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What is the identification step costing you?

Four numbers you already know. Everything updates as you type, nothing is sent to us, and the full working is shown underneath so you can check it against your own reporting.

Your numbers

How many cases arrive a month?

Correspondence items that need allocating to an administrator.

How often is a member reference missing?

As a percentage. If you have never measured it, 30 to 40 is a common range.

When it is missing, how long does the search take?

In minutes, from opening the item to knowing whose case it is.

What does an administrator hour cost you?

Fully loaded, in rand. Salary plus employer costs, divided by productive hours.

Why we show the working. Our whole argument is that we would rather measure than claim. A calculator that hides its arithmetic would rather undermine that, so every figure below can be reproduced by hand.

Absorbed every year

R107,520

By one step that currently produces no record of itself

Cases affected

280 of 800 cases a month

Time lost

28 hours a month

Over a year

336 hours

Equivalent to

0.2 of one person

Realistically recoverable

R75,264

We assume seventy percent, not all of it. A person still reviews and approves every allocation, and some cases will always need a human to look.

Working: 800 cases, 35% missing a reference, 6 minutes each, at R320 an hour. Annual full time equivalent assumes 1,800 productive hours a year.

And the part that is harder to price

The step has no audit trail

The rand figure above is the visible cost. The unpriced one is that this search happens outside your systems, so there is no record of what was looked at or how long it took. That is where a complaint can sit unnoticed until it becomes an SLA breach, and it is what FSCA Conduct Standard 2 of 2025 asks you to be able to evidence.

Measure it properly, free How Phase 0 works

Treat this as a conversation starter, not a business case. It uses your estimates, and estimates of how long something takes are usually wrong in both directions. That is exactly the point of Phase 0: two weeks of measurement against your actual data replaces this guess with a number you can take to a budget meeting.

Next step

Replace the estimate with a measurement

Phase 0 costs nothing, takes about two hours of your team's time, uses read only access and changes nothing in your systems.

Book Phase 0 Back to the overview