Process Mining Customers | Pallas Athena

ING is a global financial institution of Dutch origin offering banking, investments, life insurance and retirement services. We serve more than 85 million private, corporate and institutional customers in Europe, North and Latin America, Asia and Australia.

Challenge

ING internal audit department was not able to identify complex cases and issues by using the traditional discovery methodologies (walk through) or ACL’s continuous auditing and monitoring software products to avoid risk in processes.

Solution

Pallas Athenas Reflect|one Process Mining software has been implemented as a strategic tool at the internal audit department of ING Diba.

Volker Panreck, Head of Internal Auditing; "Before Process Mining we had to spend many hours in order to understand process flows. After implementing Process Mining we easily gain 100 % transparency by using 100 % of the cases. Process Mining empowers us to make a difference in auditing quality by providing better focus on possible risk, control and efficiency issues."

HEROLD Business Data is Austria´s leading publisher of high-quality directories for business and private use. Major business activities are local search and lead generation.

Challenge

With the majority of projects Herold is looking to gain efficiency in the back office.

Solution

In 2009, Herold optimized the Order to Cash Process  in just a few days. Approximately 500 orders are processed daily. To  establish an efficient process to get approximately 500 orders a day executed more effective, Pallas Athena´s Process Mining offering was used to:  
•     compare expected vs. actual process flows
•     discover all exceptions from the core process
•     analyze process execution by customer segments
•     examine process execution by size / type of order
•     investigate process execution of all customer complaints
•     determine process execution by sales regions

Frank Bieser, CIO; “It took Pallas Athena just a couple of hours to point out areas of improvement in our organization”

A Large Insurance Company and one of the world’s market leaders in assistance, with 6000 employees, an international presence in more that 30 countries and activity in more than 200 countries.

Challenge:

The Large Insurance Company wanted to find out about how customer claims could be executed more efficient.

Solution

After Business Processes and Bottlenecks has been discovered automatically, Pallas Athena gave actionable advice on how to improve the way the business should operate including:
•     better ways to manage exceptions more efficient
•     fostering extreme collaboration
•     organize work which is more case like then work is sequentially straight through

Projectleader, Large Insurance Company; “Process Mining provides a unique visualization capability helping the management and users to unlock the value in their processes to gain quick wins.”