling out additional capabilities such as web,
mobile, or agent video visual engagement.
› Innovation around new product offerings. One interviewed
organization leverages Glance to offer live advisory sessions. This type
of innovation that uses Glance enables the organization to realize new
revenue streams.
Flexibility would also be quantified when evaluated as part of a specific
project (described in more detail in Appendix A).
Unquantified benefits:
• Improved customer
retention
• Improved employee
satisfaction
• Prior tool cost savings

The table above shows the total of all
costs across the areas listed below, as
well as present values (PVs)
discounted at 10%. Over three years,
the composite organization expects
risk-adjusted total costs to be a PV of
more than $576.000.
Implementation risk is the risk that a
proposed investment may deviate from
the original or expected requirements,
resulting in higher costs than
anticipated. The greater the
uncertainty, the wider the potential
range of outcomes for cost estimates.
Analysis Of Costs
QUANTIFIED COST DATA AS APPLIED TO THE COMPOSITE
Overview Of Costs
The composite organization incurred the following costs associated with its
deployment of Glance:
› Licensing costs. These represent fees paid to Glance for licensing.
The organization paid initial fees prior to Year 1; Year 2 payment
occurs during Year 1, and Year 3 payment occurs during Year 2. These
costs vary based on number of licenses, different agreements, what
products are included in license, or other discounts.
› Planning, implementation, development, and ongoing support
costs. These represent the costs of internal resources for the initial
planning, implementation, and deployment of the Glance solution.
Based on feedback from interviewed organizations, the composite
organization has three full-time equivalents (FTEs) involved with the
planning and implementation of Glance over a two-month period,
spending about 25% of their time on tasks related to Glance. In
addition, the organization spends about 40 hours on site development
to prepare and integrate Glance into its existing website. After initial
deployment, an FTE spends 10 hours per month on ongoing Glance
support and maintenance, including user setup and site maintenance.
› Training and change management. This represents internal costs
associated with initial training on the Glance platform, as well as
ongoing change management. This includes the time to create a
training program and conduct a short 1.5-hour training on the Glance
platform for each user. In addition, 104 hours each year are included
for initial and ongoing change management. Based on feedback from
interviewed organizations, it’s critical to put strong change
management practices in place to drive adoption and engagement.
The composite organization has several champions who support
ongoing education, adoption, and employee engagement practices to
ensure the success of the deployment and maximize the value and
benefits of the Glance solution.
Costs can vary with:
› Number of licenses purchased and scope of deployment.
› Average fully loaded salary of internal team members.
To account for these risks, Forrester adjusted this cost upward by 5% to
10%, yielding a three-year risk-adjusted total PV of $576,176.
Total Costs
Ref. Cost Initial Year 1 Year 2 Year 3 Total
Present
Value
Etr Licensing costs $188,685 $188,685 $188,685 $0 $566,055 $516,155
Ftr
Planning, implementation, development,
and ongoing support
$19,492 $4,620 $4,620 $4,620 $33,352 $30,981
Gtr Training and change management $14,410 $5,883 $5,883 $5,883 $32,058 $29,040
Total costs (risk-adjusted) $222,587 $199,188 $199,188 $10,503 $631,465 $576,176
Organizations that
invest in change
management to drive
adoption and
engagement are most
likely to maximize
their benefits.

The financial results calculated in the
Benefits and Costs sections can be
used to determine the ROI, NPV, and
payback period for the composite
organization’s investment. Forrester
assumes a yearly discount rate of 10%
for this analysis.
Financial Summary
CONSOLIDATED THREE-YEAR RISK-ADJUSTED METRICS
Cash Flow Chart (Risk-Adjusted)
Cash Flow Analysis (risk-adjusted estimates)
Initial Year 1 Year 2 Year 3 Total Present Value
Total costs ($222,587) ($199,188) ($199,188) ($10,503) ($631,465) ($576,176)
Total benefits $0 $912,691 $1,235,754 $1,336,356 $3,484,801 $2,855,027
Net benefits ($222,587) $713,503 $1,036,566 $1,325,853 $2,853,336 $2,278,851
ROI 396%
Payback period (months) <6
-$0.5 M
$0.5 M
$1.0 M
$1.5 M
$2.0 M
$2.5 M
$3.0 M
$3.5 M
Initial Year 1 Year 2 Year 3
Cash
flows
Total costs
Total benefits
Cumulative net benefits
These risk-adjusted ROI,
NPV, and payback period
values are determined by
applying risk-adjustment
factors to the unadjusted
results in each Benefit and
Cost section.

Glance Networks: Overview
The following information is provided by Glance Networks, Inc. Forrester has not validated any claims and does
not endorse Glance or its offerings.
Glance transforms the customer experience by enabling visual engagement for today’s enterprise. Glance is one
of the world’s simplest, most reliable, and most secure solutions that enables companies to see, show, and
share anything online, creating a frictionless path to great experiences in sales, support, and customer service.
The result is improved customer satisfaction, long-term customer loyalty, and increased revenue growth. From
financial services and healthcare to retail and travel and leisure, even the most advanced technology and SaaS
organizations — Glance transforms the customer experience for today’s business. To learn more, visit
www.glance.net.

Appendix A: Total Economic Impact
Total Economic Impact is a methodology developed by Forrester
Research that enhances a company’s technology decision-making
processes and assists vendors in communicating the value proposition
of their products and services to clients. The TEI methodology helps
companies demonstrate, justify, and realize the tangible value of IT
initiatives to both senior management and other key business
stakeholders.
Total Economic Impact Approach
Benefits represent the value delivered to the business by the
product. The TEI methodology places equal weight on the
measure of benefits and the measure of costs, allowing for a
full examination of the effect of the technology on the entire
organization.
Costs consider all expenses necessary to deliver the
proposed value, or benefits, of the product. The cost category
within TEI captures incremental costs over the existing
environment for ongoing costs associated with the solution.
Flexibility represents the strategic value that can be
obtained for some future additional investment building on
top of the initial investment already made. Having the ability
to capture that benefit has a PV that can be estimated.
Risks measure the uncertainty of benefit and cost estimates
given: 1) the likelihood that estimates will meet original
projections and 2) the likelihood that estimates will be
tracked over time. TEI risk factors are based on “triangular
distribution.”
The initial investment column contains costs incurred at “time 0” or at the
beginning of Year 1 that are not discounted. All other cash flows are discounted
using the discount rate at the end of the year. PV calculations are calculated for
each total cost and benefit estimate. NPV calculations in the summary tables are
the sum of the initial investment and the discounted cash flows in each year.
Sums and present value calculations of the Total Benefits, Total Costs, and
Cash Flow tables may not exactly add up, as some rounding may occur.
Present value (PV)
The present or current
value of (discounted) cost and
benefit estimates given at an
interest rate (the discount rate).
The PV of costs and benefits feed
into the total NPV of cash flows.
Net present
value (NPV)
The present or current value of
(discounted) future net cash flows
given an interest rate (the discount
rate). A positive project NPV
normally indicates that the
investment should be made, unless
other projects have higher NPVs.
Return on
investment (ROI)
A project’s expected return in
percentage terms. ROI is
calculated by dividing net benefits
(benefits less costs) by costs.
Discount
rate
The interest rate used in cash flow
analysis to take into account the
time value of money. Organizations
typically use discount rates
between 8% and 16%.
Payback
period
The breakeven point for an
investment. This is the point in time
at which net benefits (benefits
minus costs) equal initial
investment or cost.

Appendix B: Endnotes
1 Net Promoter and NPS are registered service marks, and Net Promoter Score is a service mark, of Bain &
Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld.
2 Source: “Advocacy Drives Growth,” London School of Economics, December 2005.
3 Source: “Elevate your Customer Experience With End-To-End Customer Service,” Forrester Research, Inc.,
January 17, 2017.
4 Source: “Elevate your Customer Experience With End-To-End Customer Service,” Forrester Research, Inc.,
January 17, 2017.
5 Source: “Visual Engagement Drives Relationship And Revenue For Customer Service,” Forrester Research,
Inc., May 5, 2017.
6 Source: “Extend The Customer Experience To The Employee Experience,” Forrester Research, Inc., October
3, 2017.
7 Source: “Transform the Employee Experience To Drive Business Performance,” Forrester Research, Inc.,
February 12, 2018.
8 Source: “Visual Engagement Drives Relationship And Revenue For Customer Service,” Forrester Research,
Inc., May 5, 2017.
9 Source “Implement Essential Change Management Practices To Improve Digital Experience Delivery,”
Forrester Research, Inc., October 11, 2017.
10 Source: “Advocacy Drives Growth,” London School of Economics, December 2005.

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