Challenge
- Lack of transparency regarding the number of incoming tickets, direct completion rate and team productivity
- Growing data volumes that are difficult to manage
- Lack of process conformity and data quality in ticket creation
Service
- Connection to Celonis for mapping process sequences
- Development of the target process for ticket processing and identification of customer-specific key figures
- Provision of demand-oriented analyses in Celonis for ticket evaluation
- Identification of error sources and creation of a catalog of measures for mitigation
- Support in the implementation of the catalog of measures
- Examination of the process chains with regard to standardization and automation
Key data
- Duration: 4 months
- Scope of brief: 50 PT
- Client: German furniture dealer
- Company Size: 8.000 employees
Results
- Scalable on-demand
- visualization of process variants
- Quick identification of main sources of error and critical deviations from the target process
- Provision of Analysis Conformance Check for continuous monitoring
- Illustration Decision tree for categorizing ticket contents, including reduce ticket ping-pong
- Increase in productivity and further development of employees through continuous performance review
- Development of management reporting for regular communication
- Increase process conformity
Summary
- Increase of direct completion quota and reduction of lead times
- Increased satisfaction of IT service employees through standardization of the ticket system and internal
- customers through shorter processing times
- Increase of automation rate
