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Process Mining In Telco and Utilities

This article is part of a collection of process mining examples organized by industry. You can find the full overview here.

Telecom and utilities companies have many application possibilities for process mining, both in their administrative as well as work order processes.

Carmen Lasa Gómez first analyzed the work order process Telefónica. As a result, the percentage of work orders that are performed outside the scheduled window could be decreased from 62% to 5% within just one year. They also discovered a hidden cultural drift in their incident management process (PDF version).
Gary Bonneau from Cox Communications uses process mining to visualize his own fulfillment processes. The business life cycles are very complex and multiple data sources need to be connected to get the full picture (video coming soon).
Gijs Jansen from Essent analyzed the credit insurance process. It was a simple process that was expected to be automated for most cases. However, the process mining results showed the contrary: Gijs found that disputes on contracts required a manual intervention for many cases.
Abs Amiri from SPARQ Solutions applied process mining to a dispatching process. He identified the factors that were causing bottlenecks and was able to create significant benefits for the call dispatching processes.
Carmen Vermeer and Noortje Groenendaal from Total Gas & Power looked at the customer journey process at Total. The customer service, billing, sales, and marketing departments are all involved in this customer lifecycle. Instead of looking at these individual departments one by one, Carmen and Noortje analyzed successful and unsuccessful customer journeys from a customer’s point of view.