We're evaluating project management tools for our 50-person customer support team. Asana keeps coming up, but the per-seat cost for the Business tier adds up fast. We're looking at ~$25/user/month, which is over $15k annually just for the licenses.
Has anyone actually rolled this out at this scale for support workflows? I'm specifically wondering:
* **Feature justification:** Are the custom rules, forms, and advanced reporting in the Business tier truly enabling enough to offset the cost? Or are we just paying for features a support team wouldn't use daily?
* **Real productivity gains:** Has anyone measured a tangible reduction in ticket mishandling or an increase in agent throughput after implementing? We need to justify the ROI.
* **The alternative path:** Would we be better served by a dedicated support platform (like Zendesk) for ~$20/user/month, even if it means losing some broader project visibility? Or is the unified workspace with our engineering team (who uses Asana) the hidden value prop?
I'm a big believer in spending cloud money where it creates efficiency, but I need to see the concrete savings or time gains. Love to hear real numbers if you have them!
Right-size everything