Case Study: Flowserve achieves 50% faster dispute resolution and consistent global service with Appian

Flowserve chose the Appian platform to unify the management of data and cloud to improve speed, cost savings, and security

Flowserve Corporation is a global leader in pumps, valves, and services for the power, oil, gas, and chemical industries, with more than 16,000 employees in over 50 countries. The company had inherited a patchwork of non-integrated ERP systems (Oracle, Great Plains, Baan, etc.) and lacked a single source of truth, which made tasks like invoice dispute resolution and ensuring consistent Aftermarket service quality slow and error-prone.

Using Appian, Flowserve unified data and processes into a single interface that connects all ERP systems and supports apps for invoice disputes and aftermarket services (including mobile photo capture and workflows). The platform virtually eliminated email-based collaboration, cut average invoice dispute resolution time by 50%, moved a backlog of millions into revenue, and delivered a consistent customer experience across more than 150 service centers.

Flowserve

Achal Augustine

IT Manager for Services and Solutions