Case Study: Target Group achieves regulator‑approved remediation for 80,000+ customers in 2 weeks and >80% faster processing with Appian

Target Group - Customer Case Study

Target Group is a leading UK software and business-process outsourcer for financial services, supporting loans, mortgages, savings, investments and insurance for more than 50 major institutions and managing £24bn across 18 million accounts. Managing the end-to-end customer experience is core to its business; when a large client faced a regulatory remediation for historically promoted products, Target had to rapidly organize a compliant programme to contact and redress more than 80,000 potentially affected customers under strict deadlines.

Target implemented Appian as a single low‑code platform for CRM, front- and back-office operations, integrating Kofax for document imaging, Appian Records for unified customer data, and workload‑balancing across contact centre and back‑office teams. Using this stack, Target delivered a compliant, auditable “pop‑up” remediation solution in two weeks, managing 80,000+ customers and over 400,000 interactions, achieving an >80% reduction in processing time and receiving regulator approval while delivering on time and on budget.

Target Group

Paul McGarrigle

Head of Business Improvement