Case Study: KONE Corp achieves streamlined operations and faster customer service with Appian

How KONE uses Appian low-code to bring people, processes, and data together in an app that optimizes both customer-facing and internal workflows

KONE, a global leader in people flow with 500,000 customers across 60 countries and more than 60,000 employees, faced inefficiencies from siloed information, process variation, and a lack of real-time visibility. To modernize operations and harmonize processes, KONE identified Intelligent Process Automation (IPA) as a strategic enabler to connect people, systems, and data.

KONE deployed Appian’s low-code automation platform (moved to the cloud in 2019) to orchestrate tasks, extract data from source systems, and combine BPM, machine learning, and RPA into apps like the Engineering Workflow Application. The solution connected 4,500 users, processes over one million service requests a year, and delivered faster customer responses, greater operational visibility, freed capacity for higher-value work, and more responsive, aligned internal teams.

KONE Corp

Lulu Zhang

Head of Digital Enabling Technologies