Appian (Nasdaq: APPN) today announced that Netwealth has modernised its client and advisor case management system on the Appian AI Process Platform.
The Netwealth system, called “Netflow,” uses Appian’s data fabric, automation technologies, and Private AI architecture to accelerate work, increase self-service options, and deliver enhanced experiences to staff and clients.
Netflow leverages Appian’s AI-driven email classification tool to automate the process of handling case creation failure notifications, which was previously done manually.
Instead of manually opening each email to identify the reason for failure and route it to the correct team, the AI system automatically categorises and directs issues to the most suitable team for prompt resolution.
Enhancement enables faster resolution of customer issues by eliminating the need for manual review and intervention.
Netwealth’s IT developers trained the email classification AI Skill to achieve a 98% accuracy rate in just a few minutes.
According to Netwealth product owner Bernard Woolf the company is laser-focused on enhancing the back-office experience by removing manual processes that create delays.
“Using AI within the rest of Appian’s automation toolset saves our team a significant amount of time, allowing Netwealth to redirect efforts to focusing on our clients.” Woolf said.
Founded in 1999 Netwealth has emerged as a leading wealth management firm in Australia, renowned for its rapid growth.
Founded in 1999, Netwealth is one of the fastest growing wealth management businesses in Australia. The company is rated No.1 by customers for providing exceptional service*, and analysts continually rate Netwealth technology as best-in-class.
Netwealth sought a case management solution that could optimise efficiency, scalability, and integration for the large percentage of its workforce that is dedicated to technology and administration-related roles.
“Our primary goal for the new case management system was to elevate the quality of service delivered to clients. We chose Appian for a number of reasons,” said Bernard.
“Appian’s highly-scalable cloud architecture aligns with our long-term technology strategy, and Appian’s architecture made the system easy to integrate with our other IT systems such as Microsoft SharePoint, PowerBI, and Zendesk.” he said.
To support the rollout, Netwealth also utilised the “Appian Accelerate” service to transfer knowledge of the Appian Platform to its IT development team.
This empowered Netwealth to continue enhancing Netflow independently, resulting in greater control and flexibility in system enhancements, and the ability to create new applications.
“Our Appian Accelerate consultants were fantastic. Rather than just giving answers to questions, they would instead provide the high-level steps needed for the team to self-serve and find answers themselves,”
“As a result, all of our Netwealth developers achieved Appian Associate Developer accreditation and are working towards Senior Developer status,” said Bernard.
Since transitioning to the Appian Platform, Netwealth has evolved from a single workflow type to more than 30 workflows tailored to the specific needs of individual Netwealth administration teams and helped them make more informed decisions. reducing the number of internal queries.
