Background

This professional services firm, with 40,000+ professionals across 50+ U.S. offices, had sought to differentiate itself in talent recruitment and client retention by creating an elevated workplace experience.

 

To achieve this, they partnered with the market leaders of onsite, outsourced workplace experience, Forrest Solutions to implement the company’s proprietary WPX™ program.  An initial pilot kicked off which introduced nearly 30 WPX professionals in key offices to demonstrate the impact of this program. The success of the pilot inspired the firm to expand its objective. Leadership aimed to deliver a consistent approach regardless of size or market tier, ensuring they all reflected the same core values and high standards.  Consistency is fundamental to the firm’s brand identity, extending beyond their mission and values to every facet of their operations ensuring both employees and clients feel valued and supported no matter where they are.

 

The Process

The challenge was to find the right partner capable of scaling this consistent experience across all 50+ offices, regardless of size.

 

Consistency is baked into Forrest Solutions workplace experience, WPX™ service delivery, and is a uniquely delivered, operationally consistent high engagement, white glove hospitality service that is built and implemented in a continuous innovation loop.

 

The three key steps in building a consistent and effective WPX program includes:

  • Step 1 – A highly specialized team of over 50 recruiters and a 10-step, proprietary recruitment process.  Forrest Solutions takes an executive search approach to hiring WPX professionals.  With the best and most robust recruitment engine and process in the business Forrest Solutions can find the right talent faster.
  • Step 2 – A key component of Forrest Solutions’ success is the incomparable investments in the company’s proprietary learning and development program.  100% of Forrest Solutions’ professionals are required to graduate from WPX 1.0 and 2.0 programs and must receive 100% marks on WPX hospitality exams to become Forrest Solutions WPX™ Certified.   These fundamentals are all outlined and incorporated in the WPX Playbook, which masterfully details and operationalizes the delivery of five-star hospitality, ensuring consistency across all of the firm’s locations.
  • Step 3 – The final step is a feedback and continuous improvement loop.  Forrest Solutions Net-Promoter Score dashboard that provides instant visibility of its client health and satisfaction, performance insights, ensuring consistent delivery and improvement of WPX services.

 

The firm’s account manager explains, “When we present a solution to our clients, the size of the office doesn’t matter. We bring the same vision, strategy, proprietary process, and talent to every location. The experience we aim to deliver is consistent, regardless of where we staff our teams. In our discussions—whether during quarterly reviews or solution presentations—we differentiate by saying, “The approach is uniform across the board, from our smallest offices to our largest hubs. It’s one playbook.”

 

Results

Since partnering with Forrest Solutions, the professional services firm has seen substantial growth in its workplace experience (WPX™) program. What began with three central hub offices which has expanded to a team now supporting 30+ offices.

 

The WPX team offers meeting support, handling larger conference and training rooms, and hospitality associates who manage significant events, such as recruitment days and multi-day learning sessions. Their presence ensures that complex, high-visibility events—ranging from onboarding hundreds of new hires to hosting charity events—are executed flawlessly, with attention to every detail, from catering to guest experience.  This growth reflects the firm’s commitment to delivering a consistent, high-quality workplace experience.

 

Coverage for planned or unplanned employee absences will be ensured with ready-to-go, pre-trained Forrest Solutions Mobile Associates who will be fully up-to-speed on the operation. Mobile Associates step in to provide critical services when needed, ensuring that the firm’s high standards are met, even in challenging situations. These individuals are cross trained to support all functions for ease of coverage.  This personalized approach has allowed the firm to deliver a consistent and reliable workplace experience across all offices, no matter the size or location, further solidifying its reputation for excellence.

 

In addition to the WPX program, national support services have expanded to include complimentary services such as Administrative Support, L&D Coordinators, Virtual Classroom Hosts, and Corporate Security.

 

The firm’s account manager concludes: “What truly sets Forrest Solutions apart is our ability to maintain this level of service not only in major offices but also in smaller, less-resourced locations. By providing a centralized portal and standardized processes, Forrest Solutions ensures that all WPX staff, regardless of location, operate with the same vision and quality. The onboarding process is equally comprehensive, with each new hire receiving a 90-day program that includes side-by-side training with leadership to help them integrate smoothly into our workplace culture. This hands-on approach ensures consistency in the workplace experience, even in the most remote offices, that aligns with our client’s goals.”