“With the use of Process Mining, the ALH Group has achieved a pole position in placing the customer at the center of its business activities with comprehensive analyses and targeted decision support. With its comprehensive Process Mining and process know-how, Scheer has made a decisive contribution to this.”
– Roberto Schaefer, Operational Management Group, ALH Group
The Initial Situation
For more than 10 years, the ALH Group, as a modern insurance company, has been focusing on Process Mining and the benefits that arise from this technology. Starting with the first ideas in relation to workforce planning, where the internal perspective of an operational organization and improving internal processes were the main focus, over time, the customer perspective became increasingly important. Through Process Mining, processes are analyzed to discover how customer needs can be optimally met.
The Project
Today, the ALH Group has access to a modern Process Mining system that transparently maps out end-to-end processes along the entire customer journey. This includes all customer-centric processes with direct and indirect touchpoints—from initiation, through the entire duration of various contractual relationships with the customer, to termination. With the increasing digitalization on both the ALH Group’s and the customer’s side, it became clear early on that telephony, often the first point of contact with the customer, must also be considered. Consequently, data from Voice over IP telephony based on Skype for Business and other contact center platforms were integrated.
The system’s approximately 1,000 users thus have access to data from nearly 20 million business transactions. This enables the teams to efficiently manage and process up to 55,000 customer interactions daily across all channels through online dashboards as a self-service. The system is seen as a tool that helps teams make better decisions independently regarding workforce deployment, appointment scheduling, or capacity planning.
For future use of Process Mining, topics such as a holistic view of the customer across divisions and improved monitoring across all channels (email, chat(-bot), apps) have already been identified.
