Process Automation and Forms Digitisation, implementation of organisational wide processes rather than use of COTS.
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Fast to build simple to medium complexity solutions
What is our primary use case?
How has it helped my organization?
Appian was not selected by any of the organisations I've worked with to date for production use.
What is most valuable?
Form building capabilities and well thought out process modelling are key points to this product.
What needs improvement?
Support for complex models really needs significant improvement
Flexibility in the architecture is not there
Management or reusable assets is extremely limited and poorly designed
Business rules are not aligned to industry best practices
Authoring tool slow to use resulted in limitations on how quickly solutions can be built
Integration to devops (such as automated testing, ci/cd etc needs work)
For how long have I used the solution?
Trial/evaluations only.
What do I think about the scalability of the solution?
This product is targeted to mid size companies and not highly scalable complex processes.
How are customer service and support?
Customer Service:
Average, although a small responsive team Appian has been fast growing stretching their ability to service customer needs.
Technical Support:
Reasonable, stronger than say IBM or Oracle technical support but it is still critical to engage in a full POC activity with this product to ensure it fits your needs before proceeding with an implementation. The closed nature of the platform means there is limited to no help outside of that technical support team which is already stretched based on the ever increasing customer base.
Which solution did I use previously and why did I switch?
leveraging IBM engine on other jobs with the Blueworks Live for developing processes with business.
What other advice do I have?
Compare this product closely to open source options, IBM and Pega. For simple solutions using simple models Appian may be sufficient and would provide better ROI than investing in building a team to support a more complex tool but for complex models I'd look for a stronger tool-set.
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