The Challenge
PWM, a fast-growing private wealth management firm, relied on multiple cohort teams to process Letters of Authority (LoAs) for client policies.
Each team used its own methods, templates, and contact routines. Administrators were repeatedly calling the same providers, re-keying identical data, and chasing updates manually.
This created:
- Operational inefficiency: duplicated effort and inconsistent data.
- Lost time: hours spent on hold instead of servicing clients.
- Poor collaboration: no way to share workloads or visibility across teams.
- Reduced revenue capacity: support teams distracted from high-impact work such as client onboarding and reviews.
PWM needed a unified LoA system, one that reduced manual admin, improved accuracy, and scaled as their adviser team grew.
The Solution
4admin partnered with PWM to build a centralised LoA service using automation and analysing documents using the help of AI.
Key elements of the rollout:
1. Centralised communication hub
- One shared mailbox for all LoA traffic.
- Automatic routing and prioritisation to the right handler.
2. Dedicated LoA handler role
- A single accountable owner now manages all LoAs firm-wide.
- Removes duplication; builds clearer reporting lines.
3. Smart workflow visibility
- Integrated dashboard for real-time tracking.
- Contact databases eliminate manual searches for the right communication channels.
4. AI-powered document reading
- 4admin's proprietary system scans and extracts key data from lengthy provider letters within seconds.
- Accuracy and speed far exceed manual review.
5. Standardised process templates
- Each step, from request to completion, follows a defined, auditable flow.
- Simple enough that any staff member can step in without retraining.
The Results
The transformation was immediate and measurable:
- Processing time per LoA dropped by 65%, from nearly an hour to under 15 minutes.
- One central handler now processes up to 70 LoAs during peak load weeks.
- 120+ hours saved monthly, allowing support teams to focus on revenue-driving work such as onboarding and annual reviews.
- Faster turnaround to advisers and end-clients, improving satisfaction and compliance accuracy.
- Seamless collaboration: clearer visibility across cohorts and reduced backlog.
“Before 4admin, every team handled LoAs differently, we'd spend hours on hold with providers and chasing updates. Now, one handler can update multiple advisers at once, and the process is fully transparent. 4admin has completely changed how we work day-to-day.”
– PWM Support Lead
Why It Worked
- Standardisation: one consistent LoA framework across the firm.
- Automation: repetitive manual tasks eliminated.
- Accountability: clear ownership and simplified management.
- Scalability: infrastructure ready for firm-wide adoption and AI expansion.
What's Next
With LoA handling now streamlined, PWM is extending the 4admin framework to its trading, new-business onboarding, and annual-review workflows, creating a unified, data-driven admin ecosystem.