How one firm kept referral growth on track by fixing onboarding bottlenecks

Client Context

A three-adviser firm had worked hard to build a steady stream of referrals from accountants and solicitors. The pipeline was healthy, but every new client meant more onboarding tasks — gathering information, preparing documents, and chasing follow-ups.

Instead of celebrating growth, the partners were worrying about whether they could process referrals quickly enough to maintain momentum.

The Challenge

The bottlenecks were clear:

• New clients waiting too long to be onboarded
• Advisers bogged down in paperwork instead of building relationships
• Referral partners growing frustrated by delays

The firm risked damaging the very relationships that were driving its growth.

The Turning Point

When a solicitor flagged delays and hinted at sending referrals elsewhere, the partners realised they couldn’t risk losing their referral pipeline. They needed client servicing support to ensure new business was processed quickly and professionally.

The Solution

The firm brought in Plus Group to manage onboarding and client servicing tasks. We:

• Took over new client onboarding, including chasing documents and preparing packs
• Managed review scheduling to stop the pipeline backing up
• Tracked every step in Fluid, so advisers and administrators had full visibility

Implementation Insight

We started with the onboarding of a batch of solicitor-referred clients. Within days, paperwork was complete, meetings were booked, and clients felt welcomed. Referral partners noticed the improvement immediately, strengthening the relationship.

Results

• New clients onboarded quickly and smoothly
• Advisers focused on building client relationships, not chasing admin
• Referral partners regained confidence, continuing to send business

Emotional Impact

For the partners, the biggest benefit was confidence. Instead of worrying about bottlenecks undermining growth, they knew every referral would be handled promptly and professionally.

Before vs After

Barriers Addressed

The partners had worried that outsourcing onboarding might create a disconnect between their firm and new clients. In practice, Plus Group enhanced the experience — onboarding became quicker, more professional, and more consistent.

If you’re scaling through referrals but struggling to keep up with onboarding, Plus Group’s client servicing support ensures growth isn’t held back by paperwork.