Project Refrence: Process digitization in customer service


Customer: European Abrasives Manufacturer




  • 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




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.

  1. Structuring & documentation of a uniform business process model and modeling of the target processes
  2. Implementation of a state of the art process mining solution & training of the operations team
  3. Data-based analysis of target/actual process deviations by means of process mining & subsequent process optimizations
  4. (Partial) automation of selected standard processes



Process mining solution as a tool for process analysis enables continuous identification of optimization potential in all business areas



"Make it happen" for us means that we help you turn your business goals into results.
We combine the digital focus with the human factor and thus support you in the digitization of business models, products, services and processes.



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