"Our administration team are great, but they struggle with the fluctuations in workload and need a pressure valve."
Case study

Customer profile

Wealth Management arm based nationally.

56 advisers submitting 56 cases a week (226 cases a month).

Objective

  • To remove backlog caused by existing paraplanners.

  • To ensure targets are achieved.
  • Target 90% of cases returned on time.
  • Target 75% of cases to be ‘satisfied’ or ‘very satisfied’.

Delivery

Remove backlog caused by existing paraplanners.

We achieved this very quickly (3 months), and then moved to helping the firm ensure a backlog did not recur, so we achieved our objective.

 

Target 90% of cases returned on time.

We achieved our turnaround target on 95% of cases.

We achieved the objective.

 

Target 75% of cases to be ‘satisfied’ or ‘very satisfied’.

We achieved an adviser satisfaction grading of 99.7% of cases as satisfied or very satisfied.

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