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WHAT IS PROCESS INTELLIGENCE | SOROCO


WHAT IS PROCESS INTELLIGENCE? 

 * September 7, 2022
 * 7 minute read



“Process Intelligence is a fact-based approach to help discover, monitor and
optimize as-is processes by analyzing process-related information from event
logs generated by enterprise systems (e.g., ERP, CRM) and/or recordings of
activities that users perform on their desktops.” 

– Task Mining Playbook 2022 launched by Soroco in collaboration with Everest
Group

Process intelligence solutions enable enterprises to gain complete visibility
into as-is processes using a fact-based, data-driven approach. The solutions
help enterprises address a wide range of limitations, for example — a lack of
as-is process visibility and documentation, identifying opportunities for
automation, optimization, and modernization, and orchestrating workflows across
systems and applications. In addition, process intelligence solutions have a
wide range of applications in generating fact-based insights from processes and
helping transform these insights into action. 


WHY PROCESSES INTELLIGENCE MATTERS

Today’s organizations tackle an unprecedented degree of change – from responding
to ever-evolving customer demands to managing rapidly changing workforce
dynamics. But these changes can only be executed if organizations have
end-to-end visibility into the business processes. For example – a poor customer
experience caused by inefficient workflow can impact customer experience (CX)
and may lead to customer churn. 

Traditional tools and techniques (or process mining) can only capture
process-related information from event logs generated by enterprise systems such
as ERP, CRM and supply chain management (SCM) but do not provide a 360-degree
view of digital interactions outside of systems of record. Additionally,
traditional solutions fail to capture unstructured digital interactions via
emails, chats, and documents, thus providing an inaccurate/incomplete view of
organizational processes.  

Learn More: Soroco Launches First-Ever Task Mining Playbook By Everest Group


FACTORS DRIVING A SHIFT TO PROCESS INTELLIGENCE 

Today, organizations spend billions to digitize business processes. However,
these processes run across a fragmented landscape that includes enterprise
software and a host of applications, making process visibility a real challenge.
Without a 360-degree view of enterprise systems, organizations struggle to
execute change programs, thus failing to capitalize on growth opportunities.

This is driving a renewed focus on retooling business processes to get deeper,
granular visibility into work to establish baselines, discover and remove
existing bottlenecks, increase operational efficiency, and drive transformation
programs at scale. Now more than ever, organizations need a company-wide view
that offers more insights and data than siloed business-case metrics gleaned
from enterprise logs and databases.

Below are three factors that necessitate the need for process intelligence
solutions: 

 1. Rise of hybrid work

A new era of hybrid work and greater connectivity has fueled the rise of
collaboration (e.g., chat apps, email) and documentation tools, e.g., PDFs and
Word, which adds to even greater complexity. Findings from a recent survey
conducted by Everest Group bear this out. Today, around two-thirds (60%) of the
workday is being spent outside of systems of record on emails, chat & documents,
the Everest Group study indicates. Additionally, productivity applications
account for nearly 80% of the most-used applications.
 2. Attain true business transformation  

Without data-driven insights into processes and access to real-time data about
as-is processes and workflows, it is hard to attain true business transformation
and impact critical business initiatives such as delivering a superior
experience to customers and employees, cost optimization, and compliance. That’s
why organizations need a new approach to visualize and analyze the unprecedented
amount of valuable, business-critical data circulating across disparate systems
and provide a near real-time, detailed, and scalable map of the workflow of
teams.
 3. Create a continuous improvement loop 

Process intelligence solutions provide advanced capabilities — they connect with
disparate systems and uncover process variations and deviations in near
real-time. With this information, managers can create a map of workflows,
analyze, evaluate and identify potential bottlenecks or monitor for risk and
compliance. They can further build upon these workflows and create a continuous
improvement loop, thus tracking benefits on an ongoing real-time basis.


TYPES OF PROCESS INTELLIGENCE TOOLS 

According to HFS Research, “Process intelligence” gets at the heart of the
unifying outcome enterprises seek.

The Task Mining Playbook 2022, launched by Soroco in collaboration with Everest
Group, outlines process intelligence solutions can either include or be grouped
into two categories, depending upon the nature of data leveraged and the scope
of insights generated: 

Process Mining: Process mining solutions collect event logs from enterprise
systems (ERP, CRM, SAP) to discover and analyze as-is processes. The data
captured includes data, time, and user activity. Additionally, process maps
capture the different variants – sequence of steps/tasks involved. Through this
data, line of business (LOB) managers can use relevant business insights for
process discovery, optimization and standardization across teams, units and
geographies. Further, the insights aid in checking for compliance and risks. 

Task Mining: Unlike process mining, task mining adopts a user-centric lens. It
captures the actions users take on their computers, such as keystrokes, mouse
clicks, activity screenshots, and generates UI logs. Based on the data captured
through user interactions, the software creates process maps that capture the
different variations or steps involved in executing a task. In a nutshell, task
mining provides the last mile activities performed on various applications,
including productivity applications. According to HFS Research, this subcategory
is also referred to as process discovery or desktop process mining.

Learn More: Understand Task Mining and Process Mining  


APPLICATIONS OF PROCESS INTELLIGENCE 



Source: Task Mining Playbook 2022

Process intelligence solutions can be leveraged by a wide range of organizations
such as financial services, healthcare, pharma, FMCG, CPG, and more that deal
with process-heavy and document-oriented business processes. Process
intelligence is key to unlocking all the business-critical information spread
across structured and unstructured digital interactions within the business
process. These insights include a torrent of data residing in various PDFs,
documents, and chats and are key to achieving digital transformation.


PROCESS INTELLIGENCE SOLUTIONS HAVE A WIDE RANGE OF APPLICATIONS IN: 

 1. Process discovery and documentation: Capture, visualize, and document
    process information such as cost, duration, or applications used across all
    variants. For example, through process intelligence, a customer-facing team
    in a financial services firm can identify variations in its workflows and
    discover areas for optimization, which can result in cost savings and
    improved CX.

 2. Process standardization: With process intelligence, organizations can
    standardize processes across business units and geographies. With process
    intelligence, organizations can get near real-time data and understand the
    variations that lead to inefficiencies. With these insights, managers can
    implement measures to standardize processes and make them work smarter.
    Additionally, organizations can discover the as-is process and visualize the
    to-be scenario, thus optimizing processes based on key business objectives.
    By enabling these measures, organizations can streamline processes, cut
    costs, and capitalize on new opportunities.

 3. Uncover new opportunities for automation: By finding hidden redundancies
    across tasks and processes, process intelligence solutions identify
    processes that are good candidates for automation. By prioritizing these
    processes for automation, organizations can free up their employees and help
    them improve productivity. Further, process intelligence also helps
    organizations create a continuous improvement loop by tracking processes on
    an ongoing real-time basis, monitoring the KPIs, and discovering
    bottlenecks.

 4. Accelerate digital transformation: By offering a fact-based approach to
    identifying inefficiencies at a granular level across disparate systems,
    process intelligence helps organizations streamline processes, in turn
    achieving targeted business outcomes such as enhanced ROI or improved CX,
    resulting in a greater competitive advantage.


WHY PROCESS INTELLIGENCE SHOULD BECOME A CORE COMPONENT FOR DRIVING
ORGANIZATIONAL AGILITY 

Digital reinvention has become a significant imperative for organizations across
the board. But when it comes to achieving true digital transformation, many
organizations still have a long way to go. Despite investing in disruptive
technologies and talent, 70% of digital transformations fall short of their
objectives, and with profound consequences, research from BCG finds.

For most enterprises, difficulties in realizing the full value of transformation
journeys start with acquiring an accurate and comprehensive mapping of all their
business processes. Without a complete understanding of process know-how and
process improvements, delivering transformation programs at scale is
challenging.

Unlike traditional process mining, which helps identify inefficiencies within
core applications, but lacks visibility into variations outside of core apps and
last mile activity that happens in communications tools, emails, and documents.
Meanwhile, task mining relies on screenshots, and OCR/computer vision simply
can’t scale across large teams and miss key information captured in transaction
logs.

Process intelligence helps bridge the gap by combining data from structured and
unstructured sources.  

As HFS Research notes, “the entire point of process intelligence is to leverage
available insights derived from myriad sources— logs, applications, keystrokes,
and clicks—and use them in concert to understand as-is processes better and
recommend appropriate interventions.”  


KICKSTART YOUR TRANSFORMATION JOURNEY WITH SCOUT

With Scout, you can build a map of business processes and discover how people,
applications, and systems interact, uncover inefficiencies, and process
variations to understand how work gets done. With a roadmap of process
transformation that connects people initiatives (training, standardization) with
technology initiatives (automation, application upgrades), organizations can
streamline operations and drive immediate business outcomes.

Learn More: https://soroco.com/form/




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