Process mining to optimize customer service processes
Process mining was used to create a digital image of the customer service processes. The…

success story
Process mining was used to create a digital image of the entire production process, thereby generating transparency about the process sequences. This made it possible to analyze the production data collected since 2003 holistically for the first time. For this purpose, five areas of specialization were defined in which an explorative gain in knowledge or a concrete optimization or automation potential was suspected. These areas of specialization were examined more closely in the project and four use cases were developed to show how process mining can generate added value in glass processing.
The use of Celonis and the support provided by Rothbaum have given us many useful starting points for further optimizing our production. The rapid creation of transparency and the targeted work on defined use cases were decisive for the success of the project.
Christian Lechner, CEO vandaglas Eckelt

Process mining was used to create a digital image of the entire production process, thereby generating transparency about the process sequences. This made it possible to analyze the production data collected since 2003 holistically for the first time. For this purpose, five areas of specialization were defined in which an explorative gain in knowledge or a concrete potential for optimization or automation was suspected. These areas of specialization were examined more closely in the project and four use cases were developed to show how process mining can generate added value in glass processing.


Head of Digital Operations
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