Part 3 · Northwind Desk · prefilled from public data and a sample customer mix

Move from seats to outcomes without surprising anyone.

1 · What each feature is worth

1 = low, 5 = high · my starting guess

Feature	Value to customer	Cost to serve	Where it belongs
AI resolutions			Meter as outcome
Shared inbox			Platform fee
Workflow automations			Meter as outcome
Knowledge base			Paid add-on
Reporting			Include free

Outcome metric to charge on: ai resolutions + workflow automations

2 · Your customer mix

Small accountsAccountsSeats eachOutcomes per seat / mo

Mid accountsAccountsSeats eachOutcomes per seat / mo

Large accountsAccountsSeats eachOutcomes per seat / mo

3 · Prices

Current price per seat today$45Work shifting to AI agents seats shrink, work does not30%New price per human seat platform fee$25Price per outcome ai resolutions$0.60Outcomes included per seat before usage charges20

4 · Finance guardrails

For your CFO and your customers' CFOs

Bill cap max bill as a multiple of the committed fee3.00xMonthly usage swing to plan for up or down±25%

Monthly revenue

Today$364,500

Stay on seats as agents spread$255,150 −30%

Hybrid: seats + outcomes$373,950 +3%

Winners and losers · bill change per account

Small

$225 to $166

−26%

Mid

$1,125 to $1,128

+0%

Large

$5,400 to $6,300

+17%

Bill-shock risk: this group's bill rises more than 15%. Plan grandfathering or a phase-in.

Orange = you earn less from that account. Blue = you earn more.

What your CFO sees

Revenue that's committed

38%

Typical mid account, monthly range

$903 to $1,313

Largest possible mid-account bill

$1,313

Accounts hitting the cap

30 of 450

38% of revenue is a committed fee. With a 25% swing in usage, a typical mid account’s bill moves about 18% month to month, and no bill can exceed 3.00x its committed fee.

This is three averages. Your customers aren't averages.

Working together, we run this account by account inside your own warehouse, with real usage and retention behind every number.

Talk through this model