How one firm kept client servicing consistent while expanding into new offices

Client Context

A mid-sized advice firm had grown successfully in its local area and was ready to expand into two new regions. While the move brought exciting opportunities, it also exposed gaps in their servicing model. Each office was managing admin in slightly different ways, leading to inconsistent client experiences.

The partners wanted every client — regardless of which office they used — to feel the same standard of professionalism and care.

The Challenge

Expansion created three key issues:

• Different admin processes in each office caused inconsistency
• Annual reviews and follow-ups weren’t being handled the same way everywhere
• Advisers worried growth might come at the expense of client service standards

The partners knew inconsistency across offices could undermine the trust they had worked so hard to build.

The Turning Point

When a client who had moved regions noticed the difference in how quickly they were followed up with, the partners realised service inconsistency had become visible. They needed one servicing process that worked everywhere.

The Solution

The firm partnered with Plus Group to create a centralised client servicing function. We:

• Took responsibility for review scheduling, preparation, and follow-ups across all offices
• Standardised servicing processes to ensure every client experience was the same
• Provided oversight so partners could see that all clients were supported consistently

Implementation Insight

We began by mapping the client journey across all three offices, identifying where processes diverged. From there, we created one servicing model and applied it to every office, handling the admin centrally. This gave clients the same standard of service regardless of location.

Results

• Consistent servicing delivered across all offices
• Clients experienced the same professionalism, no matter where they were based
• Partners freed to focus on growth without worrying about service standards slipping

Emotional Impact

For the partners, the biggest gain was reassurance. They could expand confidently, knowing their reputation wasn’t being diluted as they grew. Advisers in every office felt supported, and clients enjoyed a seamless experience.

Before vs After

Barriers Addressed

The partners initially worried outsourcing might feel disconnected from their new offices. Instead, it created the opposite effect — a centralised model that made every office feel aligned.

If you’re expanding into new regions and want service standards to grow with you, Plus Group’s client servicing support keeps your client journey consistent everywhere.