Execution gaps in manual tasks, claims handling, and self-service reduce customer satisfaction, change that with Process Mining
0%
Reduction
in throughput times
0%
higher
SLA compliance
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
Process Mining 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
read more
Learn More About Process Mining.
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Begin Your Process Mining Implementation
With over 450 process implementations, we know exactly what the crucial parts of a successful Process Mining initiative are
Daniel Bitsch
Senior Data Scientist
