Skandia ROI Model | Voice & Omnichannel Agent
WISE Agents
Skandia ROI Model · Voice & Omnichannel Agent Opportunity
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Skandia ROI Model · Voice & Omnichannel Agent

Customer Data Update & Annual Re-verification ROI

This interactive model estimates the impact of automating Skandia’s customer data update workflow with a voice and omnichannel digital agent. The assumptions on the left show the operational levers, while the results on the right show how contacted customers become completed updates, measurable value, Wise cost, ROI value and backlog reduction.

Fixed Implementation Fee
One-time Wise project cost for design, configuration, integrations, testing and pilot launch.
Fixed Monthly Ongoing
Fixed monthly Wise platform fee including 5,000 connected/spoken voice minutes and 5,000 omnichannel events per month.
Voice Consumption
Overage cost charged only on connected/spoken voice minutes above the 5,000 included monthly minutes.
Omnichannel Consumption
Overage cost charged only on omnichannel events above the 5,000 included monthly events.

Pricing is structured as a hybrid model: USD $20,000 implementation, USD $3,500/month fixed platform fee including 5,000 connected/spoken voice minutes and 5,000 omnichannel events per month, plus USD $0.45/minute and USD $0.02/event only for usage above the included monthly volume.

Completed Agent Updates / Month
Additional records completed by automation.
Attempts × contact rate × completion rate
Total Updates / Month
Manual baseline plus completed agent updates.
Current updates + agent updates
Year 1 ROI
Return after implementation, platform and usage costs.
Net benefit ÷ Wise cost
Year 1 ROI Value
Net dollar value after Year 1 Wise cost.
Annual benefit − Year 1 cost
Calculation Flow
The model follows the path from outreach activity to updated records, then from updated records to measurable value.
1

Reach customers

The agent places outbound attempts to customers with outdated records.

2

Convert to updates

Only contacted customers who complete the process count as completed updates.

3

Calculate value

Each completed update creates labor, compliance and commercial value.

4

Calculate cost

Costs include implementation, fixed platform fee and only usage above the included monthly voice/event volume.

5

Measure ROI

Net benefit, ROI value and backlog reduction show the business case.

Annual Benefit vs. Wise Cost
Annual benefit Wise cost
This graph shows whether the value created by completed updates is higher than the Wise cost. Year 1 includes implementation; Years 2 and 3 include fixed platform and usage costs.
Backlog Projection
Manual-only backlog With agent
This graph shows the operational impact. The backlog grows when new outdated records exceed completed updates, and shrinks when agent-assisted capacity is higher.
How the value is generated

Value is created only when an outdated record becomes a completed update. Each completed update produces three value streams: less manual work, lower compliance exposure and better commercial intelligence.

1. Completed updates Outreach attempts × contact rate × completion rate. This converts activity into actual updated records.
2. Labor value Each completed update reduces manual calling, follow-up, status tracking and record handling.
3. Compliance value Each completed update reduces outdated-record exposure, strengthens audit readiness and lowers operational risk.
4. Commercial value Updated income, expenses, assets and contact data improve segmentation, advisory preparation and future cross-sell visibility.
How the cost is generated

The monthly ongoing fee includes a base operating package. Consumption is charged only when monthly connected voice minutes or omnichannel events exceed the included volume.

Fixed cost USD $20,000 implementation + USD $3,500/month platform fee, including 5,000 connected voice minutes and 5,000 omnichannel events per month.
Voice overage max(0, connected voice minutes − 5,000 included) × USD $0.45/minute.
Omnichannel overage max(0, omnichannel events − 5,000 included) × USD $0.02/event.
Year 1 ROI value Total annual benefit − implementation − fixed platform − voice overage − omnichannel overage.
Benefit Composition
Labor Compliance Commercial
This graph explains the value mix: manual effort avoided, compliance exposure reduced and commercial visibility created from updated customer profiles.
3-Year ROI Summary
Metric Year 1 Year 2 Year 3 3-Year Total
Year 1 includes implementation. Years 2 and 3 only include recurring platform and consumption costs. The 3-year total shows the cumulative value of keeping the agent operating beyond the pilot year.
Detailed Calculation Breakdown
Calculation Formula Current Result
This table is included so the client can understand exactly how each number is generated from the editable variables.
Variable definitions

Operational variables

  • Backlog: customer records that require update or re-verification.
  • Current updates: monthly records completed by the current process.
  • New outdated records: records that become outdated each month.
  • Manual team: people currently assigned to this process.
  • Cost per person: fully loaded monthly cost used to estimate manual effort.

Agent and value variables

  • Outreach attempts: monthly automated contact attempts made by the agent.
  • Contact rate: share of attempts where the customer is reached.
  • Completion rate: share of reached customers who complete the update.
  • Compliance value: value created when one more record becomes audit-ready and reduces outdated-data exposure.
  • Commercial value: value created when updated financial and contact data improves segmentation, advisory and cross-sell visibility.