Training costs vs Help desk costs

We are trying to build the business case to have our Business Units, BU,
provide training upfront for their upgrade from Office 2000 to Office 2007.
We have a theory that if a BU does not do training at an adequate level they
will see a 2X, 3X or more increase in their support calls and therefore their
support costs. Does anyone have data or experiences to support this theory?
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Mark Biederman
Learning and Development Vendor Manager

My experience is that it has a LOT to do with capability of the people
that are being upgraded. Some people will press F1, others have no idea
that F1 exists.

Mark Biederman wrote:

> We are trying to build the business case to have our Business Units, BU,
> provide training upfront for their upgrade from Office 2000 to Office 2007.
> We have a theory that if a BU does not do training at an adequate level they
> will see a 2X, 3X or more increase in their support calls and therefore their
> support costs. Does anyone have data or experiences to support this theory?