Managing Multiple Service Levels in Engagement Letters: Our Experience with Digital Tools
Our regional bookkeeping practice operating within Greater London had for quite a while found it increasingly complex to manage multiple service tiers until we embraced Figsflow’s engagement letter software for bookkeepers. With that technological age, our earnings turned out to be all correct to manage service levels pretty well while opening up to different client bases.
Previously, it was a nightmare creating engagement letters for different service tiers, taking so much time—we had three different service levels: Essential, Advanced, and Premium, out of which all would have different terms and conditions, as well as a scope definition. Our manual processes always led to a few inconsistencies from time to time and the occasional error with compromised reputations and exposed legal standing.
The introduction of these technologies opened up considerable transparency in service-level management. Even without cutting and pasting from diverse templates, the software made it possible to build a dynamic engagement letter that became a part of the software with variations of the selected service tier. This method guaranteed that each clause, obligation, and deliverable was perfectly in agreement with the service level chosen, without any further action.
Perhaps the best feature of all was the really easy delimitation of service boundaries within tiers. Our Premium package included, among other benefits, management reports every month and strategic meetings, of course, with management every quarter. The software would automatically add these specific commitments into the engagement letters along with precise definitions of what these services would consist of in detail. Such would greatly reduce scope creep as well as client misunderstanding.
The digital system truly revolutionised our opportunities for upselling. Clients who wished to upgrade their service level had amendment letters generated by the software that described the changes to scope and responsibilities. Service upgrades became more attractive to clients and easier to implement for our team because of the process’s streamlined nature.
The most important thing, in fact, is the software that keeps everything consistent, touching all communications with clients. For the clients who prefer very basic bookkeeping or a full financial advisory service, every engagement letter reflects the professional standards while clearly demarcating the value proposition specific to each service tier.
Thus, what began with managing several service levels evolved into an anchor of our growth strategy in the practice. The salubriousness and professionalism that have characterised our digitally managed engagement letters have improved client relations and must bolster our argument as a modern, efficient bookkeeping practice ready to serve businesses of different sizes and needs.
