Understand where support time is actually spent so you can reduce inefficiencies, optimize staffing, and improve operational performance.
Trusted by
Case volume
SLA performance
Average Handle Time
❌ Where time is actually being spent
❌ Which cases consume the most effort
❌ How efficiently work is distributed across the team
Without visibility into real effort, reducing cost per case becomes guesswork.
Support cost is shaped by far more than case volume alone. Hidden inefficiencies add up quickly.
Some cases require significantly more effort than others
Agents move between multiple cases, reducing efficiency
Follow-ups, escalations, and reopenings increase total effort
When these factors go unmeasured, cost per case rises without a clear explanation.
Understand how long work actually takes
See how busy your team really is
Identify inefficiencies and rebalance work more effectively
Know whether rising cost is caused by volume, complexity, or process issues
Metrics like Average Handle Time and case counts can be useful, but they rarely explain the full cost of support work in Salesforce.
Real improvement starts when you can see actual effort across cases, channels, and workflows — not just the outcomes recorded in standard reports.
Once you can see how support work actually happens, it becomes much easier to improve operations with confidence.
Uncover hidden inefficiencies that increase support costs
Focus improvement efforts where they will have the biggest impact
Establish a realistic baseline before introducing change
See Aeon2 in action or explore it on AppExchange. Choose the path that fits your buying process best.