Situation
After six years in business, our client had built a strong reputation for providing expert counsel and tailored solutions. Despite their success, growth had stalled over the past two years. They knew they wanted to scale but couldn’t pinpoint what was holding them back. When Proxxy started as their Chief of Staff, the team had identified several issues they wanted help with—but none addressed the core problem.
Solution
We began by delivering early wins on the original issues through process improvements while simultaneously evaluating three key areas necessary for scalable growth: Sales, Staff, and Service.
Sales: The sales team’s results were inconsistent, and goals were being set based on internal aspirations rather than market-based or performance-driven data. Through a series of assessments, we identified root issues and implemented changes that improved sales efforts and goal setting. This led to stronger month-over-month performance and the ability to forecast.
Staff: We launched an employee engagement assessment to understand how staff felt about their work and environment. It revealed three key areas for improvement—one of which directly tied to high turnover among new hires. We introduced structured onboarding, training, and mentoring programs, and helped identify key team members to lead these initiatives.
Service: While client satisfaction was generally high, it became clear that existing processes weren’t scalable. As the company acquired new clients, inefficiencies multiplied. We introduced a new technology solution that streamlined service delivery, optimized workflows, and enabled the team to keep pace with increasing demand.
Throughout the process, we relied on data and metrics not only to diagnose problems but also to prioritize improvements and measure progress—ensuring each core function could support sustained growth.
Outcome
With foundational improvements in place, the company eliminated its turnover challenges, improved employee engagement by 50%—reaching industry-leading levels—and grew by an average of 25% annually for five consecutive years. The business continues to scale confidently, adding clients and staff at a healthy, manageable pace, supported by strong processes, engaged employees, and data-driven decision making.
