Schwab’s Institutional Services business had made progress driving digital initiatives, but had not truly embraced digital best practices in driving growth and supporting its customer base. Schwab had significant gaps versus other best-in-class companies in other industries and lagged its primary competitor in Advisor Services and Retirement Plan Services. Improved digital capabilities were viewed as key to increasing asset and revenue growth which had flattened.
This work was focused on developing a strategic framework and vision for Schwab’s Institutional Services business’ digital approach. It included identification of key areas of opportunity based on a gap analysis versus industry best practice, competitive analysis, and business impact. The engagement included the development of a digital strategic plan and roadmap of key initiatives.
Significant opportunities to leverage digital capabilities were identified to drive business growth of 20% in assets managed equal to $12B in revenue. These opportunities included: