An Intellyx Brain Candy Brief
Organizations everywhere are seeking ways to improve operational efficiency and organizational productivity. At the same time, they are often also working on ways to improve the customer experience as it becomes a primary driver of business value and competitive differentiation in the market. As these organizations discover, however, these efforts are often at odds with one another. Improving productivity while enhancing the experience, it turns out, is a bit of a trick.
According to Celonis, however, the root of challenges that negatively impact productivity and the customer experience is often the same: processes running amok. But it’s not just poorly designed processes that cause the problems, claims the company. It explains that it is process variances and activities that happen outside of management purview that are the source of most of the issues. The company’s solution helps organizations tackle this challenge head-on through a four-stage process. First, the solution connects to an organization’s systems and collects what it calls events, essentially changes in data state, to reconstruct the flow of data through systems. It uses this information to perform data discovery, which enables enterprise leaders to understand how the organization is executing business processes in reality, including all process variances.
Just understanding how business processes are actually functioning provides a significant amount of value and insight for organizations. It is the last two stages, however, that enable organizations to improve productivity and transform the customer experience simultaneously. The company’s solution computes detailed process analytics and then recommends actions when it detects process events that it has associated with business goals. It is this combination of analysis, recommendations, and actions that enable organizations to reduce process variance where it is adversely impacting organizational efficiency or the customer’s experience — and in many cases, it can help its customers improve both at once. And that’s no easy trick.
Copyright ©2019 Intellyx LLC. Intellyx advises companies on their digital transformation initiatives, and helps vendors communicate their agility stories. At the time of this writing, none of the organizations mentioned in this article are Intellyx customers. To be considered for a Brain Candy article, email us at pr@intellyx.com.
