Healthcare professionals depend on accurate and efficient system communication to support patient care. When diverse resources within a healthcare ecosystem can’t communicate with each other, operational efficiency quickly suffers. It’s never an acceptable outcome, but it becomes even more of a threat when a person’s critical care is at stake.
Prolifics can help. We provide integration solutions that enable effective collaboration for all care providers and entities involved in patient care.
Our Healthcare Integration Kit contains the information you need to provide better service and care.
Innovation is not just a word – it’s a necessity to surviving and achieving in the new normal. How are others How can you? Don’t miss the conversation!
As Gartner defines it: Process Mining is a technique designed to discover, monitor and improve real processes (i.e., not assumed processes) by extracting readily available knowledge from the event logs of information systems.
More simply, Process Mining identifies process inefficiencies by following the digital trail of data through a targeted system.
The concept of Process Mining has been around for several years and has been very popular in Europe. It’s only recently become more popular in the U.S. as sophisticated digital technology solutions make it a better alternative.
How does Process Mining Work?
Process Mining uses your company’s own data to quickly identify inefficiencies, where to improve operations and how to get your desired business outcomes. Your workforce, customers, vendors, and others generate data in the form of digital footprints any time they use your internal systems to perform work. These digital footprints are recorded in ERPs, CRMs, databases, log files, audit tables, Excel documents and other systems and applications. Process Mining follows this digital trail through a system to discover what’s happening and automatically creates a visualization of the process from the data.
As Gartner states: “Process Mining helps you look at your business processes in an unbiased and transparent manner.”
Traditional process mapping is a time-consuming exercise involving many subjective interviews and manual or boxed-software flowcharting, often ending in assumptions on what the problems are and how to fix them. It has no “staying power” once completed.
Process Mining is based on real data – not assumptions or opinions – and is significantly quicker and more accurate than mapping interviews and flowcharting. Because it’s based on data, clearly measurable impacts from changes can be documented. Going forward, Process Mining can become process monitoring – analyzing the targeted process for current performance.
Think of it this way: Process mapping is like asking a lot of people for directions. Process Mining is like using your GPS.
What are the benefits of Process Mining?
As stated above, Process Mining uses your own data to quickly identify inefficiencies, where to improve and how to get to your desired business outcomes. You’ll gain greater insights into how your company runs. Because it’s based on real data, a Process Mining project can guarantee the improvement to the targeted process, and monitor the process going forward. In fact, Process Mining can support your entire digital transformation strategy – it allows you to track and measure whether your digital transformation initiatives are working as planned in day-to-day operations, or if they need to be adjusted.
Where do I use Process Mining?
Process Mining can be applied at any point and level: a process, an operation, or end-to-end through an organization, and applies equally well to any business in any industry. Currently, clients have found Process Mining extremely useful in the following scenarios:
Robotic Process Automation (RPA) – As noted earlier, Process Mining quickly identifies inefficiencies in your processes that cost you time and money – especially those that waste your employees’ talent on tedious, mundane and/or manual tasks (like data entry). RPA can run repetitive, mundane tasks, or bridge previously manual data entry, 24 hours a day quickly with extremely low error rates. It can be scaled as needed to help with seasonal or event-driven changes in volume. You can even add elements of intelligent automation and artificial intelligence to help with decision making. RPA frees your employees up to do more important, value-added work.
The customer journey – Understanding your customer journey will get your entire organization pointed in the same direction, improve your customer experience and give you the insight to outperform your competition. Every day your customers are generating those digital footprints, and Process Mining will show you how those footprints move through your company – visualizing and diagraming the actual digital journey with hard data. This is insight generated by the customers themselves, not your company assumptions. Also, Process Mining continues on as process monitoring – analyzing the customer journey against the procedures or practices you put in place.
Today’s work-from-home – Covid-19 has created a whole new scenario: work from home (WFH) as part of the new normal for the foreseeable future. How have your processes and procedures changed – intentionally or unintentionally – to accommodate all the people now working away from the office? How do you control – or even recognize – these changes? Process Mining shows you what is actually happening based on the employee event data captured in your enterprise systems. Process Mining will diagram the actual (including variations, exceptions, gaps and siloes) against the policies and procedures you want.
Data governance and data privacy – Process Mining shows you how data moves through your organization. This helps you complete privacy and risk assessments, find information siloes and gaps, and assist with your enterprise data strategy. Process Mining can help validate a process audit or compliance procedures by diagraming the actual against a defined standard, best practice or instituted policy. This is extremely useful for data privacy regulation compliance like CCPA and GDPR.
How do I prepare for Process Mining?
Know what you want: Define clear business outcomes and key performance indicators (KPIs) targeting a specific situation, like customer experience, inefficiencies, or data governance. You’ll achieve a better return on investment. As Gartner states: “It is important to link your optimization efforts with the business outcomes you wish to achieve. Include the business outcomes that are relevant to your organization. This can help you to achieve buy-in from the leadership team at every stage. Some major key performance indicators and business outcomes to track include revenue, customers, products and employees.”
Ensure that your target data is clean and in good order, so its use is optimized. Your data may be stored in many different systems or data bases, and maybe it’s incomplete. You need to make sure your data can be extracted and collected. The benefits of Process Mining are directly related to the quality of the information that goes into it. At the most basic level, your Process Mining project data needs three attributes: time stamp, unique case ID, and an activity ID.
Have the right mindset. This may be a new way of doing things for you and your company, and you may have had poor experiences with traditional process mapping. Put that all aside and implement and leverage Process Mining without any human biases or assumptions – let the actual data tell the story.
Examples of Process Mining in action
Here are summaries of some case studies compiled through Gartner:
Consumer Goods – process inefficiencies
Process Mining project included:
Analyze and visualize carton movements throughout five production plants and a central cold store
Analyze the carton movements from in-feeding plants to central cold storage
Identify primary and preferred process flows
Identify and compare variants and associated flows
Identify re-loops and bottlenecks and quantify the effect on target efficiencies
Identify process inefficiencies and opportunities for change
Financial – Insurance Claims
The scope of the project was to analyze the claims submitted in case of water leakage in private or business buildings. The objective was to find measurable areas of improvement and anomalies inside the process. Different behaviors inside the process were isolated and different process dimensions were analyzed. A comparison between different regions was also performed. As a result, the company was able to find emerging best practices both process-wise and organization-wise. The company was able to define key performance indicators (KPIs) for measuring the process health and to set up improvement initiatives.
Financial – repetitive tasks and RPA
The company conducted a data-derived performance analysis through Process Mining to identify the costly and repetitive tasks that would be ideal for ideal for robotic process automation (RPA). Thereafter, Process Mining was used to monitor whether the optimal outcome was reached.
Financial – car accident claims
The project analyzed submitted car accident claims. The objective was to find measurable areas of improvement and anomalies inside the process. Process Mining isolated different behaviors inside the process and analyzed different process dimensions (e.g. different kinds of settlement, geographic partitioning of claims, compliance with regulatory deadlines, etc.). A comparison between different regions was also performed. As a result, the company found emerging best practices for both the process and the organization. Hot spots inside of the process were identified and addressed with specific initiatives and change requests.
Financial – customer onboarding
The scope of the project was to analyze the customer onboarding process across four countries. Strong differences in performance across these countries had been previously observed. The main goal of this project was to determine which steps or pathways of the process were determining these differences in performance. Process Mining of the entire process and variant analysis with filtering, side-by-side comparison, and multi-log animations allowed the company to find specific pathways that explained lower performance in some countries.
Financial – customer journey
The project looked at the car policy renewal customer journey. It analyzed the full process after a car insurance policy has run out and what actions lead to highest probability rates for renewal from customers, identifying factors such as individual customer groups characteristics on probability and increase in scope or size of the policy.
Financial – forex process
The scope of the project was to discover and analyze the paths of different forex exchange deals at the client. Data was extracted from different systems and aggregated into a single event log (each deal can embrace several systems). Next, different variants of a deal where segregated based on logical drivers (e.g. type of deal, broker/no broker) and performance driver (e.g. average number of activities, or average cycle time). The variants were then used as input for variant analysis in order to identify root causes for deviations.
Financial – loan approval
The project measured processing time for loan applications, resulting in the creation of a dashboard for monitoring process performance.
Financial – loan documents
Non-post and branch validation processes detected inefficiencies and potential savings – up to 60%. Funding and onboarding processes: detected inefficiencies and potential savings – up to 40%. Documents production process (HELOC processes) – list of data fields transferred between applications – time wasted on transferring data fields between applications – detected inefficiencies and potential savings – up to 33%.
Financial – process improvement
Process Mining replaced staff interviews with automated capture of the employee activities in real-time, producing the end-to-end process visualizations and measurements. Results: 88% time savings for process analysis improvement work.
Healthcare – medication and supplies tracking
There were several different departments (specialties) and each department had a dedicated pharmacy at the hospital building. Process Mining was applied to identify how medications and supplies were transferred between pharmacies, how restricted medication were handled, and what were the purchasing optimization opportunities that could drive cost reduction and patient care improvement.
Healthcare – invoice verification
Process Mining helped gain a deeper understanding of process challenges and deviations and identify opportunities for process automation. Results: Saved 900 man-hours per year through process automation; identified the cause for 97% of process deviations; revealed over 1,000 internal violations of the service level agreement; achieved higher degree of standardization
Industrial – supplier payments
The company’s main objective is to ensure that suppliers are paid within a reasonable period based on regulations, otherwise high penalties are due. The company looked to identify where payment time is lost and processes with low automation. They used Process Mining to discover process violations in accounts payables, discover non-compliant process behaviors using a conformance check, and monitor payment related issues with a defined set of key performance indicators (KPIs).
Industrial – customer journey
Process Mining obtained a clear visualization of the journey of the customer. Looking into the visualization, a new product development process was discovered. Instead of only producing a sample, in the new product development process pieces needed to be designed, produced and delivered quickly. By shifting priorities, the company was able to produce customer samples quicker without impacting the regular production lead times. This allows the company to grow their business, while keeping up the delivery performance for their existing customers.
Industrial – credit and collections
Gained a competitive advantage by automating and optimizing the process beyond the capabilities of the established process management systems. Result: saved more than 100,000 Euros and 1,600 man-hours per year on extra manual work; reduced execution times and idle periods in the process by up to 80%; identified compliance risks in over 70% of all cases
Manufacturing – maintenance and repairs
A machine recovery is a procedure of tests and calibrations to get a machine back up and running after repairs or maintenance. The ideal recovery was described by a procedure containing a sequence of 140 steps. The company used Process Mining to compare the recoveries with the procedure to identify the key deviations. In this way they were able to find steps that are not part of the expected recovery procedure and improve the process.
Manufacturing – equipment usage
The case study shows how Process Mining can be used to analyze the system usage of an MRI machine. It helps to understand how the customer (the physician) uses the MRI system, and how its behavior deviates from the expected (and designed) behavior.
Telecommunications – RPA initiatives
The company began an RPA initiative to improve service quality and customer journey and added Process Mining to their automation strategy to verify operational tasks that could be automated and rank them by ROI. Use cases include service desk, customer interactions (tickets from different sources), remote troubleshooting, field services and operators/workforce advisors.
Telecommunications – customer journey/automation
The company’s the main customer service portal – an interactive voice response (IVR) system – had more than 500,000 daily calls, with most of them being forwarded from the automated system to the employee-manned call center. Process Mining visualized the customer journey and the improvement opportunities to increase customer satisfaction with the IVR and reduce human interaction to the more complex exceptions.
Telecommunications – potential fraud
The company used Process Mining to understand the SIM card activation process and investigate internal stores and partner vendors for patterns that could indicate fraudulent behavior.
Telecommunications – debt collection
The company conducted a general investigation of the debt collection process, identifying customer payment habits and factors driving successful debt collection.
Our extensive experience in banking and finance, healthcare, insurance, mortgage, public sector, retail and distribution allows us to bring our industry know-how to your specific process analysis.
You’ll see a quicker outcome – on average about three weeks – while keeping costs in check.
Our expertise in hyperautomation and artificial intelligence can help you solve issues that processing Mining finds.
You’ll have a “one-stop-shop” with our integrated offering of infrastructure, security and testing, along with our automation.
Because it’s based on real data, a Prolifics’ Process Mining project can guarantee the improvement to the targeted process.
Talk with us
The “New Normal” is here. You have a vision – don’t let your technology slow you down. Our Process Mining solutions and experience will get you there. Sit down with us – let’s talk about your challenges, review and reevaluate your plans and get you started where it makes the most sense. Vision to Value. Faster. It’s not just our tagline, it’s what drives us. It’s how we deliver solutions and services. It’s our commitment to you – and it’s needed today more than ever. Visit www.prolifics.com or email solutions@prolifics.com.
For a larger conversation about Process Mining, watchInnovation Sandbox Episode # – Process Mining with Anant Gupta, Global Head of Digital Automation and Cloud Solutions with Prolifics.
Entity Resolution (ER) is an important tool used to address data issues, from the most serious – stopping international fraud – to the most basic – finding duplicate names in your customer list. Now, advancements in artificial intelligence and automation for ER make it more useful and valuable than ever.
What is Entity Resolution
Entity resolution is the analysis of multiple “entities,” which includes people, places, events and objects/assets, to determine how those items are – or are not – linked. The power of ER is to look at non-obvious connections within a data set and make those connections obvious. Jeff Jonas, CEO of Senzing, an artificial intelligence (AI) company focused on ER, puts it in simpler terms: “ER determines who is who and who is related to who in data.”
As a simple example from Senzing, here are different entity profiles housed in a company.
Different entity profiles housed in a company.
In this scenario, there could be anywhere from one to five separate entities. Entity resolution is important because it tries to create a single version of the “truth” for any given entity that the business deals with. Senzing Entity Resolution software uses “entity-centric learning,” a form of artificial intelligence, to make new judgments – and change previous resolutions – in real time, based on new information coming in or leaving.
Three major uses for ER
Fraud – Bad guys are continually trying to get away with things, and they’re becoming more and more sophisticated with multiple false or misleading identities and the type of transactions they try to carry out. Most larger companies have fraud alerts, but what they don’t have is the time or manpower to analyze every alert, let alone find otherwise non-obvious connections with other data. ER software can be programmed for automatic entity resolution based on the number and types of attributes linked. The ER system then runs mock scenarios to see how outcomes would change under the resolution – helping to indicate if and where the fraud exists.
Data governance – Companies want clean, understandable data for a host of analytical purposes. For many types or organizations, the largest amount of data relates to customers. Customer data is often duplicated across and within many systems: transaction history, credit card info, loyalty programs and so on. ER gives companies a big step toward clean data and greater insight when it comes to “know your customer” (KYC). This makes for much more efficient and successful sales and marketing campaigns as well as generating a better overall customer experience. ER has the added benefit of saving money on data storage costs by eliminating multiple duplicate records.
CCPA/GDPR – California’s Consumer Privacy Act (CCPA) and EU’s General Data Protection Regulation (GDPR) and laws like them give individuals a level of control over how companies use their collected data. This includes what’s generally referred to as the “right to be forgotten” – having a company delete the requestor’s information as mandated by the applicable law. Hefty fines can be imposed for non-compliance. ER takes the request form and compares it against the company’s databases to connect related information into one record, which can then be deleted, all while providing an audit trail.
Other uses include ensuring regulatory compliance, applicant and vendor screening, and modernizing record and registration systems.
How Prolifics can help
Prolifics has joined forces with Senzing to further Jeff Jonas’ goal of making high quality ER available to mainstream companies. Senzing offers a plug-and-play, real-time AI for ER desktop app and a more advanced API version for developers. Senzing’s ER is a type of middleware. Prolifics can provide the data solutions and services to prepare your data for ER, and the services and solutions to get the desired operational outcomes implemented after entity resolution. You don’t need a million-dollar-plus budget, expensive ER experts, or a large number of IT resources to deploy Senzing ER. Connect with Prolifics at solutions@prolifics.com.
Federal Government Health and Human Services mandates to drive open access to data across the healthcare ecosystem are making HL7’s FHIR® mandatory for healthcare data interchange in 2021 and beyond. This brochure explains how Quick FHIR® helps bring existing healthcare systems into compliance with this important mandate.
The Bad Boys of Blockchain – IBM’s Jason Kelley and Prolifics’ Greg Hodgkinson – discuss Blockchain and its applications in today’s business environment. You’ll also hear about Jason’s journey from US Army Airborne Ranger to the Global Blockchain expert with IBM.
Process Mining and the New Working-From-Home Normal
The pandemic has made a lot of things the New Normal. One of them is having a remote workforce, also known as working from home (WFH). How are processes and procedures changing to accommodate people working remotely? How do you control – or even know about – the changes that may be happening ad hoc or even unintentionally throughout your organization? Process Mining may be the key.
Working from home (WFH) is part of the New Normal
Salesforce Research offers a “Snapshot Research Series – Insights on How Consumers and the Workforce are Navigating Change.” In its “Future of Work” section (filtered for US responses only), we find these interesting responses from worker surveys in early May and mid-June:
67% agree with the statement “The pandemic will permanently change the nature of work.”
42% agree, with only 8% disagreeing, with the statement “Expect employer to reassess long-term remote work policy.”
For “most appealing work scenario,” 73% would want a home or split home/office scenario.
43% – Work from home full-time
30% – Split between home and workplace
27% – Work from workplace full-time
In its May survey titled “Navigating Covid-19, Returning to the Workplace,” the Society for Human Resource Management (SHRM) found that 68% of organizations report that they “probably or definitely” will adopt broader or more flexible work from home policies for all workers.
How will WFH affect processes and procedures?
It may be too early to tell – there are a lot of ad hoc situations going on for processes and procedures to accommodate people working remotely. But there are those giving thought to it.
“Some processes will be easier to move to remote working than others, so it’s important to firstly identify and thoroughly understand how all of your processes operate. You should establish:
Which processes are critical and/or high-risk?
Are there any processes that require someone’s physical presence to complete? This includes any processes to maintain your IT infrastructure.
Have you locked any systems down so they can only be accessed from the office, or only from specific named IP addresses?
Do you have any paper-based processes or processes that cannot be easily moved online?
It is much easier to get a handle on this if you have comprehensive, up-to-date process and data flow maps. If you don’t, I would suggest you begin by identifying and mapping your critical and high-risk processes – these are the ones where any problems will cause the biggest impact.”
Unfortunately, most companies did not have the luxury to do this as lockdowns and quarantines came down pretty quickly and organizations had to scramble with a sudden WFH staff. So, as the New Normal progresses, what’s the best way to get “comprehensive, up-to-date process and data flow maps?” In our view it’s through Process Mining.
What is process mining and how does it work?
Process mining identifies how a process works by following the digital trail of data through the targeted system. Every day you have employees, customers, vendors and others generate a digital footprint when they utilize your company systems. These digital footprints get captured in these systems, such as ERPs, CRMs, application databases, log files, audit tables, Excel documents and many others. Process mining uses these digital footprints to create visualizations and analysis charts for the process.
Many of you may be familiar – unfortunately too familiar – with process mapping and its interviews and flowcharting. Process mining is significantly quicker and more accurate than traditional process mapping. Think of it this way: Process mapping is like asking a lot of people for directions. Process mining is like using your GPS.
Process mining discovers what is actually happening based on the event data captured in enterprise systems. – which is probably now different from what was happening pre-pandemic. Process Mining shows you how data moves through your organization – diagraming the actual (including variations, exceptions, gaps and siloes) against what you want: an instituted policy or procedure; defined standard; or best practice. Don’t take the chance of thinking you know what’s happening in the New Normal – Process Mining will let you know exactly what’s happening.
Prolifics can help.
The “New Normal” is here. You have a vision – don’t let your technology slow you down. Our Process Mining solutions and experience will get you there. Sit down with us – let’s talk about your challenges, review and reevaluate your plans and get you started where it makes the most sense. Vision to Value. Faster. It’s not just our tagline, it’s what drives us. It’s how we deliver solutions and services. It’s our commitment to you – and it’s needed today more than ever. Visit www.prolifics.com or email solutions@prolifics.com.
Together, Process Mining and RPA Can Create Quick Wins
Sometimes two seemingly unrelated technologies dovetail so perfectly that they offer a slam dunk benefit. In this case these two technologies provide cost savings, greater efficiencies, and a better utilized workforce. Read on to see how Process Mining with Robotic Process Automation (RPA) will give you a quick win return on your investment.
You say I’m wasting time and money – and I don’t even know it?
Yes. There are most certainly areas in your organization where you’re wasting your employees’ talent on tedious, mundane tasks, costing you time and money. These tasks may be so ingrained in your operations no one thinks to question them – even the people doing them. They may be so hidden in corners of your processes and procedures that your managers have long forgotten they exist. You don’t think so, you say? Not in your company? What about those revenue reports that need to be rekeyed manually by your reps because that one office isn’t connected to the home office? You’ve been doing that for years! What about the HR administrator who has to go through online records because an employee left a line blank on a payroll screen? What about your loan officer opening countless emails to assemble the info for a loan application?
Isn’t that just part of any job?
It doesn’t have to be. With this type of work, employees become frustrated, bored and distracted. This means more mistakes and less productivity, as well as churn – meaning more hiring and training expenses. And nothing happens in isolation. There’s always a ripple effect to more costs and less productivity, no matter where it starts in an organization.
Okay, so how do I find out where these productivity-killing tasks are happening?
Well, you could do it the old-fashioned way – process mapping. You talk to your employees – there’s a lot of talking – starting with the higher levels and working your way down. You’re trying to understand what people are telling you about how they think certain tasks are done, how long they take, and what happens next. Maybe they’re telling you different things based on their subjective experiences, and perhaps they’re getting defensive about it. Then you get a white board and markers, or a box software program, and try to flowchart out what everybody has told you. Then assuming that’s right, you try to figure out where the problems are and take steps that will hopefully correct it… if everyone agrees. It takes a lot of time.
Ugh. Mapping sounds awful. But I bet you’re going to tell me there’s a better way, right?
Yep. That better way is Process Mining. If process mapping is like asking a lot of people for directions, then Process Mining is like using your GPS. Process mining discovers what is actually happening in a process by following the digital trail of data through the system. Every day your employees (as well as customers, vendors and others) generate a digital footprint when they utilize your company systems. These digital footprints get captured in these systems, such as ERPs, CRMs, application databases, log files, audit tables, Excel documents and many others. Process Mining shows you how data moves through your organization – visualizing and diagraming the actual flow, including variations, exceptions, gaps and siloes. Process Mining will let you know exactly what’s happening by using hard data – it’s not an opinion from an interview. Process Mining quickly identifies inefficiencies, where to improve and how to get to your desired business outcomes. You can now make changes with confidence – comparing what you currently have to what you want: a new policy or procedure; defined standard; or best practice.
So, I’ve found these mundane, repetitive tasks, and manual gaps, through Process Mining. Now what?
This is where robotic process automation (RPA) comes into play. Advances in RPA have made it easier, quicker and cheaper to rollout with reduced risk. It’s quick – often going from “ideation to operationalization” in three to four weeks. RPA can run repetitive, mundane tasks, or bridge previously manual data entry, 24 hours a day quickly with an extremely low error rate. Once programmed, it never needs a refresher course, and updates or changes are implemented easily – without additional training costs. It can be scaled as needed to help with seasonal or event-driven changes in volume. You can even add elements of intelligent automation, artificial intelligence and machine learning (AI/ML) to help with decision making and data analytics.
Won’t my people freak out if I suggest RPA?
RPA is not intended to replace employees – not even lower level workers. It’s meant to free up those employees for more important work. They’ll be happy that the boring part of their job is gone.
Prolifics can help.
The “New Normal” is here. You have a vision – don’t let your processes slow you down. Our Process Mining solutions and experience will get you there. Sit down with us – let’s talk about your challenges, review and reevaluate your plans and get you started where it makes the most sense. If RPA can help, we’ll recommend a solution from our catalog of digital workers. If you want to go further, we’ll jump start the automation solution, including deploying and customizing as needed for your environment.
Vision to Value. Faster. It’s not just our tagline, it’s what drives us. It’s how we deliver solutions and services. It’s our commitment to you – and it’s needed today more than ever. Visit www.prolifics.com or email solutions@prolifics.com.
Use Process Mining to Supercharge Your Customer Journey Mapping
A good customer journey mapping will give you a leg up on your competition. But the mapping usually falls short because it’s hard to nail down your customers’ interactions. Process mining can save the day.
“The customer journey is the complete sum of experiences that customers go through when interacting with your company and brand. Instead of looking at just a part of a transaction or experience, the customer journey documents the full experience of being a customer.”
“Eighty-two percent of organizations have created a customer journey map, but only 47 percent are using those maps effectively. Despite putting hours or days into the plans, working with cross-functional partners, digging into the data and learning more about the customers, nearly half of those organizations are not seeing a return on their time investment.”
In examining why mapping fails, contributors agree on a number of things, one of them being lack of true customer input:
Sometimes we fall into the trap of believing we know more about our customers than we actually do and we don’t do enough external research.
Many Journey Maps are created from the wrong perspective. That is an ‘inside-out’ perspective, or ‘what do we do along the customer journey.’ But this will never unearth the information you need to know.
Basing your (customer journey mapping) on imagination and assumption (rather than customer validation.
Not including customers… we continually run across these maps that were done by talking to internal employees only.
Process Mining can take your customer journey mapping to the next level.
Process Mining uses your data to quickly identify what you’re looking for and get you to your desired business outcomes. Every day your customers generate a digital footprint when they interact with your company systems. These digital footprints get captured in these systems, such as ERPs, CRMs, application databases, log files, audit tables, Excel documents and many others.
Process Mining shows you how your customers’ data moves through your organization – visualizing and diagraming the actual flow, including variations, exceptions, gaps and siloes. Process Mining will let you know exactly what’s happening by using hard data – it’s true customer input generated by the customers themselves, not an opinion from an interview or survey.
You’ll generate fact-based customer journey maps, gaining greater insights and understanding of your customers’ digital interactions, thereby helping to create a better customer experience.
And, unlike other static parts of customer journey mapping, process mining goes forward to become process monitoring – analyzing the process for current performance against the new customer policies, procedures, standards or best practices you put in place.
Prolifics can help.
The “New Normal” is here. You have a vision – don’t let your customers down. Our Process Mining solutions and experience will get you there. Sit down with us – let’s talk about your challenges, review and reevaluate your customer journey plans and get you started where it makes the most sense.
Vision to Value. Faster. It’s not just our tagline, it’s what drives us. It’s how we deliver solutions and services. It’s our commitment to you – and it’s needed today more than ever. Visit www.prolifics.com or email solutions@prolifics.com.
