Published 23 October 2026
START WITH THE GAPS IN THE BUYING JOURNEY
Advisers triaging their own enquiries, unworked client banks, and a compliance team that cannot easily evidence what was said to whom before an appointment was booked.
This guide describes the workflow design published in Xiilio’s industry playbook. It is not a case study or a claim of achieved results. Access, permissions and the connected systems determine what can be deployed.
- Advisers triage their own enquiries and lose productive hours to unqualified ones
- Large client banks go years without a review conversation
- Compliance cannot evidence pre-appointment conversations at scale
- Introducer relationships depend on individuals and decay when they leave
MAP THE HANDOVERS BEFORE ADDING AUTOMATION
Write down the decision at each stage, who owns it and what information the next person needs. Qualification is not a substitute for a regulated or commercial decision.
- Trigger: Retirement, inheritance, business sale, remortgage or a change in circumstances.
- Research: Search, directories, reviews and — most often — a referral from a trusted professional.
- Discovery: Initial conversation on assets, objectives and eligibility. No advice yet.
- Advice and onboarding: Fact-find, suitability report, implementation. Long, document-heavy, human throughout.
ENQUIRY TRIAGE
Agree these steps with the owning team, test the handovers and review exceptions before enabling the workflow.
- Enquiry received on any channel
- ARIA captures objective, approximate assets or loan size, timescale and location
- Out-of-scope enquiries declined politely with a signpost
- In-scope enquiries booked to the right adviser by specialism and capacity
- Transcript and summary written to the CRM for compliance
CLIENT-BANK REVIEW CYCLE
Agree these steps with the owning team, test the handovers and review exceptions before enabling the workflow.
- Review dates and last-contact dates identified in the CRM
- Consent and servicing agreement status checked first
- HERALD invites the client to book a review
- Bookings land in adviser diaries; declines and opt-outs recorded
DOCUMENT CHASING
Agree these steps with the owning team, test the handovers and review exceptions before enabling the workflow.
- Outstanding items flagged after an appointment
- Scheduled reminders sent within your tone and frequency rules
- Sensitive documents collected through your own secure portal, never the agent
- Case owner alerted when the file is complete or has stalled
CONNECT THE EXISTING STACK, WITH EXPLICIT BOUNDARIES
No rip-and-replace is the starting point. Confirm API availability, permissions, record mapping and failure handling with the system owner. Product names in the playbook describe systems commonly used in this sector; they do not imply a partnership or a prebuilt connector for every installation.
- Back-office system (Intelliflo, Curo, Iress)
- CRM
- Adviser calendars
- Secure client portal for documents
- Telephony with recording
- Compliance archive
KEEP THE APPROVAL GATES VISIBLE
Automation should stop at the boundaries agreed with your team. Record escalations and approval decisions alongside the workflow activity.
- Compliance sign-off on all scripts and financial promotions
- No advice, recommendation or illustration from an agent
- Vulnerability escalation to a human, always
- Client-bank campaigns approved before each send
MEASURE OUTCOMES, NOT ACTIVITY ALONE
Agree the baseline, reporting period and source of each metric before launch. Reconcile CRM outcomes with your own records; do not treat a modelled return or an advertising dashboard as independently audited revenue.
- Enquiry to booked appointment rate
- Adviser diary utilisation
- Dormant clients re-engaged
- Cost per new client acquired
- Cases stalled on outstanding documents