How a small firm cleared its admin backlog and kept clients on track

Client Context

A small but busy advice firm had two advisers supported by a single administrator. While client demand was growing, the back-office load was becoming overwhelming. Client queries, review prep, and follow-ups piled up faster than the team could manage.

The partners prided themselves on service, but delays and missed touchpoints started to creep in. The advisers wanted to focus on meetings, yet more and more of their time was being eaten up by admin.

The Challenge

The firm faced three major issues:

• Annual reviews often prepared late or rushed
• Client emails left unanswered for days
• An administrator stretched to breaking point, with no room to take on more

They knew that poor servicing could harm referrals and client retention, undoing years of hard work.

The Turning Point

When two long-standing clients chased for updates in the same week, the partners realised service standards were slipping. They needed support to restore consistency and stop their admin team from drowning.

The Solution

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

• Took ownership of annual review scheduling, preparation, and follow-ups
• Cleared the client inbox, ensuring timely responses to queries
• Used Fluid to track every client interaction, giving the partners full visibility

Implementation Insight

We began by taking over the preparation of review packs. Within two weeks, we were also handling bookings, confirmations, and post-review actions. By working through Fluid, the partners had real-time oversight of tasks without adding to their admin team’s workload.

Results

• 100% of annual reviews prepared on time
• Client inbox managed efficiently, with quicker response times
• Administrator freed up to focus on higher-value tasks instead of firefighting

Emotional Impact

For the partners, the change brought relief. They no longer worried about reviews slipping through the cracks or clients chasing them for updates. The firm could get back to being proactive, not reactive.

Before vs After

Barriers Addressed

The partners had hesitated, worrying outsourcing might dilute the client experience. In practice, it improved it — clients received faster, more consistent service, and the partners regained trust in their processes.

If you want your clients to feel looked after without overwhelming your team, Plus Group’s client servicing support keeps every part of the client journey running smoothly.