Case Study: Multi-National Pharmaceutical Company achieves 25% faster IT request processing and $1.27M annual savings with Appian

Multi-National Pharmaceutical Company - Customer Case Study

A multi-national pharmaceutical company whose IT organization supports over 1,300 applications, 1,100 websites and more than 800 concurrent engagements faced thousands of annual requests for new applications, upgrades and modifications. A patchwork of legacy systems made request management slow and inconsistent, and the IT group needed to improve internal customer service, accelerate delivery and maintain tighter quality control.

Using the Appian platform, the IT team built an IT Request Management application that unified intake through delivery and maintenance on a single platform, streamlining demand intake, SOW creation and approval, data validation and role-based access. The solution reduced end-to-end cycle time by 25% and delivered $451,000 in annual direct cost savings plus an additional $821,000 in annual time savings.