A 15-person London PR agency representing high-profile clients was hindered by a lack of infrastructure and undefined HR policies.
By implementing centralised operational systems and a robust HR framework, we eliminated internal friction, enabling sustained business growth and high employee retention.
The Challenge: Old Ways of Working
Despite a portfolio of prestigious, well-known clients, the agency was trapped in a "garage startup" culture that threatened to stall growth.
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Operational Inefficiency: Without a permanent HR or Operations function, systems were decentralised and chaotic. Staff struggled to locate critical assets, wasting billable hours.
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Ambiguous Culture: Policies were nonexistent, creating blurred lines between small business flexibility and professional appropriateness.
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Scalability Risk: The lack of infrastructure meant the team was reactive rather than strategic, creating friction that jeopardised client service levels.
The Solution: Getting the Fundamentals Right
We moved the agency from ad-hoc management to a structured, scalable operational model.
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HR Policy Standardisation: Defined clear lines of professional conduct and expectations, giving the team psychological safety and clarity on "where they stood."
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Tech Stack Optimisation: Audited and restructured internal databases and workspace systems to ensure 100% uptime and accessibility.
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Process Centralisation: Implemented standard operating procedures (SOPs) for tech management and document retrieval, removing bottlenecks in the daily workflow.
The Results: A Shift from Uncertainty to Clarity
Transforming the back-end operations allowed the front-end talent to focus entirely on client wins.
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Higher Employee Retention: Clarified expectations and improved culture led to significantly lower turnover during a critical growth phase.
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Reduced Internal Friction: Streamlined access to information saved the team several hours per week previously lost to administrative disorganisation.
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Sustainable Growth: The stabilised infrastructure provided the foundation needed to secure and service new large-cap customers without breaking existing workflows.
By replacing administrative chaos with clear, professional infrastructure, we didn't just organise the business - we unlocked its ability to scale effortlessly.
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