Case Study: Barclays achieves unified security case management and 84% faster processing with Appian

Barclays - Customer Case Study

Barclays, a transatlantic bank serving 48 million customers across 40+ countries, needed to modernize security investigations and replace aging call-center software. Its newly formed Chief Security Office brought together teams with disparate processes, systems, and spreadsheets, creating inefficiencies, while the bank sought to deliver individualized, omnichannel customer experiences.

Appian’s low-code platform delivered a visual, mobile-ready case management solution after a four-week pilot, enabling unified workflows, global data visibility, and stronger governance. A rapid customer-service proof-of-concept expanded into nine processes in ten months, cutting back-end processing time by 84% and increasing customer satisfaction by 64% in the first month, with reusable components driving broader enterprise adoption.

Barclays