Your inputs
Assumptions are illustrative and adjustable. Revenue-at-risk is a simple model (incremental monthly churn risk × ARR across affected accounts).
Your results
Monthly escalation cost$—
Annual escalation cost$—
With Support Flow (monthly)$—
With Support Flow (annual)$—
Estimated monthly savings$—
Estimated annual savings$—
Baseline escalations/month: —
Scenario escalations/month: — (— → —)
-30%
Fewer escalations
-35%
Time per escalation
+1st
Resolution confidence
How we estimate the "escalation tax"
The escalation tax includes three components: (1) labor time from agents and engineers, (2) SLA credits/penalties, and (3) revenue at risk from customer churn due to slower or fragmented resolutions.
- Labor cost = (agent mins + engineer mins)/60 × respective hourly rates × # of escalations.
- SLA credits = per-escalation credits × # of escalations.
- Revenue at risk = affected accounts × ARR × incremental churn probability (monthly).
Support Flow scenarios let you model reduced escalation rates and faster handling times. Adjust the sliders to match your team.
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