Case Study: Forrester achieves 248% ROI with Resolve Systems' Incident Response Automation Solution

The Total Economic Impact™ of Resolve Systems’ Incident Response Automation Solution

The customer, a major communications company, faced significant challenges with incident response, including an unacceptably high average alarm acknowledgement time of 31 hours, inconsistent processes, and rising operational costs. To address these issues, they partnered with vendor Resolve Systems to implement its Incident Response Automation solution, aiming to automate resolution procedures and improve efficiency across its service desks.

By deploying Resolve Systems' solution, the company automated a large portion of its incident response work, which dramatically reduced its average alarm acknowledgement time from 31 hours to under one minute. This automation resulted in significant labor savings, with a risk-adjusted financial benefit of over $12.2 million over three years, an ROI of 248%, and a payback period of just one month. Additionally, Resolve Systems helped standardize processes, leading to improved customer satisfaction and employee morale.

Forrester

Bob Cormier

Vice President and Principal Consultant