With QPR ProcessAnalyzer, Customer was able to revamp their Systems Support processes with cost-saving decisions that streamlined operations and helped create a centralized spare parts dispatch center. Today, issue resolution is faster and customer satisfaction higher.
Customer is an American corporation offering its hundreds of thousands of customers all over the world integrated computer technology solutions. This company has successfully empowered and accelerated modern businesses through digital transformation.
Need for process transparency
Customer’s Systems Support business provides customers with maintenance services for servers and storage systems. This is a complex service area, because customers make use of a wide variety of technologies, some of which are no longer commercially available, such as saving data on tape. Due to the complexity of customer service requests and the internal expertise needed to resolve issues, Systems Support is a business with relatively high overhead costs.
This company has always worked hard to improve how its business processes are run, so to enable making quantum leaps in efficiency and productivity, Customer felt it needed a new data-driven approach to process improvement. The company has a team focused in innovation and technology and in charge of developing new cost-effective ways of working; process mining came up as the new disruptive technology in data-driven process optimization. Unlike many of the non-structured data analysis tools, process mining brings the process context into data analysis.
After an initial investigation into process mining, it was clear that the foundation for data-driven process analysis was already laid at Customer. The company’s integrated systems already gather a lot of data for auditing purposes - the exact same type of data that you need for process mining.
Customer evaluated multiple commercially available process mining tools after confirming that no process mining capabilities already existed in-house. The company chose QPR ProcessAnalyzer because they appreciated the flexibility of working with QPR, and QPR ProcessAnalyzer was the only tool that met their requirements.
One of the most important areas between the Systems Solution center and the field were the regional dispatchers. With more than 30,000 specialized spare parts delivered on a monthly basis, Customer wanted to use QPR ProcessAnalyzer to analyze the complex logistics processes related to their delivery. Customer wanted to understand when parts are scheduled to be shipped, when they are actually shipped, and what factors affect timely delivery.
Customer’s goal was to build a centralized, global dispatch center. QPR ProcessAnalyzer was used to first understand the logistics processes before centralization, to help set up the central dispatch center based on identified best practices, then to assess how processes can be further improved.
Other uses for QPR ProcessAnalyzer were:
- Streamline processes in case resolution and incident management by eliminating non-value adding steps
- Reconfigure task assignment settings to best serve the Field Service module
- Benchmark different business units to identify best practices
Customer quickly learned that when benchmarking the processes of a fast-evolving company, the data for the process analyses should be rather recent to get an up-to-date picture on how processes are running. In addition, analyses should systematically drill down to lower levels of process behavior to find root causes and relevant improvement areas.
Thanks to QPR ProcessAnalyzer, Customer was able to make many cost saving changes. Most notably, QPR helped the company centralize their spare part dispatching and eliminate locations with higher operating costs. Customer also streamlined its customer support processes by conducting analyses to remove unnecessary and non-value adding steps along the way. The changes resulted in higher customer satisfaction overall and faster customer request resolution rates.
“Traditional tools for analyzing unstructured data only look at data on a header level at a certain point in time, leaving decision makers in the dark about process dynamics. QPR ProcessAnalyzer brings the process context into data analysis. Its visual analytics tell when and where an event happened in the process flow, and enables drill-down to root causes behind process performance.”
Customer Support Director, Innovation and Technology