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Process Mining at Essent — Process Mining Camp 2017

Blog: Flux Capacitor

Process Mining Camp is just two weeks away! Take a look at the speakers and workshops and get your ticket here. We are already down to the last few remaining tickets, so if you are thinking about coming to camp, now is the time to make your move!

To get ready for this year’s camp, we have started releasing the videos from last year. If you have missed them before, you can still watch the videos of Remco Bunder and Jacco Vogelsang from Nederlandse Spoorwegen (Dutch Railways), Sebastiaan van Rijsbergen from Nationale Nederlanden, and Wilco Brouwers and Dave Jansen from CZ.

The fourth speaker at Process Mining Camp 2017 was Gijs Jansen from Essent, a large energy supplier in the Netherlands. Gijs Jansen is a business intelligence specialist and one day he was asked to calculate the “snake plot” and “ping-pong factor” for the process of becoming and being a customer. He had no clue how to approach this, but he was eager to solve this problem.

The business intelligence department is responsible to report Key Performance Indicators (KPIs) for these processes. However, reporting a “snake plot” was something different compared to the existing reports they delivered. It required a deeper insight into how the customer passed though the different departments and the number of times each department touched each request.

A colleague suggested that he could try process mining. Gijs first started a small process mining project to analyse the credit insurance process. It was

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