Is Your Administrative Support Delivering ROI?

In many firms, administrative support has remained unchanged for years. But with today’s emphasis on efficiency, cost control, and measurable outcomes, that approach doesn’t hold up. Support systems need to evolve, just like every other part of the firm.

At Mattern, we help firms uncover where their administrative structure adds value—and where it’s falling short.

Modernize How You Measure

To improve support, you have to understand it. That means tracking more than just headcount or satisfaction. Task volume, turnaround time, and utilization rates provide the insights needed to make smart decisions.

We’ve seen firms identify areas for improvement quickly, simply by collecting and reviewing performance data. It’s the first step in building a support model that works for everyone.

Build a Culture of Feedback

Surveys can help, but deeper insights come from listening directly. Focus groups, interviews, and day-in-the-life observations bring clarity to what staff experience every day.

When feedback leads to action, trust grows. And when trust grows, so does collaboration. The result is a support team that feels heard—and delivers stronger results in return.

Benchmark Your Spending

Many firms have no idea how their administrative costs compare to the market. Without benchmarks, it’s impossible to tell whether support is under-resourced, stretched too thin, or overbuilt.

Start by looking at:

• Annual cost per support FTE

• Average task cost and volume

• Support ratios by practice area

• Response times for key services

These metrics reveal opportunities to improve efficiency, rebalance workloads, and allocate resources where they matter most.

Avoid the Cost-Cutting Trap

Reducing headcount without improving structure only creates new problems. Service quality drops, delays increase, and frustration spreads. Instead of cutting, optimize.

That might mean shifting roles, consolidating tasks, or investing in better tools. Smarter systems allow your team to focus on higher-value work—and reduce reliance on workarounds.

The Mattern Perspective

Administrative support shouldn’t be a question mark. When it’s aligned, measured, and managed well, it drives productivity, improves morale, and enhances the client experience.

We work with firms to build support models that reflect today’s demands. If it’s time to reassess how your firm supports its people, we’re here to help. Contact us at info@matternassoc.com to learn more.