The Industry Landscape
A New Era of Intelligent Wealth Management
As investors demand faster, more personalized service and regulators increase scrutiny, wealth management firms are modernizing core operations to remain competitive. This involves overcoming manual processes and monolithic legacy systems that often limit the ability to adapt swiftly. Forward-thinking organizations are embracing low-code platforms to drive agility, speed and innovation, especially in high-stakes, high-volume areas like transaction processing.
The Client Challenge
Aging Infrastructure Undermined Productivity and Growth
A leading wealth management firm – responsible for processing thousands of investor instructions daily – relied heavily on outdated legacy systems. These systems required extensive manual effort and user training, resulting in inconsistent throughput, high error rates and limited visibility. During tax season, surging workloads exposed further fragility in the process. The firm needed to modernize without business disruption and demonstrate rapid ROI through a scalable, user-friendly solution.
The Solution
Fast, User-centric Automation Through Appian-led Transformation
WNS partnered with the client to develop and deploy a modular, agile solution on the Appian low-code platform, emphasizing an intuitive user experience and seamless adoption. Combining domain excellence, on-site consultants and low-code design capabilities, WNS worked in close collaboration with client stakeholders for a future-ready solution. Key elements of the transformation included:
Smart task queuing and prioritization
A user-friendly interface to manage, re-assign and prioritize tasks with minimal friction
Real-time dashboards and performance tracking
For full visibility into workload distribution, re-work trends and consultant productivity
Bulk action capability
To assign or complete high volumes of tasks efficiently
Agile delivery of Minimum Viable Products (MVP)
For faster value realization and iterative improvements
Automated document handling
A utility to upload, split and auto-link / unlink documents to service requests
Re-usable workflows
Flexible processes, built by adopting best practices, designed for easy extension across future automation initiatives
This co-creation model – reinforced by post-implementation support – helped embed Appian expertise into the client’s in-house teams, future-proofing the solution and enabling scale-up across departments.
The Outcome
Scalability, Accuracy and Trust
The modernized Appian-based platform accelerated transaction throughput while reducing errors. By eliminating process bottlenecks and embedding intelligent automation into daily workflows, the solution unlocked workforce capacity, enhanced visibility and positioned the client for broader cross-functional transformation.
Key benefits included:
x increase in daily transactions per consultant
percent reduction in internal linking errors, enhancing accuracy and advisor confidence
Zero loss of cases, driven by better queue management and visibility
Record early completion of tax season volumes, the fastest in 5 years
Full-time Equivalents (FTE) re-allocated to higher-value work, enabled by process automation
MVPs delivered in weeks instead of months, owing to agile, collaborative development
Uplift in consultant experience, with faster system onboarding and minimal training
Improved accountability through full audit trails and real-time dashboards
Cross-departmental interest in scaling Appian adoption, driven by demonstrated ROI and ease of use