SaaS · 16-40 people · 40,000 tickets/mo · very slow AHT · aggressive
SaaS support team: 26 agents for 40,000 tickets/month
SaaS support skews longer: troubleshooting, billing disputes and configuration questions resist short answers more than retail queries do.
Verdict: Worth buying
- 0.2-month payback and 6.9x first-year return on a 16830/month platform fee.
- Headcount spans 13-26 agents across your industry's handle-time range. Measure your real AHT for two weeks before you budget - the band is usually wider than anyone expects.
- We phased the saving in over 12 months via attrition. Cutting 13 people on day one would cost roughly $403,937 in severance and is usually worse than phasing it.
- A 6.9x 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
- 26
- range 13–26
- Monthly labour cost
- $323,150
- $161,575 – $323,150
- Heads removable via automation
- 13
- 13 agents remain
- Net monthly effect
- $144,745
- platform cost $16,830/mo
- Payback
- 0.17154327654815635 months
- at this volume
- Year-one cash effect
- $1,244,213
- including setup and severance
This is one example. Get yours calculated.
These figures assume 40,000 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.