How one firm cleared provider bottlenecks and kept cases moving

Client Context

A mid-sized advice firm with six advisers was thriving, but as new business grew, so did the number of Letters of Authority being sent to providers. Each adviser relied on accurate, timely information to progress their recommendations.

Instead of spending time with clients, advisers were pulled into chasing providers, making calls, and following up repeatedly. The bottlenecks in provider responses became the biggest drag on their growth.

The Challenge

The firm faced three key problems:

• High case volume created a constant backlog of LOAs
• Advisers wasting hours each week chasing information
• Delays in provider responses holding up advice delivery

The partners worried that bottlenecks would slow client service and frustrate both advisers and clients.

The Turning Point

When an adviser had to reschedule a client meeting because provider data still hadn’t arrived, the partners knew something had to change. Their growth would stall if advisers stayed bogged down in admin.

The Solution

The firm engaged Plus Group for LOA Chasing & Checking support. We:

• Took full responsibility for contacting providers and chasing until responses arrived
• Checked every piece of data for accuracy before handing it back to advisers
• Built a system for tracking outstanding LOAs so nothing was overlooked

Implementation Insight

We began with the backlog of outstanding LOAs. Within the first two weeks, multiple cases that had been stuck for months finally moved forward. From there, every new LOA request was logged and managed by Plus Group, creating a smooth flow.

Results

• Backlog cleared and cases progressed faster
• Advisers saved hours each week previously lost to chasing
• Client meetings went ahead without delays caused by missing information

Emotional Impact

For the partners, the difference was confidence. They no longer worried about advisers wasting time or clients losing patience. Cases flowed, and advisers could focus fully on giving advice.

Before vs After

Barriers Addressed

The firm worried outsourcing LOA chasing might create gaps in communication. Instead, it improved transparency — advisers always knew when data would arrive, and clients saw smoother service.

If your firm is losing momentum because of provider bottlenecks, Plus Group’s LOA Chasing & Checking support keeps cases moving and advisers free to focus on advice.