Summary
A mortgage adviser moved case tracking off spreadsheets and into Cleera. The client record now holds fact-find detail across repeat business, so relationship management starts from what is already known about the client rather than a blank form. Returning-client fact-finds shrank from a full rebuild to a short confirmation, check-in and annual review reminders keep the book warm without manual tracking, and the renewal reminder window moved from a lender-driven 3 months out to an adviser-led 4 months. After migrating, AI document analysis, risk flags, and the case assistant helped the adviser work each remortgage file faster without losing the personal relationship layer.
Challenge
This adviser ran a busy practice with client tracking split across a spreadsheet and email, and fact-finds built up separately for each case. There was no lasting client record that captured who someone was between deals.
Returning clients, remortgaging two or three years after their first case, meant starting the fact-find again from a blank form, a 30–40 minute conversation, even though most of their personal and financial details had not changed. That made relationship continuity harder: every remortgage felt like meeting the client for the first time.
Renewal reminders were timed around when a lender's deal expired, about 3 months out. By the time the adviser reached out, some clients had already had a letter from their lender suggesting a new rate, which put the adviser on the back foot in a conversation they should have led.
The relationship work that keeps a book of clients loyal, post-completion check-ins, 6-month letters, and annual reviews, relied on memory and calendar notes. When the pipeline got busy, those touchpoints were the first to slip, even though they were the foundation of repeat business.
Document packs for remortgages still arrived as email attachments. Spotting issues, missing pages, or mismatches with what was already known about the client took time the adviser did not have once the relationship conversation was underway.
Solution
The adviser moved case tracking off the spreadsheet and into Cleera's pipeline, bringing fact-finds, client details, reminders, and relationship emails into one system.
Each client's fact-find now sits on their client record rather than a single case. Personal details, address history, employment, and financial commitments are captured once and carried forward. When they return for a remortgage, the form is pre-filled, and only sections likely to have changed, employment, income, address, are presented for confirmation, cutting what used to be a 30–40 minute rebuild down to a couple of minutes.
That same client record underpins relationship management. Cleera creates check-in tasks and emails around completion, six months later, and at annual review, so staying in touch is part of the case lifecycle rather than a separate admin habit.
Renewal reminders were adjusted from the default lender-driven timing to fire a month earlier, so the adviser makes contact before the lender's own renewal letter arrives.
The congratulations email on offer, the 6-month check-in, and the annual review prompt now go out automatically from case events, under the firm's own branding, rather than relying on the adviser to remember and draft each one.
Once cases lived in Cleera, AI features helped with the paperwork layer that used to eat remortgage prep time. Document analysis reviews payslips, bank statements, and ID as they arrive, extracting key facts and flagging concerns. Risk flags surface issues such as high LTV or deadline pressure on the case itself. The AI case assistant, grounded in the documents, form responses, notes, and flags on that file, answers what is still outstanding before submission and what the next step should be. Suitability drafts pull from the case data already on record, so the adviser edits rather than starting from a blank page.
Before and after
Results
Client relationship management improved because the firm finally had a single place that knew the client: who they were, what had already been captured, and when the next contact was due.
Renewal conversations now start on the adviser's terms, a month ahead of the lender's own contact, rather than as a reaction to a client mentioning a letter they have already received.
Returning clients spend a few minutes confirming details instead of sitting through a full fact-find again, and the adviser gets that time back on every remortgage case.
Post-completion check-ins, 6-month touchpoints, and annual reviews keep firing without hand-tracking, so the relationship stays warm between deals instead of going quiet until the lender writes first.
On each remortgage, AI document review, risk flags, and the case assistant shortened the admin loop after the relationship conversation, so more of the adviser's time stayed on advice and follow-up rather than re-checking packs and reconstructing the file.
“I don't lose remortgage clients to a lender's letter arriving first anymore. The reminder fires when I want to make contact, not when the deal happens to expire. And I actually know the client before they walk back in, because their record is already there.”
Frequently asked questions
- How does Cleera support client relationship management?
- Client details from the fact-find live on the client record and carry across cases. Check-in tasks and emails after completion, at six months, and at annual review, plus adjustable renewal reminders, keep relationship contact on a schedule instead of in a personal calendar.
- Which AI features help after migrating off spreadsheets?
- AI document analysis reviews uploaded packs and extracts key facts. Risk flags highlight issues on the case without setup. The case assistant answers from that specific file, including what is outstanding before submission. Suitability drafts use case data and form responses already captured, so the adviser reviews and edits rather than writing from scratch.
- Can the renewal reminder window be changed?
- Yes. Cleera schedules a renewal reminder automatically once a case completes with a product end date on file, four months ahead by default, and adjustable per firm.
- Who is this outcome most relevant to?
- Brokers still tracking clients in a spreadsheet who want a lasting client record, remortgage prep that starts from known details, relationship check-ins that do not rely on memory, and AI help on documents and case next steps once the work lives in one system.