Evelyn Partners required a sophisticated solution to handle, triage, and refer new business opportunities across its network of practitioners. The goal was clear: drive revenue while simultaneously elevating the client experience (CX).
Evelyn Partners
Transforming lead triage and referral processes for a nationwide wealth management leader
Service Delivered
Expert: SME
SME
Financial Services
Result
Improved client experience
The challenge
The client’s need:
Evelyn Partners needed a partner to manage complex lead sources—including online contact forms, inbound telephony, and mailing campaigns—and convert them into seamless referrals for financial planning and investment management.
Our strategic approach
Avocado55 designed an end-to-end resourcing and operational model to ensure no opportunity was missed and every prospect journey was optimised.
Resourcing Model: Proposed and implemented a dedicated resourcing structure, including the recruitment and onboarding of specialised New Business Executives.
Process Redesign: Overhauled and embedded the end-to-end lead management process to reduce the time taken to connect prospects with practitioners.
Governance & Standardisation: Updated Standard Operating Procedures (SOPs), scripts, referral paths, and business rules to ensure consistency across the nationwide network.
Operational Readiness: Ensured all internal training materials and operating tools were fully updated to support the new model.
The Impact
Improved Client Experience & Referral % – Delivering a higher quality of service and a more effective conversion rate.
Seamless Talent Onboarding – Successfully recruited and integrated a new team of agents dedicated to business growth.
Process Redesign Overhauled and embedded the end-to-end lead management process to reduce the time taken to connect prospects with practitioners.
Documented Operating Model – Providing a clear, high-level architectural framework for long-term operational success.
Power BI Insights – Delivered vastly improved reporting accuracy and business insights via custom-built Power BI dashboards.
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