Free Cost to Serve Calculator by Gerry Scullion. Work out what your service really costs to deliver per channel and build the business case for design change.
Apply an economic lens to service delivery. The Cost to Serve Calculator turns service delivery into numbers a business can act on. You enter the channels people use to reach you — phone, email, web, in person — along with volumes, handling time and the cost of the people involved. The tool then shows you what each interaction actually costs, where demand is concentrated, and what shifting even a small percentage of that demand would be worth.
Humana Design — service design and design research consultancy, Dublin, Ireland.