How better implementation tracking improved practice efficiency
For many financial advice firms, implementation is where momentum can quietly break down.
That was the challenge facing XY Financial Practice.
On the surface, the issue looked like a software gap. The team felt they needed new task-tracking software to get on top of the implementation. But as we dug a bit deeper, it became clear the problem wasn’t the system itself. Implementation work was difficult to track, advisers were regularly interrupting staff for updates, and delays were becoming part of the normal workflow. Errors were also increasing, creating frustration across the business.
Like many growing advice businesses, the firm didn’t just need another piece of technology. It needed better visibility, clearer ownership, and a more consistent way to manage implementation in progress.
The challenge
Before any changes were made, the firm was dealing with a common but costly problem.
There was insufficient oversight of implementation activities across the business. Staff needed a way to see when implementation had started, where each item sat in the process, who owned the next step, and when it was due to be completed. Advisers also needed easier access to progress updates so they could answer client questions quickly without constantly interrupting operations staff.
This lack of visibility had a ripple effect.
Implementation was delayed. Team members were fielding unnecessary questions. Information was harder to locate. The result was a process that felt more reactive than controlled.
Importantly, the issue was not simply that the firm lacked software. The real problem was that the existing process didn’t give the team a shared, practical view of the implementation in progress. And this changed the solution entirely.
Rather than replacing systems, the focus shifted to making the current environment work harder and more connectedly.
The approach
To uncover what was really happening, the engagement started with practical discovery work. This included workshops with staff, one-to-one meetings, process mapping, reporting analysis, pain point identification, testing of potential solutions, and a staff survey.
That work made it clear the answer was not to introduce a completely new platform. Instead, the better path was to build a solution around tools the business already knew and used.
The chosen solution was an Implementation Tracker in Xplan, supported by a dashboard widget for advisers and CSOs, along with daily reporting into Power BI for operational management and KPI reporting. The solution was designed to be cost-effective, familiar to staff, integrated with the existing process, and easy to complete, while also keeping data in one place and improving validation.
In practical terms, this meant the business gained:
A simple view for advisers when opening Xplan
An easy way for CSOs to track implementation tasks
Daily reporting for operational oversight
Better visibility of progress and ownership across the team
The outcome
Once the new approach was in place, the impact was measurable.
More than 50% of CSMs answered adviser queries in under five minutes, compared with a previous position where 83% took longer than five minutes and 16% took more than 30 minutes.
Advisers also reported a better experience, with 69% saying it had become easier to locate information. And perhaps most significantly, 75% of implementations were completed in one to two months, compared with 71% previously taking more than three months.
The improvement was not just operational. It changed the feel of the workflow.
With clearer oversight, less interruption, and easier access to information, the team could move with more confidence. Advisers were better equipped to respond quickly. Operations staff had a clearer line of sight over tasks in progress. The business was no longer relying on fragmented updates or manual chasing to understand where implementation stood.
Why this matters for advice firms
This case study highlights an important lesson for financial advice businesses. Sometimes, the issue you can see is not the issue you actually need to solve.
A firm might think it needs new software, more admin support, or another reporting layer. But often, the real need is better process design, clearer visibility, and smarter use of the systems already in place.
For advice firms trying to improve implementation, turnaround times and internal efficiency, the biggest gains often come from stepping back and diagnosing the root cause properly before jumping into a solution.
Looking at your own implementation process?
If your team is struggling with delays, repeated questions, unclear ownership or poor visibility across implementation, it may be time to review whether the issue is really your software or whether the bigger opportunity lies in process clarity and operational oversight.
The right solution does not always mean starting again. Sometimes it means building a better way forward with the tools you already have.
At Tangelo, that’s exactly where we start - getting a clear view of what’s really happening across your people, processes, policies, and governance, then working alongside you to design practical improvements that stick.
If you’re ready to take a closer look at where your business could be running more smoothly, learn more about our approach here.