Understand the ROI of BigPanda: Top quantitative and qualitative findings

We published the first report showcasing the business value of the BigPanda platform, based on both quantitative and qualitative feedback from more than 20 enterprise customers. The Business Value of the BigPanda Platform report provides tangible insights into our platform’s impact on business outcomes.

Organizations need to justify significant technology purchases with key financial data and operational metrics. Infrastructure and operation (I&O) leaders and executive buyers need to see rapid time to value from their IT investments. This is easier said than done, as many enterprises lack the tools and metrics to quantify this business value. Enterprise IT organizations frequently struggle with data silos, making centralizing disparate tools and measuring overall impact challenging.

Our new report aggregates the results from business value assessments for 23 BigPanda customers, taken between November 2024 and July 2025. Our research found substantial quantitative and qualitative data that helped I&O leaders justify their technology investments by demonstrating direct impact on core business goals, such as increasing revenue, improving efficiency, and enhancing customer experience.

Prove business value and realize ROI

What matters most for I&O leaders is how BigPanda affects their business and how to measure the return on investment (ROI). Our research highlights how customers quantified the financial impacts of the BigPanda platform. The annual benefit value was calculated by tallying savings from labor, ticket volume, MTTR, bridge calls, onboarding and training time, IT spend, and major incident cost reductions.

On average, BigPanda customers experience $2.85 million in annual benefits and a 430% ROI, with a typical payback period of less than a year.

• Nearly three-quarters (73%) received at least $1 million in annual benefits from BigPanda, and about a third (32%) received $5 million or more.
• Most (91%) BigPanda customers achieved an ROI of well above 100%, including nearly half (46%) that realized an ROI of 500% or more, which is compelling.
• Even at the low end, every BigPanda customer sees at least hundreds of thousands in yearly value and a meaningful ROI.

So what does this all mean for I&O leaders? These numbers clearly indicate a healthy, efficient, and resilient IT organization. They demonstrate a consistent pattern that a strategic investment in BigPanda doesn’t just reduce costs, it helps IT leaders align their organization to revenue, improve customer satisfaction, and free up resources for innovation and business growth.

BigPanda helps enterprises reclaim thousands of hours from manual workflows

For many organizations, L1 workflows are slow and manual. Incidents require significant resources, including time and money, for L1 operators to fully understand an incident before triaging and responding appropriately. This degrades the organization’s ability to respond to incidents, and could mean they miss service level agreements (SLAs) and face negative consequences from their customers.

By adopting BigPanda, customers report notable improvements in their L1 workflows. A significant reduction in manual toil was one key metric that showed promise across all customers. BigPanda customers reclaim between 4,000 and 380,000 hours of manual work annually, saving at least $200,000 in labor costs. 

Additionally, customers report considerable reductions in the number of tickets. Ticket volume reduction rate ranged from 10% to 87%, with a median of 43%. More than half (53%) of BigPanda customers reduced their ticket volume by at least 40%, including three enterprises (18%) that reduced their ticket volume by at least 70%.

These significant improvements come with multiple benefits. L1 operators are more efficient, which frees IT teams to repurpose the saved time for more innovative projects and reinvest labor costs into strategic projects, amplifying business impact. 

Protect revenue by preventing outages

When major incidents and outages occur, every minute can be costly for incident management teams. For some large enterprises, outages can cost an average of $23,750 per minute, directly impacting the bottom line and leading to customer churn. Protecting your business from these financial and reputational hits is a top priority. 

Our report confirms that BigPanda helps enterprises enhance service reliability and prevent revenue loss due to downtime. Customers experienced a reduction in the number and duration of major incidents and outages, reducing the average duration or mean time to respond (MTTR) of major incidents by 72% to 90% (incidents resolved 3.5x to 10.1x faster). These shorter incident durations translate into an estimated $1.9 million in annual revenue loss prevention.

One of our customers, the head of infrastructure operations, reported, “BigPanda helps by cutting down the noise, speeding up resolution, and giving us the visibility we need. All of that adds up to fewer disruptions and a smoother customer experience, which is what actually moves the retention number.”

BigPanda features like AI Incident Assistant help incident management teams surface hidden knowledge from siloed teams and tools. This streamlines collaboration, accelerates investigation, and automates resolution, reducing the number of major outages and helping them adhere to SLAs. This, in turn, results in greater customer satisfaction and retention, which positively impacts the organization.

Take the next steps

The full research report thoroughly examines how the BigPanda platform translates operational efficiency into real, quantifiable business value. It delivers a clear, undeniable ROI from reducing manual toil and ticket volume to protecting revenue during major incidents. 

Download The Business Value of the BigPanda Platform report today to discover how BigPanda can help your organization achieve similar results and transform your IT operations to help drive business forward.