SaaS · 1-5 people · 1,600 tickets/mo · very slow AHT · minimal
SaaS support team: 3 agents for 1,600 tickets/month
SaaS support skews longer: troubleshooting, billing disputes and configuration questions resist short answers more than retail queries do.
Verdict: Worth buying
- 0.7-month payback and 10.5x first-year return on a 224/month platform fee.
- A 10.5x return means a large share of your support cost was avoidable labour, not overhead. Re-check that handle time and loaded rate are right - if either is overstated the return collapses.
- Agents needed
- 3
- range 2–3
- Monthly labour cost
- $37,286
- $24,858 – $37,286
- Heads removable via automation
- 1
- 2 agents remain
- Net monthly effect
- $12,204
- platform cost $224/mo
- Payback
- 0.6738863389955386 months
- at this volume
- Year-one cash effect
- $101,167
- including setup and severance
This is one example. Get yours calculated.
These figures assume 1,600 tickets/mo. Leave your email and a person replies within one business day with the same evaluation for your actual ticket count and AHT — free, and fine to ignore if it is not useful.
Put your own numbers in
These figures come from one assumed volume. Change the ticket count, AHT or cost per hour and the answer moves.
Related scenarios
The answer changes as volume, handle time and coverage move. These are the closest combinations worth comparing against.
Model v1. Figures are estimates from published benchmarks, not a quote.