Case Study: United Matbouli Group achieves digital transformation and operational excellence with Appian

How United Matbouli Group transformed their customer service and supply chain operations with the Appian platform

United Matbouli Group (UMG), founded in 1982 in Jeddah, is one of the region’s largest home appliance and consumer electronics distributors and the sole Samsung distributor in Saudi Arabia, operating 30+ stores, 20+ service centers, 500 resellers and ~1,300 employees. Rapid growth left UMG with fragmented, heavily customized ERPs, SharePoint workflows and point solutions that reduced transparency, slowed work, increased re‑entry errors and made standardization and mobile access difficult—so the company needed a faster, more integrated way to digitize processes without heavy development overhead.

UMG selected Appian’s low‑code BPM platform after a proof‑of‑concept and deployed Product Returns and Supply Chain Procurement in four months, then built a Center of Excellence and expanded to Customer Case Management, a Technician mobile app and 40+ processes across 14 departments. Appian unified multiple ERPs and systems into a single, mobile‑ready UI used by 600+ employees (63% on mobile), cutting case creation time by 50%, reducing average call time from 5 to 3 minutes and accelerating issue resolution by 300%, while improving visibility and reducing errors.

United Matbouli Group

Fahad Al-Zomaia

Chief Executive Officer