For Dua & Co, referrals play a critical role in supporting clients, both in the UK and internationally. As the partner network expanded, managing those introductions became increasingly difficult to control - and harder to scale in a sustainable way.

The firm works with a wide range of trusted partners, from UK brokers to accountants in more than 60 countries through the INAA Association. These relationships were valuable, but fragmented. Introductions were logged across spreadsheets, inboxes, and multiple CRMs, with partner activity often sitting outside core systems.

Commercial agreements and disclosures were tracked manually, and firm-wide visibility relied on a small number of people. This made it difficult not only to evidence compliance, but also to understand which relationships were delivering value and where referrals could be commercialised in a consistent, transparent way.

As Paul Dukes, Head of Business Development and Strategic Alliances, explains:

“The challenge was keeping a business contact CRM separate from our client base, and being able to monitor and filter individual contacts in terms of what we were doing business-wise.”

As the organisation grew, this approach became harder to sustain. Tracking engagement, evidencing compliance, and turning referrals into a scalable source of growth took time and manual effort.

Bringing structure, visibility, and commercial clarity to referrals

RQ gave the firm a single place to manage referrals, relationships, and compliance.

Introductions are now logged consistently by anyone in the business, with full visibility across teams. Every referral captures the required disclosures and agreements automatically, creating a clear audit trail without adding friction to day-to-day work.

This shift removed dependency on individual gatekeepers and made referral activity visible as a shared business asset. Business development and client-facing teams now work from the same data, with a clear view of which partners are active, how referrals are being used, and where value is being created.

Crucially, RQ also enabled the firm to formalise commercial referral arrangements. Previously informal introductions could now be structured, governed, and measured. This made it possible to commercialise referrals in a way that was transparent, compliant, and scalable — without compromising client outcomes or trust.

As Paul Dukes explains:

"RQ moved referrals from something that happened in the background to something the business could manage deliberately and invest in with confidence."

From ad-hoc introductions to a scalable growth channel

Within six months of adopting RQ, the firm had completed 31 referrals and established 31 partner firm relationships, all tracked in one place.

Fourteen of those relationships were formalised with commercial agreements, and the team are in the process of negotiating with the remainder of their network.

For the first time, leadership had a complete view of referral activity across the business. Teams could see what was happening in real time. Compliance was built into the process, not checked after the fact.

Referrals are now treated as a measurable growth channel rather than an informal by-product of client work. The firm can assess partner performance, review commercial outcomes, and decide where to focus time and effort.

The result is greater confidence, better collaboration, and a referral network that supports both client outcomes and sustainable growth.

Dua & Co plans to use RQ’s revenue tracking to better understand the commercial impact of each referral.

This will help the firm assess partner quality, review agreements, and make informed decisions about where to invest time and effort.

“It gives us a clear line of sight on commercial arrangements. It helps us have better conversations and make sure our partner network stays strong.”