Matt Richard, CIO at Laborers International Union of North America (LiUNA!), had a big problem. His team provides all the IT underpinning how the Union and its locals support more than 500,000 LiUNA! Members. These are the men and women ñ construction workers, public employees and mail handlers ñ who do the hard, dangerous and sometimes dirty work of building our North American countries.
The Union's Members are its customers. LiUNA! exists to help them get good work at family-supporting pay, protect their rights and benefits and maximize their advancement opportunities. So here was Mr. Richard's problem, in his own words:
"We lacked a single pane of glass to understand our Members' experience with our organization."
Luckily, Mr. Richards also had a solution: using a low-code app development platform to enable transformational customer-focused Dynamic Case Management (DCM) across the organization. Using Appian, LiUNA! has been able to create a centralized Member Record that gives different departments access to unified data about the Members they are interacting with at every touchpoint of the Member's journey.
You can hear more about Mr. Richard's story in our webinar, "Transforming Work and the Customer Experience with Dynamic Case Management."
Mr. Richards will be joined by guest speaker, Forrester Research Vice President and Principal Analyst Craig Le Clair. Mr. Le Clair will share recent market research on overcoming the obstacles to delivering a seamless customer journey through Dynamic Case Management. Our own Malcolm Ross will talk for a few minutes about Appian's approach to DCM.
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Get a preview of topics being covered in the webinar by listening to the latest episode of our podcast, Dynamic Case Management to Transform the Customer Experience.
Appian is a software company that automates business processes. The Appian AI Process Platform includes everything you need to design, automate, and optimize even the most complex processes, from start to finish. The world's most innovative organizations trust Appian to improve their workflows, unify data, and optimize operations—resulting in better growth and superior customer experiences.