Case Study: Leading Construction & Property Group achieves enhanced customer experience and streamlined support with HCL (Appian BPM & OSB)

Construction Company - Customer Case Study

The customer, a leading property group and construction client, engaged HCL to handle integration on Oracle Service Bus (OSB) and to implement HR and financial processes plus an enterprise inbox on Appian BPM. Facing runtime issues, multiple rule versions, a need to enhance user experience, adopt Tempo-based social UI and enable mobile access for processes, the client sought to migrate from Appian 6.0.1 to 6.7 and strengthen production support.

HCL migrated the platform to Appian 6.7, implemented structured and unstructured processes (HR shared services, financials, Capex, travel), built a non-intrusive enterprise inbox with SSO and a user-centric UI, and provided L2/L3 support for 20+ production processes supporting ~3,000 users globally (concurrent ~50). As a result, HCL improved overall customer experience, streamlined support ticket handling (typical weekly volume ~20), and consolidated multiple applications onto a single Appian BPM version.