PW 2011 Presentation: How JPMC is Using CPM and BPM to Improve Inquiry Management and Client Service in Securities

The Client Service Workstation Project will automate and streamline all client-originated service events managed by WSS Client Services and Operations Groups.  The Workstation Project’s key objectives are to simplify the Client experience, be proactive and responsive to Client needs by resolving as many inquiries as possible at the first point of contact. This minimizes handoffs and rework, gets the case to the right place when further work is required, and provides a 360 degree view of client data at the right points of the customer experience.  In this session, you will learn about:

  • The WSS Client Service Workstation Program; its objectives, challenges, organization, progress and achievements to date
  • How Business and IT structured their implementation approach and methodology for functional and technical delivery on a global scale
  • The functional and architectural solution overview and leverage of PRPC and CPM capabilities


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