Your team spends too much time on admin, not enough on actual work.

A 15-person agency in the North West was losing deals not because their work wasn't good, but because every new client enquiry got a different experience depending on who picked up the phone. Leads were falling through the cracks between the sales pipeline and the project team. The MD was personally chasing 20+ follow-ups a week because nobody else could see what needed doing.

We mapped the full enquiry-to-onboarding flow and found 6 places where work was stalling or duplicating. Then we installed automated handoffs between their CRM, inbox, and project tool so nothing sat waiting for someone to remember it.

The MD got back 15 hours a week. Follow-up time dropped from 2 days to under 4 hours. New client onboarding went from "depends who's around" to a consistent process that runs the same way every time.

Four partners, four different ways of tracking client work. Some used spreadsheets, some used the practice management software, some just kept it in their head. During busy season, work was being duplicated, deadlines were being missed, and partners were spending evenings on admin instead of chargeable work.

We reviewed the full client journey from enquiry through to accounts delivery. Enquiry handling alone had 11 steps and zero automation. We built a single workflow that connected their practice software, email, and task management into one chain. One flow, one source of truth.

Partners reclaimed an average of 8 hours each per week during busy season. New enquiries now get a response within 2 hours instead of 24 to 48. The senior manager who used to spend half her day coordinating workflows now focuses entirely on client delivery.