MTS optimizes client service operations with Proceset Task Mining

2024

Optimizing Client Service Operations with Proceset Task Mining

Infomaximum Delivers MTS to the active business intelligence system. Proceset The Task Mining technology implemented in Proceset helps MTS to improve client service operations. Infomaximum announced this on July 2, 2024.

Task Mining is a technology that monitors, registers and analyzes the simplest business actions (filling fields, transitions between tabs and windows and other interactions with interfaces of working applications) performed by employees in information systems. This enables companies to optimize and automate business operations.

In addition to Process Mining, MTS actively uses Task Mining technology to analyze detailed operations performed by employees of client service departments, "said Stepan Sharipov, Head of Process Discovery Department of MTS Centralized Services Management. - Data collected by Task Mining monitoring agents from employees' work computers made it possible to find opportunities for optimizing maintenance operations, as well as to form a backlog of IT system improvements.

Task Mining monitoring agents were piloted in two front office units, where calls are processed by contact center operators, and three client back office units, where more complex requests are processed offline. The collected data on user actions behind workplaces made it possible to see:

• what IT systems are used and to what extent;
• whether there are massive transactional operations that can be automated or robotic;
• how often and for what tasks manual data transfer between systems is carried out using the clipboard, is it possible to exclude this operation due to the integration of systems;
• whether there are differences in the performance of employees and the logic of their operations, whether they can be improved.

Based on the results of the study, 22 proposals were agreed to improve the efficiency of customer service operations. The potential effect of reducing labor costs after the implementation of the proposed changes is estimated from 5% to 25% of the number of analyzed units.

Proceset is a high-tech software solution, "said Alexander Bochkin, CEO of Infomaximum. - Within the framework of one platform, we offer business several opportunities at once - not only Task Mining and Process Mining, but also multi-process analytics, Customer Journey Tracking and Business Intelligence. Thanks to the combination of technologies, it is possible to restore in detail the actual execution of business processes and operations, increase the speed and transparency of work and ultimately significantly increase the overall efficiency of the company.

The management of the client service praised the results. It was decided to mass install Task Mining monitoring agents on all employees of the client service to find opportunities to optimize operations and develop automation initiatives, "added Stepan Sharipov. - MTS sees great potential in the use of Process Mining and Task Mining technologies.

Digitization and investigation of client service processes

MTS, together with Infomaximum, are implementing a project to digitize and study client service processes. MTS announced this on July 3, 2024.

To increase customer satisfaction and reduce the cost of service, mobile operators need to solve most of the client requests in self-service services, without the need to contact a contact center or communication salons. At the same time, if requests still fall to employees of a particular department, they must be resolved quickly and with the least labor.

MTS has more than 80 million subscribers. Client requests are resolved by:

• in digital self-service services (My MTS application, Voice bot and IVR);
• with the participation of employees of various departments (Contact Center, communication salons, Client Back Office).

Information about the actions of clients in each service channel is located on different systems. Tracking a client's full path as they move from channel to channel is difficult. To solve this issue, the Process Mining function module of the Proceset active analytics system was used.

On the basis of Process Mining technology, customer traffic flows between channels, client paths within self-service channels and processes carried out by MTS departments in case of processing requests in the Contact Center and the Client Back Office were built.

With the help of Proceset, graphs were built for processing customer requests of various levels of aggregation, "said Stepan Sharipov, Head of Process Discovery Department of MTS Centralized Services Management. - The system allows you to flexibly form a process model, allowing you to make several related graphs with the ability to cross-filter them. This provides a top-down analysis of the process, from identifying a large problem to finding the causes of its occurrence at a detailed level. For example, in the upper level column, you can select transition sessions from the My MTS application to the Contact Center. At a detailed level, see the scenarios of user actions within My MTS and the main tabs from which these transitions are carried out. Moreover, you can filter the appeal of a particular subscriber by the scenario of interest and listen to his dialogue with the operator. This approach makes it possible to quickly identify the problem area and deal with the causes of its occurrence.

Process analytics has helped to find and implement a number of improvements to self-service services. In My MTS, when trying to take the promised payment, users encountered errors. There was no information about the reasons for the errors, because of this, users called the Contact Center. After the necessary information was added, the flow of support calls on this topic decreased by 12%.

In another case, it was found that many users do not understand how to increase the number of gigabytes in the tariff. On the main screen My MTS added a personalized button "Add GB." The button appears when traffic approaches the minimum value. As a result, the use of functionality has grown 8 times.

Process Mining allows you not only to localize the problem, but also helps to develop a solution to it. So in My MTS you can compare the scenarios of user actions in different releases and assess the effectiveness of improvements, - said Alexander Bochkin, General Director of Infomaximum.

{{quote 'Process Mining is also actively using the Voice Bot and IVR commands, "added Stepan Sharipov. - In the Voice Bot, graph-based analysis of dialogs with callers helped reduce the proportion of unrecognized replicas by 24%. And the analysis of the IVR structure made it possible to determine the reasons for subscribers to the operator on the selected topics. For example, there were no scenarios for connecting the Turbo Bonus service, there were no scenarios for disabling the Forwarding and Everything Super services. As a result, subscribers were forced to switch to the operator. The addition of missing scenarios led to a 5-10% increase in GROSS on these topics. }}

If the client was unable to resolve his request in self-service services, then most often he contacts the Contact Center. Simple appeals are worked out by the first line - the front. More complex appeals fall on the second line - back. Process Mining provides the ability to analyze the composition, sequence and duration of work on solving requests in the context of divisions and individual front and back employees.

It became possible to analyze the requests of customers who went into outflow. A retrospective analysis of the processes of processing customer requests that have fallen into the outflow makes it possible to identify problem areas of service related to outflow. Monitoring unwanted service scenarios allows you to identify and proactively respond to problems with existing customers in a timely manner.

Process Mining provides a transparent picture of client service processes. But to increase the efficiency of the process, it is necessary to understand not only the logic of its implementation, but also the actions of each specific user performed at the workplace when implementing the process.

2023: Completion of a pilot project to digitize and analyze recruiter operations

MTS PJSC, together with Infomaximum, has successfully completed a pilot project to digitize and analyze recruiter operations as part of the mass recruitment process. It was possible to find the potential for saving more than 16 thousand man-hours of recruiters in the Recruitment Center.

At the start of the project, MTS set three tasks. First, to determine the real number of views of candidates on work sites that recruiters make as part of a cold search, as well as the conversion of candidates to invitees, "said Stepan Sharipov, head of the process discovery department of MTS efficiency management. - Secondly, highlight the most frequent and labor-intensive operations, understand the logic of their implementation. Thirdly, get a complete picture of the selection of the candidate.

The active business intelligence system Proceset was chosen as the solution, Process Mining and Task Mining functional modules were used to digitize the process.

All tasks were implemented. The data collected by monitoring agents made it possible to assess the real conversion at the start of the selection funnel and correctly calculate the drivers of the number of recruiters. Detailed information on the performed operations made it possible to determine the potential for reducing HR labor costs for entering data from work sites into the internal selection system, eliminate the suboptimal use of quotas for opening resumes on specialized portals and optimize the duration and regulations of the process of mass selection of personnel in terms of searching for candidates. Enriching the Process Mining log with data from Task Mining monitoring agents made it possible to understand more deeply the process of working with candidates, said Stepan Sharipov.

The results of the project were the potential for saving labor costs in the amount of 16 thousand man-hours per year for 105 employees of the Recruitment Center, which amounted to 11% of the total work time for. computer In addition, a number of recommendations were made to optimize the process. The results of the project were highly appreciated by HR employees and other divisions. It was decided to scale the Process Mining and Task Mining technologies to other areas of MTS.