Bendigo and Adelaide Bank Overhauls Customer Experience with Appian Low-Code Platform
July 26, 2016
Leading Australian Bank Rolls Out 23 Mission-Critical Applications
RESTON, Va. — July 26, 2016— Appian announced today that Bendigo and Adelaide Bank, a leading Australian national bank with 1.6 million customers and $66 billion in assets, has deployed Appian’s low-code development platform to roll out 23 tier-one enterprise applications at a rate faster than one per month. In addition, the bank has deployed more than 6 “citizen developer” Appian applications through its innovative “In Business Programme.”
The initiative, orchestrated and led by the bank’s Executive for Customer Service Improvement (CSI) Andrew Watts and CFO Richard Fennell, was designed to eliminate the strict divisions between the bank’s business units and instead focus squarely on the customer journey across the bank. Services currently running on Appian include critical customer operations such as ATM management, credit card management, fraud management, loan servicing, commercial lending applications and more.
“Our vision is to make our customers’ journey completely seamless, regardless of which part of our bank they interacting with,” said Andrew Watts, Executive for Customer Service Improvement, Bendigo and Adelaide Bank. “The speed at which Appian helped us develop and deliver these mission-critical applications made them the ideal partner to bring our vision to life.”
For a growing number of customer facing processes, information is collected and orchestrated in Appian, and seamlessly made available to interrelated processing activities. Appian has enabled the continuous improvement of customer experience and the streamlining of day to day activities for the Bank’s customer facing staff.
In addition to tier-one enterprise applications, Bendigo and Adelaide Bank is also using Appian to fuel citizen development through it’s In Business Programme, where employees can submit ideas and develop projects through to completion, all mentored and supported by the enterprise BPM team. To-date, more than 6 of these citizen-developed applications have been rolled out. Bank leadership intends for every one of its employees to be an Appian user by mid-2017.
“We are extremely impressed with the ambition and leadership showed by the leaders at Bendigo and Adelaide Bank, and proud to be integral in their success,” said Michael Beckley, co-Founder and CTO of Appian. “The Bank shares in our belief that an organization’s number one focus should be on their customer. Together, we were able to harness Appian’s powerful low-code capabilities to realize that shared vision, and completely transform the way the bank’s customers interact with them on a daily basis.”
Appian provides a low-code automation platform that accelerates the creation of high-impact business applications. Many of the world’s largest organizations use Appian applications to improve customer experience, achieve operational excellence, and simplify global risk management and compliance.