Bendigo Bank using Appian to revamp CX


By Dylan Bushell-Embling
Wednesday, 27 July, 2016


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Bendigo and Adelaide Bank is using BPM provider Appian’s low-code development platform to overhaul its customer experience processes.

The bank has used the platform to roll out 23 enterprise applications at a rate faster than one per month.

To date, Bendigo and Adelaide Bank has deployed mission-critical customer applications on the Appian platform including ATM management, credit card management, fraud management, loan servicing and commercial lending applications.

With the Appian platform the bank is able to collect data related to the customer-facing processes to enable seamless interworking of processing activities.

In addition, the bank has deployed multiple citizen-developer Appian applications, to allow employees to submit ideas and develop projects for improving the customer experience. The bank aims for all of its employees to be Appian users by mid-2017.

The initiative has been led by the bank’s executive for customer service improvement Andrew Watts and CFO Richard Fennel.

“Our vision is to make our customers’ journey completely seamless, regardless of which part of our bank they are interacting with,” Watts said. “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.”

Image courtesy of Long Zheng under CC

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