How a small advice team kept client servicing consistent under pressure

Client Context

A small advice firm with three advisers had built an impressive client bank over the years. Growth was steady, but the client load was heavy relative to the size of the team. With only one administrator supporting them, the advisers often had to pick up client servicing tasks themselves.

The result was inconsistency. Some clients were contacted quickly, others waited weeks. Annual reviews slipped, follow-ups were delayed, and the client experience varied depending on which adviser was managing the case.

The Challenge

The partners identified three main problems:

• Servicing inconsistent across advisers, with some clients left waiting
• Workload unevenly distributed, leaving advisers under pressure
• A growing risk of clients feeling undervalued or overlooked

They knew client retention relied on delivering a reliable, uniform experience, but their setup wasn’t sustainable.

The Turning Point

When a client mentioned the difference in how quickly two advisers had followed up, the partners realised inconsistency was becoming visible to clients. They couldn’t afford to let standards slip.

The Solution

The firm partnered with Plus Group for client servicing support. We:

• Took ownership of review scheduling, preparation, and follow-ups across all advisers
• Balanced workloads by handling the servicing admin that had been unevenly distributed
• Standardised processes so every client received the same quality of service

Implementation Insight

We began by mapping the client base across all three advisers to identify overdue reviews and outstanding actions. By centralising servicing tasks into Fluid, we created a single, consistent process for every adviser’s clients. This removed the differences in approach and brought uniformity across the firm.

Results

• Client servicing became consistent regardless of adviser
• Workload balanced across the team, reducing pressure on individuals
• Clients experienced a smoother, more professional service

Emotional Impact

For the partners, the biggest change was confidence. They no longer worried that service quality depended on which adviser a client spoke to. Instead, they could reassure every client that processes were uniform and reliable.

Before vs After

Barriers Addressed

The partners initially feared outsourcing might feel disconnected. Instead, it did the opposite — Plus Group created a single, centralised approach that brought consistency to the client journey.

If you want every client to experience the same high standard of service regardless of adviser, Plus Group’s client servicing support makes consistency simple.