THE PROJECT
An international private bank was looking for innovative approaches to optimise its client lifecycle management (CLM) processes. The focus was on analysing, evaluating and monitoring central and complex processes in order to identify process-related bottlenecks and global best practice. Traditional methods reached their limits here, particularly when it came to visualising process variants and measuring the associated key figures. Process mining, on the other hand, supports the simultaneous analysis of a large number of variants and offers a modern approach that enables precise and continuous process measurement. In a proof of value (PoV), this approach should be evaluated using a specific CLM process in order to demonstrate the added value for business operations and management.
OUR CONTRIBUTION
abaQon took over the management of the PoV and took care of all tasks from planning to implementation. Our comprehensive expertise in banking processes and process mining enabled a customised implementation. We adapted our tried-and-tested approach to the client’s individual requirements and circumstances and took on the following tasks:
- Supporting the process selection and developing process-related hypotheses
- Validating, preparing and modelling the data
- Setting up and configuring a test environment
- Carrying out the process analysis
- Evaluating and demonstrating the identified benefits
- Creating a management summary
REALISED ADDED VALUE
The results of the PoV confirmed the added value of process mining compared to manual process measurements. Among other things, it enabled the efficient identification of different process variants and potential bottlenecks. It also enabled the simple measurement of key figures and the rapid validation of hypotheses. The use of a dedicated software environment with productive process data played a crucial role in giving stakeholders a realistic insight into the benefits of process mining. Ultimately, the management summary serves as a basis for further discussions on the strategic establishment of a Centre of Excellence (CoE) for the topic of process mining.
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