Strakhova "House VSK" has implemented the Optimining system

2024: Optimining-based Process Mining implementation

Insurance House VSK has introduced Process Mining technology based on the Russian Optimining system for analyzing and optimizing business processes.

As a result of the implementation, one of the company's critical business processes, the process of managing calls to technical support, was studied, analyzed and improved. The result of this work was an improvement in SLA for more than 350 services, the total reduction in the standards for processing requests amounted to more than 3,000 hours, which caused a positive reaction from the company's business units. Also, process actions were identified that affect the duration of the appeal and measures were taken to optimize the process.

Insurance House VSK is actively investing in technologies and solutions that increase the speed, transparency and manageability of key business processes. In this regard, the insurance company has a request for Process Mining technology, which would help optimize processes.

In the second quarter of 2024, VSK Insurance House implemented the introduction of the Russian analytical system Optimining, designed to monitor and analyze the company's business processes. The product developed by Systematics with the support of RFRIT (financing was carried out within the framework of the federal project "Digital Technologies" of the national program "Digital Economy of Russia") was chosen due to its qualities: it is easy to master and it has a full set of functionality inherent in popular solutions of the Process Mining class. In addition, the solution takes a flexible approach to process analysis.

The mechanisms and technologies of artificial intelligence of the Optimining system have allowed the FRS to speed up processes and improve the quality of IT services. Analytics and changes now take less time. We use Optimining to calculate indicators for each service and take measures aimed at improving the work with calls to technical support. New competencies allowed us to identify growth points in support processes and improve the work of our divisions. We thank Systematics for its useful development, "said Renat Sokolov, Chief information officer of the VSK Insurance House.

Within the framework of the project, the work of the appeal management process containing 1097 services was studied in detail. The Systematics specialists built a process model and conducted a comprehensive analysis, in which they highlighted and detailed potential problems to the customer, among which were: the presence of dominant routes for non-standardized services; the presence of repeated actions that increase the duration of requests; simulation of SLA change based on historical data, etc. For all confirmed issues, analytical conclusions and recommendations for improving the process were formed.

As of September 2024, the customer independently works with the Optimining platform, puts forward and tests hypotheses: for example, studies the hypothesis of the existence of services with a long search for an executor, which leads to an increase in execution time. Specialists of the Insurance House VSK independently calculated the percentage of time spent on the work and routing on groups when performing calls. This work will determine which services should adjust routing.

One of the key objectives of the Optimizing team is to be of practical benefit to partners and customers. Process Mining technologies in our country are still gaining popularity, while their potential is enormous, since systems of this class give companies almost unlimited opportunities to improve their business. The market is faced with the task of replacing the products of departed Western vendors. It is necessary to do this without losing the capabilities and functions - and we, domestic developers, already have something to offer, namely, new technological solutions and design experience confirmed by cases, "said Alexander Lishnevsky, Head of the Directorate for Work with Banking Structures LLC" Systematics. "