The Total Economic Impact™ Of Insight’s Flex For Devices

IT Efficiency Gains

Evidence and data. Interviewees reported that before adopting Insight’s Flex, internal IT teams were responsible for a wide range of manual, time-intensive activities related to device lifecycle management, including imaging devices, provisioning and preparing hardware, coordinating shipments, managing break/fix processes, and tracking asset inventory. These activities required significant hands-on effort and consumed a substantial portion of the IT team’s capacity. As organizations scaled, handling device fulfillment, logistics, and break/fix became increasingly inefficient and difficult to sustain. Interviewees noted that supporting growth would have required hiring additional staff to manage these operational tasks. The director of IT operations at a staffing and recruiting organization said: “For all of our teams, endpoint management is an added responsibility. We don’t have three people who are just ordering, so this is on top of everybody’s job. If we were to do it ourselves, we would have to hire three people dedicated to doing this.”

After adopting Insight’s Flex, interviewees said that their organizations centralized and automated many of these activities through Insight’s managed services. They reported that ordering, provisioning, and fulfillment processes were highly streamlined, requiring minimal internal IT intervention. In some cases, device orders were fully automated through system integrations, eliminating manual handling. The senior IT manager at a pet insurance organization said: “Somebody opens a ticket for a new hire. Service now is integrated within Insight. There’s no human touching it on our side; it goes into Insight’s queue. As long as the device is in stock, it’s shipped out, and the ticket gets updated with all that information. From a help desk standpoint, it’s literally zero touch unless there’s something out of stock or a last-minute change has been made.”

As a result, IT teams significantly reduced the time spent on operational tasks and were able to focus on higher-value initiatives. Interviewees emphasized that staff previously dedicated to device management were redeployed to more strategic work, including cloud migration, virtualization, and end-user experience improvements. The senior IT manager at a pet insurance organization said: “Those same three people … are now working on larger projects … migrating stuff to the cloud … [and] M365 management.” In addition, interviewees highlighted productivity gains from eliminating time spent coordinating logistics and tracking orders. The senior IT manager said, “Once we established processes with Insight, orders and fulfillment proceeded with minimal oversight, allowing IT staff to focus on their core responsibilities.”

Modeling and assumptions. Based on the interviews, Forrester assumes the following about the composite organization:

• The composite assigned three FTEs to handle asset management before Insight.

• The fully burdened salary for the IT manager is $144,000 per year.

• After Insight, three FTEs now dedicate 50% of their job to higher-value tasks rather than asset management.

Risks. The scale of this benefit may vary from organization to organization based on:

• The size of the organization.  

• The number of FTEs who previously handled asset management.

• The salary of the IT professional.

Results. To account for these risks, Forrester adjusted this benefit downward by 10%, yielding a three-year, risk-adjusted total PV (discounted at 10%) of $483,000.             

End-User Efficiency Gains

Evidence and data. Prior to adopting Insight’s Flex, interviewees reported that employees frequently experienced delays in receiving devices and extended downtime when devices failed. Manual fulfillment processes, inconsistent logistics, and reliance on internal IT teams or external vendors for provisioning and repair drove these issues. For new hires, device delivery timelines were less predictable, requiring coordination across internal teams and logistics providers. As organizations scaled and transitioned to distributed workforces, these delays created friction in onboarding and limited employees’ ability to begin work immediately.

Interviewees emphasized improvements in the onboarding experience after adopting Insight’s Flex, with devices consistently delivered ahead of employees’ first day. New hires were able to begin their work on schedule, reducing onboarding-related lost productivity.

The service desk manager at a staffing and recruiting organization reported significant reductions in end-user downtime due to device failures and replacements: “On average, employees could be down 48 hours, depending on whether we had a local technician and they could fix the issue or if we had a machine in stock and could swap them out. It wasn’t always guaranteed, and the user would be down a day and a half or two days.”

After adopting Insight’s Flex, interviewees’ organizations established a more standardized, responsive support model, enabling rapid device replacement and streamlined repair workflows. Interviewees reported that employees now receive replacement devices within approximately 24 hours, significantly reducing downtime. This improvement enables employees to resume work more quickly, minimizing productivity disruption and reducing the business impact of device-related issues.

In addition to repair scenarios, the IT service manager noted productivity gains from faster device access when employees change roles or require upgraded equipment. Previously, these requests required manual coordination and shipment processes; with Insight’s Flex, they are fulfilled more quickly and consistently. The senior IT manager at a pet insurance organization shared: “The user’s manager goes on, fills out a form, and 24 hours later, they have a new laptop, and not one person in our company has touched it. We have 100 scenarios a year where someone changes departments, gets a different laptop, or has a job function change.”

Overall, interviewees emphasized that faster fulfillment, reduced downtime, and improved predictability of device availability contributed to a more seamless and efficient end-user experience.

Modeling and assumptions. Based on the interviews, Forrester assumes the following about the composite organization:

• The composite organization experiences 12% turnover annually, which means they ship 480 devices each year.

• Before Insight’s Flex, the composite employees experienced 48 hours or more of downtime while waiting for a replacement device.

• After Insight’s Flex, the composite’s employees experience 24 hours of downtime.

• The average fully burdened end-user salary for the composite is $52 per hour.

• The composite experiences a 2% device repair rate, which totals 80 devices needing replacement per year.

• Of the time saved from deploying Insight’s Flex, Forrester conservatively estimates that 50% is recaptured for work on other tasks and initiatives and is therefore included in the benefit calculation. 

Risks. The scale of this benefit may vary from organization to organization based on:

• The consistency of device delivery timelines prior to adopting Insight’s Flex.

• The frequency and severity of device-related downtime events.

• The proportion of employees impacted by onboarding delays or device failures.

• The ability of employees to perform limited work on alternative devices during downtime.

Results. To account for these risks, Forrester adjusted this benefit downward by 10%, yielding a three-year, risk-adjusted total PV (discounted at 10%) of $782,000.

Warranty Cost Savings

Evidence and data. Prior to adopting Insight’s Flex, interviewees reported purchasing extended OEM warranties to ensure repair coverage, representing a high cost despite relatively low device failure rates.

The senior IT manager at a pet insurance organization noted that his organization paid $300 per laptop for more than 2,000 devices: “Insight’s break/fix services allowed us not to have to carry that warranty on the laptops. Before, employees were either shipping their laptops to us, or if it was a remote worker and they were comfortable, we would send [an OEM] technician to their house who would troubleshoot their laptop.”

After adopting Insight’s Flex, organizations eliminated extended warranties and instead leveraged Insight’s depot and replacement services to manage repairs.

The senior IT manager at a pet insurance organization said this model maintained or improved service levels and improved employee experience. They said, “It limited the awkwardness of a stranger [the OEM technician] coming into their house.

Centralized repair and replacement workflows further simplified operations, with failed devices returned to Insight for diagnosis, repair, or reconditioning. As a result, interviewees’ organizations reduced both direct warranty spend and the complexity of managing OEM support processes.

Modeling and assumptions. Based on the interviews, Forrester assumes the following about the composite organization:

• The composite organization is on a three-year rolling device lifecycle before adopting Insight’s Flex, ordering 1,334 devices per year.

• Previously, the composite paid $300 per device for the OEM warranty.

Risks. The scale of this benefit may vary from organization to organization based on:

• The degree to which organizations previously purchased extended warranties.

• Variability in per-device warranty pricing.

• Device failure rates and repair needs..

• Organizational policies regarding risk tolerance and support coverage

Results. To account for these risks, Forrester adjusted this benefit downward by 10%, yielding a three-year, risk-adjusted total PV (discounted at 10%) of $896,000.

Savings From Increased Device Lifecycle

Evidence and data. Before adopting Insight’s Flex, many interviewees relied on standard three-year lifecycle policies for their device refresh decisions and often lacked visibility into the actual performance and condition of their devices. As a result, some devices were replaced too early, which negatively impacted overall asset utilization.

Once organizations implemented Insight’s Flex, they gained enhanced visibility into device health and performance metrics through advanced reporting and analytics. This improvement enabled interviewees to make more informed decisions regarding whether to repair, reissue, or replace their devices.

The director of IT operations described using these insights to extend device usage safely, We are frugal… 71% of our laptops… have exceeded their three-year warranty and are probably twice that old.”

In addition, Insight’s depot services allow organizations to evaluate returned devices, determine whether repair or replacement is more cost-effective, and recondition devices for continued use. This structured approach increases confidence in extending device lifecycles while maintaining performance standards. As a result, organizations can defer new device purchases and extract additional value from existing assets by extending device lifespans beyond typical refresh cycles.

Modeling and assumptions. Based on the interviews, Forrester assumes the following about the composite organization:

• The composite organization began deploying devices with Insight one year before the start of the three-year model.

• The average blended cost of the PCs and Macs deployed is $1,400 per machine.

• After Year 3, 78% of the value is depreciated.

• After Year 4, 85% of the value is depreciated.

• By Year 3 of the model, the composite uses 1,334 devices for an additional year saving $130,000.

Risks. The scale of this benefit may vary from organization to organization based on:

• Device performance requirements across user roles.

• Organizational tolerance for extending refresh cycles.

• Reliability of older devices and associated repair costs.

• Accuracy and adoption of device health and performance insights.

Results. To account for these risks, Forrester adjusted this benefit downward by 10%, yielding a three-year, risk-adjusted total PV (discounted at 10%) of $88,000.

Cost Savings From Increased Inventory Control

Evidence and data. Before adopting Insight’s Flex, interviewees reported limited visibility into inventory and inconsistent device retrieval processes. As a result, organizations maintained excess buffer stock to support onboarding and replacements, while also incurring asset losses from unreturned devices. Retrieval rates were inconsistent and difficult to enforce, with the service desk manager at a staffing and recruiting organization estimating recovery rates of approximately 70% before Insight’s Flex. To mitigate these uncertainties, organizations carried excess inventory, tying up capital and reducing asset utilization. Interviewees also noted limited visibility into available stock, making it difficult to accurately forecast demand.

After adopting Insight’s Flex, organizations improved both inventory visibility and device retrieval rates through centralized tracking, standardized processes, and managed retrieval services. The director of IT operations at the staffing and recruiting organization reported that retrieval rates increased significantly, reaching 98%. Improved recovery rates increased the availability of reusable devices, reducing the need to purchase new hardware for onboarding and replacement. At the same time, enhanced inventory visibility and reporting allowed interviewees’ organizations to reduce excess stock and better align inventory with demand. Together, these improvements reduced both the number of idle devices held in inventory and the volume of new devices required to support operations.

Modeling and assumptions. Based on the interviews, Forrester assumes the following about the composite organization:

• Before Insight, the composite kept a supply of devices on hand that was equal to 10% of its total employees, or 400 devices.

• After Insight, the composite reduces that supply to 3%, or 120 devices.

• The total capital released is $392,000.

• The cost of that capital is 10%, or $39,200.

• The composite experiences 12% voluntary turnover each year.³

• Before Insight, it was only able to retrieve 70% of the devices from departing employees.

• After Insight, the composite is able to recover 98% of those devices.

• The composite no longer needs to purchase 134 devices for new employees.

Risks. The scale of this benefit may vary from organization to organization based on:

• Baseline device retrieval rates prior to adoption.

• The degree of improvement in retrieval and tracking processes.

• Organizational policies regarding inventory buffers.

• Workforce growth and device demand variability.

Results. To account for these risks, Forrester adjusted this benefit downward by 10%, yielding a three-year, risk-adjusted total PV (discounted at 10%) of $509,000.

Unquantified Benefits

Benefits that provide value for the composite organization but are not quantified for this study include:

• Reduced need for internal warehousing and logistics. Interviewees reported that Insight’s Flex eliminated the need for internal warehousing, inventory handling, and logistics management. Prior to adoption, IT teams were responsible for storing devices, packaging equipment, and coordinating shipments, requiring both physical space and staff effort. The senior IT manager_ at a pet insurance organization said, “We’re not a logistics company, so a lot of time [was] spent … getting a laptop ready and shipped out.” By shifting these responsibilities to Insight, the interviewees’ organizations reduced operational overhead and freed IT resources from noncore activities.

• Improved compliance and reduced risk exposure. Interviewees reported that transitioning from a bring-your-own-device model to a corporate-managed device model improved compliance and reduced risk exposure across their organizations. Prior to adopting Insight’s Flex, device management was less controlled, increasing the likelihood of unmanaged or noncompliant software use. By standardizing device provisioning and lifecycle management, organizations ensured that all endpoints adhered to corporate policies and licensing requirements. This reduced risks associated with unauthorized or pirated software and improved audit readiness by ensuring that devices were properly tracked, configured, and maintained within centralized systems.

• Greater standardization of device provisioning and configurations. Interviewees reported that standardized device bundles and approved configurations helped reduce ordering errors, prevent unnecessary purchases, and ensure employees received the appropriate hardware for their roles. The director of IT operations at a staffing and recruiting organization said, “Our predefined bundles prevent over-ordering, double-ordering, or ordering a model or device that we have not approved.” The composite enforces consistent device bundles and configurations across user groups, reducing variability, improving support efficiency, and minimizing errors associated with ad hoc provisioning.

• Improved sustainability, asset governance, and financial visibility. Interviewees reported that Insight's asset disposition processes improved confidence in device retirement, enhanced tracking of retired assets, and provided documentation to support compliance and financial reporting requirements. The senior IT manager at a staffing and recruiting organization said: “We know that each device is securely being destroyed. We can take those machines off of our accounting books once they are completely destroyed.” The composite streamlines device disposition through standardized recycling and resale processes, enabling better tracking of retired assets, improving compliance through certificates of destruction, and increasing transparency into asset lifecycle outcomes.

Flexibility

The value of flexibility is unique to each customer. There are multiple scenarios in which a customer might implement Flex for Devices and later realize additional uses and business opportunities, including:

• Ability to scale device lifecycle operations without incremental IT headcount. The composite supports future workforce growth, acquisitions, and distributed work models without proportional increases in IT staffing by leveraging a scalable, managed delivery model. The service desk manager  at a staffing and recruiting organization said: “The biggest dilemma for us was how many people to staff depending on how many devices had to go out that day. Bringing on Insight was the biggest help for us. If we took Insight out and tried to do this internally, it would become more of a full-time job for engineers.”

• Flexibility to optimize sourcing strategies, including refurbished or alternative device procurement. The composite can leverage evolving sourcing models, including the reuse of returned devices and access to secondary markets, to further reduce hardware costs. The director of IT operations at the staffing and recruiting organization said: “We’re a frugal company, with the [hardware] market changes, so we are looking at every expense. If there were an opportunity to buy used equipment, we would consider it.”

Flexibility would also be quantified when evaluated as part of a specific project (described in more detail in Total Economic Impact Approach).