Case Study: Multi-National Pharmaceutical Company achieves faster IT delivery and greater operational efficiency with Appian

How can we maintain organizational excellence when there are thousands of outstanding IT requests at any one time

Multi-National Pharmaceutical Company’s IT organization faced thousands of requests at any given time while supporting more than 1,300 applications and 1,100 websites across a global workforce. Its patchwork of legacy systems made IT operations complex, slowing response times and making it harder to maintain quality and customer service. Appian was brought in to help modernize IT request management.

Appian implemented a single platform to manage requests from intake through delivery and maintenance, streamlining demand intake, SOW creation and approval, and adding real-time dashboards, notifications, and business-rule controls. The result was $451,000 in annual direct cost savings, $821,000 in annual time savings for delivery managers, and a 25% reduction in average cycle time, along with better visibility, reporting, and standardized processes company-wide.