Market Overview

Nucleus Research ROI Award Winner Aspect Achieves 636% ROI with Salesforce


New deployment modernizes user experience and drives greater adoption

Aspect, a provider of contact center applications, achieved 636% ROI by
upgrading to Salesforce Lightning achieving payback in two months and an
annual average benefit of approximately $2 million, according to a study
by Nucleus Research.

Founded in 1973, Aspect built the first call center flight booking
system with automatic call distribution, going on to become a global
leader in contact center applications. The company is based in Phoenix,
AZ and employs approximately 300 sales people, serving customers in 115

"Moving to Salesforce Lightning enabled Aspect to dramatically increase
the flexibility and functionality of its existing Sales Cloud solution
while supporting the quoting complexity of its service offerings. The
user experience has helped to further enable sales success as employees
interact with the Lightning Experience, which provides an intuitive UI,
a modern platform and guided selling tools," said Rebecca Wettemann, VP
of research at Nucleus Research.

Built-in sales methodology, automated activity updating and guided
selling were key features of the new Lightning deployment with automated
quoting processes and improved management visibility into customer
contract renewal information. Moving to Lightning enabled Aspect to
drive greater productivity across the organization from sales and
customer support to management.

Nucleus quantified the initial and ongoing costs of software license
subscription fees, personnel, and training over three years to calculate
Aspect's total project investment. As the company already had Sales
Cloud and Service Cloud licenses, only the incremental additional
investment in subscriptions to provide additional users with access was
included in the cost calculations.

See the full report and further benefit details at:

For more information on the Technology ROI Awards, please visit

About Nucleus Research

Nucleus Research is a global provider of investigative, case-based
technology research and advisory services. We deliver the numbers that
drive business decisions. For more information, visit or follow us on Twitter @NucleusResearch.

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