Case Study: Melbourne Airport achieves operational agility and streamlined cross‑department case management with Appian

Melbourne Airport - Customer Case Study

Melbourne Airport, the primary airport for the city and the second‑busiest in Australia on a heavily trafficked Melbourne–Sydney route, needed a single, efficient platform to unify case‑management style work across departments. The airport sought a modernized approach that combined process automation, data management, mobility and social collaboration to accelerate awareness and responsive action and replace fragmented, paper‑based processes.

Using the Appian Platform, Melbourne Airport built an intuitive Business Process Management System that replaces paper workflows with mobile process automation and native apps. Initial deployments—Airside Safety Inspections, Live Incident Management, and Customer Feedback—improved policy enforcement, cross‑departmental agility, and data access, enabling faster, better decision‑making and more effective employee and customer engagement.

Melbourne Airport

Anna Gikovski

Process Improvement Manager