AGL is one of Australia's leading integrated energy companies, providing electricity, gas, and renewable energy solutions. AGL is committed to decarbonization and connecting customers to a sustainable future with innovative technology.
AGL achieved 70% success in automating exceptions
Business problem
AGL’s business processes are complex. They are a large energy provider, delivering over 4.4 million customer services with processes that span four locations. To support a market that is rapidly shifting toward sustainable energy, they needed new technology.
AGL wanted a workflow management solution that would help them move faster and improve customer experiences while keeping costs low. But they struggled to find an off-the-shelf tool that met their needs.
Appian solution
AGL chose to build their eAGL workflow management solution on the Appian Platform. The Appian solution orchestrated processes across AGL’s whole enterprise ecosystem. It gave them the flexibility to build everything they wanted, the way they wanted it.
Today, eAGL has been rolled out to 1,000 users and manages about 4 million pieces of work per year. Here are some of the results AGL has seen:
Automated manual tasks, with some transactions now going from the market to their systems to their customers without anyone having to look at them
70% success in automating exceptions
Connected workflows that fill the gaps in their previous system landscape
Appian is helping AGL improve their processes so they can lead the way to a sustainable energy future.
Learn more
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