Case Study: Fidelity International achieves improved customer experience and end-to-end process alignment with erwin Evolve

Using business process modeling to improve the customer experience

Fidelity International, a global provider of investment solutions and retirement expertise, needed to better understand and adapt to differing customer needs and channel preferences across generations—especially digitally native Millennials. To break down functional silos and build centers of excellence around key customer touch points, Fidelity engaged erwin and its erwin Evolve platform to define end-to-end processes and create a unified process information management capability.

erwin deployed the Business Process Knowledge Base across Fidelity’s global distribution operation to capture mission-critical process information and govern end-to-end journeys. The solution uncovered the full process inventory and ownership landscape, aligned functions to a single naming convention, provided a one-stop repository for process artifacts, reduced dependency on disparate technologies, and improved alignment between process performers and senior management—delivering clearer roles, better visibility and stronger customer-centric operations.

Fidelity International

Olivier Kouao

Operational Architect