Maintaining Institutional Memory During Firm Growth
Client profile (anonymized)
Consulting firm
70+ staff | UK | Multiple practice areas
The situation
As the firm grew, internal admin turnover caused:
- Repeated retraining
- Inconsistent workflows
- Client frustration
Hiring locally for admin was costly, but mistakes were unacceptable.
What was breaking
- Knowledge lived in people’s heads
- Each departure caused disruption
What NOW implemented
We embedded a long-term offshore ops layer responsible for:
- Workflow documentation
- Client file consistency
- Knowledge retention
The result
- Smoother onboarding of new staff
- Fewer disruptions during transitions
- Improved internal confidence
Why it worked
We designed for continuity, not just capacity.
Growth Was Costing Us Institutional Memory.
Our consulting firm expanded across multiple practice areas. Every time someone left, knowledge walked out with them. We were constantly retraining, constantly re-explaining.
NOW helped us create an offshore operations layer whose job wasn’t just admin—but memory.
They documented workflows, standardized client files, and became the constant while our firm evolved.
For the first time, growth didn’t feel fragile.