Customer Service and Support’s Role in Cost Optimization

Drive enterprisewide cost optimization and reduction

The balancing act of cost reductions

Heads of customer service are reassessing how and where they spend their money. As trends in the economy shift, service leaders must avoid reacting too quickly and creating a mindset of uncertainty for their teams. At the same time, they can't change their custer service and support strategy too late and risk making cost-cutting decisions that harm the customer expierence.

Nearly 80% of employees expect cost pressure in next 12 months.
As a company, we decided to prioritize self-service. This has helped us transform to a majority self-service organization, reducing customer service expenses by 23% and allowing us to reinvest in more functionality and higher skilled staff while also giving money back to the company.
Director of self-service, large multilevel marketing organization

Cost optimization goes beyond cost cutting

To maximize cost savings, service leaders should pursue cost optimization through both function-specific and enterprisewide programs. Cost optimization should be an always-on discipline that regularly identifies, vets and prioritizes opportunities that maximize business value while reducing costs — and not just during times of heightened cost pressure. 

Driving cost optimization across the customer service enterprise.

Cost optimization roadmap for customer service and support leaders

From helping customer service and support functions drive baseline efficiencies to creating a sustainable cost optimization roadmap, Gartner makes sure that cost optimization is an ongoing, effectively communicated, strategic discipline rather than an emergency-driven project or one-time undertaking. 

Benchmark Current Spend and Efficiency 

Evaluate your Customer Service and Supports organization’s functional maturity to reveal gaps between where you are and where you want to go. See how you stack up across six objectives and 16 discrete functional activities with Gartner's Customer Service and Support Score.

Identify and Prioritize Opportunities

Customer service and support leaders who guide cost optimization efforts should build a cost optimization strategy that incorporates long-term value and more immediate spend efficiency, with far-reaching implications for business objectives as well as spending. Use Gartner’s Driving Cost Optimization Across the Enterprise resource to prioritize efficiency opportunities for service and support.

Implement Initiatives & Communicate Plan

Customer service and support leaders must be capable influencers when communicating cost optimization to stakeholders. Gartner recommends a disciplined approach to communications, beginning with a strategy that comprises five key actions. Download our guide to effectively communicate cost optimization across the enterprise. 

Plan for Targeted Investments that Enable Transformation

Understand emerging service and support innovations and technologies that you can leverage to augment operations and improve efficiency. Download Gartner's Service Tecnhology Bullseye to benchmark your service technology roadmap against industry trends, and see how your peers are thinking about service technology investments.

Questions about becoming a Gartner client?

Gartner topic experts

Gartner’s customer service and support team includes experts worldwide. Meet a few of our leaders. 

Deborah Alvord
Senior Director Analyst

Mark Dauigoy
Senior Director, Advisory

Jim Davies
VP Analyst

Sarah Dibble
Senior Principal, Advisory

Simon Harrison
Senior Director Analyst

Olive Huang
VP Analyst

Nadine LeBlanc
Senior Director Analyst

Devin Poole
Senior Director, Advisory

Peter Slease
VP, Team Manager

Ed Thompson
Distinguished VP Analyst

Lauren Villeneuve
Senior Principal, Advisory

Gartner works with service and support leaders from 400+ organizations worldwide

Get an unparalleled perspective on the trends, opportunities and best-practice solutions that shape customer service across regions and industries.