Story
Appian
Norfolk SouthernAppian at Norfolk Southern: Repetitive Desktop Work
Norfolk Southern, an industrials organization in the United States, uses Appian AI from Appian to support back-office automation for operations analysts.
Value results
| Category | Value result |
|---|---|
| Capability | Operations analysts work from the same Appian AI record for repetitive desktop work |
| Capability | Repetitive desktop work can be reviewed without waiting on a personal export |
| Capability | Named workflow replaces ad hoc routing for repetitive desktop work |
Story
Norfolk Southern grew repetitive desktop work faster than the local tools around it. From the United States, industrials teams still had to serve customers and internal partners who expected a straight answer. Operations analysts were the ones stitching the picture together by hand.
Rolling out Appian AI put back-office automation on Appian. Appian is a process automation platform that combines low-code apps, data fabric, and robotic automation for operations teams. Norfolk Southern keeps the product in the path where work already happens, so operations analysts do not context-switch into a graveyard system used only for audits.
The visible result is steadier back-office automation. Repetitive desktop work is easier to inspect, and adjacent groups can join operations analysts without a guided tour of someone's desktop.
