Case Study: Bendigo Bank achieves a seamless, unified customer experience and rapid deployment of mission-critical apps with Appian

Bendigo Bank - Customer Case Study

Bendigo Bank, a major Australian bank with $66 billion in assets and 1.6 million customers, set out to break down internal silos and deliver a seamless, organization‑wide customer experience. After reorganizing around customer servicing and naming CIO Andrew Watt Executive for Customer Service Improvement, the bank sought a single software platform to unify processes and accelerate customer‑focused change.

Using Appian, Bendigo Bank built 25 mission‑critical enterprise applications (plus 12 citizen‑developer apps) in 18 months to manage ATM operations, credit cards, fraud, disputes, loans, mortgages, merchant services and more. Nearly all apps are Tier‑1 customer‑impacting processes, the platform sped development and delivery, and the bank moved toward its goal of every employee using Appian to support a consistent, end‑to‑end customer journey.

Bendigo Bank

Andrew Watts

Executive, Customer Service Improvement