AGL boosts retail transformation with new automation tool
AGL has embarked on a retail transformation initiative by utilising the Appian Platform to enhance its operational capabilities and customer engagement, with the launch of a new workflow management tool named eAGL.
The eAGL application has been designed to manage approximately four million pieces of work that were previously handled manually by AGL agents. Built on the Appian Platform, the tool has achieved over 70% automation, effectively reducing repetitive manual operations associated with back-office exceptions.
Rohan Ware, Strategic Operations Manager at AGL, explained the transition, stating, "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 opted to utilise Appian due to its suitability in accommodating the company's needs. Prior exploratory efforts with other workflow management software did not meet the company's requirements. Waqas Ishaque, Transformation Technology Owner at AGL, elaborated, "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."
The implementation of the eAGL workflow management tool involves over 1,000 users across four different locations, aimed at streamlining back-office operations and accelerating customer transactions. Glenn Waterson, General Manager of Retail Transformation at AGL, highlighted this progress, stating, "Best case, we've got transactions going from the market into our systems and our customers' hands without anybody having to look at them. We're seeing our automation rates really improve with the use of Appian, which means we are delivering a better experience for our customers."
The eAGL tool is integral to AGL's broader retail transformation vision, which seeks to simplify operational models, embrace digital solutions, and enhance customer experiences. Waterson further stated, "AGL's retail transformation is an amazing opportunity for an organisation to do something truly new, innovative, and different for our customers. We want to lead the market. The market is shifting, and we need new technology and a new operating model to support that. We are absolutely committed to our journey to deliver and connect our customers to a sustainable future. We will get there, and it is the likes of Appian and other platforms that we are bringing into retail transformation that will help us achieve that."
Appian continues to support AGL's transformation objectives through the introduction of new process optimisation applications and further deployment of its process mining and data fabric capabilities. Luke Thomas, Area Vice President of Asia Pacific and Japan at Appian, expressed excitement about the partnership, saying, "Appian is excited to partner with AGL on their retail transformation project, which will help connect every customer to a sustainable future in support of Australia's 2050 net zero emissions. We believe Appian will play a key role in AGL's future state for automation, business process management, and operational improvement using our extensive process orchestration capability."
