How one adviser focused on clients and left the admin behind

Client Context

Tom* was a natural relationship-builder. His strength was sitting down with clients, listening, and helping them plan their futures. But when it came to the back-office tasks — chasing paperwork, booking reviews, sending follow-up emails — he felt drained and frustrated.

Running his practice alone meant Tom had no choice but to take on the admin. It wasn’t just distracting, it was eating into the time he wanted to spend with clients.

The Challenge

Tom’s situation led to three big problems:

• Too much time on servicing tasks instead of advice
• Follow-ups often delayed or forgotten
• Strain on capacity, leaving less time to grow his client base

He was determined to keep his client-first reputation, but the admin load was pulling him away from what he did best.

The Turning Point

When Tom realised he was spending more hours each week on servicing tasks than in client meetings, he knew something had to change. He wanted to strip out the admin so he could focus fully on client work.

The Solution

Tom partnered with Plus Group for client servicing support. We:

• Took responsibility for booking annual reviews, preparing packs, and logging outcomes
• Managed follow-up actions to keep clients engaged and processes moving
• Gave Tom visibility through Fluid, so he stayed informed without being involved in the detail

Implementation Insight

The transition was immediate. Tom handed over his client review schedule, and Plus Group built a system to ensure every review was booked, prepared, and followed up on time. All servicing tasks flowed through Fluid, so Tom could check progress without lifting a finger.

Results

• Time freed to spend almost exclusively on client meetings
• Client follow-ups managed consistently and professionally
• Business grew as referrals increased thanks to stronger client experience

Emotional Impact

For Tom, the biggest win was energy. He felt able to give his best to clients without admin weighing on his mind. Instead of being bogged down, he rediscovered the enjoyment of advice and relationship-building.

Before vs After

Barriers Addressed

Tom worried outsourcing might make the client experience feel less personal. Instead, clients noticed improvements — faster responses, more structured reviews, and more time with their adviser.

If admin is holding you back from focusing on client relationships, Plus Group’s client servicing support gives you the freedom to do the part of the job you love.