Mobile and Internet plans provider Belong has adopted Appian’s low-code platform to intelligently automate key customer service operations, handle fraud identifications, and respond quickly to changing demands, Appian has announced.
As part of the Appian Low-Code Platform, Appian Robotic Process Automation (RPA) enables the rapid scaling of robotic process automation across the enterprise at a low total cost of ownership. Belong used Appian’s tactical RPA bots to help automate consumer interactions during the pandemic.
Any organisation’s enterprise data can be slow and difficult to manage. Although creating low-code apps is simple and visual, integrating data still requires a wide range of database expertise. Based on your application designs, the Appian low-code data architecture analyses and automatically reshapes the data for best performance.
By automating frequent customer service requests, Belong’s ‘Mobile Disconnection Bot’ diverted 18,556 customer interactions from the contact centre, saving 2,164 human hours, while the ‘NBN Fallout Activations Bot’ diverted 15,032 contacts and saved 1,753 hours.
“Just prior to the pandemic we were performing a restack of our technical platform, which enabled us to move all of our interactions online and scale a lot quicker than what we potentially could have without the Appian platform,” explained Carly Donnellan, Product Owner, Belong.
“It meant we were in a good position to shift from contact centres and agent interactions to a lot more online, digitally-led automations, which helped to reduce the time the workforce was spending doing manual tasks during COVID-19.”
Appian’s Regional Vice President Luke Thomas said that the shift in strategy to achieve automation has helped Belong to remain more flexible.
“Belong has benefited from being able to move its intelligent automation strategy away from total reliance on the IT engineers and developers – which creates bottlenecks – to a ‘whole-of-business’ low-code approach to automation,” Mr Thomas said.
“This approach delivers a high level of collaboration, control and flexibility to make changes very quickly. Appian has delivered speed and agility to Belong and its intelligent automation strategy,” he added.
About Appian’s Low-Code Automation
Appian announced the latest version of the Appian Low-Code Automation platform in September 2020.
Users can source data from any location without having to migrate it. Without coding or database programming, the platform visually combines, expands, and models relationships between multiple data sources, and automatically optimises data sets for performance.
“The Appian low-code data architecture is revolutionary in defining how developers work with enterprise data to rapidly build applications,” said Malcolm Ross, Deputy CTO at Appian in a statement.
“We’re reinforcing the Appian Low-Code Promise that when you create apps with Appian, you should expect to build your apps 10x faster, reduce your maintenance costs by 50 per cent, and gain superior functionality as compared to traditional development.”
Belong has also established automated processes (using Appian in conjunction with its own data platforms) to collect and analyse information for the detection of fraudulent behaviour throughout its network and products.
“One of the biggest business costs for Belong is managing fraudulent activity. Primarily fraudulent users who on-sale our products without authorisation. Using Appian with some of our data platforms, we built a truly lights-out automation process to help identify fraud and act on sooner, saving the company time and money.
“The automation operates the whole process from end-to-end, including receiving and analysing data, managing the customer, and sending communications, ultimately saving the company a million dollars per year,” added Donnellan.
Belong will soon establish a centralised automation team, powered by Appian, to enhance the utilization of existing initiatives and identify new prospects for the company.