Case Study: Charles Schwab achieves enterprise-wide data-driven decision-making with Tableau Software

Charles Schwab democratizes analysis across 345 retail branches, 13 call centers, and 1,200 financial consultants

Charles Schwab, one of the largest publicly traded U.S. financial services firms, needed to better understand product popularity, competitor offerings and sales performance across Investor Services and to put timely, accurate analytics into the hands of branch staff, call centers and 1,200 financial consultants. Fragmented and often inaccurate reports limited the company’s ability to monitor client activity and satisfaction and to identify opportunities to improve the client experience.

Schwab implemented a consolidated Tableau dashboard, MySales Branch Analytics Reporting, democratizing analysis across 345 retail branches, 13 call centers and enterprise teams (data science, marketing and leadership). The single data source and self-service Tableau solution gives users both high-level and detailed views used daily, resulting in more accurate reporting, faster decision-making and measurable improvements in client experience, customer service and business outcomes.

Charles Schwab

Rene Kim

Senior Vice President and Head of the Global Data Office