Jan–Jul Business Plan
Executive Summary
The Centre of Excellence will operate a lean, ticket-based client support model paired with monthly courses and annual memberships. From January to July, we scale from one to four retainer clients while maintaining fixed overheads of $1,300 per month. Total monthly revenue grows from $2,200 in January to $4,600 in July, with operating surplus reaching $3,300 by July. January includes a one-time $1,500 equipment purchase; break-even on an operating basis is February.
Problem & Opportunity
Small and mid-sized teams often need high-quality expert support without committing to large retainers or full-time hires. They also need predictable costs, clear accountability, and measurable service quality. The market opportunity is to provide a structured, transparent support model that scales with demand while maintaining margins.
Solution / How it Works (ticket model + ratings + escalation)
Clients purchase a $800 monthly retainer. This includes a ticket allocation valued at $680. Each support ticket is drawn down from that allocation based on effort. Tickets are resolved, rated by clients, and can be escalated for higher-tier review. Escalations include recorded RDP sessions where needed, enabling transparency, training, and quality assurance.
Business Model (revenue streams + ticket economics)
Revenue is diversified across: - Client retainers: $800 per client per month. - Courses: Two courses per month, six attendees each, at $100 per attendee ($1,200/month). - Memberships: Two new members per month at $100 annual fee (recognized upfront; $200/month).
Ticket economics per client: - $800 monthly revenue - $680 ticket allocation (used to pay ticket work) - $120 target margin (15%) - Unused ticket value converts to profit; overages require client top-ups.
Cost Structure
Fixed monthly overheads total $1,300, covering rent, receptionist, internet, bookkeeper, and marketing. January includes a one-off equipment purchase of $1,500.
Go-to-Market (Jan–Jul)
- Jan–Mar: Establish core delivery with one retainer client and repeatable course cadence.
- Apr–May: Expand to two retainer clients while maintaining service quality.
- Jun–Jul: Scale to three and four clients with refined escalation and QA processes.
Operations & Quality Control (ratings, escalation, RDP recordings, fairness controls)
- Client ratings: Every ticket is rated to track satisfaction and agent performance.
- Escalation path: Complex or sensitive issues are escalated to senior reviewers.
- RDP recordings: Escalated sessions are recorded to document resolution steps and support auditability.
- Fairness controls: Ticket allocation is enforced consistently; top-ups prevent cross-subsidization between clients.
Financial Forecast (Jan–Jul)
Monthly Revenue
| Month | Clients | Client Revenue | Course Revenue | Membership Revenue | Total Revenue |
|---|---|---|---|---|---|
| Jan | 1 | $800 | $1,200 | $200 | $2,200 |
| Feb | 1 | $800 | $1,200 | $200 | $2,200 |
| Mar | 1 | $800 | $1,200 | $200 | $2,200 |
| Apr | 2 | $1,600 | $1,200 | $200 | $3,000 |
| May | 2 | $1,600 | $1,200 | $200 | $3,000 |
| Jun | 3 | $2,400 | $1,200 | $200 | $3,800 |
| Jul | 4 | $3,200 | $1,200 | $200 | $4,600 |
Operating Surplus
| Month | Total Revenue | Fixed Costs | Operating Surplus |
|---|---|---|---|
| Jan | $2,200 | $1,300 | $900 |
| Feb | $2,200 | $1,300 | $900 |
| Mar | $2,200 | $1,300 | $900 |
| Apr | $3,000 | $1,300 | $1,700 |
| May | $3,000 | $1,300 | $1,700 |
| Jun | $3,800 | $1,300 | $2,500 |
| Jul | $4,600 | $1,300 | $3,300 |
January cash position impact: $900 operating surplus less $1,500 equipment purchase results in -$600 net cash for January. Break-even month: February (operating basis).
Client Ticket Margin
| Clients | Revenue per Client | Ticket Allocation per Client | Margin per Client | Total Margin |
|---|---|---|---|---|
| 1 | $800 | $680 | $120 | $120 |
| 2 | $800 | $680 | $120 | $240 |
| 3 | $800 | $680 | $120 | $360 |
| 4 | $800 | $680 | $120 | $480 |
Charts
Total Revenue by Month (Jan–Jul)
| Month | Total Revenue |
|---|---|
| Jan | $2,200 |
| Feb | $2,200 |
| Mar | $2,200 |
| Apr | $3,000 |
| May | $3,000 |
| Jun | $3,800 |
| Jul | $4,600 |
Client Count by Month
| Month | Clients |
|---|---|
| Jan | 1 |
| Feb | 1 |
| Mar | 1 |
| Apr | 2 |
| May | 2 |
| Jun | 3 |
| Jul | 4 |
Total Revenue vs Fixed Costs
| Month | Total Revenue | Fixed Costs |
|---|---|---|
| Jan | $2,200 | $1,300 |
| Feb | $2,200 | $1,300 |
| Mar | $2,200 | $1,300 |
| Apr | $3,000 | $1,300 |
| May | $3,000 | $1,300 |
| Jun | $3,800 | $1,300 |
| Jul | $4,600 | $1,300 |
Key Risks & Mitigations
- Slower client acquisition: Mitigate via consistent course marketing and referral incentives.
- Ticket overrun risk: Enforce top-ups and escalation thresholds to maintain margin.
- Quality variability: Maintain ratings and recorded escalation reviews to standardize delivery.
- Course attendance volatility: Diversify channels and bundle courses with memberships.
Use of Funds (if grant/investment)
Grant or investment funding will be applied to equipment, marketing pipeline acceleration, and scaling QA capacity for escalations and reviews.
July Milestones / Target State
- Four active retainer clients on the ticket model.
- Two courses per month with consistent 6-attendee cohorts.
- Monthly revenue of $4,600 with $3,300 operating surplus.
- Documented QA workflows, ratings benchmarks, and escalation playbooks.