“We completely rebuild our clients’ daily process”

Many companies struggle to deliver their products in adequate time. Whether it’s a car manufacturer or a home furniture company: today it often takes three to six months to send a new car or wardrobe to their clients after the order is received. That is very frustrating for consumers and can lead to cancelled orders. There are multiple reasons for this and the pandemic is just one of them.

One of them is logistics, which is a big problem in many companies. But the thing companies struggle with most is ensuring smooth interaction between different systems. Many of our clients are already highly digitized but for each step and for each country they use different systems. Often, information is just not passed on quickly enough from one system to another. Asking different departments why this happens did not lead to a solution. Instead, we experienced a lot of finger-pointing.

We completely rebuild our clients’ daily process. Our method is called Process Mining. First, we show our clients a snapshot of their current process. That is the digital footprint of the company. It helps to identify the problem and it also demonstrates the financial savings the company is foregoing because it pays bills late or does not deliver products in an agreed time. Because today’s processes are so complex, many managers are just not aware of this.

That’s the real beauty. Our application shows exactly what the entire process looks like starting with “order received” to “goods delivered”. If the process consists of 10 steps our solution anticipates what would happen if you change one step or a combination of steps. Managers can use this information to adjust the steps that really improve the process, while preventing additional problems or delays. They can now simulate the consequences of each decision in advance.

Recently we helped a telecoms company that struggled to deal with customer requests or issues, which they logged and tracked with tickets. On average it took them 23 days to answer requests. With our help they reduced that to 3.5. Our software showed them how to identify related tickets in the process, link them together and assign them to one agent. We also investigated a car manufacturer’s supply chain and reduced its average delivery time from 180 to 90 days by suggesting another approach.

That’s quite a challenge for us. Process mining is a relatively new tool and there is little awareness of it in the market. Many companies ask whether someone in their industry or at least in their country has tried it already. If the answer is no, they are often very sceptical. It’s up to us to demonstrate the potential benefits. That works best when you can provide concrete cases showing how our method can add value – and how it can translate to their country or industry.

We want to become the best process mining company in China and offer our services to additional industries. There are many businesses that could benefit from our method and that have not even heard of it. In the future, I also see us operating in medical services, banking and real estate. And who knows what might follow?