Consistently Excellent Advice at Scale

Executive Summary

A UK-based, private equity-backed wealth management group set out to create a single-system experience for advisers. The objective was to ensure that all adviser activity takes place within Zoho CRM, eliminating tool switching, duplicated work and fragmented records.

Palindrome enabled a fully headless integration, allowing the group’s engineering team to embed Palindrome’s capabilities directly into Zoho via API. Meeting recordings are uploaded within the CRM and converted into structured, advice-specific notes that are written back to the client record automatically. Advisers continue to work exclusively in Zoho, with no new interfaces or tools introduced.

The result is a unified adviser workflow, materially improved documentation quality and faster client follow-up across planning teams.

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Client Background

The client is a growing UK wealth management group operating a buy-and-build strategy, backed by private equity and focused on scaling high-quality, adviser-led firms under a shared operating model. The group services more than 2,500 clients.

One of its core advisory businesses is known for:

• Adviser-led, long-term client relationships
• Client-centred financial planning
• Life-stage focused advice
• A strong emphasis on ethics, transparency and professionalism
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As the group continues to expand through acquisitions, maintaining a consistent adviser experience has become essential to sustaining adviser quality and consistent client outcomes as the platform scales.

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Business Opportunity

As the group grew both organically and through acquisitions, leadership identified a clear operational priority:
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One system. One workflow. One source of truth.

Zoho CRM is the central platform used by advisers to manage clients, documents, cases and tasks. Rather than introducing additional tools, the group wanted to deepen and extend this foundation by enabling:

• A single-platform adviser experience
• No switching between applications during the client journey
• Automated, consistent meeting documentation
• A workflow that scales as adviser headcount grows
• Intelligence that operates quietly in the background

The objective was not to remediate existing weaknesses, but to future-proof a strong adviser model by embedding structured intelligence directly into the firm’s core system.

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Solution Approach

1. Fully Headless Integration via API

Palindrome provided access to meeting note generation, extraction, classification and templating entirely through backend API calls, with no user-facing application required.

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2. Native Workflow Embedded in Zoho CRM

Using the API suite, the client’s engineering team implemented an end-to-end workflow inside Zoho:

• A meeting is scheduled
• The advice category determines the appropriate template
• The adviser uploads the meeting recording
• A structured meeting note is generated
• The note is saved directly to the client record in Zoho

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3. Advice-Specific Documentation Templates

Each advice area (investments, pensions, protection, mortgages, retirement planning and others) triggers a tailored note structure, improving consistency and oversight across advisers and teams.

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4. No Change to Adviser Behaviour

Advisers do not log into new systems or change how they work. They record the meeting as usual; documentation is produced automatically in the background.

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Results and Impact

Single-System Adviser Workflow

Zoho CRM becomes the central operating platform, fully aligned to the group’s unified workflow strategy.

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Improved Documentation Quality

Advisers report clearer, more consistent notes, better client context and more accurate follow-up actions, alongside a significant reduction in manual effort.

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Faster Client Response Times

Meeting notes are produced within minutes, enabling advisers to prepare summaries and complete follow-ups on the same day.

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Rapid and Consistent Adoption

Because the workflow remains entirely within Zoho and introduces no new tools, adoption has been immediate across the adviser population.

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Automatic Processing at Scale

All meeting recordings, across all advice types, are processed automatically. Each triggers the correct advice-specific template and produces a structured record inside the CRM.

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Scalable Operating Infrastructure

The enhanced workflow supports continued growth by enabling:

• Standardisation across acquired firms
• Repeatable processes
• Faster adviser onboarding
• Consistent documentation across teams and locations

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Client Testimonial

Palindrome powers our technology agenda like a Formula 1 engine, integrating headlessly into our CRM.

Adviser to CEO

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Lessons Learned

• Headless integration minimises behavioural change and suits adviser-led environments.
• Embedding intelligence directly into existing systems drives adoption and reduces friction.
• Advice-specific templates materially improve documentation quality at scale.
• Close collaboration between engineering and operations accelerates delivery and sustainability.
• Quiet, background automation removes low-value activity and supports adviser productivity.

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Next Steps

The group plans to extend this approach to:

• Suitability letter and fact-find update automation
• Pre-meeting briefs generated from historic CRM data
• Deployment across additional acquired businesses within the group