ROBOYO X GLAS
GLAS prides itself on the high standard of customer service they offer. As part of a drive for continuous improvement, GLAS wanted to go one step further and better track and improve the richness of its customer data.
Roboyo developed a low-code, agile platform using Appian powered technology which enabled them to drill deeper into who their clients were, where they were and what products GLAS serves them.
In just 12 months, 38 applications were developed resulting in significant efficiency increases, cost savings and data-driven customer insights for GLAS.
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.
Roboyo delivered 38 Appian-powered applications in 12 months.
GLAS now has the benefit of an end-to-end system that stores and reports on all client touchpoints.
Valuable insights for informed and objective decision making.
“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.
The teams within GLAS were seeking to consolidate customer data on a single global platform, then leverage this data to further enhance their exceptional customer service.
The teams organized 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.
Roboyo’s innovative solution was designed 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.
The case management application was designed to manage the workflow between teams and to provide a data model effectively linking clients and transactions using Appian records.
Over 38 Appian-powered applications were created, ranging from vendor management systems to apps built to help navigate the challenges of remote working.
Being able to capture corporate information and have one unified system of truth has revolutionised how GLAS deliver their services.
Roboyo’s end-to-end system stores and reports on all client touchpoints, which has enabled GLAS to record new transaction data over the duration of the onboarding process.
Speed of execution is incredibly important to GLAS, and a particular feature of the solution addresses this. It can accelerate know your customer checks (KYC) when onboarding new customers – through integrations via API with an LEI Database and Companies House to enable the automatic lookup and completion of customer details.
The overall goals of the project were to manage workflow and control customer information, legal documents, and compliance materials, to facilitate all teams via Roboyo’s workflows, and to retire some of the off-the-shelf products that were causing bottlenecks.
Roboyo was able to deliver all of this and more resulting in significant efficiency increases and cost savings for the business. Not to mention the detailed next level amount of data across all customer touchpoints enabling better decision making and customer outcomes.
“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.”