Increasing Adviser Capacity at Scale

Executive Summary

The firm, a respected and growing wealth management business, set out to modernise its annual client review process to reduce operational friction and increase adviser capacity. Manual steps, fragmented systems and repeated hand-offs were delaying review letters, creating rework and increasing pressure on advisers, administrators and compliance teams.

In partnership with Palindrome, the firm deployed a structured workflow covering meeting preparation, fact-find updates and ACR letter generation. Within six weeks, adviser time savings reached 2 hours per customer for confident users, administrator time spent on the review lifecycle reduced by 67 percent, and turnaround times for ACR letters moved from weeks to hours. In addition, compliance review noted elevated documentation quality and level of detail.

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Client Background

The firm serves clients with complex financial needs and holds itself to a high standard of regulatory oversight. As the business expanded and the FCA’s Consumer Duty created additional documentation requirements, manual review processes created operational pressure across teams. While advisers and administrators continued to deliver for clients, the workflow itself was not designed for scale or for timely, consistent output.

The firm identified the opportunity to build a connected operating model that would retain quality while improving consistency and reducing unnecessary effort.

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Business Challenge

Before the transformation, the annual review workflow was slowed by manual processing and limited visibility:

• Notes captured in non-standard formats, making downstream processing more time-consuming
• Fact-find updates varied in depth and structure, affecting suitability documentation and oversight
• Administrators revised letters several times with advisers, delaying issuance
• Manual Xplan updates spread across multiple screens
• Limited visibility of pending actions contributed to avoidable delays

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These constraints created a labour-intensive environment that was difficult to scale without adding cost or operational risk.

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Solution Approach

Working closely with advisers, administrators and compliance, Palindrome introduced a connected workflow aligned to the firm’s real operating rhythm.

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Core Capabilities Delivered

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Pre-Meeting Preparation

• Automated briefing summarising key client details and priorities
• Preparation checklist to create a consistent process for advisers

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During the Meeting

• Adviser fully focused on the client conversation
• Soft facts captured clearly and consistently, aligned with firm policy

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Post-Meeting Workflow

• Streamlined fact-find updates with pre-populated soft facts
• User-friendly interface for adviser review and quality checks
• Adviser generates ACR letters directly; admin provides final formatting
• Automated generation of “no change of advice” letters

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Oversight and Documentation Quality

• Structured capture of updates within a single environment
• Consistent, compliance-approved documentation
• Greater depth of information, supporting Consumer Duty expectations

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Results and Impact

The firm achieved meaningful improvements within weeks:

• Turnaround times improved significantly, with letters issued in hours rather than days or weeks
• Advisers are on track to regain two hours per client previously spent on manual administration
• Administrator time spent on letter creation and review reduced by 67 percent
• Rework across teams fell as documentation became more structured and consistent
• Compliance teams received clearer, better-aligned fact-finds and letters
• Clients benefited from more timely communication, better-quality review letters, and more focused meetings

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Feedback From the Team

“I can now generate and send a client review letter for a 2 p.m. meeting by 5 p.m. the same day, something that simply wasn’t possible before.”

Adviser

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“Using the meeting recording, I now produce a letter in 20–30 minutes instead of more than two hours, and it captures more detail than before.”

Adviser

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“Time spent creating and reviewing client review letters has dropped by roughly threefold. The efficiency gains are immediate and material.”

Administrators Team lead

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“These are strong examples of post-review letters that match the fact-find and use relevant information.”

Compliance feedback

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Next Steps

With the individual client workflow now modernised, the firm plans to extend the model to additional business areas, including fund-level review letters and suitability review workflows, to broaden operational impact across the business.