Service Level Design

Synnch provides your Firm or Practice with an opportunity to transition some of your service delivery to a digital platform, and the efficiency to engage your clients more proactively without blowing your cost base. You can leverage Synnch to extend and diversify your service offering, and to better service and retain your clients.

You can choose to leave your clients to their own devices in Synnch, and rest assured they’ll be in good hands as Synnch is designed to deliver a minimum service level whatever you choose to do. However, the best recordkeeping outcomes and client experience are achieved when the consultant delivers some service level alongside the technology.

By design, the automated touchpoints from which a client can engage with a consultant within Synnch are very modest and focus on getting you in and out of the system quickly and effectively. In addition, your clients will interact with our Australian based CX Team, who will escalate any technical request to the nominated touchpoint in your Firm or Practice.

Below are the common approaches to designing a service level in Synnch, there is no minimum standard or benchmark requirement, how you choose to service your clients in Synnch is up to you, but we hope it can be your competitive edge!

1. No Service Level

Not all partners can resource a service level within Synnch. If this is you, please know that our team will do all in our power to ensure your clients have every opportunity to achieve a successful onboard and use case.

We have some strong examples of client-led use-cases in Synnch, that still have a huge impact on overall compliance and streamline workflow efficiencies at preparation and lodgement. If you choose not to provide a service level for your clients in Synnch, you can still establish some minimum service standards with our CX Team.

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2. Minimum Service Level

Although there is no minimum service level requirement in Synnch, there are two features your clients can use to contact you via the platform:

a. The Core Activity flag.

b. Comments threads within the:

i. Activities Tab

ii. Expenditure Workspace

iii. Claim Workspace.

Any minimum service level delivered via Synnch, would need to address these four touchpoints. Notifications can be sent to your inbox for every flag or comment, or a digest can be sent for any date range, these can also be tailored for each consultant. The recommended turnaround is 72 hrs.

3. Tiered Service Level

Very common for software set-up and support in the accounting industry, tiered models allow you to develop a fixed service tier for different fee structures or client types. Tiers can be delivered as part of an existing scope or offered as a value-add when recommending Synnch.

Basic tiered service levels may only include things like onboarding or activity framework development, whereas comprehensive service tiers might encompass regular check-ins and more tailored support.

4. Value added Service Level (on-demand)

It is possible to place service value-adds into Synnch that your clients can request or purchase on-demand. Embedded at relevant touchpoints within Synnch, these on-demand value adds can include services like eligibility review, recordkeeping strategy, or any other value-add appropriate for your scope.

In addition, value-adds can be triggered to appear when a corresponding milestone or event takes place, such as absent recordkeeping over a period, or EOFY preparation.