Increasing adviser capacity at scale

The Annual Client Review cycle at the firm touches every adviser, every client, every year. Each cycle pulls in pre-meeting preparation, fact-find updates, suitability assessment, and a final letter, either a full suitability report or a no-change-of-advice confirmation. Most of this work was admin-shaped: stitching information together, re-typing into Xplan, copy-paste between letter templates and client records.

Advisers were spending hours per client on work that did not, at any point, require advice judgement. The cycle ran on the calendar but slipped on quality whenever volume rose.

Palindrome was deployed end-to-end on Xplan. The full ACR workflow now sits as a chained set of agent tasks: pre-meeting prep brief, automatic fact-find updates from the meeting, suitability assessment, and the letter, either suitability or no-change-of-advice, drafted in the firm's own template and tone. Every step writes back to Xplan, every output carries an audit trail.

The adviser is never out of the loop. Each agent task surfaces in a queue for review; nothing leaves the system until the adviser has signed off.

Administrative time across the ACR cycle dropped by 67%. Letters that previously took weeks to issue now go out on the same day as the meeting. Adviser capacity for client work, the actual revenue-generating bit, went up materially, without any sacrifice in the standards or paperwork required by the FCA.