Bendigo Bank using Appian to revamp CX


By Dylan Bushell-Embling
Wednesday, 27 July, 2016


Bendigo Bank using Appian to revamp CX

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

Related Articles

.auDA appoints consultative group to guide reforms

The .au Domain Administrator has convened a 16-member group tasked with helping the organisation...

NSW tech companies funded for ABCC London mission

Funding from the NSW Government will enable five local fintech and cybersecurity companies to...

Sydney sneaks into top 20 cities for start-ups

The 20 best cities for young entrepreneurs have been named in a new study.


  • All content Copyright © 2018 Westwick-Farrow Pty Ltd