A structured implementation
Pillar is deployed in controlled phases to ensure the review process, CRM integration and escalation pathways work correctly before volume is introduced, quality before scale.
Stage 1 - Firm assessment
We start by understanding your existing client servicing structure, CRM configuration, client segmentation and adviser escalation model. This shapes everything that follows.
Stage 2 - CRM integration
Pillar integrates with your existing CRM. Workflows are configured so that review activity, meeting notes and escalation triggers are recorded directly within your client records. No parallel systems, no data migration.
Stage 3 - Controlled Wave 1 launch
Deployment begins with an initial cohort of clients to confirm workflow integrity, review delivery standards and escalation pathways. Any issues are identified and resolved before volume increases.
Stage 4 - CSM certification
Client Service Managers complete certification specific to your firm, covering your servicing model, escalation procedures and CRM workflows. No review is conducted until certification is complete.
Stage 5 - Scaled delivery
Once Wave 1 is operating cleanly, additional client segments are introduced in a structured phased approach. Volume scales only when quality standards are consistently met.
Stage 6 - Ongoing optimisation
Pillar operates as a long-term infrastructure partner, not a one-off deployment. Review delivery performance, escalation patterns and MI data are assessed on an ongoing basis. Where refinements are needed, to workflows, segmentation or service frequency, they are implemented without disruption to the partner firm.