Replacing Ad-Hoc Support With a Structured Operations Team
Client profile (anonymized)
Architecture practice
50+ staff | Asia-Pacific
The situation
The firm had pieced together admin support over time:
- Freelancers
- Short-term hires
- Unclear ownership
Hiring locally for admin was costly, but mistakes were unacceptable.
What was breaking
- No single source of truth
- Partners still managing admin
- Inconsistent delivery
What NOW implemented
We replaced fragmented support with a dedicated offshore practice operations team:
- Clear ownership
- Standardized workflows
- Long-term team members
The result
- Predictable operations
- Reduced partner involvement in admin
- Better internal morale
Why it worked
Professional services need discipline, not improvisation.
We Were Losing Deals Without Realizing It.
We run a large real estate brokerage. Leads were coming in, but our CRM was a mess. Follow-ups were inconsistent. Reporting was unreliable.
Revenue wasn’t leaking loudly—it was leaking quietly.
NOW built us an offshore revenue operations team that owned CRM hygiene and lead routing. Suddenly, data made sense again.
Sales didn’t magically increase—but what we had stopped slipping through the cracks.
That visibility changed how we ran the business.