Customer: European Abrasives Manufacturer
Project Refrence: Process digitization in customer service
Challenge
- Restructuring of the entire Customer Service area and centralization to three locations were carried out
- Historically grown, national individual processes led to capacity limits of the teams on site
- Introduction of standard processes should lead to reduction of complexity and increase in efficiency
Approach
As a basis for the reorganization of Customer Services, a new business process model and standard processes were developed and documented in a suitable BPM tool. Using a process mining solution, actual processes were visualized transparently (data-based process analysis). Optimization potentials were identified and implemented through target-actual-delta analyses. Suitable sub-processes and process steps were automated using a suitable approach.
- Structuring & documentation of a uniform business process model and modeling of the target processes
- Implementation of a state of the art process mining solution & training of the operations team
- Data-based analysis of target/actual process deviations by means of process mining & subsequent process optimizations
- (Partial) automation of selected standard processes
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