Thought Leadership
The Economics of Elastic Support — Why Pay-Per-Ticket Wins
Sep 23, 2025
Traditional customer support models are built around agent “seats.”
Companies pay for staff to be available, regardless of whether they’re busy or idle. For CEOs, this is an outdated, capital-draining structure.
Markets are volatile, customer demand is unpredictable, and boards expect lean, flexible cost structures. That’s why Sirius Support pioneered a pay-per-ticket model - one that aligns costs directly to customer demand.
The economic benefits are clear.
McKinsey has found that companies improving their customer journeys can lift revenue by up to 15% while simultaneously lowering support costs by as much as 20% (McKinsey). In other words, efficient support isn’t just cheaper - it also drives growth.
For CEOs, pay-per-ticket is more than a cost-savings mechanism.
It’s financial agility. It transforms customer support into a variable cost, giving leadership confidence to scale during spikes and pull back in quieter periods.
Boards value predictability. Customers value quality. Elastic support delivers both.