Unstructured referrals at a fast growing firm

As Nordens grew, referrals became more than a helpful extra. They became central to how the firm delivered joined-up advice, protected client outcomes, and sustained momentum.

More clients brought more specialist needs. More advisers meant more introductions. Referral volumes increased quickly, but the process behind them did not. Introductions were made informally, most often over email, with no single system to record activity, track progress, or confirm that the right partners were being used.

For a fast-growing firm, this created real risk. Leadership lacked firm-wide visibility. Advisers had no clear view of approved partners. Compliance relied on individual judgement rather than a shared, consistent process.

Without structure, referrals were hard to oversee and even harder to improve. Outcomes were difficult to monitor, good practice was hard to evidence, and ensuring every introduction reflected the firm’s client-first standards depended on trust rather than control.

As growth accelerated, this lack of visibility and consistency became increasingly difficult to justify.

Turning referrals into a firm-wide capability

RQ gave Nordens a single, shared way to manage referrals and partner relationships across the firm.

Every introduction is now captured in one place and automatically includes compliant disclosure wording. Referrals are audit-ready by default, without adding friction for advisers or slowing client journeys.

Approved partners are clearly defined within RQ. Teams can see who they should work with and why, ensuring referrals remain consistent with the firm’s values as new advisers join and volumes increase.

By replacing inbox-led introductions with a shared workflow, RQ brought structure without rigidity. Leadership gained oversight. Advisers gained clarity. Compliance became embedded in how referrals happen, not something checked afterwards.

Visibility, confidence, and controlled scale

Within nine months, 32 staff across the firm were actively using RQ. Nordens established 33 partner firm relationships and completed more than 100+ referrals, all tracked centrally from start to finish.

For the first time, referral activity was visible across the business. Leadership could see what was happening in real time. Advisers could refer with confidence, knowing they were using approved partners. Clients experienced a clearer, more professional journey.

Referrals are no longer hidden in inboxes or dependent on individual knowledge. They are now a controlled, transparent part of how the firm operates - supporting growth without increasing risk.

Extending referrals to clients

With a strong professional referral framework in place, Nordens is now looking to extend the same structure and safeguards to client-led referrals.

Using RQ’s client referral functionality, the firm will be able to enable clients to introduce friends, family, or contacts in a controlled and compliant way. Each referral is captured automatically, routed to the right team, and recorded with the same visibility and audit trail as professional introductions.

This allows Nordens to turn positive client experiences into a scalable growth channel, without relying on informal emails or untracked hand-offs. Client referrals can be measured, managed, and acted on with confidence.