How one firm built a reliable annual review process from scratch

Client Context

A four-adviser firm had grown quickly on the back of referrals and acquisitions. While new business was strong, the partners admitted they didn’t have a reliable process for managing ongoing client reviews. Some reviews happened late, others were missed altogether, and many were prepared at the last minute.

They knew that long-term relationships — and recurring revenue — depended on delivering consistent, proactive reviews, but their servicing setup couldn’t keep up.

The Challenge

The firm’s servicing gaps were clear:

• Annual reviews prepared last-minute or not at all
• No central system to track review cycles
• Advisers frustrated by the time lost to chasing and prep

Without change, they risked losing clients who felt neglected and damaging the firm’s reputation for quality advice.

The Turning Point

When two long-standing clients questioned why their annual reviews hadn’t happened on schedule, the partners realised the problem could no longer be brushed aside. They needed a structured review process that would engage clients and keep the firm compliant.

The Solution

The firm engaged Plus Group for client servicing support. We:

• Built a review calendar to track every client’s cycle
• Took ownership of preparing packs, booking meetings, and managing follow-ups
• Used Fluid to give advisers real-time oversight of where every client stood

Implementation Insight

We started by auditing the client list to identify overdue reviews. Within weeks, every client had a review scheduled, prepared, and delivered. Moving forward, each adviser could see upcoming reviews well in advance, removing the last-minute rush.

Results

• 100% of clients brought back on schedule for annual reviews
• Advisers freed from the admin of prep and chasing
• Improved client engagement and satisfaction

Emotional Impact

For the partners, the change brought relief and reassurance. They could finally demonstrate a consistent client journey and strengthen trust with existing clients, while staying focused on new business opportunities.

Before vs After

Barriers Addressed

The partners feared outsourcing reviews might feel impersonal. Instead, clients noticed improvements — meetings were better prepared, follow-ups were timely, and the firm’s professionalism stood out.

If your review process is inconsistent or ad-hoc, Plus Group’s client servicing support ensures every client is engaged on time, every time.