Most organizations still measure wireless support costs the wrong way.
Per-device pricing feels logical. It’s simple, predictable, and easy to budget.
But it no longer reflects reality.
That’s why CIOs and CFOs need to benchmark a new KPI: Cost Per Support Transaction (CPST).
Why Per-Device Pricing Breaks Down
Per-device models charge the same fee every month regardless of:
- How often support is used
- How many requests occur
- Whether any work is performed at all
They are also built on outdated optimization assumptions:
- Unlimited plans have eliminated the need to actively track usage for most organizations
- Overage and roaming savings—the original justification for optimization—are now minimal or nonexistent
- Monthly “optimization” rarely produces measurable savings
- Reporting continues, but action and financial impact do not
This model assumes wireless support and optimization are continuous.
They aren’t.
Wireless support is event-driven—busy some months, quiet others—while per-device costs remain fixed.
Introducing Cost Per Support Transaction (CPST)
CPST answers the question IT and finance leaders actually care about:
What does each wireless support request really cost the organization?
CPST is calculated as:
Total monthly wireless support spend ÷ number of support requests
Support requests typically include:
- Activations and disconnects
- Device upgrades and replacements
- Carrier or billing issues
- End-user support
When activity is low—as it often is—CPST rises quickly.
This is why organizations that believe wireless support is “low cost” are often surprised when CPST is calculated.
Internal Teams Have a CPST Too
Even when wireless is managed internally, CPST still applies.
The cost simply shows up differently:
- Employee time
- Opportunity cost
- Delayed strategic initiatives
Because this cost is buried in payroll and workload, it’s rarely measured—but it’s very real.
A Usage-Based Pricing Alternative
A usage-based Pay for Service model aligns cost to reality.
Instead of paying:
- Per device
- Per month
- Regardless of activity
Organizations pay only when support is actually used.
No requests = no cost.
This approach treats wireless support for what it truly is:
an operational function with variable demand, not a fixed monthly service.
One Simple Question
Do you know what each wireless support request actually costs—and whether your current pricing model reflects that?
Final Thought
If you don’t know your Cost Per Support Transaction, you don’t truly know what wireless support costs your organization.
ECB Wireless offers a free, complimentary CPST analysis to help organizations understand and benchmark their true wireless support costs. Contact us.