In this episode of The Consultant’s Way Podcast, hosts Dean McMann and Anthony Paluska sit down with Alex Connell, VP of Professional Services at Unifyr, to explore an innovative approach to professional services pricing and delivery. Alex shares insights on the Service Points Model, a shift from traditional time-based billing to a value-driven, consumption-based system that enhances customer engagement and operational efficiency.

Alex outlines the challenges of traditional service models in SaaS, where clients require ongoing changes that often get bogged down in lengthy quoting and approval processes. He explains how Unifyr transitioned to a points-based system, allowing customers to purchase service points in advance, streamlining transactions, and shifting the focus from hours worked to value delivered. This approach not only reduces administrative overhead but also improves forecasting and staffing, giving the professional services team a clearer vision of revenue and demand. The conversation highlights the benefits of bundling service points into tiered support packages, integrating technical account management, training, and ongoing customer enablement. By embedding service support into customer contracts, Unifyr has increased client retention and reduced churn.

Alex shares how this model encourages customer engagement, comparing it to a subscription service where perceived value extends beyond immediate usage. He emphasizes that customers who actively use their service points see greater success with the platform, reinforcing long-term relationships. Dean and Anthony dig into the organizational impact of this shift, discussing how professional services now plays a more strategic role in customer adoption, success, and revenue growth. Alex explains how professional services teams collaborate with customer success managers to proactively identify and address low adoption risks, ensuring clients maximize the value of their investment.

The episode wraps with Alex’s advice for firms hesitant to move away from traditional billing models. He stresses the importance of constant innovation, breaking out of outdated pricing structures, and overcoming the fear of change. With an engaging and insightful discussion, this episode provides a fresh perspective on making professional services more scalable, predictable, and aligned with customer success.