How one firm supported its admin team and kept cases moving

Client Context

A regional firm had four advisers generating steady new business. They relied on a single administrator to handle client servicing and provider communication. As the case load grew, the admin team simply couldn’t keep up with the flood of LOA chasing required to progress cases.

The advisers became frustrated, clients faced delays, and the administrator felt stretched to breaking point.

The Challenge

The main issues were:

• One admin responsible for all provider chasers
• Advisers losing time stepping in to help when the backlog grew
• Cases stalling because information wasn’t arriving quickly enough

The firm’s growth was beginning to feel like a burden rather than a success.

The Turning Point

When the administrator went on holiday and the backlog doubled within a week, the partners realised the system was too fragile. They couldn’t risk client servicing grinding to a halt whenever capacity was stretched.

The Solution

The firm brought in Plus Group for LOA Chasing & Checking support. We:

• Took ownership of chasing providers and managing responses
• Checked data for accuracy before it reached advisers
• Relieved the admin team of repetitive, time-consuming tasks

Implementation Insight

We began by clearing the backlog of outstanding LOAs. With those cases moving again, we set up a process where every new LOA request was handled by Plus Group. The administrator was then able to focus on higher-value servicing tasks rather than constant chasing.

Results

• Backlog cleared quickly, restoring client confidence
• Administrator freed to focus on meaningful support work
• Advisers no longer pulled into provider admin

Emotional Impact

For the partners, the biggest change was resilience. They no longer worried about their servicing collapsing if the admin team was stretched or unavailable. For the administrator, the relief of handing over repetitive chasing meant better morale and more capacity.

Before vs After

Barriers Addressed

The partners worried outsourcing might confuse responsibilities between advisers and their admin. Instead, Plus Group acted as an extension of the team, giving the admin the breathing room to do their job properly.

If your admin team is overwhelmed by chasing providers, Plus Group’s LOA Chasing & Checking support keeps cases moving and your staff supported.