The teams within GLAS were seeking to consolidate their customer data on a single global platform, then leverage this data to further enhance their exceptional customer service. The key objective was to better track and improve the richness of its data in terms of its customers. Ultimately the aim was to deliver a rapid and user-friendly answer to the question: “Who and where are our clients, and what do we do for them?”
Our client: GLAS (Global Loan Agency Services Ltd) was established in 2011 as an independent provider of debt administration services. Headquartered in London with offices across the world, they offer a wide range of administration services developed specifically for the debt market.
“Appian is now part of the GLAS vocabulary. ‘Can Appian do that?’ is the first question asked when an idea is being considered.”
Stuart Draper, Chief Operating Officer, Glas.
Consolidating their customer data on a single global platform, then leverage this data.
The teams organised themselves using traditional software tools to manage the technical challenges of their service offering – however, as a high-growth company rapidly expanding its global footprint, an alternative solution was required to continue building the foundation for scalable digital transformation.
GLAS partnered with Roboyo to create a solution to address “who and where their customers are, and what do we do for them?”
The solution sought to unify both teams and data, so that the company’s transactions could be managed more effectively. Roboyo provided a single point of reference to understand how GLAS interacts with a given client, enabling more efficient onboarding as well as reporting on a client’s transactions and compliance checks in a single application.
An application that provides a single view of the customer.
We provided a case management application using Appian, designed to manage the workflow between teams and to provide a data model effectively linking clients and transactions using Appian records. With Appian in place, GLAS has the benefits of an end-to-end system that stores and reports on all client touchpoints. This has enabled GLAS to record new transactions data over the duration of the onboarding process.
The Appian platform has been extremely well received within GLAS. To date, over 38 Appian-powered applications have been created. These range from vendor management systems to apps built to help navigate the challenges of remote working.
Speed of execution is incredibly important to GLAS and a particular feature of the solution was to accelerate ‘know your customer’ checks (KYC) when onboarding new customers or clients – through integrations via API with an LEI Database and Companies House enable the automatic lookup and completion of client details.
Being able to capture corporate information and have one unified system of truth has revolutionised how GLAS deliver their services.
“The differentiation I found with Roboyo is that they formed a real partnership with me and the company. Their developers have significant experience and we had access to senior members of the team from the beginning. They were also very honest and took the time to understand the business and the industry we operate in. The results have been fantastic.”