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Success Story
Process mining to optimize customer service processes
Increased transparency and optimized control of customer orders with process mining
Process mining was used to create a digital image of the customer service processes. The processes are designed to ensure that fitters resolve customer concerns as quickly as possible after residents move in. As this is an important factor for satisfaction in a home, this core process was analyzed using process mining.
Rothbaum implemented a core process for us outside of the Celonis standard – in time, on point and with impact!”
Moritz Beul, Chief Technology Officer of the DFH Group
The DFH Group
- Leading company in the prefabricated house sector in Germany
- Over 1,460 employees generate annual sales of EUR 670 million
- Production of house elements at locations in Germany and the Czech Republic
Services
- Connection of a custom process to Celonis Process Mining using SQL views
- Development of a process model of the specific processes in customer service at DFH Group
- Analysis of processes and derivation of various optimization proposals
Results
- Optimized planning and control of customer service orders so that working capital can be reduced by up to 41
- Comprehensive escalation management, whereby 5% of orders with longer processing times can be accelerated in throughput by up to 10 days
Project description: Process optimization in customer service at DFH Group
Thanks to the use of a ticket system, there is an extensive database of customer service orders. Although these data sources have already been used for management reporting, the operational employees have so far had to rely on their experience and the information on individual customer concerns in the ticket system. Celonis Process Mining was therefore introduced in the pilot project in order to analyze the process flows in depth and eliminate weaknesses by the operational employees in customer service.
Procedure
As a medium-sized company, Celonis for Consulting was the first choice for the DFH Group. After initial workshops with the specialist department and IT, the relevant system data was made available in an SQL view and connected to Celonis via a live connection. The analyses were developed in regular coordination meetings and the transfer of knowledge to the employees was ensured.
Results
A Process Mining 1 pilot for customer service processes was implemented with Celonis Process Mining. The data basis for the analyses covers several years and makes it possible to learn from the past on the one hand and to transfer the findings to current orders on the other. There are opportunities for optimization along the entire process.
Among other things, the tool determines processing times for rectifying problems and suggests these in the planning. This enables more realistic planning without incurring additional costs.
Through the use of process mining, many optimization potentials for process planning and control could be derived, which can be realized sustainably in the next step.
Dr. Clemens Wolf
Head of Digital Operations
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