ROI and Business Case

[YourCompany.com] · Customer Support Department · Prepared by FullSpec · [Today's Date]

This document gives you a clear, numbers-first case for automating your warranty and guarantee claim handling process. It shows what the manual process is costing you today, what changes after the FullSpec build goes live, and how quickly the investment pays for itself. All figures are drawn from your confirmed process data: 55 claims per month, 7 manual staff hours per week, and a support agent hourly rate of $47. Use this document to make the go or no-go decision with confidence.

01What the current process is costing you

The three highest-friction steps in your current process are where time and money are being lost most consistently. Each one is a manual handoff that relies on a staff member switching tools, applying judgement, and communicating across channels without any structured trigger or fallback.

• Locate Original Order Record (Step 3, Shopify, 10 minutes per claim): The support agent manually searches Shopify using the customer email or order number to confirm the product, purchase date, and price paid. When the email used at purchase does not match the claim submission, the lookup stalls entirely and requires manual follow-up. At 55 claims per month this step alone consumes approximately 9 hours of staff time every month.
• Verify Warranty Eligibility (Step 4, Google Sheets, 12 minutes per claim): The agent cross-references the purchase date against a shared Google Sheet containing warranty periods by product SKU. There is no automated validation, so errors in the sheet or gaps in coverage go undetected until a customer disputes the outcome. This step accounts for roughly 11 hours of staff time per month and is one of the leading causes of inconsistent eligibility decisions.
• Notify Warehouse or Finance Team (Step 7, Gmail, 10 minutes per claim): Once a resolution is decided, the agent writes and sends a freeform email to the warehouse or finance team with all claim details in the message body. There is no standard format, no read receipt, and no escalation if the email is missed. When warehouse or finance teams are busy, resolutions that should complete in a day stretch to three to five business days, driving customer chasers and repeat contacts.

02What changes after automation

After the FullSpec build goes live, three agents handle the end-to-end claim workflow the moment a submission arrives. The Claim Intake Agent creates the Zendesk ticket and sends the customer acknowledgement instantly. The Eligibility and Routing Agent queries Shopify, checks Google Sheets, and either resolves the claim automatically or sends a structured Slack approval request to the relevant manager. The Resolution Confirmation Agent closes the ticket and emails the customer once a decision is confirmed. You keep two decision points that require human authority: the manager's approval for high-value or out-of-scope claims, and the finance team's refund processing in Xero. Everything else runs without anyone touching it.

03Before and after comparison

04Tool costs

05Net ROI summary

06Assumptions log

All figures above are based on 55 claims per month processed by a single support agent at $47 per hour. If your claim volume increases, the savings scale proportionally: every additional 10 claims per month adds approximately $1,560 in annual staff cost saving at the current rate, with no increase in build cost and only marginal impact on automation platform costs. If you hire at a higher hourly rate or add headcount to manage claim growth, the case for automation strengthens further since the build cost remains fixed while the cost of manual processing rises. Conversely, if claim volume drops significantly below 55 per month, payback extends but remains well within year 1 at any volume above 30 claims per month. The FullSpec team will rerun these numbers with you if your volume, team size, or hourly rates change before go-live. Contact support@gofullspec.com to request an updated projection.