It’s a story many security and risk leaders know all too well. You’ve invested in best-of-breed solutions, yet your team is still bogged down by routine issues, complex integrations, and pressure to resolve tickets and incidents faster. The full strategic value of your investment is just out of reach, buried under the grind of operational support. But what if there was a clear path from reactive problem-solving to proactive value creation?
Okta addresses these challenges with its comprehensive Gold Premier Success Plan. Forrester Consulting’s Total Economic Impact™ study quantifies the value and impact our customers gain from this plan, capturing both the measurable financial benefits and customers’ qualitative experiences.
The hidden costs of an unsupported identity solution
Before investing in the Gold Premier Success Plan, the organizations interviewed by Forrester faced several common challenges. They relied on basic support or third-party contractors, which led to:
- Slow incident resolution: Without 24/7 support or dedicated experts, critical identity incidents took longer to resolve, leading to significant employee downtime and business disruption.
- High operational costs: Organizations spent heavily on expensive external contractors to fill knowledge gaps and get specialized guidance.
- Increased security risks: A lack of proactive guidance and best practices led to misconfigurations, compliance gaps, and increased exposure to security threats.
- Poor employee experience: Slow onboarding processes and frequent access issues for employees and customers alike negatively impacted productivity and morale.
One Global IT Director in the wholesale industry noted the struggle of relying on external contractors: “It's rare that you get [contractors] on a long-term engagement. You would get different people who didn't have historical knowledge ... There was also a delay when we needed assistance because we needed to explain to everybody the problem and ask them to troubleshoot. So that was a big failure.”
How Okta’s Gold Premier Success Plan delivers value
Forrester Consulting evaluated the plan’s value by creating a composite organization from the Okta and Auth0 customers they interviewed. Their analysis revealed that the Gold Premier Success Plan can deliver a remarkable 103% return on investment in three years, delivering $805K in net present value – all with a payback period of less than six months.
- Drastically reduced downtime: Customers saw a 70% reduction in resolution time for end-user downtime-causing identity incidents and a 75% reduction in resolution time for escalated identity administration issues. This reclaimed 32,400 employee hours over three years.
- Increased productivity: With expert guidance and training, organizations achieved 50% gains in IT resource productivity and 35% gains in Okta admin productivity on routine identity tasks.
- Significant cost savings: Customers reduced their reliance on third-party support partners by $150,000 annually, resulting in a risk-adjusted present value of $443,000 over three years.
- Improved business continuity: The study found $3.4 million in revenue recapture over three years from reduced customer-facing SEV1 downtime.
- “Every hour we're down, we lose over two million dollars. There's a big difference in dollar signs between waiting five hours compared to 30 minutes for an initial response to a SEV1 incident.” – Global director, IT, wholesale
- Faster time-to-value: Onboarding for new Okta-enabled applications was accelerated by 15%, and new hires got access to critical applications faster, reclaiming 5,850 hours of otherwise lost productivity.
- Robust technical support: Okta’s Gold Premier Success Plan provides customers with comprehensive training resources, 24/7 online and phone support with priority response times for critical issues, and access to experts who can provide strategic and technical guidance to drive identity maturity.
“The Okta [Gold] support we've gotten is some of the best we've ever seen — quite literally. It provides us with super detailed analysis. We can see a lot of things through Okta, and when we go and talk to them, they see even more. It's been nothing but excellent since we've been with them." – VP, Infrastructure and Service Desk, Manufacturing
Maximize your Okta investment today
The Forrester TEI study makes it clear: a strategic investment in a comprehensive success plan for your identity solution pays for itself. Okta's Gold Premier Success Plan is more than just support, it's a partnership that helps you maximize your Okta investment, strengthen your security posture, and drive your business forward.
Download the full Forrester TEI study to learn more about how the Gold Premier Success Plan can benefit your organization.
Results are based on the “Total Economic ImpactTM Of Okta’s Gold Premier Success Plan” study (2026), a commissioned study conducted by Forrester Consulting on behalf of Okta. Results are for a composite organization based on interviewed customers. Individual results may vary.
These materials are intended for general informational purposes only and are not intended to be legal, privacy, security, compliance, or business advice.
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