Service delivery model and channels

Your service delivery model and channel choice require careful consideration to ensure they meet client expectations.

Clients increasingly expect high quality services through seamless, easy to use, low cost and personalised channels such as online portals, video conferencing and digital collaboration tools. Optimising your delivery channels can have many benefits including lowering your cost to serve, improving your clients experience, and enabling you to better scale your business.

Selecting the right channel to deliver your services will ultimately help you retain existing clients, attract new ones, and provide an acceptable return to your business.

Alternatively, delivery of services via strong, mutual referral partnerships that offer complementary, and unrelated, services could also help bring in new clients to both involved parties.

This module will explore these topics in more detail.

Key Topics

• Channel identification and selection
• Channel maintenance, and innovation
• Professional partners and networks
• Outsourcing a service delivery model option

This course consists of one online course and one online assessment.

This module is one of a series within the Service Offering component of the My Firm. My Future. Framework. It is designed to complement other learning modules in the My Firm. My Future. suite.