Case Study: Edward Jones boosts customer service capacity with Minitab

Edward Jones - Customer Case Study

Edward Jones, a full-service financial brokerage firm with a large branch network across the U.S. and Canada, needed to maintain its high customer service standards while handling rapidly increasing call volumes. The company turned to Minitab and its statistical software, along with Lean Six Sigma methods, to better understand how to optimize staffing, training, and call handling in its service center.

Using Minitab’s Design of Experiments (DOE) tools, Edward Jones tested key factors such as associate rating, after-call work, shift hours, and training hours to identify the best mix for service performance. Minitab helped the team determine that cross-training everyone on every skill was less effective than assigning associates to their strongest areas, increasing team capacity by more than 10% and improving average handling time, average speed to answer, and after-call work completion time.

Edward Jones

Rod Toro

Master Black Belt and Business Process Improvement Manager