How a network practice fixed inconsistent provider follow-ups

Client Context

A partner practice within a national network had grown quickly, adding new advisers and clients. But with growth came pressure — every adviser was handling their own provider follow-ups, meaning the quality and consistency of chasing varied widely.

Some advisers chased relentlessly, others less so, and clients were starting to notice the differences in how quickly their cases progressed.

The Challenge

The lack of a centralised approach led to:

• Inconsistent provider chasing across advisers
• Delays in some cases while others moved faster
• Confusion among clients about why service levels weren’t the same

The partners wanted uniformity. They needed every client to receive the same high standard, regardless of which adviser they worked with.

The Turning Point

When a client compared their experience with another client of the firm and asked why their case was taking longer, the partners realised the inconsistency was visible — and damaging.

The Solution

The practice engaged Plus Group for LOA Chasing & Checking support. We:

• Took ownership of chasing and checking across the whole adviser team
• Applied one consistent process so all cases were treated equally
• Checked every provider response for accuracy before advisers saw it

Implementation Insight

We started by centralising outstanding LOAs from every adviser. With one process in place, chasing became systematic rather than ad-hoc. Advisers could then rely on accurate, timely data without comparing workloads.

Results

• Consistency achieved across all advisers
• Faster provider responses across the board
• Improved client experience with no uneven service levels

Emotional Impact

For the partners, the relief was knowing that client service no longer depended on how proactive each adviser was. They had a system that worked for everyone.

Before vs After

Barriers Addressed

The partners worried external support might clash with network processes. Instead, Plus Group aligned seamlessly, strengthening the consistency the network expected.

If adviser servicing in your firm feels inconsistent, Plus Group’s LOA Chasing & Checking support ensures every client gets the same professional experience.