Outcome-based pricing · for service owners who want to charge for results
What should one outcome cost?
Charging per result sounds simple until failed attempts, jobs a person has to rescue and work that comes back eat the margin. Move eight sliders and get the price per outcome, the arithmetic behind it, and the contract wording that defines it.
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Price one outcome
Start from a normal month. The defaults are a claims desk where an AI agent does most of the work and a person finishes the hard cases; change them to yours.
An outcome a person helped finish is billed at
for a 40 % margin. Below €1.62 you lose money on every outcome.
If the agent finishes 10 points fewer jobs, the same price leaves a 32 % margin. Charged per attempt instead, the same revenue is €2.17 a job — and then the failures are your customer’s cost, not yours.
A scenario model, not a forecast. Every attempt costs, failed ones too.
The clause that defines it
The price only holds if both sides count the same way. Fill in four answers; the rest follows from the rules you set above. Hand it to whoever writes your contracts.
Not legal advice: a starting point for your own contract, worded from the rules on this page.
1. Billable outcome. One insurance claim settled: decision sent and payment released, billed at €2.71. 2. Acceptance. An outcome is accepted when the customer has not reopened the same claim. 3. Failures. Attempts that do not pass the acceptance test, and any retries, are not billed. 4. Duplicates. Each outcome is billed once, however many times it is attempted. 5. Human help. An outcome a person helped to finish is billed at half the rate. 6. Reopened work. An outcome reopened within 14 days of acceptance is credited on the next invoice. 7. Checking. The customer’s operations lead checks the month’s outcomes by day 5 of the following month. Disputes cover the listed outcomes only; the rest of the invoice stands. 8. Evidence. Each outcome is matched to the task record that shows who did the work and its result.
Which way to charge
| Model | You charge for | Choose it when |
|---|---|---|
| Per seat | People who use it | Value grows with the team, and usage is hard to count |
| Usage | Units consumed: calls, tasks, minutes | Usage is easy to count and the customer controls it |
| Outcome | Agreed results | The result is observable, attributable, and both sides can check it |
| Hybrid | A base fee plus outcomes | Delivery has fixed costs you need covered while outcomes vary |
Fivexer records who did each job, the result and why it was routed there — the evidence clause 8 points to. It does not decide what your customer accepts as an outcome; the contract does.