Appian recently announced that AGL is using the Appian Platform as part of a large-scale retail transformation project, which aims to connect every customer to a sustainable future.

As part of its retail transformation, AGL recently launched eAGL, a workflow management tool designed to manage approximately four million pieces of work that were previously completed by AGL agents.

Built on the Appian Platform, eAGL has already delivered automation levels of over 70% and helped remove repetitive manual work associated with back-office exceptions.

According to AGL’s strategic operations manager Rohan Ware eAGL replaces AGL’s legacy Workflow and Resolve solutions, which were used for exception and customer complaint work allocation, “said Ware.

“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,” he said.

Prior to eAGL, the retailer had investigated an off-the-shelf workflow management software but had not found a solution that met its requirements. Appian was chosen for the flexibility it gives AGL to build everything it wants and customise applications around the organisation’s needs.

“When we looked at our previous IT architecture, we didn’t have a tool that allowed flexibility to perform various functions within the ecosystem,” said Waqas Ishaque, Transformation Technology Owner at AGL.

“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,” he said.

The eAGL workflow management tool has been rolled out to over 1,000 users across four different locations to help streamline back-office operations and fast-track customer activity.

“Best case, we’ve got transactions going from the market into our systems and our customers’ hands without anybody having to look at them,” said Glenn Waterson, General Manager of Retail Transformation at AGL.

“We’re seeing our automation rates really improve with the use of Appian, which means we are delivering a better experience for our customers,” he said.

The eAGL app is a key part of AGL’s wider retail transformation, which aims to simplify how the energy retailer operates, embrace digitisation, and create a more personalised and effortless experience for its customers and people.

The eAGL app plays a central role in AGL’s broader retail transformation strategy, focused on streamlining operations, embracing digital innovation, and delivering a more personalised, seamless experience for both customers and employees.

“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,” said Waterson.

In addition to supporting eAGL, Appian is also powering a new process optimisation application.

With its process mining and data fabric capabilities, Appian will play a key role in AGL’s digital transformation, focusing on automation, process analysis, and workflow management across systems.

“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,” said Luke Thomas, Area Vice President of Asia Pacific and Japan at Appian.

“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,”

In FY24, AGL anticipated an underlying net profit after tax ranging from $580 million to $780 million, suggesting that profits could potentially double, with the possibility of approaching a near threefold increase.