Support Service
Analysis in a Bank
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Goals
- Digitize support service operations
- Compare as-is process to a desired process state
- Reveal problems of the process: delays, looping, bottlenecks and other
- Set up automatic SLA (service-level agreement) conformance monitoring
- Formulate the ways to optimize processes and eliminate errors
Stages
Set up process data collection
- Downloaded data from corporate systems to Proceset
- Automated business activity capture for detailed process analysis
Analytics
- Built dashboards with process maps and metrics
- Created a report for automatic monitoring of SLA conformance
- Detected KPI deviations and analyzed reasons for them
- Highlighted common errors that slow down the process
- Compared as-is process with desired process model
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out the project outcomes
out the project outcomes
Customer stories
Analysis of Personal Loan Origination Process
Analysis of Personal Loan Origination Process
Acceleration of Customer Onboarding
Acceleration of Customer Onboarding
Mass Recruitment Optimization
Mass Recruitment Optimization
Results
32%
optimization potential found
2 days 3 hours
make up the capacity for reducing a process
54,000
process executions analyzed
4 weeks
project length