Petrovich optimized processes using process mining technology

2022: Complete analysis of the process of processing customer orders from the site

The company Petrovich"" completed project an in-depth analysis of the process of processing customer orders from the site using a solution Promease and technology: the process mining processing of more than 150 thousand applications was analyzed. Promease announced this on October 4, 2022. The project will allow Petrovich to become even closer to the buyer: the study showed that the duration of processing orders can be reduced by 7-10%.

The project is part of the company's strategy to continuously improve processes - in particular, processes for interacting with buyers.

Based on the digital traces accumulated in IT systems during the process execution, the interactive digital twin of the real process of processing customer orders from the site was extracted and then investigated using Promote.

It should be noted that client processes are one of the most highly loaded in the company - when placing orders, users make more than 500 thousand visits to the site per month, and contact center operators make several million manipulations when processing these orders. Since in this process there is a struggle literally for every second, almost atomic actions of operators were subject to analysis: up to opening a particular program tab, working with specific fields of screen forms, pressing individual buttons in the program, etc. Thus, a variation of task mining was implemented - a subspecies of process mining, focusing on analyzing user interaction with software.

During the analysis, the nuances of the process behavior were identified, which could not be identified by traditional research methods, and a specialized insider module from Promote pointed to critical areas of the process. The program immediately calculates the effect of the changes: taking control of these critical areas, you can achieve a reduction in the average processing time of orders by 7-10%.

We use different tools to analyze the company's business processes, we see good potential in process mining technology, "said Ekaterina Pavlova, project manager from Petrovich. - We were very comfortable working with an interested and qualified customer. It was the well-coordinated work of the cross-functional team that made it possible to realize all the design tasks and get a high-quality result, "said Konstantin Naumov, project manager from the developer and project consultant, commercial director of Promease.