October 2, 2012

Fixing the Failures of Enterprise Social Technology with Worksocial

Reston, Va.— October 2, 2012The massive consumer influence wielded by social media such as Facebook and Twitter has created an industry of “enterprise social platform” technologies trying to bring social media into the workplace. According to a new report by CITO Research, nearly all the vendors trying to ride the social wave are missing the point. The report contends that merely bringing external social media into the workplace is insufficient. Real business value will come by bringing work, tasks, and accountability into the realm of social technology. Using McKinsey Global Institute (MGI) data, the report estimates that integrating social and mobile into core business processes would deliver $1.3 trillion in annual value to a broad range of industries.

Dan Woods, author of the report, said, “There is tremendous untapped potential for Social Business. Most attempts at incorporating social and mobile into business processes have failed because vendors have not invested effort in the heavy lifting of enterprise integration. With worksocial, as typified by Appian, process design, automation, business visibility, collaboration, and action happen in the same place.” Mr. Woods’ expanded thoughts on worksocial can be found on Forbes.com at http://ap.pn/SUBglS.

MGI data cited in the report estimates there are 1.5 billion social networking users globally. New data from International Data Corporation (IDC) reveals that worldwide total unit shipments for mobile smart devices will reach nearly 1.2 billion in 2012, and the market will surpass 2 billion devices by 2016.

These technology revolutions are creating the opportunity for new, higher-value work patterns. To-date, however, this potential has not been realized because the much-hyped enterprise social technology platforms are wholly disconnected from work. They lack deep integration across a broad range of business systems, and therefore simply create yet another siloed platform, cut off from enterprise processes, data, and actions.

In contrast, the report defines a worksocial technology approach as, “the combination of business process, enterprise systems and data, social collaboration, and mobile access in one shared model for visibility and action across the enterprise. Capitalizing on BPM’s roots in work—automating, improving, and simplifying processes—worksocial is an automation platform for organizing and executing work in the 21st Century.”

The report includes a series of case studies demonstrating the practical value of the worksocial approach for key enterprise initiatives including launching new lines of business, increasing operational effectiveness, modernizing case management, and improving the customer experience. These real-world examples show that the best business outcome occurs when people “swarm” to collaborate and resolve a business problem, without losing process context or abandoning governance. Worksocial uses rules to automate processes, while allowing humans to intervene in work where needed. It does so by connecting users in an open collaboration platform that provides direct access to applications through a single, unifying interface.

“Enterprise Social vendors, as well as other BPM vendors, are trying to figure out how to drive business value from social collaboration and mobility, but Appian is the only one who has achieved it,” said Matthew Calkins, President and CEO of Appian. “Further, we have done it elegantly, with true simplicity masking tremendous power.”


About Appian

Appian delivers an enterprise platform for digital transformation that makes it easy for organizations to move fast and revolutionize the customer experience. Powered by industry leading Business Process Management (BPM) and Case Management capabilities, Appian’s low-code approach radically accelerates the time it takes to build and deploy powerful, modern applications, on-premises or in the cloud. The world’s most innovative organizations use Appian to revolutionize their customer experiences, transform their business operations, and master global risk and compliance.