Australian energy retailer AGL is using the Appian Platform as part of a large-scale retail transformation project, which aims to connect every customer to a sustainable future.
As part of its retail transformation, AGL recently launched eAGL, a workflow management tool designed to manage approximately four million pieces of work that were previously completed by AGL agents.
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Built on the Appian Platform, eAGL has already delivered automation levels of over 70% and helped remove repetitive manual work associated with back-office exceptions.
“eAGL replaces AGL’s legacy Workflow and Resolve solutions, which were used for exception and customer complaint work allocation. The application manages millions of pieces of work that were traditionally actioned by AGL agents. We’ve moved all of that activity into the Appian Platform, giving us the flexibility to modify our processes to provide the best customer outcomes. It enables us to hyper-automate tasks, remove manual work, and process activity faster, allowing staff to focus on higher value work,” AGL strategic operations manager Rohan Ware explains.
Prior to eAGL, the retailer had investigated an off-the-shelf workflow management software but had not found a solution that met its requirements. Appian was chosen for the flexibility it gives AGL to build everything it wants and customise applications around the organisation’s needs.
“When we looked at our previous IT architecture, we didn’t have a tool that allowed flexibility to perform various functions within the ecosystem. We had highly specialised software solutions that managed specific functions, but nothing that provided extensive capabilities that we could apply to multiple disciplines. The Appian Platform allows that flexibility effectively, to capture exceptions across the ecosystem and across various platforms built using different technologies,” AGL transformation technology owner Waqas Ishaque says.
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The eAGL app is a key part of AGL’s wider retail transformation, which aims to simplify how the energy retailer operates, embrace digitisation, and create a more personalised and effortless experience for its customers and people.
In addition to supporting the eAGL application, Appian is also being used in a new process optimisation application. Appian’s process mining and data fabric capabilities will continue to play a key role in AGL’s ongoing digital transformation, particularly in automation and process analysis, and managing workflows across multiple systems.
