To demonstrate the effectiveness of process mining and some of the process mining use cases, let’s take a look at an insurance company whose end-to-end claims process was a huge inefficiency and cost for the company. Process mining was used to:

• Rout around 300,000 claims, identifying steps in the process that had the longest lead times and most variation and why
• Uncover that a combination of manual data processing, handling various documents and managing multiple hand-offs between third parties during the claim’s assessment was adding operating costs whilst also impacting the customer experience negatively
• Provide a rich map of the end-to-end claims process, with insights on pain-points and opportunities for improvement
• Implement a combination of user training, process automation and process improvement initiatives

The result was an astounding 43% improvement in cycle times and over 1200 hours of time savings generated each month.

Process Mining Use Cases Across Business Functions

Process mining can be used to improve efficiency across every discipline of business. Listed below are different functions with potential process mining benefits:

Sales

• Increased conversion rate: Converting marketing strategies into sales is critical for companies. With process mining, companies can discover if they have proper strategies for increasing conversion rates. This analysis can also be done by market segment or region for greater impact.
• Identifying root causes of order changes: Customers sometimes change their orders which causes processes to take a longer time. The unclarity of pre-order stages might cause these order changes. Companies prefer to decrease these order changes to stabilize their processes, and process mining can help to decrease the potential for order changes in the first place.

IT

• Delivering higher first-time resolution: IT systems may not provide the correct solution at their first try. Process mining tools can produce data-driven insights to increase the first-time resolution rate.
• Discovering root causes of delays: Long-running tickets in IT systems is a common issue. Companies can mine their processes to understand why those tickets are open for long. From the results gained from process mining tools, companies may discover shortfalls in their IT systems.

Finance

• Identifying manual steps to automate: Mistakes and manual interventions made in purchase-to-pay processes increase lead time. Companies can use process mining as a solution to find compatible areas of automation. With that, the company can improve its first-time-right rate by diminishing mistakes and reduce its rework time. According to Celonis, their process mining tool can increase automation by 35% and decrease rework time by 52%.
• Quicker invoicing: Billing your customers is another process that can become expensive and complicated from time to time. Process mining discovers the bottlenecks in the invoicing process and may find ways to automate it. As a result, it is possible to diminish invoice costs and provide quicker invoicing.
• Manage financial risks before they develop: Regulatory and compliance risks that can arise from errors in financial data can be mitigated by process mining. By tracking monetary process flows and other transactions closely, businesses can receive real-time feedback of any deviations and act accordingly, saving time and money.

Operations

• Reducing warehousing costs: It is hard to identify which warehouses cause logistics problems. Making mistakes in inventories also causes extra warehousing costs. Process mining provides full transparency in warehouse management and help increase efficiencies. Thus, companies can locate problematic warehouses, diminish warehousing costs and save up to 40% of their warehousing costs.
• Reduced cycle time: To improve the output, reducing the production cycle time is a smart solution. Process mining can show the inefficiencies within the production processes. Companies can reduce their cycle time by fixing these inefficiencies. According to Celonis, the throughput time can be shortened by 22% in the production processes.

With the right approach, process mining has the potential to not only save money but to drive significant, returns-focused improvements to multiple areas of your business at faster speeds. The widespread benefits of process mining can only be realized when it’s implemented and monitored correctly. Contact us today to learn how process mining could be used more effectively in your organization.

Contributions from Megan Weldon and Aaron Messer