Services

Customer Service

Execution gaps in manual tasks, claims handling, and self-service reduce customer satisfaction, change that with Process Mining

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0%
Reduction

in throughput times

0%
higher

SLA compliance


Young business negotiators shaking hands with partners after closing a deal in a modern office building

Achieve Process Excellence in Customer Service

Time is everything. Use smart machine learning models to predict the resolution time of incidents and proactively reprioritize to avoid missing SLAs. Intelligently update knowledge bases that are causing customers to drop off. Lower your resolution times, increase the efficiency of your self-service options, and eventually boost your net promoter score with Processand. Process Mining ensures that all your customers are happy customers.

How we help

Keep your customers happy by utilizing Processand’s cross-functional expertise

Processand Use Cases

Swipe for processes

Customer Service Management
Claims Handling

Service Performance

inefficiency / challenge

  • In a sales process with several involved partners, it is hard to keep full process transparency and measure the end-to-end process performance.
  • Sales organizations are keen on gathering data on each customer touchpoint across several partners, however it is hard to evaluate data quality and enforce SLAs.​ ​

solution and targeted outcome

  • Measure your end-to-end delivery and installation process performance (throughput times, returns, rejections, dropout rate in sales process etc.).
  • Measure process performance for various logistics and service partners allowing you to enforce SLAs and ensure that service providers give feedback with proper data quality.
  • Build on this analysis with alerting and automation out of Celonis. ​ ​ ​

business objectives

  • Customer Satisfaction
  • Reduce Error Rate
  • Data Quality​ ​

core KPIs

  • Throughput Times
  • Cancelation Rates
  • Rejections Rates
  • Return Rates​

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Throughput Times

inefficiency / challenge

  • For efficient handling of claims it is vital that they are handled in time for customer satisfaction

solution and targeted outcome

  • With this overview it is easy to pinpoint long-running cases and investigate them deeper

business objectives

  • Labor Costs

core KPIs

  • Time for Claim Creation
  • Time for Claim Processing

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Processing Times

inefficiency / challenge

  • Measuring Labor Times by checking how much time was spent on a single step in the claims process.
  • A technical challenge for this is that you require start and end time for each activity.

solution and targeted outcome

  • With this overview, it is easy to pinpoint cases with high processing time and investigate them deeper.
  • Of special interest is how efficient the creation of the single claim is.

business objectives

  • Labor Costs

core KPIs

  • Processing Time for Claim Creation
  • Processing Time for Claim Processing

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Learn More About Process Mining.

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Begin Your Process Mining Implementation

With over 350 process implementations, we know exactly what the crucial parts of a successful Process Mining initiative are

Jakub Dvořák

Data Science Team Lead

Data processing

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