Growing pains - any suggestions?

[MR]

Well, I can see this is a popular forum! My TPA firm has grown from about 400 clients to 700 clients over the past 3 or 4 years, and I suspect there are those of your out there with similar stories. My question is- have you changed the structure of your business as a result of the growth? What I mean is, have you added levels of management or created "teams" or started creating task-oriented positions? When we had 400 clients, we had six administrators who did all of the work for their clients and two of us were the "checkers". As we grow and the ministerial garbage (withdrawal forms, loan forms, participant calls, etc.) increases, I find my adminstrators somewhat bogged down. Are there any steps you have taken to streamline your processes?

thanks.