Service Packages Overview
Many Practices segment their clients based on the level of complexity of each client’s needs and the frequency and level of servicing required. Service packages provide an opportunity for you to decide how to segment your clients – based on their needs and the services that have been promised to them.
A service package outlines the services – or service components – that were promised to the client during a 12-month service arrangement period. It may also include services that are available as required or on request.
The following BTGL service packages for different client segments have been set up in XPLAN:
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Service Package 1: Quarterly Review
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Service Package 2: Half Yearly Review
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Service Package 3: Annual Review
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Service Package 4: Investment Strategy Review
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Service Package 5: Ad-hoc Review
If required, you can use a mix of Wealth Axis’s and your own Practice’s service packages to suit the needs of your clients. You can have up to 10 service packages in XPLAN.
For further information regarding Wealth Axis’s service packages here and How to add a Service Package here . If you have any questions, please speak to your Wealth Axis Practice Manager.
What does each service package contain?
Each service package will contain a comprehensive list of services – or service components – that have been promised to your clients, or are available as required or on request. Examples of these services are:
- Access to the adviser and their professional team
- A comprehensive annual review of your plan
- Additional reviews of your portfolio (e.g. quarterly, half yearly)
- Communications (e.g. newsletters, seminars, magazines)
- Management of insurance claims
- Liaising with other institutions
- Working with other professional advisers
What are the different types of service components?
There are three types of service components:
- Given: These are services that will always be given to the client. These services will not be tracked and will always appear on the client’s FDS (e.g. access to the adviser and their team).
- Core: These are services that have been promised by the adviser to the client (e.g. an annual comprehensive review of your plan, regular newsletters). The delivery of these services can be tracked in XPLAN, and will be included in the client’s FDS if they are delivered to the client.
- Additional: These are “value add” services provided, or services provided to the client at their request (“reactive” services, e.g. managing an insurance claim, Centrelink assistance). The delivery of these services can be tracked or captured in XPLAN for disclosure on the client’s FDS.
For further information regarding Wealth Axis’s service packages, in the Zendesk go to FOFA > Practice’s service packages > Wealth Axis’s service packages. If you have any questions, please speak to your Wealth Axis Practice Manager.
How will each service package be displayed on my clients’ FDSs, Renewal Notices and OASAs?
Service package descriptions outline the core services – or service components – you have promised to deliver to the clients on each service package during a 12-month service arrangement period.
The service package description is displayed in the My ongoing advice service section of your clients’ FDSs, Renewal Notices and OASAs, and is based on the Category (or service package) selected for the client in XPLAN (at Key Details > Advice Service > Service Level & Category > Category).
Default BTGL package descriptions for different client segments have been set up in XPLAN. Whilst Wealth Axis’s service package descriptions will suit a number of Practices or will be useful for some clients, you may need to update the wording of Wealth Axis’s default service package descriptions to more accurately reflect the services promised to your clients. To find out more about the default wording for each Wealth Axis service package, in the Zendesk go to FOFA > Practice’s service packages > Wealth Axis’s service packages.
How will service components be reported as delivered on my client’s FDS?
You have the ability to capture each client’s service arrangement start date in XPLAN, and to track the services that have been delivered to the client for disclosure on the client’s FDS at the end of their service arrangement period.
You will need to select your Practice’s preferred method for reporting the delivery of service components on your clients’ FDSs. You will then need to set up your Practice’s selected option (or method) in XPLAN.
Option 1: Service tracking
The delivery of service components can be tracked in XPLAN using service tracking rules for disclosure on the client’s FDS. When recording the delivery of services to clients using Notes, Emails and Review Management, selection of the correct Note or Review type and sub-type from the Service Package Offer matrix will ensure that the service component is automatically reported as delivered on the client’s FDS when it is merged at the end of their service arrangement period.
Refer to the Service Package Offer matrix for the list of default service tracking rules and additional service tracking rules, and how Review Management and Notes types and sub- types can be selected to track the delivery of service components.
For each service component with a service tracking rule, you will also need to enter the service delivered description to be displayed on the client’s FDS when the tracking rule has been met during their service arrangement period.
To find out more, in the Zendesk go to FOFA > Practice’s service packages:
- Service Package Offer matrix
- Suggested service delivered descriptions
For step-by-step instructions on how to set up service tracking rules, in the Zoho go to
Option 2: Services delivered text
You can enter services delivered text for each service package, based on all core services promised to the client having been delivered during their service arrangement period.
In the event that a particular core service component wasn’t delivered to the client, you will need to update the service component’s wording in the client’s FDS after it has been merged in XPLAN, to reflect why the service component wasn’t delivered (e.g. the client requested the review be postponed to a later date).
To find out how to set up services delivered text, in the XPLAN Hub go to FOFA > Your Practice’s service packages > Setting up services delivered text.