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How Process Mining Enables Digital Business Transformation

Digital transformation is powered by technology, process mining is a great first step.

Digital transformations require a focus on process. Dusting-off, discovering and fully recasting
the shape of business processes are at the core of digital business transformations. The proven
techniques of Business Process Management (BPM) remain the same — identify, design,
execute, document, measure, monitor, optimize and control business processes. Process
mining is the technology which enables this process re-birth to take place in an effective,
efficient and comprehensive manner worthy of our digital age. Automation is essential.

Digital transformation is powered by technology, process mining is a great first step.
Which organizations undergo digital transformations?

Traditionally large, thus less agile, enterprises must undergo digital transformations in order to compete with their digital-first rivals. Process mining supports the transition from offline to online, helps to map gaps in existing digitized processes and supports the re-establishment of antiquated processes. Organizations which have survived the test of time must now learn how to compete more effectively in the digital era. Digitalization is key.

Turn-of-the-century enterprises aren’t alone in the need for digital transformations. Continuous
changes to technology, regulatory compliances and consumer demands keep even the nimblest
of organizations on their toes. While younger organizations benefit from being born into the
digital age and have never known the thick dusty pages of a rolodex, they too are confronted by
digital transformations of a different sort.

So there we have it. The playing field is even. No organization can hide from digital transformations.

Which types of change drive the need for a digital transformation?

There are various instances where businesses must undergo large-scale change driven by
digital innovations. While buzzwords like Artificial Intelligence, Internet of Things and Big Data
steal headlines, incorporating new technology is only one area of change which pushes
businesses towards a digital transformation. From launching change initiatives to resolving
customer retention issues, process focused transformations are a necessary part of staying

1. Process innovation

Despite an organization’s best efforts to monitor and measure processes, process innovation is necessary to keep a competitive edge. Whether innovation arrives by way of market trends or internal ingenuity, this type of change will require a deep understanding of existing process models and future process design.

Process mining supports process innovation each step of the way; pre-implementation (understand as-is process), implementation (run and re-run process proposals) and post-implementation (continuous monitoring and measuring).

2. Moving to new business models

A business model is the core of how things work. It’s the combined competencies and rationale for how your business creates and delivers value to stakeholders. Whether that value is delivered in the form of a marketplace, subscription model, on-demand, direct sales or freemium, moving to a new business model requires a complete overhaul of processes.

Process mining supports this transition by allowing an organization to maintain effective workflows while undergoing change. It lets you keep the baby as you toss out the bath water.

3. Incorporating new technology

AI, IoT, cloud computing and big data can be game-changers when effectively applied. In order to gain a competitive advantage from both existing and emerging technological innovations, organizations must effectively manage incorporation of new tools and systems.

Process mining platforms like Minit prove critical to such growth phases. Due to the ease in which IT systems are plugged in, process mining shapes the collective environment of IT systems. A common mistake is to adopt new technology and leave it in isolation. As an organization works to incorporate new technology, process mining ensures it fits in to the larger picture of process excellence.

4. Resolving customer support and retention issues

As customer expectations and communication channels evolve, so too must the way in which service and experiences are delivered. Facebook launched about 15 years ago, yet some companies are still going through a digital customer service transformation. That’s OK. Progress moves at a fast, fast, slow pace and plenty of organizations are still playing catch up with their digital-first customers.

As new channels for customer service, customer experience and customer retention arise, process mining keeps the entire flow connected. With process mining, decision-makers are better able to visualize the conversion funnel and asses ways in which their service and retention offering can improve.
Applying process mining to digital transformations In order for businesses to successfully survive and thrive from such digital transformations, a focus on process is a must. While each major change requires its own approach, there are a few big picture steps which organizations need to follow.

● Have a clear understanding of the overall business objectives being addressed
● Have measurable process goals
● Participants must have a clear understanding of their roles in order to conduct
change activities
● Process should be optimized for cost, output, and/or efficiency
● Risks of the process must be controlled in a sustainable way
● The process and the people who participate must be compliant with all laws and

Is your organization at the precipice of a digital transformation? Let Minit help you make that transition in an effective and sustainable way. Our team of process mining experts are here to help.

Michal Rosik Chief Product Officer & Product Visionary at Minit

02. 04. 2019