Turn Support into a Profit Center — KPIs, staffing, pricing tiers & automation that actually cut cost per contact

We’re trying to move a help desk from “cost center” to a net contributor. Looking for first‑hand, concrete examples you’ve run in production — not vendor marketing. Please share measurable before/after results, the context (company size/ARR/channel mix), and what you changed.

Key questions to answer if you can:
- Which KPIs did you track to demonstrate ROI and surface savings opportunities? (examples: cost-per-contact/ticket, cost-per-resolved-ticket, AHT, FCR, CSAT/NPS, deflection rate, SLA compliance, revenue from paid support, LTV impact)
- What staffing models or process changes reduced cost-per-contact without harming satisfaction? (examples: blended teams, tiered agents, follow-the-sun, part-time pools, outsourcing, co-sourcing) — include headcount before/after and cost impact.
- Which workforce tools or WFM changes helped (scheduling, forecasting, shrinkage reduction, QA coaching)? Include vendor names and rough pricing if possible.
- For teams that charge for support: what pricing/tiering worked? (SLA-based, paid premium channels, add-on packages, seat-based support, usage-based) — include price points, attachment rates, churn impact, and net revenue added.
- What automation or self-service investments delivered measurable ROI? (chatbots, proactive messages, knowledge base improvements, smart triage/routing, macro automation) — share deflection % before/after, time-to-resolution changes, and tooling/vendors.
- Any templates/calculators/benchmarks you can share (cost calculators, pricing templates, SLA matrix)?
- Biggest pitfalls or customer-facing issues to watch for when monetizing support or automating.

Please reply with a short, copy-pasteable summary using this format so others can compare quickly:
- Company context (industry, ARR or MRR band, #support seats)
- Change made (one line)
- Tools/vendors used
- Before metrics -> After metrics (include time window)
- Financial impact (cost savings, additional revenue, or both)
- Notes / lessons learned

Looking for concrete numbers, vendor names, and any templates or links you can share. Anonymized data is fine. If you ran A/B tests or pilot cohorts, please include that detail.