Process Mining and Customer Support

Coal Miner Pump Fist With Pick Ax Retro

Recent months have been busy investigating the Process Mining discipline and its potential applications in enterprise technology support. A relatively recent discipline, Process Mining uses advanced analytics techniques to analyze logs from various systems and identify process flows and various other parameters parameters. The Process Mining Manifesto defines it as follows:

Process mining is a discipline positioned at the crossroads of computational intelligence, data mining, and process modeling and analysis. The idea of process mining is to discover, monitor and improve real processes by extracting knowledge from the event logs produced as part of on-going business activity.

At this point you may ask yourself what problem Process Mining will solve for you. To help answer this question I’ve created a short powerpoint presentation:

Most process driven organizations go about implementing their processes and the IT systems that support them in a manner that creates a disconnect between the process model as designed and implemented into the organization and the IT system on one side, and the ‘real life’ process as eventually used by the organization on the other.

Implemented correctly, Process Mining helps us answer two questions. First, what’s my organization doing? and second, how different is that to the prescribed process? We can then identify discrepancies and problems, isolate their root causes and take action to change either the model or the way it’s executed.

Customer support departments are very disciplined in recording all activities and interactions in a CRM system, which makes them prime candidates for Process Mining investigation.

How does process mining work? There are several commercial and open-source tools that will process your CRM’s log files and produce a chart of the executed process. Some will also allow you to filter for the most common paths, the longest process steps and bottlenecks. Contact us for more details and further information.

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