AppianAPAC 2020, the flagship event for Appian partners and customers in the region, was held virtually this year. With Covid-19 looming large over the event, rapid and sometimes unforeseen change was a constant theme. Organisations need to focus on agility, innovation and efficiency more than ever, with increased strategic focus.
This focus emerged clearly from AppianAPAC 2020, underlined by four highlights: Appian’s cross-industry success; intelligent automation as a strategic force; an emphasis on insurance; and the importance of data anywhere.
- Cross-industry success. CEO Matt Calkin highlighted Appian’s achievements in a variety of industries, with the organisation represented in seven out of ten of the top global asset managers, thirteen of the world’s top twenty global banks, six of the world’s top ten insurers and more than 200 government agencies.
These statistics don’t just illustrate Appian’s success, but importantly serve to demonstrate the core strengths of low-code automation and openness inherent in the Appian platform. From HR management to claims processing, Procensol has taken those strengths to develop specific solutions in industries as diverse as government, education, agriculture, manufacturing and banking. This is important because our clients benefit from our wide variety of experience and the breadth of problems we’ve solved – problem-solving is what we do. Perhaps that is one of the reasons why we were awarded the Appian 2020 Value Awards in both Europe and APAC for “Outstanding Achievement in Delivery Excellence and Time to Value.”
- The recognition of intelligent automation as a strategic force. Leslie Joseph, Principal Analyst at Forrester, used Forrester research to illustrate the fact that automation has gone from a more tactical tool to being part of a “more strategic, fundamental type of conversation” and part of a “new economic paradigm.”
We see this paradigm emerging in Australia too; we call it “automation as augmentation”. Our clients are seeing the automation-human discussion not as a binary either/or decision, but a hybrid making the best of both worlds. Leslie used examples as varied as Amazon and the Marina Bay Sands hotel in Singapore of organisations using automation for efficiency. But not to make workers redundant; rather to redeploy them in managerial roles, or jobs where they can have a more direct impact on customer satisfaction. This is illustrated by the fact that 37% of executives choose automation to accelerate digital transformation, compared with just 13% who automate to reduce costs. To demonstrate this point, we have a case study download on a recent ‘automation for digital transformation’ program.
- A focus on insurance. Gijsbert Cox, Industry Leader at Appian, spoke at the event about Appian’s Connected Claims solution, which Forrester have positioned as a Leader in their Insurance Agency Portals Wave. Claims management should be given a high priority by insurers, both from efficiency and customer retention perspectives: Forrester estimates that 50% more FTEs are employed in the process than need to be, at a cost of US$3.44Bn globally; while the claims experience is a key determinant of whether a customer leaves their insurer.
Appian’s spotlight on the insurance sector mirrors Procensol’s, having ourselves worked with Queensland insurance organisations recently. Several facets lend themselves to Appian’s case management strengths: as well as claims management, long-term case management is an essential requirement for injury and accident insurers, for example. But organisations don’t want to ‘throw the baby out with the bathwater’ and waste the investment of time and money they’ve already made in core systems of record. Instead, our philosophy is to maintain the single source of truth by wrapping the systems of record with point solutions designed to solve specific business problems. Quickly.
- Data anywhere. Sathya Srinivasan, VP Solution Consulting (Partners) at Appian went into more detail on Appian’s commitment to openness. In his session, Sathya highlighted that “no matter where your data resides, we have a solid integration capability to fetch the data from that system and use it within the Appian process enrolment.”
Data anywhere is a key tenet for us at Procensol. Integration via a wide variety of technologies (Sathya outlined four different integration categories in his session) and tools means that data resides in one place but can be accessed and used – typically in real time – by many other systems and solutions. As Sathya put it, “We can fetch data in real time, create a single pane of glass that allows you to see the data about the entity … that you need to know at this point in time, instantly.” This not only saves time and money, as in the insurance examples above, but reduces the risk inherent in duplicated or out of date data.
Many of these themes emerge in our recent white paper, “Why you need Intelligent Automation, now more than ever.” You can download it here, or contact us to carry on the conversations around case management, insurance, data anywhere and the role of intelligent automation.
About the Author
Head of Appian Practice, Procensol Australia
A specialist in the Appian platform for over a decade, Manish Tripathy heads up Procensol Australia’s Appian practice, working with government and business clients to improve processes and enable digital innovation with low-code intelligent automation.
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