As we kick off the new financial year, I want to take a moment to reflect on the progress we’ve made and share what’s ahead for Corporate Services and our broader strategic initiatives. Here is a snapshot of what’s been happening – and don’t forget to check out the People and Culture news here.
Since our last update, we’ve finalised the definition of our ideal client for Business Services and Insights. This work draws on the detailed personas of Phil Carter and James Whitlam, which represent our core client segments: established business owners and high-net-worth individuals.
Meet Phil Carter
Phil is a fictional business owner who runs an established company with over $4.5 million in revenue. He values family, integrity, and mutual trust, but struggles with complexity, cash flow, and work-life balance. He seeks advisers who can simplify his financial landscape and help him grow sustainably.
Meet James Whitlam
James, on the other hand, is a high-net-worth individual with diversified assets and complex structures. He prioritises clarity, control, and continuity, and wants to ensure his wealth is preserved and transferred effectively across generations.
Why do we need personas?
Understanding these personas helps you, our team, empathise with client needs, tailor our services more effectively, and communicate in ways that resonate. For Ulton, this clarity enables us to focus our efforts, deliver consistent high-touch service, and strengthen our strategic positioning in the market.
While we appreciate that both Phil and James are fictitious clients, they do represent the core characteristics of our target client group. You’ll start to hear 'Phil ' and ' James 'referenced more often in conversations. We encourage everyone to read the persona profiles and reflect on how this insight can help you in your role, whether it’s shaping how you communicate, improving how you deliver services, or identifying opportunities to add value.
Click here to read the persona document
On the Project Superhornet front, we’ve developed the 'Client Experience Framework' - a structured and repeatable approach to client engagement within the Insights team. It outlines processes, meeting agendas, templates, and responsibilities across all stages of the client journey - from initial contact through to service delivery and reporting. This framework is pivotal to upskilling non-Insights team members (the next stage of Project Superhornet) and ensuring consistency, professionalism, and operational efficiency across Ulton. The Client Experience Framework has been shared with our Insights team and a few other selected team members for initial feedback. In the coming months, we expect the next phase of Project Superhornet to take place and look forward to sharing more information on how and what this will look like.
If you’re new to Ulton, a little bit more background on Project Superhornet and The Ulton Way might be helpful. Read more here.
Our IT Strategy revealed in the last Connect Newsletter encompasses five pillars: AI integration, knowledgebase and file storage modernisation, MYOB modernisation, HowNow retirement and Continued improvement. We’ve been smashing goals in this space – here are a few exciting developments.
44 team members have had pilot group access to Microsoft 365 Copilot to test its capabilities and how it can help us work more efficiently and effectively. The pilot is nearing completion, and a decision on its continued usage is imminent.
The scribe pilot has concluded with the decision to implement this AI solution, which will make our training and procedure documentation more efficient and user-friendly. A training session was held on Tuesday, 5 August, for CSAs and any other interested team members. Log-on information has now been provided to teams. If you have any questions, please reach out to Anita Pollock.
A new way of logging your IT issues is coming. The VITG Client Portal Desktop App has been piloted by a group of team members. We are slowly rolling out this new platform over the coming weeks.
HowNow, our knowledge base storing our templates, procedures and other reference materials, has been marked for retirement by its supplier in June 2026. While we research an alternative solution that best fits our needs, we have commenced pre-planning of our data migration. We’ve made contact with team CSAs to review their HowNow content by 30 September 2025. If you require further information or have any questions, please reach out to Anita Pollock.
We’re proud of the work happening behind the scenes and the ripple effect it’s having throughout Ulton. If something here sparks your interest, raises a question, or inspires an idea, we’d love to hear from you—your input helps shape what comes next.
Ammie Cauchi
Chief Operating Officer