AGL adopts Appian Platform for workflow automation

AGL Energy is automating its back office operations with a new workflow management tool built on the Appian Platform as part of its large-scale retail transformation project.

As part of the project, AGL recently launched the eAGL workflow management tool, which Appian says has already delivered automation levels of over 70% and helped reduce the manual work associated with back-office exceptions.

The new tool has been designed to replace AGL’s legacy Workflow and Resolve solutions, which were used for exception and customer complaint work allocation, according to AGL’s Strategic Operations Manager, Rohan Ware.

“The [new] application manages millions of pieces of work that were traditionally actioned by AGL agents,” he said. "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.”

AGL selected Appian for the project for the flexibility it can afford AGL to customise applications around its needs. The eAGL tool has been rolled out to over 1000 users across four locations to help streamline the company’s back-office operations.

The new app forms a key part of AGL’s wider retail transformation, according to the company’s GM of Retail Transformation Glenn Waterson.

“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,” he said. “The market is shifting, and we need new technology and a new operating model to support that.”

AGL expects the new platform to play an important role in helping support both the company’s and Australia’s Net Zero goals.

“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,” added Waterson.

Image credit: iStock.com/agnormark