Case Study: TD Ameritrade, Inc. achieves faster, more efficient customer service with IBM Business Automation

TD Ameritrade invests in its own future with business process automation

TD Ameritrade, Inc. faced the challenge of modernizing its customer onboarding and back-end workflow operations across multiple disparate systems so it could grow volume without adding resources. Working with IBM, the company launched an enterprise workflow automation initiative using IBM Business Automation Workflow and IBM Operational Decision Manager to streamline and consolidate processes.

IBM implemented process reengineering, automation, and rules-based decisioning to reduce manual work and improve customer service. The results included a 40% reduction in institutional money movement processing time, a 30% cut in retail new-account processing time and more than 50% in institutional new-account processing, 97% straight-through handling of new margin/option requests, and over 70% faster account opening in Hong Kong, while also increasing accounts per employee by 5% annually.

TD Ameritrade, Inc.

Michael McGraw

Director of Enterprise Process Design