According to
research from the GartnerGroup, untrained software users require two times
more official support services than trained users, and up to six times the
amount of support when peer support is involved. Their research further
determined that end user training is one of the most powerful drivers to
reduce costs and that "organizations that improve the consistency of
end-user knowledge through improved training options can reduce these costs
and increase productivity."[1]
[1]
Strategic Analysis Report, GartnerGroup, Inc., October 1998