Business Process Automation with low-code solution: a case study using Appian platform

Business Process Automation (BPA) streamlines process implementation and workflows involving numerous applications by connecting process design and integration services. BPA is part of the digital transformations that companies are facing today. Due to the popularity of the topic, many solutions and strategies are available on the market, therefore choosing the best one is not an easy task. Low-code/no-code (LCNC) platforms can accelerate the development of digital solutions even for non-technical users, and Appian is noted for its versatility and easy integration with complex corporate processes. This thesis examines the role of Appian in the development of an application for automated management of access to a business canteen, with an emphasis on user management and system performance as measured by Key Performance Indicators (KPIs). The purpose of this thesis is to show the effectiveness of an Appian solution for automating canteen access processes, reducing human management, and increasing control through real-time reporting, as well as to determine the impact of automation on process execution time, error reduction, and overall system reliability. The application automates operations such as requesting digital meals, substitution declaration, and managing punches pending. The application's primary pages (Home, Record List, Report, Admin Panel) and the user roles (Admin, HR, Supplier, Employee) were examined. The analysis was completed through the identification and monitoring of specific KPIs, such as reliability, efficiency, average execution time, and maximum execution time. Data were collected in the system using Appian modules. The results show that automation has significantly reduced the manual workload and improved performance. The system can handle over 140,000 punches per month with an error rate lower than 1% which is primarily due to HR errors in specific circumstances. The system is highly efficient, 83% of operations are automated, resulting in a 97% reduction in manual handling of punches pending. Furthermore, the implementation of the digital meal request resulted in a 91,7% decrease in average execution time as compared to the manual replacement declaration. The payroll process, which takes 60 minutes manually, is now completed in 1 minute. The worst-case execution time recorded for the most critical procedures has a range from 2h to 3h but they are still manageable. The platform also enables high levels of compatibility with external systems (IAM, SAP, punching terminals) and encourages transparency in communication with suppliers through real-time reporting. Finally, the results demonstrate how the use of Appian has improved corporate performance by enabling a transparent and efficient approach to time-tracking management.