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Estate Planning Appointment Management: A 10-Year Outsourced Partnership
Sector: Wills, estate planning and inheritance services
Location: London and surrounding postcodes and counties, serving clients across multiple geographical areas
Duration: 10 years
Support provided: 15–30 days per month
Services: Appointment setting, diary coordination, client communication and consultant scheduling
The Challenge
Our client was a London-based estate planning business providing services to individuals and families looking to organise their affairs and plan for the future.
With consultants operating across different geographical areas, the business needed more than a conventional appointment-setting service. It required a reliable, knowledgeable team capable of coordinating diaries, managing client communications and ensuring appointments were arranged efficiently around the availability and locations of its consultants.
The challenge was to deliver a consistent client experience while supporting a geographically distributed team and converting initial enquiries into valuable consultations.
Our Approach
24 I.S. Sales Intelligence provided between 15 and 30 days of support every month over a 10-year period, becoming an integral part of the client's day-to-day operations.
Our role extended well beyond making calls and booking appointments. We provided a coordinated service designed around the needs of both the consultants and their prospective clients.
Key elements included:
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Appointment setting: Speaking with prospective clients, understanding their requirements and arranging suitable consultations.
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Diary coordination: Managing appointment scheduling across multiple consultants working in different geographical areas.
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Multi-channel meeting arrangements: Organising telephone consultations, Microsoft Teams meetings and face-to-face appointments, taking account of consultant availability and client preferences.
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Specialist subject knowledge: Developing an in-depth understanding of the wills and estate planning process, enabling our team to communicate relevant information clearly and confidently.
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Ongoing client support: Providing a consistent point of contact for prospective clients while helping the business maintain an organised and responsive appointment process.
Over time, our team's familiarity with the services, processes and rules relevant to wills and estate planning enabled us to deliver a more informed and effective service.
This was not simply an outsourced call-handling arrangement. We developed an operational understanding of the business and worked as an extension of its own team.
The Results: A Vital Part of the Business for 10 Years
The relationship continued for a decade, with 24 I.S. providing between 15 and 30 days of support each month.
Our team became a vital part of the client's operational infrastructure, helping coordinate the activities of its consultants, manage prospective client appointments and keep the process moving from initial contact to consultation.
The value of this contribution was recognised by the business's new owners, who praised our team's high conversion rates.
The longevity of the relationship, combined with this positive feedback, demonstrated the value of having an outsourced team that understood both the operational requirements of the business and the needs of its prospective clients.
Beyond Appointment Setting: Becoming an Extension of the Client's Business
This case study illustrates how outsourced sales support can evolve into a deeper operational partnership.
By combining appointment generation, complex diary management, client communication and specialist service knowledge, 24 I.S. Sales Intelligence helped support the daily running of a growing estate planning business over many years.
For organisations whose consultants work across different locations, our flexible approach can provide the coordination, consistency and sales support needed to operate efficiently without placing the entire burden on internal staff.
At 24 I.S. Sales Intelligence, we do more than book appointments. We build long-term partnerships, understand our clients' businesses and provide the practical support that helps their teams work effectively and convert opportunities into consultations.
How Can We Help You?
If you have a clearly defined market or sector that you want to penetrate, 24 I.S. Sales Intelligence can help you turn that market into a structured, actionable sales opportunity. Whether you need to identify every relevant organisation, find the right decision makers, build accurate prospect data or engage those prospects by telephone, we can provide the expertise and resource to support your objectives.
Our experience extends across a wide range of sectors and market types, from telecommunications, IT and construction to professional services, sports, procurement and specialist B2B markets. We understand how to research a market, build an appropriate prospect database and develop an effective calling strategy around your proposition. This means you don't necessarily need to have all the answers before you approach us—we can help you develop the approach.
If you have a market you want to target, let's talk. Whether you're looking for a one-off market research exercise, a targeted outbound campaign or an ongoing sales intelligence programme, 24 I.S. can provide the people, experience and sales expertise to help you identify and develop new opportunities. Contact us today on 01782 409788 (or email us at info@24-is.co.uk ) to discuss how we could help you open up your next market.
