The monthly review list nobody trusts
At the start of each month an administrator runs a report, or opens a spreadsheet, to find out which clients are due a review. Some have a review date in the back office. Some had their date moved last year and nobody updated it. A few are marked as due every six months because that is what they asked for. The list goes to the advisers, who each keep their own copy.
Invitations go out by email. Some clients book. Some reply to say later. Some never answer, and by the time anyone notices, the anniversary of their last review has come and gone.
The real reason reviews slip
It is rarely laziness. The review cycle is a rolling, per-client schedule, and it is being run with a monthly batch process. Anything that falls outside the batch, such as a client who postponed, a review that moved to a new adviser, or a client who changed service level, drops through.
There is also no single record of the outcome. A review can be offered, booked, rescheduled, held, or declined by the client, and each of those matters when you later want to show the service you delivered. When the outcome lives in an adviser's diary and a few emails, the firm cannot see it.
What missed reviews cost
Clients paying for an ongoing service expect to hear from you. When a year passes without contact, some notice, and some of those leave. Advisers find themselves squeezing overdue reviews into the end of the year, which puts pressure on paraplanning. And when your compliance lead asks which clients were offered a review, the answer takes days to piece together.
| Review status | Where it is recorded today | Where it should be |
|---|---|---|
| Due | Monthly report or spreadsheet | Calculated daily from the client record |
| Invited | Sent items folder | Logged against the client with the date |
| Booked | Adviser's calendar | Linked to the client and adviser |
| Held | Adviser's notes, eventually | Marked with the date and file note link |
| Declined or no response | Often nowhere | Recorded with each attempt made |
How we build the review calendar
- We read each client's service level, review frequency, adviser and last review date from Intelliflo Office, Xplan, Curo or your own records.
- A daily job works out who is coming due, so the list is never a month out of date.
- Invitations go out at a set point before the due date, with a booking link tied to the right adviser's calendar in Microsoft 365 or Google.
- Clients who do not respond get a set number of reminders, then the case passes to the administrator to phone.
- Every step, from invitation to booking to meeting held or declined, is written back to the client record with a date.
- A dashboard shows reviews due, booked, overdue and declined, by adviser and by month.
- Changing a client's service level or adviser updates their review schedule automatically.
Your firm sets the rules: frequency by service level, how many reminders, when to escalate. The system follows them and keeps the evidence.
A week in the office afterwards
Administrators stop building the list. They spend their time on the clients who need a phone call. Advisers see their upcoming reviews in their calendar with the client's status already known. The owner can open one screen and see which clients are overdue and why, rather than asking around.
Signs your review process needs this
- The review list is rebuilt by hand every month.
- You find overdue reviews by accident.
- Clients who declined a review are not recorded anywhere.
- Each adviser keeps their own list.
- Showing which clients were offered a review takes days.