RMBL also implemented an Appian Portal for clients and employees to access apps across web and mobile devices. This provides a unified portal for clients to manage and update their accounts online. It also enables employees to manage client profiles and investments all on the same platform. Together with process orchestration, the online portal also helps RMBL streamline application lifecycles and reduce approval timelines. The initiative also sought to engage new clients through an external Appian portal, fostering increased interaction and engagement.

"By using Appian’s unified interface to automatically process and file client documentation, we’ve managed to address numerous operational concerns quite seamlessly,” said Barnard. “Additionally, Appian AI Skills have been extremely valuable in smart sorting of legacy portfolio documents." 

The transformation journey also addressed several challenges, such as managing a high volume of client queries through calls, letters and emails. RMBL is also enhancing portfolio transparency with real-time insights, while streamlining application life cycles to reduce complexities and standardising processes to promote uniformity across operations. Consolidating tools and functions into a unified Appian Platform has significantly enhanced team productivity, allowing for more efficient internal workflows and communication.

"RMBL’s efficient management of third-party database load using Appian’s Data Fabric is a prime example of how our platform can optimise complex data scenarios,” said Luke Thomas, Area Vice President of Asia Pacific & Japan at Appian. “This innovation ensures optimal performance in data management."

The impact of RMBL's digital transformation extends beyond operational improvements. Clients have embraced the new platform, significantly reducing support calls, with only 6% of users seeking assistance in the week following the rollout. This shift has empowered clients to navigate and oversee their investment portfolios remotely, aligning with RMBL’s commitment to client empowerment. 

“At Persistent Systems, we’re proud to support RMBL in its strategic shift toward digital-first client engagement,” said Gagandeep Ahluwalia, Client Partner at Persistent Systems. “This new client-facing platform represents a significant advancement in RMBL’s client interactions, empowering clients with enhanced independence and accessibility for managing their investments. By incorporating next-generation GenAI elements, we’ve not only significantly reduced support demands but also enabled RMBL’s team to focus on addressing more complex challenges, elevating their overall service quality.”

RMBL is now actively digitising new customer journeys through Appian’s external portal, showcasing sustained success and ongoing innovation. RMBL also anticipates future efficiencies by integrating Appian Case Management Studio for complete order management, which will further streamline processes and reduce client-team communications.

"Appian is designed to accelerate the creation of high-impact business applications,” said Luke Thomas, Area Vice President of Asia Pacific & Japan at Appian. “Seeing RMBL's success in leveraging our technology to meet and exceed its strategic goals has been rewarding. Their ability to quickly adopt and expand their use of our platform is a testament to both their vision and our platform's flexibility. It's no surprise that RMBL was recognised as a winner for APAC at the recent Appian Innovation Awards. They’re truly deserving of this recognition – their innovative work perfectly embodies what these awards are all about."

"The digital transformation at RMBL is not just about adopting new technology but also fundamentally improving how we serve our clients and operate internally,” Barnard added. “Our partnership with Appian has enabled us to achieve these goals and set new standards for efficiency and client engagement."

Learn why global investment innovators trust Appian to modernize financial services with AI and process orchestration. Explore use cases here: https://appian.com/industries/financial-services/overview