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Delivering the Seamless Customer Journey

Blog: Appian Insight

In the digital economy, the best banks are obsessed with fast, hassle-free customer service. After all, digital consumers are accustomed to the speed and convenience of  Amazon, Alibaba, and Starbucks. They expect nothing less. Of course, the same is true of banking customers.

Unfortunately, customer experience is trending down in the banking industry, according to the latest report from global consulting firm Capgemini. The scary part is that this trend has put billions of dollars in deposits and revenue at risk. The impact on Customer Satisfaction and Loyalty is even more adverse.

Contrast this with the story of Bendigo & Adelaide Bank, one of Australia’s leading banks.  The Senior Officers at the bank decided to eliminate the traditional business silo approach and decided instead to focus on the overall customer journey.

Bank officials decided to look beyond the legacy infrastructure that couldn’t keep pace with rising digital expectations. Nope! Instead, they made the leap to the Appian Application Development Platform, which allowed them to quickly deploy 23 user-friendly, customer-facing, tier-1 enterprise applications at a rate faster than one per month! The bank’s new apps include ATM Management, Credit Card Management, Fraud Management, Disputes, Loans, Mortgages, Merchant Services, and other customer-focused processes.


Bendigo Bank today:

Value Delivered with Appian
“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.”

With Appian, Bendigo Bank employs a modern approach to financial service operations, creating a faster time to market for new products, accelerating client on-boarding, and reducing operational risks. By taking advantage of the Appian Platform, the bank is quickly building, launching and using modern enterprise IT solutions unique to their business. What’s more, by mid-2017, every employee at the bank will be an Appian user. And it’s all in direct service of the customer.

Appian technology offers innovative digital platform

Appian’s digital platform can help drive immediate on­boarding improvements. It can enable collaboration while bringing diverse information visible across multiple products and channels.  Check out this video to see how.

Learn more

Are you ready to check out latest technology with tangible outcomes, that will propel your business in the digital space? Schedule a meeting with an Appian executive to discuss proven strategies to transform your business. Register today to schedule a meeting with an Appian executive at SIBOS.

Me? I look forward to SIBOS and to the chance of meeting with you in Geneva.

As you make your plans, send me an e-mail at: and we’ll set up a time.

Michael Heffner

Global Practice Lead, Financial Services

The post Delivering the Seamless Customer Journey appeared first on Appian Insight Blog.

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