AGL Energy: Revolutionising Retail Operations with Appian

AGL Energy, Australia's leading energy retailer, has been at the forefront of digital transformation, aiming to bolster its competitive advantage and meet rising customer demands in a rapidly evolving industry. The company's adoption of Appian's platform has significantly enhanced its retail operations, leading to notable improvements in efficiency, effectiveness, and adaptability. This article explores how AGL Energy's integration of Appian's platform has influenced its ability to innovate and stay competitive in the energy sector.



AGL Energy's digital journey began with the replacement of over 50 disparate legacy ERP applications with SAP S/4HANA ERP, dramatically simplifying systems and providing consistent processes throughout the organisation. Teams have since leveraged the integrated core platform to build extensions on top of critical business processes, such as health and safety requirements. The company's AGL One iOS app, built on SAP S/4HANA with SAP Integration Suite and SAP Extension Suite, provides employees with a seamless digital experience, allowing them to access the right tool at the right time from anywhere.



The integration of Appian's platform with AGL Energy's existing systems and processes has enabled the company to better adapt to changing market conditions and customer demands. By streamlining workflow management, AGL Energy has achieved automation levels of over 70% with its eAGL workflow management tool, removing repetitive manual work and allowing staff to focus on higher value tasks. This adaptability has contributed to AGL Energy's overall success, as seen in the increase in digital active customers from 43.7% in FY20 to 53.8% in FY22.

AGL Energy's use of Appian's platform has also enhanced its flexibility and customisation capabilities, allowing the company to modify its processes to provide the best customer outcomes and hyper-automate tasks. This flexibility has enabled AGL Energy to be more nimble and adaptable in managing business change, as demonstrated by its ability to bring a newly acquired energy business in Western Australia onto its existing S4/HANA platform.



The integration of Appian's platform has provided AGL Energy with improved visibility and control over its vast network of sites and functions, enabling it to better adapt to market changes. By consolidating over 50 legacy ERP applications onto the Appian S/4HANA platform, AGL Energy has gained greater operational transparency, providing a lot more trust in data and giving the company greater control over its operations.

In conclusion, AGL Energy's integration of Appian's platform with its existing systems and processes has significantly influenced the company's ability to innovate and stay competitive in the energy sector. The platform's flexibility, customisation, improved process visibility, operational transparency, increased business agility, and enhanced customer experience have all contributed to AGL Energy's success in the market. As the energy industry continues to evolve, AGL Energy's commitment to digital transformation and adaptability will be crucial in maintaining its competitive edge.

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