Case Study: Aviva achieves 9x faster customer service response with Appian Cloud

Aviva - Customer Case Study

Aviva is a London‑headquartered multinational insurer serving 33 million customers across 16 countries and aiming for a digital future. Over centuries of acquisitions it inherited 750 companies and a tangle of legacy systems, forcing call center agents to sift through multiple sources for each customer interaction and slowing service.

Aviva implemented Appian Cloud to unify 22 disparate systems into a single platform, giving agents a 360° customer view and streamlined workflows. The change sped up customer service response times by ninefold and simplified call center operations.

Aviva