2021 Total Economic Impact Study of the OneSignal Customer Messaging Platform Shows 425% ROI

Independent study finds customers using OneSignal experience up to $2.16 million in benefits over three years

OneSignal, Inc., the world’s most used omnichannel customer messaging platform, announced the availability of the 2021 Forrester Consulting Total Economic Impact™ (TEI) Study commissioned by OneSignal, conducted independently by Forrester Consulting in January 2021. Based on Forrester’s in-depth interviews with OneSignal customers, it provides a quantitative business value justification with cost-savings and benefits analysis for those customers leveraging the OneSignal customer messaging platform.

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An omnichannel messaging strategy is key to attracting and retaining customers through targeted engagement, leveraging digital channels across mobile, web, and SMS. Before implementing OneSignal, the interviewed companies struggled with the limitations of other messaging solutions that were too difficult to code and implement, lacked comprehensive channel coverage, offered limited features for personalization, and had slow delivery times that affected customer engagement success.

With OneSignal, the companies reported quicker customization and delivery of messages for specific segments, resulting in improved customer acquisition and retention, and a reduction in abandoned online shopping carts. The decision-maker interviews and financial analysis found that a composite organization experiences benefits of $2.67M over three years versus costs of $509K, adding up to a net present value (NPV) of $2.16M and a 425% return on investment.

A OneSignal customer who works as a senior director of engineering in the sports industry told Forrester Consulting, “Our ability to send customized or contextual messages, or rich push notifications, was limited. You’d be surprised at how much of a response we see from a fire emoji. Push messages with OneSignal are critical in driving live game viewers. Now our editorial team is sending notifications for tune-in alerts, recent articles, breaking news, etc. We now have a single tool for all our channels to reach our customers.”

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