Default 30%. CSMs scale further without losing touch.
%
Default 30%. Drives upsell, NRR, and product-led growth (presented qualitatively).
People going through training each year
€ / yr
Total yearly learning & development budget
Classroom + e-learning + LMS + webinars
€ / h
Used to value learner time
Questions that training was supposed to prevent
€
Help Desk Institute range: €15 to €40
Our assumptions · adjust to your context
%
Default 35%. The share spent on content creation/maintenance and recurring tool training. Savings apply to this share only.
%
Default 40%. AI generation from existing PDFs, docs and replays replaces manual rebuilds.
%
Default 50%. Deliberately below academic forgetting-curve benchmarks (70%+ within a week).
%
Default 40%. Contextual in-app reinforcement recovers part of the loss, not all of it.
%
Default 50%. In-app coaching resolves friction before a ticket is opened.
📊 Assumptions drawn from Forrester (2024), the Help Desk Institute, OpenView SaaS benchmarks, and results measured with our clients.
Estimated results
Estimated annual savings (direct levers)
—
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+ estimated productivity gain — / yr presented separately →
Support reduction
—
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Training cost reduction
—
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Time recovered from software friction
—
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😌
Satisfaction & employability
Less stress, greater confidence. Indirect impact on talent retention.
📊
Data quality & AI
Fewer input errors. Reliable data leads to sharper business decisions. A key lever for AI agents.
💡 Productivity gain. Read separately.
Competitors put forward figures that are hard to verify. Our choice: a low, honest, and defensible estimate. Based on your inputs, retaining only 10 minutes recovered per usage week (~33% of what our customers actually observe), this represents —/yr. Forrester estimates 36 days/year of losses due to software friction. Our assumption is therefore very conservative.
Support cost saved
—
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Churn revenue protected
—
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CS time freed
—
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🚀
Feature adoption & NRR
Higher feature adoption fuels upsell, NRR, and product-led growth across your customer base.
⭐
NPS & word of mouth
Customers who master your product become advocates. Stronger NPS, more referrals, lower CAC.
💡 Feature adoption uplift. Presented qualitatively.
Competitors quantify upsell gains aggressively. Our choice: present feature adoption as a qualitative lever that compounds over time. With a 30% uplift in feature adoption, your customers reach deeper product value. Translated into business: higher conversion to paid tiers, larger account expansion, and measurable improvements to your Net Revenue Retention.
Content production cost saved
—
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Training that actually sticks
—
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Support ticket reduction
—
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🎯
Engagement & completion
In-context learning lifts completion and engagement far above passive LMS modules. Learners reach competence without leaving their tools.
🔁
From one-off training to continuous coaching
Knowledge is reinforced at the moment of need, not just on training day. The forgetting curve stops eroding your L&D investment.
💡 The biggest lever is presented conservatively.
Training time saved through better retention is the largest direct lever in this model. We deliberately understate it: academic studies measure 70%+ knowledge loss within a week without reinforcement, and we assume only 50% and recover 40% of that loss. Brand proof on the qualitative side: x5 feature adoption, –50% tickets, +75% user confidence observed with our clients. We show those as evidence, not as additional euro lines.
Personalised adoption plan · MeltingSpot
Adoption plan
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