Service Management

Improve customer experience by making sure SLAs are never broken

Process mining brings you unprecedented visibility into how your service tickets are handled. Combined with AI and predictive analytics, process mining enables you to increase the efficiency of service management: solve tickets faster and with less reassignments.

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Use process mining to:

1

End-to-end visibility

Get end-to-end visibility to your processes and see how they contribute to concrete business outcomes.

2

Prove the value

Prove the value of automation in your process easily – your case can be supported by the click of a button.

3

Instantly spot root causes

Instantly spot compliance and Service Level Agreement violations and trends.

4

Predict and prevent

Predict and prevent process failures with intelligent ML-functionalities and monitor the right KPIs continuously.

Resolve tickets faster and better by understanding ticket's journey

Process mining automatically visualizes your service management processes allowing you to have an in-depth analysis of your service operations. This opens you an entirely new way of analyzing processes and improving your resolving times and rates.
Process flowchart

Automatically visualize how a ticket goes through the process based on the existing data in your systems. See exactly what happened to each ticket and how long it took.

Reduce reassignment rate

Identify where, when, and why tickets are reassigned between teams with the market-leading root cause analysis tool.

Improve and monitor ticket resolving times

Benchmark your ticket resolving lead times across the organization to find best practices and room for improvement.  

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Identify and prioritize your improvement opportunities for best results

Be informed when there's a risk of breaking SLA so you have time to act before customer experience is impacted. Get the most out of your automation investments by prioritizing opportunities. Monitor the success of your improvements to realize the benefits.

Prioritize automation initiatives

Use pre-made automation analyses to find automation opportunities with the most impact to your bottom line.

Be notified on SLA breachB

Be automatically alerted when a ticket is about to breach SLA and notify the responsible person for corrective actions.

Create custom analyses and dashboards

Use intuitive and easy-to-use modules to follow any KPI you wish (e.g., ticket reassignment rate) without coding skills. Alternatively, you can select from a wide variety of analysis templates to save time.

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Trusted by leading global companies

"We get total visibility to our processes and data, there’s no longer a need for extrapolation and assumptions based on sampling."
Aurora Sunna Wärtsilä
Aurora Sunna, Advanced Audit Automation Analyst

Wärtsilä

“Thanks to QPR, we were able to demonstrate process bottlenecks to the broader management, identify optimization points and make recommendations to improve the consumer loan process.”
lambros-piraeus
Lambros Bessas, Senior Manager

Piraeus Bank

“ProcessAnalyzer essentially helped us to create a better workplace for our employees because we removed uncertainties from our business processes, and thereby from everyone’s work day. Better processes mean more peace of mind at work.”
Matti Ketonen MetsäBoard
Matti Ketonen, VP of Supply Chain

MetsäBoard

"Process mining is going to tell you exactly where the problem is. This gives management, process owners, and business analysts a lot of information that they never had in the past. Now, the information is right at their fingertips."
Nikolay Goldovich Sanofi
Nikolay Goldovich, Head of Data, Process and Automation

Sanofi

Guide to Successful Process Optimization

Every action in your IT systems leaves a digital trace.

Process mining turns this data into a clear view of your processes, helping you spot inefficiencies, find the best automation and AI opportunities, and drive continuous improvement.

Read more about process mining

Discover how QPR can bring value to your business – book your personal demo today.

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