A Growing Firm’s Journey to Efficient Outsourcing with Corient

Introduction

A fast-scaling accounting firm in the UK found itself struggling to balance growth with operational efficiency. While new clients were pouring in, the internal team was overwhelmed by the inconsistent processes used to manage them. With no prior experience in outsourcing, the firm decided to explore a structured model that could bring clarity, consistency, and control. That’s when they partnered with a seasoned outsourcing provider to lay the foundation for scalable support.

The Initial Problem: What Went Wrong?

The biggest challenge was the absence of standardisation. Each client manager handled tasks differently. There were no standard operating procedures (SOPs), templates, or documented workflows, which made handing over work to the outsourcing partner extremely difficult. Without a clear system, the team found themselves stuck in never-ending clarification loops and review cycles. Instead of freeing up time, outsourcing led to a spike in queries and slower delivery — the exact opposite of what was intended.

Corient’s First Solution: The Fix

The outsourcing team started with a deep-dive assessment of current workflows and bottlenecks. To tackle the lack of clarity, they implemented:

• Standard Process Templates: These helped document end-client-specific bookkeeping practices, file formats, and review instructions — all in one place.
• Decision-Making Matrix: This tool outlined key accounting decisions based on client preferences, helping reduce the number of follow-up queries and speeding up processing.

For firms looking to implement a similar model, having a well-structured accounting outsourcing service can create the foundation for sustainable delegation and scalability.

The New Problem: A Surprise Roadblock

While the solutions looked great on paper, the real challenge came in getting everyone to adopt them. Client managers had grown accustomed to their methods and workflows. Getting buy-in for a centralised approach proved difficult. Compounding the problem, most end clients had never shared any process notes or instructions, so the team had to build SOPs from scratch — a time-consuming but necessary step.

Corient’s Second Solution: Fixing the New Problem

The outsourcing team shifted gears and introduced a personalised, hands-on rollout:

Step 1 : One-on-One Sessions

They conducted tailored discussions with each manager to understand review logic, reporting formats, and recurring challenges. This ensured that standardisation didn’t mean sacrificing individual preferences.

Step 2 : Custom SOP Creation

Using these insights, client-specific SOPs were drafted, including templates, submission cycles, approval protocols, and escalation points. The result: fewer errors, smoother handovers, and faster job delivery.

Step 3 : Live Query Review Calls

For accounts with high query volumes, structured call-based resolution models were introduced. This proactive communication loop helped address issues before they snowballed. The team even began introducing value-added services — like management reports and forecasts — thanks to the time saved through operational improvements.

The Final Outcome: Success Story

The results were transformational:

• Internal review time reduced significantly, giving managers more time to focus on advisory work.
• More clients were onboarded effortlessly, with the confidence that clear documentation was in place.
• Client experience improved, with fewer queries and faster responses.

By resolving foundational inefficiencies, the firm also became better prepared to adopt future-ready services like payroll outsourcing, without overloading the internal team.

“We no longer see outsourcing as a backup — it’s now a reliable extension of our team. The SOPs and templates changed everything.”

Key Takeaways: Why This Matters for Businesses

• Documentation and SOPs are the backbone of successful outsourcing
• Customisation is key — standardisation doesn’t mean uniformity
• Proactive collaboration reduces rework and builds long-term efficiency

Outsourcing isn’t just about shifting workload — it’s about building a smarter, faster, and more scalable business model.