Region: North America
Industry: Financial Services

Edward Jones is a federally chartered stock savings and loan association offering a full range of personal trust and investment management services. With more offices than any other investment firm in America, Edward Jones’s 10,000-plus financial advisors work directly with nearly 7 million clients to understand their personal goals and create long-term investment solutions.

Business Problem

The trust industry is complex, requiring extensive collaboration and communication among experts across many different fields—lawyers, accountants, CFAs, etc. Edward Jones team members previously relied heavily on paper documents and spreadsheets to route information across departments, a system that would not permit scaling commensurate with the company’s growth.

Appian BPM Solution

Edward Jones partnered with Oakbrook Solutions to deploy Oakbrook’s Appian BPM-based WealthWorx ® solution. The initial implementation, which streamlined and automated Customer On-boarding and paper document management, was complete in four months. Team members discovered vast improvements right away: number of steps was reduced from 154 to 67, number of forms and spreadsheets was reduced from 52 to 9 and all handoffs were carried out automatically. The solution was next applied to Expense Request, Account Closing, and other core processes. The immediate effects of the process improvement efforts jumpstarted a culture of continuous quality improvement that will help Edward Jones maintain exceptional service as the company continues to expand.