"We have a lot of 'legacy' clients we are not sure how to look after."
Case study

Customer profile

Large, multi-office, multi-adviser firm with national coverage.

Enormous client bank, including old ‘transactional’ clients that have not been engaged in the ongoing servicing model.

Objective

  • To assess the firm’s ‘back book’.
  • To identify clients that would benefit from being re-engaged in the firm’s service propositions.
  • To produce reports for the advisers to help with the re-engagement.
  • To help disengage with those clients for whom the service is not appropriate.

Delivery

To assess the firm’s ‘back book’.

  • We accessed the back-office data on all clients in the cohort.
  • We reviewed the underlying client holdings.

 

To identify clients that would benefit from being re-engaged in the firm’s service propositions.

  • We created a ‘red, amber, green’ categorisation system as to whether a client matches the service propositions and the CIP.
  • We created an action plan to contact the clients.

 

To produce reports for the advisers to help with the re-engagement.

  • We designed letters and reports specifically for this project.
  • We contacted the clients to introduce the service proposition.
  • We wrote suitability reports to engage the client.
  • We completed and processed application forms.
  • We updated the back-office system.

 

To help disengage with those clients for whom the service is not appropriate.

  • We designed letters explaining to the clients why the adviser is not able to provide services to them anymore, directing them to alternative, useful resources.
  • We updated the back-office system.

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