Case Study: Poste Italiane achieves back-office process automation and paperless operations with Appian

Back Office Process Automation Program

Poste Italiane, Italy’s largest infrastructure company, needed to transform its fragmented, paper-based back-office operations across 85 sites into a customer-centric model. Using the Appian Low-Code Platform, the company set out to simplify case handling, reduce reliance on legacy systems, and digitize processes for services such as billing, contract activation, and fraud management.

Appian implemented Poste Italiane’s “Digital Desk” solution, combining low-code workflows with robotic process automation to unify information, automate tasks, and provide end-to-end process visibility. The results included at least a 25% reduction in lead times, a 45% reduction in required resources in some areas, and major speed gains such as inheritance case handling dropping from over 30 days to 8 days.

Poste Italiane

Luigi Migliaccio

Group Chief Customer Operations Officer