Service model design
Most service problems are not people problems. They are design problems. When the way a service is set up does not match what customers need or what the team can consistently deliver, you get variation, complaints and churn. We help you design the service model that fixes the underlying problem, not just the symptoms.
What's included
The scope is shaped to your situation, so the specifics shift between engagements. A typical scope of work covers:
- A clear map of the current customer experience, including where expectations are not being met and where the team is working harder than they should be.
- Service model redesign that aligns what you promise, what you deliver, and what your team is set up to do consistently.
- Channel and team design, covering how customers access the service, how the team is organised to deliver it, and what tools support them.
- Standards and measures that give your team a clear picture of what good looks like and give leadership the visibility to manage it.
Who it's for
This service is for organisations where the quality of the customer experience is inconsistent, where complaints keep recurring, or where the team is working hard but customers are still not satisfied. It is also useful for businesses that are scaling their service operation and need to make sure the model can grow without quality falling away.
How we typically engage
Every engagement is tailored, but the shape stays the same.
Understand
We look at the service from the customer's perspective as well as the team's. We want to understand what customers actually experience, not just what the process documentation says they should.
Articulate
We work with your leadership and your frontline team to design a service model that is realistic, consistent, and genuinely better for customers.
Implement
We support the transition to the new model, working through the process changes, team structures, tools and training needed to make it real.
Embed
We put in place the standards, the measures and the feedback loops that keep the service model working and improving over time.
Frequently asked questions
Do you talk to our customers as part of the process?
Where possible, yes. Customer insight is usually the most valuable input to a service model redesign, and it is often the thing that is missing from internal redesign efforts.
How long does a typical engagement run?
It depends on the scope. Shorter, well-defined pieces of work can be completed in a few weeks. Larger transformation programs typically run several months, and some run across multiple years. We agree the shape and timeline before we start, with checkpoints along the way.
How do you price your work?
Fixed scope and price for well-defined work, and time-and-materials for discovery and longer programs. We always agree the commercial model in writing before we start.
Will I be working with the senior consultant who scopes the work?
Yes. We also tailor the consultant skillset to your needs and budget, so you get the right mix of experience for the engagement without paying for more than you need.
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