Staffing shortages and location based delivery limited flexibility and increased cost. Workload could not be efficiently balanced across teams.
A digital fulfillment model enabled virtual service delivery and load balancing across districts. Tax preparers adopted a digital-first approach supported by CRM and video tools.
The model scaled nationally after one season, reduced cost per return, and enabled real estate savings through smarter footprint decisions.
Organizations scale by separating work from location. Designing fulfillment around flow improves resilience and cost structure simultaneously
